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  • 1.  Ability to Answer a call through API

    Posted 11-20-2024 13:45
    No replies, thread closed.

    HI!

    Looking for some ideas here. 

    We have a use case where sometime all of our agents will be busy and we receive an emergency call in a specific queue.  Would it be possible to script a button either un the agent script page or an external application where when the agent press the Answer button. it would take whatever longest waiting interaction is waiting in that "Emergency Queue" and transfert it to the agent?

    We are trying to replace a similar function we have developped with the handlers in Pureconnect . 

    Thanks for your feedback!


    #API/Integrations

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    Sylvain Briere
    Senior Advisor Telephony, Énergir, L.P.
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  • 2.  RE: Ability to Answer a call through API
    Best Answer

    Posted 11-20-2024 14:07
    No replies, thread closed.

    Hello Sylvain, 

    This might be something you can do with our notifications and triggers and use a script/external application. This would require some development leg work.  I would also make a post in the developer forums for some additional ideas. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Ability to Answer a call through API

    Posted 11-20-2024 14:12
    No replies, thread closed.

    Hi Sylvain,

    I'm sure this is possible, though I haven't tested this myself, I imagine something like 

    post /api/v2/conversations/calls/{conversationId}/participants/{participantId}/replace would allow for that.
    But there may be an easier way to solve for this. Just have the agents as a members of the Emergency Queue, and ensure all calls to the Emergency Queue have a really high priority, like set it to over 9000. And that way whenever there is an call in the Emergency Queue and the agent goes available they will always get the longest waiting Emergency Queue Call first, no manual buttons or external apps or APIs required.  


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    Anton Vroon
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