divya.b.prabhu | 2019-10-15 06:26:23 UTC | #1
Hi @GenesysCommunity, @Richard.Schott,
We have been to customize the disconnect button in PureCloud for Salesforce and call transfer API to transfer to survey queue. We are facing issues with 2-3 scenario out of which 2 can be resolved by getting the status of Call as "Interaction Connected"
but for one of the scenario, when the call is going through a conference call Customer, Agent1, Agent 2 Agent, Customer1, Customer2
We want to know if its a conference call, then it should only disconnect the call and not transfer to survey. How to determine easily that the call is currently going through conference?
Thanks @Richard.Schott, @GenesysCommunity !
tim.smith | 2019-10-15 13:44:32 UTC | #2
Conferences are identified by having 3 or more simultaneously connected participants on the conversation.
divya.b.prabhu | 2019-10-24 14:13:00 UTC | #3
Hi @tim.smith,
From Api call on conversation, how to determine how many participants are connected Suppose for outbound call, it shows Agent 1 noutbound=1 Customer1 nconnected=1 Customer2 nconnected=1
Do I have to count in noutound=1 also?
Can you tell me from a log which parameter to consider?
tim.smith | 2019-10-24 14:46:21 UTC | #4
Using analytics or the conversations API, retrieve the conversation details and inspect the participants to see how many are in a connected state.
system | 2019-11-24 14:46:25 UTC | #5
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: 6250