kphung | 2020-01-29 22:36:16 UTC | #1
Hello,
I am subscribing to the notification v2.routing.queue. I received events for a conversation that I don't understand. I'd like to know what the scenario is that would cause this conversation.
In the conversation, there are participants for agent, customer, and user. Normally, there would be a acd/ivr participant as well, but in this case there wasn't.
What kind of call scenario might this be?
anon28885283 | 2020-01-30 05:53:35 UTC | #2
The agent may have initiated an outbound call to the customer on behalf of a queue.
tim.smith | 2020-01-30 16:06:46 UTC | #3
Look at the order of the participants by starting timestamp to see when each was involved in the conversation to understand who participated when. That should help indicate who initiated the conversation and how each participant was involved. If you need assistance investigating the conversation, please open a case with PureCloud Care to investigate as customer-specific data cannot be investigated via the forum.
system | 2020-03-01 16:06:49 UTC | #4
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