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  • 1.  Identify agent who transferred a call to another flow

    Posted 10-08-2019 21:19
    No replies, thread closed.
    I have a use case/requirement here where we will have an agent transfer a customer call into another call flow.  The trick is that second call flow needs some way of identifying who the transferring agent is.

    How is this most easily achieved within PureCloud?  I know I'll potentially need to have some type of data table to map agent/person id string to an actual user-friendly value?  It's that user-friendly value I need to then use further on in the second call flow.

    In parallel with that, is there a way for an agent to transfer a call into a call flow rather than to a DDI which has a call flow associated with it?
    #Routing(ACD/IVR)

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 2.  RE: Identify agent who transferred a call to another flow

    Posted 10-08-2019 21:23
    No replies, thread closed.
    Hey Vaun,

    Interested to see the answer to your first question... however,

    >is there a way for an agent to transfer a call into a call flow rather than to a DDI which has a call flow associated with it?

    Yes - Transfer the call to a queue, then during the in-queue flow, transfer the call to a flow using the Transfer to Flow action

    Will

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    Will Bellerby
    Pyrios NZ Ltd
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    Original Message


  • 3.  RE: Identify agent who transferred a call to another flow

    Posted 10-09-2019 09:43
    No replies, thread closed.
    Hi Vaun:

    An approach that I suggest is to get the ConversationId of the transfered call that you received in the second Call Flow and then excecute a Custom Action that request to the /api/v2/conversations/calls/{conversationId} API endpoint the details of that interaction in particular you have to identify the participants[i].id --> if participants[i].purpose == "agent". And then make a request to the /api/v2/users/{userId} API endpoint to get the agent´s name (passing the participants[i].user.id as the userid), or make a request to the /api/v2/routing/queues/{queueId} API endpoint to get the queue name - which is the queue which the interaction was come from to this participant (Secont Call Flow), passing the participants[i].queue.id as the queueId).

    This approach is based on the analysis that a conversation has multiple participants and once the conversation arrives to the Second Call Flow the penultimate participant has to be the agent or the queue that sent the conversation to this second flow.

    References:
    https://developer.mypurecloud.com/api/rest/v2/conversations/index.html - /api/v2/conversations/calls/{conversationId} 
    https://developer.mypurecloud.com/api/rest/v2/routing/index.html - /api/v2/routing/queues/{queueId}
    https://developer.mypurecloud.com/api/rest/v2/users/index.html - /api/v2/users/{userId}

    I hope that helps.


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    William Martín Chávez González
    Global Networks Solutions S.A.
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    Original Message


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