Here is what I would do:
1. Create a script with transfer buttons or a drop-down/text field for the number to transfer to.
2. Make an outbound call using a data action and calling
/api/v2/conversations/calls and replace outbound caller ID
3. Conference the two interactions using
/api/v2/conversations/calls/{conversationId}
4. Disconnect agent from conversation using
/api/v2/conversations/calls/{conversationId}/participants/{participantId}/communications/{communicationId} with the agent participant ID
A bit messy, but workable. You just put them all in a single Custom Action in the script.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.comhttps://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 11-05-2021 12:49
From: Martin Bunting
Subject: Transfer a call on behalf of a Queue
We have a customer who receives calls on a customer Queue, if they need to do a warm transfer of that call to an external number they want the Calling Party Name and Calling Party Number of the customer Queue to be presented to the transferred party. What is showing up is the Caller ID and Caller Name of the Trunk Group assigned for outbound on the site. What the customer would like is the ability to do a warm transfer and have the ability to transfer on behalf of a queue. Today they can make an outbound call on behalf of the queue but not a transfer. Wondering if there is a workaround or am I perhaps missing some permissions? Thanks.
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Martin Bunting
i3Vision Technologies Inc.
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