geraldclark | 2020-09-25 22:07:04 UTC | #1
Hi All,
We have a survey service that we would be able to transfer callers to. In reading the documentation, the conversations API seems to support replacing participants, however, I can't seem to identify how to do this with a specific phone number (not an agent or queue). Does anyone have any suggestions?
https://developer.mypurecloud.com/api/rest/v2/conversations/transfer.html
Jerome.Saint-Marc | 2020-09-28 13:48:50 UTC | #2
Hello,
Once your call is connected to a Contact Center Agent (or User), you can use POST /api/v2/conversations/calls/{conversationId}/participants/{participantId}/replace to transfer the call to an external phone number.
In the POST body, use the "address" attribute to specify your destination phone number. I think it has to be in e.164 format (I mean using +, country code, and number).
I mean:
{ "address": "+16504894546" }
To make sure your phone trunk configuration and transfer are working, you can try this transfer from the Genesys Desktop UI. Generate a call towards your Contact Center Agent. Then the Agent selects Blind Transfer, puts the destination phone number and types enter (so the number gets highlighted), and then clicks Transfer.
Regards,
geraldclark | 2020-09-28 13:54:55 UTC | #3
Thank you @Jerome.Saint-Marc !
system | 2020-10-29 13:54:56 UTC | #4
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