adam_baker | 2019-01-16 19:05:22 UTC | #1
When checking a conversation at: https://api.mypurecloud.com/api/v2/conversations/{id} there are cases where there is a participant with:
"participantType": "External", "purpose": "customer",
and others with:
"participantType": "External", "purpose": "external",
Recently I found that for a call that is hung up before it can be routed it would be "external" but if I waited until getting hold music it would be "customer".
Are these two participant types interchangeable? Would there be a case where a conversation had an external and customer participant?
anon28066628 | 2019-01-16 19:28:18 UTC | #2
From my experience, I've observed that "external" purpose refers to non-ACD calls (IVR-only or direct-dial calls, for example), and "customer" refers to ACD calls - those that have touched a queue, and have an "ACD" participant also on the conversation. My assumption is that it has to do with the Communicate vs. PureCloud feature sets, which have a hard differentiation between license levels.
tim.smith | 2019-01-16 20:12:15 UTC | #3
anon28066628, post:2, topic:4360
"external" purpose refers to non-ACD calls (IVR-only or direct-dial calls, for example), and "customer" refers to ACD calls
That's correct.
system | 2019-02-15 20:12:20 UTC | #4
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This post was migrated from the old Developer Forum.
ref: 4360