Genesys Cloud - Main

Hi @richard craig,

I had the same requirement and have achieved this by using Triggers+Workflow+DataAction.

You need to create a Triger for v2.detail.events.conversation.{id}.user.start and define the parameters as TopLevelPrimitives (for simplification) and trigger path is based on $.direction == "OUTBOUD"

Create a workflow to be used trigger path and define parameter Flow.queueId, Flow.conversationId. Then check isnotsetorempty(Flow.queueId) condition and if TRUE, just disconnect the conversation using data-action for call disconnect.

Create data-action to use the following API, "/api/v2/conversations/{conversationId}/disconnect". This API takes a conversationId as parameter and disconnects it.

In my case there were two requirements, 1) don't allow anyone to call without a queue, and 2) only certain designated "outbound" queues were allowed to make calls. I thus added additional logic to ensure both my requirements are met in the same workflow. I also added participant data to ensure we log the correct information if the call was disconnected due to either of the requirements.

Hope this helps.

More details along the same lines can be found in this blueprint on the Developer Center:

https://developer.genesys.cloud/blueprints/terminate-voice-calls-with-no-queue/

Hi @richard craig,

I had the same requirement and have achieved this by using Triggers+Workflow+DataAction.

You need to create a Triger for v2.detail.events.conversation.{id}.user.start and define the parameters as TopLevelPrimitives (for simplification) and trigger path is based on $.direction == "OUTBOUD"

Create a workflow to be used trigger path and define parameter Flow.queueId, Flow.conversationId. Then check isnotsetorempty(Flow.queueId) condition and if TRUE, just disconnect the conversation using data-action for call disconnect.

Create data-action to use the following API, "/api/v2/conversations/{conversationId}/disconnect". This API takes a conversationId as parameter and disconnects it.

In my case there were two requirements, 1) don't allow anyone to call without a queue, and 2) only certain designated "outbound" queues were allowed to make calls. I thus added additional logic to ensure both my requirements are met in the same workflow. I also added participant data to ensure we log the correct information if the call was disconnected due to either of the requirements.

Hope this helps.

Hi @George Ganahl, this blueprint was created post my solution that I explained earlier. 

Regards

More details along the same lines can be found in this blueprint on the Developer Center:

https://developer.genesys.cloud/blueprints/terminate-voice-calls-with-no-queue/

Hi @richard craig,

I had the same requirement and have achieved this by using Triggers+Workflow+DataAction.

You need to create a Triger for v2.detail.events.conversation.{id}.user.start and define the parameters as TopLevelPrimitives (for simplification) and trigger path is based on $.direction == "OUTBOUD"

Create a workflow to be used trigger path and define parameter Flow.queueId, Flow.conversationId. Then check isnotsetorempty(Flow.queueId) condition and if TRUE, just disconnect the conversation using data-action for call disconnect.

Create data-action to use the following API, "/api/v2/conversations/{conversationId}/disconnect". This API takes a conversationId as parameter and disconnects it.

In my case there were two requirements, 1) don't allow anyone to call without a queue, and 2) only certain designated "outbound" queues were allowed to make calls. I thus added additional logic to ensure both my requirements are met in the same workflow. I also added participant data to ensure we log the correct information if the call was disconnected due to either of the requirements.

Hope this helps.

Hi @richard craig,

I had the same requirement and have achieved this by using Triggers+Workflow+DataAction.

You need to create a Triger for v2.detail.events.conversation.{id}.user.start and define the parameters as TopLevelPrimitives (for simplification) and trigger path is based on $.direction == "OUTBOUD"

Create a workflow to be used trigger path and define parameter Flow.queueId, Flow.conversationId. Then check isnotsetorempty(Flow.queueId) condition and if TRUE, just disconnect the conversation using data-action for call disconnect.

Create data-action to use the following API, "/api/v2/conversations/{conversationId}/disconnect". This API takes a conversationId as parameter and disconnects it.

In my case there were two requirements, 1) don't allow anyone to call without a queue, and 2) only certain designated "outbound" queues were allowed to make calls. I thus added additional logic to ensure both my requirements are met in the same workflow. I also added participant data to ensure we log the correct information if the call was disconnected due to either of the requirements.

Hope this helps.