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  • 1.  Reconnect an email to a specific queue

    Posted 12-19-2024 06:33
    No replies, thread closed.

    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


    #API/Integrations

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    Lorenzo Tarroco
    other
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  • 2.  RE: Reconnect an email to a specific queue
    Best Answer

    Posted 12-19-2024 07:34
    No replies, thread closed.

    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.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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  • 3.  RE: Reconnect an email to a specific queue

    Posted 12-19-2024 10:37
    No replies, thread closed.

    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?



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    Lorenzo Tarroco
    other
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    Original Message


  • 4.  RE: Reconnect an email to a specific queue

    Posted 12-19-2024 13:28
    No replies, thread closed.

    Hi

    Run the api calls without disconnecting the email from current agent



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    Cheers
    Zubair
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    Original Message


  • 5.  RE: Reconnect an email to a specific queue

    Posted 12-20-2024 04:24
    No replies, thread closed.

    Finally I could succeed; basically there was a mistake on the participant data that I put in the API call; with the correct one, I could transfer an active conversation from the current user to a queue (without disconnect and reconnect).

    So just in case it may help someone else

    GET    /api/v2/conversations/emails/{conversationId}

    and with the ID of the current agent

    POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace/queue

    Thank you all
    Lorenzo



    ------------------------------
    Lorenzo Tarroco
    other
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