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End interaction after PATCH a wrapup code for a call

  • 1.  End interaction after PATCH a wrapup code for a call

    Posted 06-05-2025 19:19

    Eduardo_Solano | 2018-06-05 17:45:59 UTC | #1

    Hello

    Im trying to end an interaction without ending conversation because i need to set a schedule callback during some calls marked as "call later".

    The customer has an integration between PureCloud and a external system where they set wrap up code marked as "call later". For this we build a PATCH with the next API:

    /api/v2/conversations/{conversationId}/participants/{participantId}

    only with the next parameters:

    { "wrapup": { "code": "16453d01-a5d6-42be-aeac-145d5c04c187", "name": "Aceptación" }

    What we need here is to end interaction.

    I have found this:

    /api/v2/conversations/{conversationId}/disconnect

    but the problem is that some calls has a schedule callback and what i found is that when i send this request to disconnect it finishes all the conversation and also the callback because as i see the detail for this function:

    "Performs a full conversation teardown. Issues disconnect requests for any connected media. Applies a system wrap-up code to any participants that are pending wrap-up. This is not intended to be the normal way of ending interactions but is available in the event of problems with the application to allow a resyncronization of state across all components. It is recommended that users submit a support case if they are relying on this endpoint systematically as there is likely something that needs investigation."

    which other function can i use in order to remain the callback scheduled?

    Thanks

    tim.smith | 2018-06-05 19:01:35 UTC | #2

    I'd go with:

    1. Agent disconnects call (disconnect the agent's participant id)
    2. Create callback
    3. Assign wrap up code

    This should allow the conversation to stay active. As you've found, the /disconnect resource works as advertised and ends everything.

    Eduardo_Solano | 2018-06-05 19:56:39 UTC | #3

    Hello Tim

    When you say: Agent disconnects call (disconnect the agent's participant id)

    You mean agent manually disconnect call in PureCloud interface?

    how to do that using API automatically without using this function:

    /api/v2/conversations/{conversationId}/disconnect

    Regards

    system | 2018-07-06 19:56:40 UTC | #4

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 2962



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