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  • 1.  API Post at hangup

    Posted 10-29-2019 10:33
    No replies, thread closed.
    Does anyone know a way to do an API post at call termination?  I'm trying to track real time call duration for a project and I'm not sure how.  Here is how I would like to make this work.

    Call comes in and routes to IVR
    IVR makes a determination of where to transfer call to (external number)
    Transfer call terminates and I get a webhook (or similar) response to my web service with the interaction data.

    Any thoughts would be greatly appreciated!
    #Integrations

    ------------------------------
    Dave Marder
    One Loan Place
    ------------------------------


  • 2.  RE: API Post at hangup

    Posted 10-29-2019 10:39
    No replies, thread closed.
    No, because if the transfer succeeds that ends the flow with no way to add a Call Data Action action in between. You can only add functionality on the Failure path.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: API Post at hangup

    Posted 10-29-2019 10:46
    No replies, thread closed.
    Is there any association between the IVR call and the transfer leg?  Is there an interaction ID that is shared and would allow me to query via API after the fact.  Say I look every 2 hours to see what transfers completed.

    ------------------------------
    Dave Marder
    One Loan Place
    ------------------------------

    Original Message


  • 4.  RE: API Post at hangup

    Posted 10-29-2019 10:56
    No replies, thread closed.
    What data do you want beyond what is available in the Performance>Interactions view?

    For example, you could use the Flow Outcomes feature to set a Flow Outcome named, say, External Transfer right before the Transfer to Number action with a value of SUCCESS, then put another Set Flow Outcome action for that same External Transfer and set it to FAILURE on the Failure path of the transfer action.

    Then you could go into the Performance>Interactions view and filter on the Flow Outcome to see data on all those calls.

    The Export to CSV functionality for the Interactions view is set to go live tomorrow, so you could slice and dice that data in Excel and create your own reports.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: API Post at hangup

    Posted 10-29-2019 11:34
    No replies, thread closed.
    I just want to be able to get that data via API once the call ends.

    What would the flow outcome be used for on the FAILURE?  Except for telling me that there was an actual failure in the transfer.

    ------------------------------
    Dave Marder
    One Loan Place
    ------------------------------

    Original Message


  • 6.  RE: API Post at hangup

    Posted 10-29-2019 12:20
    No replies, thread closed.
    That's the main thing, telling you there was a failure on the transfer. 

    So, you should probably use the API https://developer.mypurecloud.com/api/rest/v2/conversations/#post-api-v2-analytics-conversations-details-query

    Set up a Segment Detail Query based on whatever distinguishing characteristic you want (Flow Outcome, Flow, transferType, etc.).

    I have Scheduled Tasks in Windows that run scripts against our API, so you could do something like that, yes.

    More detailed help for the API can be had in the forum at developer.mypurecloud.com

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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