Allow | 2020-03-18 16:01:04 UTC | #1
I work for a company who has pre-existing software that works with a different phone switch and I am moving them over to the PureCloud phone switch.
Their software currently writes variable data into the Call object which it later reads back out.
Examples:
- An inbound call goes through some IVR processing before it flows to a human operator. The IVR writes some variables into the Call object along the way which the software reads out once the call is delivered to a human operator.
- Call taker is going to transfer a call. They type in a few notes. Those notes are written to the Call object. After the transfer is picked up by the next user the notes are read out of the Call object and displayed to the next agent.
I've looked at the Call object in the API documentation and I don't see any fields that appear to be designed for this type of usage. Before I begin designing some workaround software I wanted to check and see if I had missed anything. Is there a designed way of writing/reading variable data to a Call object (or otherwise "attach it" to a Call object)?
tim.smith | 2020-03-19 22:02:47 UTC | #2
It sounds like the analogous concept in Genesys Cloud is participant attributes. You can get and set these in Architect and access them via the API. Set them using PATCH /api/v2/conversations/{conversationId}/participants/{participantId}/attributes and get them via any Conversations API operation that returns the conversation object. Note that analytics detail queries will not contain participant data, but analytics jobs results do.
system | 2020-04-19 22:02:48 UTC | #3
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