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Bridge Action to retrieve last Agent that forwards a call to an In-Queue Call Flow

  • 1.  Bridge Action to retrieve last Agent that forwards a call to an In-Queue Call Flow

    Posted 06-05-2025 18:40

    stefano.pucci | 2017-03-09 16:53:32 UTC | #1

    Hi everybody,

    I have a question for you. I know is not really related to developer side but if you can help me on this will be appreciate !

    I'd like to configure a Post Call Survey after every call answered by an agent. In the Architect I've created a Post Call Survey flow as In-Queue Call Flow and I can collect input digit. I need also to know through Architect , who is the agent that transfered that call to Post Call Survey, in order to collect Agent Name,Question(Collect Digit) and then write these values on Database or on Survey Gizmo through web-dip-connector.

    Could you please explain me , first of all, if is possible to retrieve Last Agent Name from an In-Queue Call Flow?And how? Using Call Bridge Action?And what are all steps that I have to do?

    I'm not too familiar with Bridge Action,Connector and so on, Could you please help me? Thanks Stefano

    tim.smith | 2017-03-09 16:08:24 UTC | #2

    You can use GET /api/v2/conversations/calls/{callId} to get the conversation object. Inspect the participants to determine the agent that participated in the call most recently. If you need more information about the agent than exists on the conversation, use GET /api/v2/users/{userId} to retrieve user data.

    stefano.pucci | 2017-03-09 16:39:18 UTC | #3

    Hi Tim,

    thank you for the answer. Can you provide me the right procedure for :

    • Connector Details
    • Endpoint Address
    • Action/Request Schema/End Point to put in the custom Action

    Thanks Stefano

    tim.smith | 2017-03-09 16:53:06 UTC | #4

    If you're planning to make PureCloud API calls via a bridge server, you'll need to build an integration that uses a custom schema. The values you're asking for are determined by the integration you build. Documentation can be found here: https://developer.mypurecloud.com/api/webservice-datadip/

    stefano.pucci | 2017-03-10 14:01:11 UTC | #5

    We will need two Bridge connectors / actions in Architect :

    The first one is the endpoint we need to call to retrieve the call information according to the callId (we want to get the participant ID with this call, that will be used as the user ID) : https://api.mypurecloud.ie/api/v2/conversations/calls/{callId}?access_token=XXXXXX

    The second one is the endpoint we need to call to retrieve the detailed user information (user first name and last name) : https://api.mypurecloud.ie/api/v2/users/{userId}?access_token=XXXXXXX

    • Can we do direct call to the Purecloud API using bridge connectors and actions, without having to deal with authentication information (API token ...) ? This should be possible as, in term of architecture, it is an internal call (Purecloud requests information to Purecloud) • If not, how can we deal with authentication, headers, and body properties ? For instance, how can we set the API token in the connector / action properties ? • Can we query any kind of REST request, such as GET, POST, PUT, DELETE ?

    Thanks for the support Stefano

    tim.smith | 2017-03-10 16:12:32 UTC | #6

    stefano.pucci, post:5, topic:1026
    Can we do direct call to the Purecloud API using bridge connectors and actions, without having to deal with authentication

    No, all API requests must be authenticated.

    stefano.pucci, post:5, topic:1026
    If not, how can we deal with authentication, headers, and body properties ? For instance, how can we set the API token in the connector / action properties ?

    When you build a bridge server integration, all PureCloud is concerned about is that you accept the request it sends and you send a response according to the schema you configured. What happens between those steps is entirely up to you. The fact that you're accessing the API from a bridge server integration doesn't change how you consume the API. You will still authenticate using the client credentials oauth grant and then make authenticated requests to the API. You can use one of the SDKs or make the requests in whatever manner you choose.

    stefano.pucci, post:5, topic:1026
    Can we query any kind of REST request, such as GET, POST, PUT, DELETE

    You can use the PureCloud API as it's documented.

    system | 2017-08-28 19:32:49 UTC | #7

    This post was migrated from the old Developer Forum.

    ref: 1026



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