Genesys Cloud - Main

Hello everyone in the community, this is my first post here.

I'm trying to build up a way to manage this use case: a agent is working from an embeddable frmwrk phonebar solution. Its shift comes to an end, the user disconnect itself from Genesys without caring about exsisting active conversation (email).

As soon as the supervisors note this situation (usually from queue activity details view) they prefer to immediately assign email back to a queue in order to let the interaction be handled by someone else.

Here's what they do from the ORG: they disconnect the interaction, then reconnect it and so they will be able to transfer the interaction back to a queue (directly from they agent interface). 

I'd like to automatize this process and during my attempt I could disconnect and reconnect the interaction from API. Then I tried to perform the other task (assign to a queue) but I couldn't succeed as I only found this API endpoint /api/v2/conversations/{conversationId}/participants/{participantId}/replace/queue that told me "The request failed with response code: 400. Message: External communications may not be replaced"

Do someone is managing a process like this one above? If so, is it another correct way to perform the tasks?

Thank you!

Lorenzo

Hello Lorenzo,

I've used POST /api/v2/conversations/emails/{conversationId}/participants/{participantId}/replace to send e-mails between queues, haven't tried from "agent" to queue.

The participantId should be the "agent" that currently holding the conversation.

Hello everyone in the community, this is my first post here.

I'm trying to build up a way to manage this use case: a agent is working from an embeddable frmwrk phonebar solution. Its shift comes to an end, the user disconnect itself from Genesys without caring about exsisting active conversation (email).

As soon as the supervisors note this situation (usually from queue activity details view) they prefer to immediately assign email back to a queue in order to let the interaction be handled by someone else.

Here's what they do from the ORG: they disconnect the interaction, then reconnect it and so they will be able to transfer the interaction back to a queue (directly from they agent interface). 

I'd like to automatize this process and during my attempt I could disconnect and reconnect the interaction from API. Then I tried to perform the other task (assign to a queue) but I couldn't succeed as I only found this API endpoint /api/v2/conversations/{conversationId}/participants/{participantId}/replace/queue that told me "The request failed with response code: 400. Message: External communications may not be replaced"

Do someone is managing a process like this one above? If so, is it another correct way to perform the tasks?

Thank you!

Lorenzo

Hi Jan,

thank you for interesting on it.

I first get the participant ID from /api/v2/conversations/emails/{conversationId}
then I put the participant id that I got in the request on /api/v2/conversations/emails/{conversationId}/participants/{participantId}/replace (I tried both a agentID and also a queueID) but I even get "The request failed with response code: 400. Message: Only personal calls can be transferred to voicemail."

Do you usually succeed with your endpoint API call?

Hello Lorenzo,

I've used POST /api/v2/conversations/emails/{conversationId}/participants/{participantId}/replace to send e-mails between queues, haven't tried from "agent" to queue.

The participantId should be the "agent" that currently holding the conversation.

Hello everyone in the community, this is my first post here.

I'm trying to build up a way to manage this use case: a agent is working from an embeddable frmwrk phonebar solution. Its shift comes to an end, the user disconnect itself from Genesys without caring about exsisting active conversation (email).

As soon as the supervisors note this situation (usually from queue activity details view) they prefer to immediately assign email back to a queue in order to let the interaction be handled by someone else.

Here's what they do from the ORG: they disconnect the interaction, then reconnect it and so they will be able to transfer the interaction back to a queue (directly from they agent interface). 

I'd like to automatize this process and during my attempt I could disconnect and reconnect the interaction from API. Then I tried to perform the other task (assign to a queue) but I couldn't succeed as I only found this API endpoint /api/v2/conversations/{conversationId}/participants/{participantId}/replace/queue that told me "The request failed with response code: 400. Message: External communications may not be replaced"

Do someone is managing a process like this one above? If so, is it another correct way to perform the tasks?

Thank you!

Lorenzo

Hello everyone in the community, this is my first post here.

I'm trying to build up a way to manage this use case: a agent is working from an embeddable frmwrk phonebar solution. Its shift comes to an end, the user disconnect itself from Genesys without caring about exsisting active conversation (email).

As soon as the supervisors note this situation (usually from queue activity details view) they prefer to immediately assign email back to a queue in order to let the interaction be handled by someone else.

Here's what they do from the ORG: they disconnect the interaction, then reconnect it and so they will be able to transfer the interaction back to a queue (directly from they agent interface). 

I'd like to automatize this process and during my attempt I could disconnect and reconnect the interaction from API. Then I tried to perform the other task (assign to a queue) but I couldn't succeed as I only found this API endpoint /api/v2/conversations/{conversationId}/participants/{participantId}/replace/queue that told me "The request failed with response code: 400. Message: External communications may not be replaced"

Do someone is managing a process like this one above? If so, is it another correct way to perform the tasks?

Thank you!

Lorenzo