Jaime_Perez | 2021-07-26 18:47:40 UTC | #1
Hello,
I'm hoping this is a basic question that I can get an answer to here. Is there a way to add a "Call Data" action in the "In-Queue Call" to assign a priority? Currently, we have a priority in the "Inbound Call" flow which assigns a priority. However, we would like to have a second priority in the "In-Queue Call" experience to add an additional priority. Or, if at all possible, we would like to bypass adding the priority in the "inbound Call" experience and assign it once it hits the "In-Queue call."
Thank you.
anon90530135 | 2021-07-26 21:32:07 UTC | #2
Hey Jaime, We do have a new API endpoint to change the priority of an in-queue call; details on that endpoint are available here. You can create a data action that points to this API route, with the conversation ID and desired priority as inputs, to change the conversation's priority in-queue. Then, you can call the data action from your in-queue flow to update the priority.
Hope this helps!
Jaime_Perez | 2021-07-27 00:09:55 UTC | #3
Hi @Sam! Great to chat with you again. Let me take a look at the referenced API link and see how I can work with it. I think this may be what we were looking for. I appreciate the response. Thank you.
Jaime_Perez | 2021-07-27 17:24:38 UTC | #4
@Sam, I tested the API in postman and it updates the priority which is good news. However, now that I am setting up the data action, I can't get it to work. Can you let me know what I am doing wrong?
Request URL Template: { "requestUrlTemplate": "/api/v2/routing/conversations/${input.ConversationID}", "requestType": "PATCH", "headers": { "Content-Type": "application/json" }, "requestTemplate": "{\n \"priority\": ${input.NewPriority}\n}" }
Input Contract: { "type": "object", "$schema": "http://json-schema.org/draft-04/schema#", "required": [ "ConversationID" ], "properties": { "ConversationID": { "description": "Conversation/interaction ID", "type": "string" }, "NewPriority": { "type": "integer" } }, "additionalProperties": true }
ERROR MESSAGE: { "message": "The requested resource was not found.", "code": "not.found", "status": 404, "messageParams": {}, "contextId": "3e503b37-9b47-4010-806f-57979cd5cb81", "details": [ { "errorCode": "ACTION.REMOTEENDPOINT" } ], "errors": [ { "message": "REST call for action execute failed. Message:Request to backend service failed. Response from web service: {\"message\":\"Conversation 00dd3903-6853-4aba-a630-bec058a16392 does not exist.\",\"code\":\"resource.not.found\",\"status\":404,\"messageWithParams\":\"{entity} {id} does not exist.\",\"messageParams\":{\"id\":\"00dd3903-6853-4aba-a630-bec058a16392\",\"entity\":\"Conversation\"},\"contextId\":\"30b63d25-a1a7-4207-a84c-294f878c2823\",\"details\":[],\"errors\":[]} [3e503b37-9b47-4010-806f-57979cd5cb81]", "code": "NOTFOUND", "status": 404, "messageParams": {}, "details": [], "errors": [] } ] }
Jason_Mathison | 2021-07-27 17:22:48 UTC | #5
Hey Jaime,
I recommend not removing correlation IDs from error messages, as those let us lookup what happened in our logs. Did you modify the messageWithParams value as well?
--Jason
Jaime_Perez | 2021-07-27 17:26:53 UTC | #6
Hi @Jason let me edit with the full version.
Jason_Mathison | 2021-07-27 17:52:41 UTC | #7
Looking at the logs it appears that you were attempting to update the priority after the call was already assigned and answered by an agent. That seems like it might have caused the issue, as I was able to verify that is a valid conversation ID.
--Jason
Jaime_Perez | 2021-07-27 19:05:16 UTC | #8
@Jason, I think I finally got it to work. That could be true as these are live interactions so they are getting answered\assigned.
Is there a way to validate the new priority with this API? When I pull the conversation details it is showing the original priority ( /api/v2/conversations/{conversationId}).
Jerome.Saint-Marc | 2021-07-28 08:01:07 UTC | #9
Hello,
At this time, the new priority is not reflected back via API (except in the PATCH /api/v2/routing/conversations/{conversationId} response). This is still work in progress. See this other recent post for more info: https://developer.genesys.cloud/forum/t/patch-priority-api/11420/2
Regards,
Jaime_Perez | 2021-07-28 13:03:45 UTC | #10
Hi @Jerome! Thanks. I figured since it wasn't updating but I wanted to make sure. Thanks for clarifying. @All - the proposed API is working for us which is great news. Thanks for the support!
system | 2021-08-28 13:05:41 UTC | #11
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