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  • 1.  Triggering API Call on Agent Transfer or Exit During Live Call

    Posted 09-05-2025 18:58
    No replies, thread closed.

    Is there an action that can be taken when an agent either transfers the call, or the moment the agent leaves the conversation?, We would like to take a data action to call an api endpoint
    Post-call flow will not work because it only works after the entire call has ended


    #API/Integrations
    #Implementation
    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Ryan Singson
    IT
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  • 2.  RE: Triggering API Call on Agent Transfer or Exit During Live Call
    Best Answer

    Posted 09-05-2025 19:22
    No replies, thread closed.

    Typically I like to use Triggers for this concept.  v2.detail.events.conversation.633ba5f4-38cd-48fc-bb4c-d77057990b9e.user.end is a good one to target if you're looking for events firing when agents leave conversations.

    I'd recommend reading here if you're not familiar with the topic: https://developer.genesys.cloud/platform/process-automation/

    Here's a sample event from the user.end topic, which fired after I performed a blind transfer.

    {
      "eventTime": 1757114358862,
      "conversationId": "633ba5f4-38cd-48fc-bb4c-d77057990b9e",
      "participantId": "298c6ba8-fec0-428c-9b8f-385b9f80854f",
      "sessionId": "aba6f468-0377-4258-b016-71884bca5d38",
      "disconnectType": "TRANSFER",
      "mediaType": "VOICE",
      "provider": "Edge",
      "direction": "OUTBOUND",
      "ani": "sip:6178655f3757f61bcff5bee9+xxxxxxxxxxxxxxx.orgspan.com@localhost",
      "dnis": "xxxxxxxxx",
      "userId": "8ce2f903-78e6-4b50-b7aa-e1aa7e7c39ac",
      "divisionId": "b3c5f7a5-9439-4572-ba4c-ae168ed2ef29",
      "queueId": "9a58c219-a109-4a46-a1af-dd8303f12a5a",
      "interactingDurationMs": 51274,
      "heldDurationMs": 0,
      "alertingDurationMs": 0,
      "contactingDurationMs": 1242,
      "dialingDurationMs": 4549,
      "callbackDurationMs": 0,
      "conversationExternalContactIds": [
        "54e1e41b-4f5f-40ff-aa20-dfe79e4fc1d4"
      ]
    }



    ------------------------------
    Peter Stoltenberg
    TTEC Digital
    ------------------------------



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