kphung | 2020-06-09 18:08:51 UTC | #1
On the conversations notifications, what does it mean when the participant that handled the call has a purpose of "station" ? How is this configured in PureCloud ? The ones I've seen before are always agent or user.
Thanks, Kathie
tim.smith | 2020-06-09 18:48:14 UTC | #2
A station is a physical phone (or virtual like a WebRTC station). If a phone was a participant in the conversation and wasn't also a user/agent, it will be a station participant.
kphung | 2020-06-09 19:10:18 UTC | #3
can you give an example of steps how I would be able to reproduce this? is it like
- customer makes an inbound call
- ivr receives call
- ivr routes to acd
- acd transfer to station (not sure how this is achieved)
tim.smith | 2020-06-10 15:38:00 UTC | #4
Can you post the conversation object? Be sure to redact any PII like phone numbers and names.
kphung | 2020-06-10 17:37:21 UTC | #5
{ "eventBody": { "id": "f65160b6-b107-4f6e-a30e-5c509e7a3895", "participants": [ { "callbacks": [], "calls": [ { "connectedTime": "2020-06-08T22:08:05.074Z", "direction": "inbound", "disconnectedTime": "2020-06-08T22:08:45.978Z", "disconnectType": "endpoint", "held": false, "id": "fa9fdc33", "peerId": null, "provider": "Edge", "segments": [], "startHoldTime": null, "state": "terminated" } ], "chats": [], "connectedTime": "2020-06-08T22:08:05.074Z", "emails": [], "id": "897eca85", "monitoredParticipantId": null, "purpose": "customer", "queueId": "5f37e280", "userId": null, "wrapup": null, "wrapupExpected": false, "wrapupPrompt": null, "wrapupRequired": false }, { "callbacks": [], "calls": [ { "connectedTime": "2020-06-08T22:08:09.645Z", "direction": "inbound", "disconnectedTime": "2020-06-08T22:08:36.376Z", "disconnectType": "transfer", "held": false, "id": "347ed51c-5bbf-4b98-8fd7-2edde5032fa2", "peerId": "fa9fdc33", "provider": "Edge", "segments": [], "startHoldTime": null, "state": "terminated" } ], "chats": [], "connectedTime": "2020-06-08T22:08:09.645Z", "emails": [], "id": "d3c3e1c0", "monitoredParticipantId": null, "purpose": "acd", "queueId": "5f37e280", "userId": null, "wrapup": null, "wrapupExpected": false, "wrapupPrompt": null, "wrapupRequired": false }, { "callbacks": [], "calls": [ { "connectedTime": "2020-06-08T22:08:36.384Z", "direction": "inbound", "disconnectedTime": "2020-06-08T22:08:45.983Z", "disconnectType": "peer", "held": false, "id": "d88fa3e79", "peerId": "fa9fdc33", "provider": "Edge", "segments": [], "startHoldTime": null, "state": "terminated" } ], "chats": [], "connectedTime": "2020-06-08T22:08:36.384Z", "emails": [], "id": "71d678b6", "monitoredParticipantId": null, "purpose": "station", "queueId": null, "userId": null, "wrapup": null, "wrapupExpected": false, "wrapupPrompt": null, "wrapupRequired": false } ], "recordingState": "none" } }
tim.smith | 2020-06-11 13:21:18 UTC | #6
kphung, post:3, topic:7987
- customer makes an inbound call
- ivr receives call
- ivr routes to acd
- acd transfer to station (not sure how this is achieved)
This is what it looks like based on the conversation data, but that seems a bit spurious. If you open a case with Genesys Cloud Care, they can dig into your data further to help explain the particular order of events for this conversation; I don't have access to your data in the way Care does to investigate this.
SethAtGenesys | 2020-06-16 13:12:37 UTC | #7
in general, a station participant will be added by the telephony stack if there's a problem communicating with an agent's phone. it's not something that should happen during successful call processing. if the routing system encounters a station participant, it will try to assign the call to a new agent.
system | 2020-07-17 13:12:41 UTC | #8
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ref: 7987