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Intergation issue using /api/v2/conversations/calls/{conversationId}/participants/{participantId}/replace

  • 1.  Intergation issue using /api/v2/conversations/calls/{conversationId}/participants/{participantId}/replace

    Posted 06-05-2025 18:25

    Cory_King1 | 2023-03-30 16:52:51 UTC | #1

    Hello, I am investigating an issue we have with our CRM and its integration with Genesys. We are building a feature that allows an agent to transfer a Voicemail ACD interaction from the received queue to another queue using the Genesys embedded client. We noticed that when transferring the Voicemail ACD interaction, we are calling the following API: /api/v2/conversations/calls/{conversationId}/participants/{participantId}/replace

    And we are submitting the following payload as part of the request: { "address": "1350257" }

    This request returns a 400 for the following reason: { "message": "in destination, exactly one of userId or queueId is required", "code": "callback.error.user.id.queue.id", "status": 400, "messageWithParams": "in destination, exactly one of userId or queueId is required", "messageParams": {}, "contextId": "7795cd0d-d361-479c-9fae-f8371cfec977", "details": [], "errors": [] }

    However, if we replace the payload to reference the queue name, it works: { "address": "{The name of the queue}" }

    According to the API documentation, the Address field can be either: (string) The phone number or address of the transfer target.

    I've tried using multiple different versions of a phone number to get this transfer to work, but i'm still getting the same 400 response. (e.g. "tel:+11001350257", "+11001350257", "1001350257") What format does a phone number need to be in in order to complete the transfer?

    Thank you, Cory King Humana Inc

    tim.smith | 2023-03-30 18:07:05 UTC | #2

    Cory_King1, post:1, topic:19230
    According to the API documentation, the Address field can be either: (string) The phone number or address of the transfer target.

    Cory_King1, post:1, topic:19230
    I've tried using multiple different versions of a phone number to get this transfer to work, but i'm still getting the same 400 response.

    Please open a case with Genesys Cloud Care to report this bug. The docs say you can use a phone number, so I would expect this to be able to run through the dial plan and handled appropriately. Rejecting a valid phone number appears to be a bug.

    Cory_King1 | 2023-03-30 17:16:57 UTC | #3

    Thanks, Tim! I have a ticket opened with Care. I will pass your message back over to them. Appreciate the quick response!

    Thanks, Cory

    John_Carnell | 2023-03-30 18:06:53 UTC | #4

    John_Carnell | 2023-03-30 18:07:01 UTC | #5

    This post was migrated from the old Developer Forum.

    ref: 19230



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