Genesys Cloud - Main

One of our customers is looking for a functionality that doesn't seem to be possible with any of the APIs at present, and it may be a good feature to include within Architect.

Though the "Transfer to External Number" currently exists, it only allows for a blind transfer to a single external party. I propose a new Architect function along the lines of "Conference parties" that will allow automation of dialing multiple parties and creating an ad-hoc conference bridge.

Use Case: Customer calls into the IVR and reaches an option where the needed behavior is to bring on two or more specialists into the call. The IVR dials the various required parties using internal extensions or external numbers, conferencing them into the original inbound call when connected.

Alternative suggestion: Allow the PureCloud API to dial on behalf of the system and provide call progress indication as to enable development of an application to perform the ad-hoc conference with the inbound party.

Have you looked at https://developer.mypurecloud.com/api/rest/v2/conversations/index.html#postConversationsCallsConversationId which places a call and adds it to the existing conversation (presuming you can get the conversationID...I haven't dug into that).

Or https://developer.mypurecloud.com/api/rest/v2/conversations/index.html#postConversationsCalls which lets you create a new call (though, on behalf of a user).

If none of the Conversation topics in the API can get you there, please contact Support to submit an enhancement request, so it gets properly registered in the system.