cebner | 2019-10-02 19:16:45 UTC | #1
Hi,
We are subscribed to the v2.routing.queues.{id}.conversations topic using the Notifications API.
While very rare, we have noticed that multiple conversations are being created for some calls.
One example of this was when an agent made what we believe was a call on behalf of a queue. We can see this call dialing and then being connected in the first conversation. We eventually see the call disconnected from this first conversation. We then see a new conversation with the same call id with a connected status.
We are wondering what causes a new conversation for the same interaction to be created? We thought that a call could only be part of a single conversation.
tim.smith | 2019-10-02 19:40:18 UTC | #2
cebner, post:1, topic:6165
We then see a new conversation with the same call id with a connected status.
So you only ever have one conversation ID for the phone call? (Note that interaction ID and call ID aren't PureCloud terminology.) If that's the case, are you just saying that you're getting multiple notifications for the same conversation ID when the call is placed?
cebner | 2019-10-02 20:04:25 UTC | #3
There are two different conversations with different ID's for the phone call being sent by the notification api. Both of these conversations have the same agent participant with the same call in their list of calls.
We get one notification that looks like this: { "id": "1", "participants": [ { "id": "agentId", "queueId": "queueId", "purpose": "agent", "calls": [ { "id": "The call id", "state": "DISCONNECTED", ] } }
We then get a second notification that looks something like this: { "id": "2", "participants": [ { "id": "agentId", "queueId": "queueId", "purpose": "agent", "calls": [ { "id": "The call id", "state": "CONNECTED", ] } }
Both notifications are for the same queue but are from different conversations, they have different conversation id's. The participant is an agent with the same id in both conversations. The queueId is the same in both conversations. The id of the call in the calls list on the participant is the same call id in both conversations.
tim.smith | 2019-10-03 15:49:05 UTC | #4
I'd guess it has to do with how the physical call is being established. Please open a case with PureCloud Care to investigate further; customer-specific data cannot be investigated on the forum.
system | 2019-11-03 15:49:07 UTC | #5
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