Hi Dev Community! Happy New Year :D
We are working with the Audio Connector integration, and we have a question about something...
In the Protocol Reference documentation, it specifies that when the server finishes, it sends a disconnect message, which can contain some output variables that can be mapped and used in the Architect flow. That's fine, however...
What happens when it is the client (Genesys) who initiates the disconnection (for example, because the customer hangs up)? Is there any way to receive some output variables that could be used in Architect (for example, to store them as Participant Attributes for analytics purposes, to set wrap-ups, etc)?
As per our experiments, as soon as the customer disconnects, the architect flow disconnects abruptly, and therefore, what we want wouldn't be possible. Is this correct?
Use case: Let's suppose a third-party bot that speaks with the customer to perform some self-service task. If the customer gets what they want, they might hang up even before the bot returns control of the call to Genesys. In those cases, the bot knows that the interaction was successful, but Genesys doesn't, so it wouldn't have the "Success" wrap-up. In fact, it would be indistinguishable from the cases where the customer DOESN'T get what they want and hangs up because they are tired of dealing with the bot..
#Integrations------------------------------
Adrián Santamaría
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