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  • 1.  PureCloud - External Phone preview before sending PSTN

    Posted 05-10-2018 16:08
    No replies, thread closed.
    Hi,

    In PureCloud, I receive a voice interaction.

    When terminating with WebRTC:
    - If I don't select accept/reject in the interface, no voice stream is started (seems normal to me)
    - I the agent is using a 'remote phone', the PSTN stream is already sent to the agent, even if he hasn't selected accept/reject in PureCloud

    Is this considered as 'normal behaviour'? Is this in any way configurable? My goal would be, that no PSTN stream is sent to the agent, before he used the PureCloud interface to accept/reject (this way we have a 'preview' functionality like we can have in PureEngage using tlib interaction-preview)

    Thanks ahead,
    Stijn


  • 2.  RE: PureCloud - External Phone preview before sending PSTN

    Posted 05-14-2018 08:40
    No replies, thread closed.
    As the agent is using WebRTC, what are you referring to by 'remote phone'?

    ------------------------------
    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies -
    ------------------------------

    Original Message


  • 3.  RE: PureCloud - External Phone preview before sending PSTN

    Posted 05-18-2018 07:51
    No replies, thread closed.

    Hi,

    Sorry my scenario was a bit confusing perhaps.

    When using WebRTC, we only initiate a voice stream between the agent & the client after clicking the 'accept' button in the interface.

    When using the 'external phone' option (where as such the agent is using a phone/PSTN connection), the call arrives in purecloud, but before even accepting/rejecting it in the interface, the phone also starts ringing immediately.

    We're looking more into a 'preview' mode comparable to WebRTC, where the call would only be routed in PSTN after the agent (in the interface or via API) would accept the call.



    Original Message


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