scm_pa | 2021-03-03 16:30:28 UTC | #1
Hi. I'm using PostConversationParticipantSecureivrsessions() to send a call to a secure IVR flow. It is sending the call in just fine, the flow is working and the call gets returned to the agent upon completion. However while the caller is in the secure IVR flow the agents status shows as connected and hears dead air.
In PureConnect when using the Icelib API to initiate a secure flow the agent status shows as in a secure session and hears hold music until the caller is transferred back. Is this supposed to work in a similar fashion in Cloud or are there additional steps I need to take to have that behavior happen?
Thanks.
tim.smith | 2021-03-03 16:36:59 UTC | #2
That is probably just the way it works, but I'm not 100% sure. Questions about general system behavior are best suited for the Genesys Cloud Community Forum; using the API to initiate the secure flow is unrelated to the behavior of the secure flow itself.
You can request new features and share your use case at https://genesyscloud.ideas.aha.io/.
scm_pa | 2021-03-03 16:43:37 UTC | #3
I already up voted TEL-I-261 but that has no real traction on it. Are you saying that the flow has to put the agent on hold? Thanks.
tim.smith | 2021-03-03 16:45:39 UTC | #4
I'm not recommending any action; the community forum is the best place to discuss base product behavior.
system | 2021-04-03 16:45:43 UTC | #5
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
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