Brian_Higgins | 2020-11-10 15:10:40 UTC | #1
In a client app ( OAuth implicit grant ), I am picking up conversation notifications including from a Preview Dial Campaign and using this to detect, call connect, call disconnect and wrapup in various conditions. I gather the conversation participants and wrap-up codes and the fields of the contact list for his interaction. I am also gathering the recording URI's for the conversation. All working well.
Here is the general problematic scenario, in a particular preview dial campaign, there is a contact list with several numbers that can be called.
The on queue Agent clicks the alerting preview campaign interaction, they then are presented with a choice of numbers they can call or to skip if they desire.
The agents proceeds to call none, some or perhaps all of the numbers, wrapping each of the called numbers.
At the end they click "end preview", then get their next Preview Dial Interaction.
Question 1: I would like a way through the notifications and rest API to be able to find and relate all the conversations of this Preview Dial Campaign Item. At the moment I am just detecting the conversations. I think that perhaps they are related through an "Interaction ID". Can you confirm or say if this is available when receiving a conversation notification ( I can not find it ). OR perhaps there is a way to look it up in the API given the conversation id?
Question 2: I am particularly interested in detecting when a user clicks "end preview". Is there a way I can do this?
Question 3: I want to be able to find all the recordings, who the participants are and the timeline for these for all the calls made for this preview dial item. i.e. Multiple calls, transfers, consults etc, Is there a way I can do this?
your help will be much appreciated, Brian.
tim.smith | 2020-11-10 16:04:34 UTC | #2
Brian_Higgins, post:1, topic:9276
Question 1: I would like a way through the notifications and rest API to be able to find and relate all the conversations of this Preview Dial Campaign Item.
I don't believe this is available via notifications; it's not documented in the notification schema for v2.users.{id}.conversations.calls. You can get the campaign ID from either the conversation or analytics APIs. You can request new features and share your use case at https://genesyscloud.ideas.aha.io/.
Brian_Higgins, post:1, topic:9276
Question 2: I am particularly interested in detecting when a user clicks "end preview". Is there a way I can do this?
There is no way to snoop events in the UI, but this should trigger a conversation update. You can test this by subscribing to the user's conversation notifications and then clicking the button and see what notification comes in.
Brian_Higgins, post:1, topic:9276
Question 3: I want to be able to find all the recordings, who the participants are and the timeline for these for all the calls made for this preview dial item. i.e. Multiple calls, transfers, consults etc, Is there a way I can do this?
You can use analytics APIs to retrieve historical conversation information and the recording APIs to retrieve recordings.
anon35336826 | 2020-11-11 14:48:22 UTC | #3
Hi Brian, I can add some more detail on questions 1 and 2:
- This is available via the
v2.users.{id}.conversations topic and its related API. All calls placed from a single preview interaction are on the same conversation, as different communications with "communicationType": "call". The preview itself is a communication with "communicationType": "callback". All of these are visible on the agent participant. - Tim is correct. The "End Preview" button in the UI will trigger a conversation event where that
callback communication has "state": "disconnected".
For question 3, I believe Tim is correct.
Brian_Higgins | 2020-11-12 11:55:31 UTC | #4
Thanks Sean that is really helpful and appreciated. Also Tim thank you. Gives me a definite way to approach.
system | 2020-12-13 11:55:34 UTC | #5
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