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
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Rajkumar Ratnarajah
SPIE ICS AG
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Original Message:
Sent: 04-05-2022 17:52
From: Melissa Bailey
Subject: How to get the Caller's selected language via API
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
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 04-05-2022 17:24
From: Rajkumar Ratnarajah
Subject: How to get the Caller's selected language via API
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
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Rajkumar Ratnarajah
SPIE ICS AG
Original Message:
Sent: 04-05-2022 16:36
From: Melissa Bailey
Subject: How to get the Caller's selected language via API
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
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 04-05-2022 16:21
From: Rajkumar Ratnarajah
Subject: How to get the Caller's selected language via API
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
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Rajkumar Ratnarajah
SPIE ICS AG
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