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  • 1.  How to get the Caller's selected language via API

    Posted 04-05-2022 16:22
    No replies, thread closed.

    Hi all,

    In the Architect I have a menu for language selection, and i have also configured the following:
    When a caller select a language, the Architect set the caller's language with "Set Language", and also save it with "Set Participant Data".
    We use this Participant Data for example in Script.

    Now, we would like to get this value through an API query to give it to a external system via Web Service.

    Can someone advise me to get this value through an API query?
    It can be the Participant Data or the value of Call.Language, both can fulfill my aim.

    Thanks a lot in advance for your help.

    Best regards,
    Raj


    #Ask Me Anything (AMA)
    #Integrations
    #Routing(ACD/IVR)
    #Unsure/Other

    ------------------------------
    Rajkumar Ratnarajah
    SPIE ICS AG
    ------------------------------


  • 2.  RE: How to get the Caller's selected language via API
    Best Answer

    Posted 04-05-2022 16:36
    No replies, thread closed.
    Participant data is listed in the attributes section on one of the participants of the conversation.  Which participant depends on various factors, so just look through them all.
    This is using the /api/v2/conversations/{conversationId} endpoint.  The participant data on this endpoint is only available for a certain amount of time, see the note on https://help.mypurecloud.com/articles/view-participant-data-attributes/

    The starting & ending language of a flow is also available in the analytics data.  Find the participant for the ivr (purpose is "ivr" but a conversation can use multiple flows so make sure you look at the right one).  Look in sessions -> flow at the startingLanguage and endingLanguage fields.
    This uses the /api/v2/analytics/conversations/{conversationId}/details endpoint

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 3.  RE: How to get the Caller's selected language via API

    Posted 04-05-2022 17:24
    No replies, thread closed.

    Thank you Melissa for the quick reply!

    Our goal is to send this detail when the call is alerting or connected with a user, i.e for an active call.
    Does this work also for these stages of a calls?

    Could you please advise me also the best API to get a list of all active calls?

    Thanks & best regards,
    Raj

     



    ------------------------------
    Rajkumar Ratnarajah
    SPIE ICS AG
    ------------------------------

    Original Message


  • 4.  RE: How to get the Caller's selected language via API

    Posted 04-05-2022 17:53
    No replies, thread closed.

    The analytics data isn't available until that leg of the call finishes, and there can still be a slight delay.  Participant data is available as soon the leg finishes.

    If you want your agent to know something, why don't you display it in a script?

    https://help.mypurecloud.com/articles/about-scripting/

    https://help.mypurecloud.com/articles/add-set-screen-pop-data-action-task/

    There is no endpoint to get all active calls.  What do you want to achieve?  You can look at analytics to get a lot of useful stuff, or use notifications to listen as calls come into a queue.

    https://developer.genesys.cloud/analyticsdatamanagement/

    https://developer.genesys.cloud/notificationsalerts/notifications/subscribe-to-queue



    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: How to get the Caller's selected language via API

    Posted 04-05-2022 18:07
    No replies, thread closed.
    Hi Melissa,

    What we want to do is, when the call is at an agent, send the details to an external Application (customer service management system), to create a record.
    the details will be: Caller's phone number, Queue/Service Name, Language selected, etc.

    For this reason i am searching for a suitable API to get these details.

    The Script we have already, and the Agent can see all these details on it.

    Thanks & kind regards,
    Raj



    ------------------------------
    Rajkumar Ratnarajah
    SPIE ICS AG
    ------------------------------

    Original Message


  • 6.  RE: How to get the Caller's selected language via API

    Posted 04-05-2022 18:12
    No replies, thread closed.
    So you don't want to see all active calls, you want to see a specific call.  The /api/v2/conversations/{conversationId} endpoint should have all the info you want, including the participant data you set for the language.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 7.  RE: How to get the Caller's selected language via API

    Posted 04-05-2022 18:17
    No replies, thread closed.
    Thank you Melissa! 

    I will try with this API.

    Kind regards,
    Raj

    ------------------------------
    Rajkumar Ratnarajah
    SPIE ICS AG
    ------------------------------

    Original Message


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