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In Genesys Cloud, we would like to add a custom call button to the script that is displayed to the agent during ACW (After Call Work).

Is it possible to configure outbound dialing to an external phone number via an operation such as pressing a button on the script, using Genesys Cloud Function Data Action?
If there are any APIs or standard features better suited for outbound dialing, please let us know as well.

Additionally, we are concerned that actions such as executing the Conversation API may fail due to authentication issues.

We would appreciate your guidance on recommended implementation methods using Genesys Cloud Function Data Action, as well as any restrictions regarding authentication, permissions, or agent state.

#DataActions

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YONETSU EMI
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Hi Yonetsu,

I haven't implemented this exact scenario, but I found a couple of community threads that may help.

If your requirement is to create a new outbound call, the relevant endpoint appears to be POST /api/v2/conversations/calls. One important consideration is that this API requires a user context because Genesys derives the originating party from the authenticated user's active phone. A client credentials OAuth token (such as one used by a Data Action or Cloud Function) does not have a user context, so it cannot place the call on behalf of an agent. 

I also found that the agent's phone may need the "Allow apps to place calls" setting enabled when using this API. 

Based on that, I'd be interested to hear what others have implemented for launching a new outbound call directly from an Agent Script during ACW, as authentication and user context seem to be the key considerations.

References:

• https://community.genesys.com/discussion/error-when-using-apiv2conversationscalls-in-data-action
• https://community.genesys.com/discussion/post-apiv2conversationscalls-creating-interactions-with-a-single-participant

Hope this helps.