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Hi everyone!

We're having a strange intermittent issue with the Conversations API and I'm hoping to get some guidance on it. The Conversations API returns a 400 if a participant is not defined in the request body of POST /api/v2/conversations/calls. However, every so often we are having an issue where it will return a 202, the call will be placed in the UI, but it never starts ringing.

The strange part is the agent UI shows the correct DNIS, but if we look at the call from the Conversations API and from the Interactions Workspace, it only shows to have only ever had a single participant on it. Here's a redacted JSON example, as well as a screenshot

{
  "id": "<REDACTED>",
  "startTime": "2025-04-08T14:37:26.529Z",
  "endTime": "2025-04-08T14:37:52.715Z",
  "address": "sip:<REDACTED>",
  "participants": [
    {
      "id": "<REDACTED>",
      "startTime": "2025-04-08T14:37:26.529Z",
      "endTime": "2025-04-08T14:37:52.715Z",
      "name": "Internal Agent Name",
      "userUri": "/api/v2/users/<REDACTED>",
      "userId": "<REDACTED>",
      "queueId": "<REDACTED>",
      "queueName": "<REDACTED>",
      "purpose": "agent",
      "participantType": "Internal",
      "address": "sip:<REDACTED>",
      "ani": "sip:<REDACTED>",
      "dnis": "tel:+1<REDACTED>",
      "wrapupRequired": false,
      "wrapupPrompt": "agentRequested",
      "wrapupTimeoutMs": 30000,
      "mediaRoles": [
        "full"
      ],
      "attributes": {},
      "calls": [
        {
          "state": "terminated",
          "initialState": "contacting",
          "id": "<REDACTED>",
          "direction": "outbound",
          "recording": false,
          "recordingState": "none",
          "muted": false,
          "confined": false,
          "held": false,
          "securePause": false,
          "segments": [
            {
              "startTime": "2025-04-08T14:37:26.529Z",
              "endTime": "2025-04-08T14:37:52.715Z",
              "type": "Contacting",
              "howEnded": "Disconnect",
              "disconnectType": "client"
            }
          ],
          "disconnectType": "client",
          "disconnectedTime": "2025-04-08T14:37:52.715Z",
          "disconnectReasons": [],
          "provider": "Edge",
          "self": {
            "nameRaw": "",
            "addressNormalized": "sip:<REDACTED>",
            "addressRaw": "<REDACTED>",
            "addressDisplayable": "unavailable"
          },
          "other": {
            "name": "Plano TX",
            "nameRaw": "",
            "addressNormalized": "tel:+1<REDACTED>",
            "addressRaw": "tel:+1<REDACTED>",
            "addressDisplayable": "unavailable"
          },
          "afterCallWork": {
            "startTime": "2025-04-08T14:37:52.715Z",
            "endTime": "2025-04-08T14:37:52.715Z",
            "state": "skipped"
          },
          "afterCallWorkRequired": false,
          "queueMediaSettings": {
            "alertingTimeoutSeconds": 25
          }
        }
      ],
      "callbacks": [],
      "chats": [],
      "cobrowsesessions": [],
      "emails": [],
      "messages": [],
      "screenshares": [],
      "socialExpressions": [],
      "videos": [],
      "startAcwTime": "2025-04-08T14:37:52.715Z",
      "endAcwTime": "2025-04-08T14:37:52.715Z",
      "internalMessages": []
    }
  ],
  "recordingState": "NONE",
  "divisions": [
    {
      "division": {
        "id": "<REDACTED>",
        "selfUri": "/api/v2/authorization/divisions/<REDACTED>"
      },
      "entities": [
        {
          "id": "<REDACTED>",
          "selfUri": "/api/v2/users/<REDACTED>",
          "dateDivisionUpdated": "2025-04-08T14:37:26.679Z"
        },
        {
          "id": "<REDACTED>",
          "selfUri": "/api/v2/routing/queues/<REDACTED>",
          "dateDivisionUpdated": "2025-04-08T14:37:26.679Z"
        }
      ]
    }
  ],
  "recentTransfers": [],
  "securePause": false,
  "utilizationLabelId": "<REDACTED>",
  "selfUri": "/api/v2/conversations/<REDACTED>"
}

Could anyone give me some insight as to why this could be the case?

I'm still looking for advice on this, to see if it's a misconfiguration on my end or something, but to "stop the bleed", we are initiating the call, then checking the number of participants on the call. If there is only one participant (The user) then it will attempt to make a POST /api/v2/conversations/{conversationId}/participants request to force the second participant onto the call. If this still doesn't succeed after three attempts, it disconnects the call from the user. 

I did open a ticket with Genesys, but I'm wondering if the community has any input as well

Hi Nate,

I've been there too and the solution was activating the 'Allow apps to place calls' option for the phone settings as below.

Awesome, good to know. I'm wondering why the Conversations API even allows calls to be placed if this setting is off. The fact that it's hit or miss, and yet still returning 202's regardless, feels like a bug to me. 

Original Message:
Sent: 04-10-2025 04:11
From: Orhun Sahin
Subject: POST /api/v2/conversations/calls creating interactions with a single participant

Hi Nate,

I've been there too and the solution was activating the 'Allow apps to place calls' option for the phone settings as below.

------------------------------
Orhun Sahin
Software Development Engineer
------------------------------

I agree that it should not even allow you to place the call if you don't have this option enabled, but that is how it is:)  If the problem persists with this option, I recommend submitting a ticket to Genesys care so that they can investigate and resolve any bugs.