DebrupRoyChowdhury | 2020-02-28 23:24:28 UTC | #1
Use case: I have an ongoing conversation from a customer in ivr. It hasn't been transferred to any ACD queue yet. On reaching a particular ivr node, I want to directly connect the customer to a 3rd person (not any agent or purecloud user). I only have the phone number to which I want to send the customer's call and the queue id over which I want to send it.
Tested solution: I've tried out this API /api/v2/conversations/calls/{conversationId}/participants/{participantId}/replace and it works for this use case if I replace the "ivr" participant by sending a transfer request object like { "address": "tel:+918127897581", "queueId": "eb7597e4-c052-422c-8cf0-ffddf4f14340" } ?
Questions:
- Is there a better way to achieve the same result? I'd prefer adding a participant than replacing one but only an existing participant can add a new one. In current state, the only two participants are customer and ivr. Is there a way to use the "ivr" participant to add the new participant?
- Will the address format of "tel:+<countrycode><phonenumber>" always work? Should I be handling some ani parsing issues?
Jerome.Saint-Marc | 2020-03-03 14:31:21 UTC | #2
Hello,
It is not possible to add a participant via the API (I assume you are using a PureCloud Data Action for this). You can only replace the participant with another one (number, queue, user).
I am not sure I understand why you are using the Platform API to transfer the call to a number. There is a "Transfer to Number" action available directly in Architect flow.
system | 2020-04-03 14:31:22 UTC | #3
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