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Secure Pause/Resume Integration without Embeddable framework

  • 1.  Secure Pause/Resume Integration without Embeddable framework

    Posted 06-05-2025 18:49

    Lloyd | 2019-10-03 08:12:43 UTC | #1

    I have a requirement to build a pause/resume process triggered from a customers CRM application.

    To request a Pause/Resume I need the ConversationId which I can then do a PATCH /api/v2/conversation/calls/{conversationId} to set recording state to paused/active.

    Unfortunately because the CRM is not PureCloud aware and embeddable framework is not an option in this case, then the CRM has no knowledge of the ConversationId which is needed.

    The CRM and PureCloud do share common usernames, so I have created my own API using Oauth that will take a pause/resume request and AgentName string and search PureCloud and find the matching PureCloud UserId GUID.

    • I was hoping that there was some query I could do using the UserId that would return me the list of current ConverationId's for that user?

    My logic being if there was only a single voice Conversation, then I could use that in my PATCH request

    If I couldn't identify a unique ConverationId then I could return to the CRM pause request failed.

    Given that I can't use embeddable framework, and can't trigger the payment system pop up from PureCloud:

    • Is there a better method than above?
    • If not, Is there an API endpoint I could call using UserId to obtain a list of ConversationId's

    Thanks Lloyd

    Jason_Mathison | 2019-10-03 14:09:51 UTC | #2

    Before you go any further down this path, are you sure that the OAuth credential you are using can actually PATCH the conversation? In general, conversations can only be modified by a member of the conversation, not by a "user-less" client credential.

    --Jason

    Lloyd | 2019-10-16 19:35:47 UTC | #3

    Jason,

    Thanks for your response, you were correct as the OAuth didn't have security/context to perform the PATCH.

    We ended up writing a javascript that uses the implicit grant flow and then using the notifications API to monitor the Agent; and then created a Pause/Resume method that could be called from the CRM.

    Works really well; We are returning the PureCloud response, so if the request to pause fails we can not pop the payment screen.

    Thanks again for your advice Lloyd

    system | 2019-11-16 19:35:47 UTC | #4

    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: 6166



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