robertosilva | 2020-03-20 16:20:12 UTC | #1
Good afternoon. Even making a call to an External Contact, PureCloud is not linking the ExternalContactId to Participant. Is there any way to get this hooked up?
tim.smith | 2020-03-20 19:03:56 UTC | #2
Can you provide details about the APIs you're using and what data you expect to be where specifically?
robertosilva | 2020-03-23 12:14:46 UTC | #3
I navigate to an External Contact and make a call to it. Then I consume the API to obtain the details (PostAnalyticsConversationsDetailsQuery) of this call. It turns out that the ExternalContactId is null for this call
tim.smith | 2020-03-23 17:11:56 UTC | #4
Please open a case with Genesys Cloud Care to investigate why using the Genesys Cloud UI is not producing the results you expect.
Jerome.Saint-Marc | 2020-03-23 17:52:00 UTC | #5
Hello Roberto,
I had a look at this: https://help.mypurecloud.com/articles/view-interaction-history-contact/ I believe that the history of interactions is for Contact Center based interactions only - either inbound interactions delivered to a Contact Center Agent or outbound interactions (generated on behalf of a Queue).
Running a quick test, the association between the external contact and the conversation is performed by the PureCloud client itself. After answering the interaction and having the profile verified, the PureCloud client will make use of the following request (in External Contacts Api): PUT /api/v2/externalcontacts/conversations/{conversationId} (with a body containing a reference to the contactId).
In your case, you are just dialing the external contact directly. So it is not considered as a Contact Center interaction by the PureCloud client. If you do the same from the "Interactions" - generating a call to this contact on behalf of a Queue, then PureCloud client will add that conversation to the contact history.
Hope this clarifies.
robertosilva | 2020-03-25 17:16:53 UTC | #6
Jerome.Saint-Marc, post:5, topic:7384
In your case, you are just dialing the external contact directly. So it is not considered as a Contact Center interaction by the PureCloud client. If you do the same from the "Interactions" - generating a call to this contact on behalf of a Queue, then PureCloud client will add that conversation to the contact history.
Many Thanks.......
robertosilva | 2020-03-26 12:27:07 UTC | #7
Good Morning. I will explain another scenario. I have an External Contact registered within PureCloud. When receiving a call from this External Contact and after consulting via API at the Participant entity, the ExternalContactId field is null for this call. Shouldn't this field be filled in automatically by PureCloud? Since the External Contact is already registered with PureCloud? PureCloud is not "stamping" the ExternalContactId field.
Jerome.Saint-Marc | 2020-03-26 13:18:22 UTC | #8
Hello,
As mentioned previously, the history of interactions is for Contact Center based interactions only.
You can see the following info at the bottom of this page: https://help.mypurecloud.com/articles/view-interaction-history-contact/ "The interaction history includes only records of ACD interactions. It does not include records of standard business calls and emails."
The customer call needs to be distributed to a Contact Center agent via a Queue (ACD interactions).
If your question is about API and custom application/development, you could try to use the PUT /api/v2/externalcontacts/conversations/{conversationId} (with a body containing a reference to the contactId, the communicationId and the mediaType).
Regards,
anon39326996 | 2020-03-26 13:23:53 UTC | #9
As mentioned, currently an interaction is associated with an existing external contact only for ACD interactions and only once an interaction is answered by an agent. You can use APIs to connect an interaction to an agent from within flows, but unless you are doing that it will not happen automatically.
We are actively working on changing this so that we are automatically associating interactions to external contacts whether or not an agent answered the interaction.
If you could describe what you are trying to achieve in plain words (not in API calls or technical implementation) it would help us understand better and see how we can incorporate your needs into our roadmap.
robertosilva | 2020-03-27 12:28:12 UTC | #10
Good Morning.
Following your guidance, entering this link: "https://help.mypurecloud.com/articles/view-interaction-history-contact/"
My list of External Contact Interactions appears empty.
What to do?
Jerome.Saint-Marc | 2020-03-27 12:42:44 UTC | #11
Hello,
You are not explaining what you are doing. Is this for an outbound call (call to customer), generated as an ACD interactions - i.e. the one where you need to generate it on behalf of a queue (and not calling the contact directly)? Is this for an inbound call? Assuming you are now sending them to a Queue to get delivered to a Contact Center Agent?
If this is about an inbound call, delivered via a Queue, make sure that the contact appears as Profile Verified. Otherwise, the agent needs to click on Verify Profile. As it is explained here: https://help.mypurecloud.com/articles/contact-verification-overview/
If your questions are not related to API/SDK and if you're looking for feedback from the community about base products, I would suggest to post on the PureCloud Community Forum.
If you think you have a product issue, please open a case with PureCloud Care/Support to investigate further. Base product issues and customer-specific data cannot be investigated on the forum.
system | 2020-04-27 12:42:48 UTC | #12
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 7384