jorge.manso | 2024-02-08 08:33:40 UTC | #1
Hi,
we are trying to link two calls when an outgoing call is made while in wraup time of an incoming call.
To do this, in the agent script we launch the data action from the agent script where the active calls of that agent are consulted with the API (/api/v2/analytics/conversations/details/query).
{ "interval": "${input.fecha}", "order": "asc", "orderBy": "conversationStart", "paging": { "pageSize": "1", "pageNumber": 1 }, "segmentFilters": [ { "type": "and", "predicates": [ { "type": "dimension", "dimension": "direction", "operator": "matches", "value": "inbound" }, { "type": "dimension", "dimension": "mediaType", "operator": "matches", "value": "voice" }, { "type": "dimension", "dimension": "userId", "operator": "matches", "value": "${input.userID}" } ] } ], "conversationFilters": [ { "type": "and", "predicates": [ { "type": "dimension", "dimension": "conversationEnd", "operator": "notExists", "value": null } ] } ] } So far so good.
The problem is when an agent transfers an incoming call to another queue or an external number and another call comes in (or makes an outgoing call) because when querying the API it responds that it has an active call, i.e., the call it transferred is no longer in the queue, as it is active, it is still going out to the agent.
Only link the call that is in wraup time and the outgoing call.
This call should no longer be active for the agent because he no longer has control over it.
Has anyone encountered a challenge like this?
Thank you very much.
system | 2024-03-09 08:34:04 UTC | #2
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