PaulSimpson | 2022-08-02 21:10:55 UTC | #1
Hi, Is it possible to specify a skill when calling the API to perform a consult transfer to an ACD queue? My use case: I have a First and second tier queue. Agents in the first tier perform triage before consult transferring to the second. There are 5 types of escalation, so 5 skills. The plan is to have 5 buttons on the 1st Tier agent's script. Now, I could create 5 "dummy" numbers to consult transfer to, that route through a flow that transfers to the queue with the corresponding skill, but that seems overly complex. I wanted to use a Data Action to call the API to perform the consult transfer to the queue when the button(s) are pressed, but even though I can specify the Queue in the Body, I can't figure out if I can also specify a skill. I hope that makes sense! Ideas welcome :slight_smile: Paul
Eos_Rios | 2022-08-08 13:31:48 UTC | #2
Don't think so, if you're talking about POST /api/v2/conversations/calls/{conversationId}/participants/{participantId}/consult.
We have to do it through a flow for our transfer IVR.
PaulSimpson | 2022-08-02 22:24:21 UTC | #3
That's exactly the call I was hoping to use, yes.
Dang - that would be SO much cleaner than having to have additional flows etc.!
Eos_Rios | 2022-08-03 11:19:19 UTC | #4
There's an AHA vote on it already you can add your voice to - https://genesyscloud.ideas.aha.io/ideas/INB-I-1347
system | 2022-09-03 11:19:27 UTC | #5
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