peterg | 2016-09-01 22:42:32 UTC | #1
We have a customer that wants to do a round robin external transfer from the IVR. For example, caller presses a menu digit then call#1 is transferred to external#1, call#2 is transferred to external#2, etc. Will the CallForwarding or TransferRequest model work for external transfers? Or is there something else that would work better?
Thanks, Peter
GenesysCommunity | 2016-09-02 15:30:25 UTC | #2
@peterg Thank you for your question. This Developer Forum is focused on topics related to the PureCloud Platform API and other API integration points. We are working to launch a product-focused forum in Q1 2017. In the meantime, please visit https://help.mypurecloud.com/ for product documentation, guides, videos, and other information. For product support issues, please contact PureCloud Support.
Documentation for Architect can be found at https://help.mypurecloud.com/articles/about-architect/.
peterg | 2016-09-02 16:04:18 UTC | #3
I'm sorry, but I don't see how this is not a developer question. I need to know if PureCloud has the ability to do an external transfer as part of a customization. When I looked at the online resources you mentioned, I found two models that look like they may do what we need but there is no documentation associated with either model that describes any limitations to its use.
I'm glad to hear that ININ is working on another forum, but is it in ININ's best interest to say we won't answer the question until next year? If the functionality isn't available now, that's fine. We would much rather tell the customer that feature is not available than not answer their question.
Any help you can provide would be greatly appreciated.
anon31479118 | 2016-09-02 17:17:54 UTC | #4
@peterg
Of course we do not want you to wait for the new PureCloud Communities to come live before receiving an answer to your inquiry. Architect is a standalone application which currently works with the Edge platform directly and does not have exposed public APIs. As a result, anything that needs to be built in a call flow must be built in Architect directly through the application interface and not programmatically through APIs.
The gist of the earlier response is that there is a set of documentation for Architect in the resource center (help.mypurecloud.com) which addresses your question directly. The intent of this developer forum is to answer questions related specifically to building applications and integrations with PureCloud Public APIs. Direct product support questions are handled by PureCloud Product Support. We draw the line here to make sure people post their questions in the right place and get direct answers quicker from the teams who specialize in those product components. In 2017 we'll be unveiling our Communities project to directly address queries similar to what you have posted here today. I'm an active member of the team tasked with making these communities a reality for our customers and partners. The end result will be awesome, we believe!
In the documentation referenced in the previous section it may seem a little convoluted, so here is how I found the answer you were looking for, and yes it was a little painful. I have taken this up with the documentation team.
- I looked up 'Architect Features'
- In article above I found a link to 'Understanding Architect Concepts'
- The resulting article referenced 'Actions for Call Flow'
- In the actions list you can see different transfer operations including a 'Transfer to External Number' action.
Hope that helps! Looking forward to seeing you in our communities.
system | 2017-08-28 19:26:57 UTC | #5
This post was migrated from the old Developer Forum.
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