dkprado | 2018-12-03 18:42:25 UTC | #1
Hi. In a normal Inbound architect flow, I have an agent participant doing the acw's wrapup. I can see the wrapup code when querying that conversation, under the "purpose": "agent" / "segmentType": "wrapup" .
In an alternate step of my flow, there will be no human interaction. Then I call Set Wrapup Code function in the architect flow, before the final message and disconnect steps. The problem is that I cannot see this wrapup when querying the conversations/details. Same thing when I query conversations/aggregates -- the ivr automatic wrapup doesn't even show up in the aggretates.
Any suggestion? Thanks.
Note: In my queries I am sure I am not filtering off that information, by filtering participants or something like that. I'm just browsing the entire conversation/details.
tim.smith | 2018-12-03 22:11:47 UTC | #2
I would expect the wrap code to be set on the IVR participant. Have you looked at the full conversation object to check all of the participants for wrap up codes?
dkprado | 2018-12-04 11:16:54 UTC | #3
Hi Tim.
Yes, I have looked at the full conversation object. I've just made a new test, with the same result. In this flow I get two participants: External and IVR. I'm sharing the conversation details below (hope this is fine).
{
"conversations": [
{
"conversationId": "773e2054-57f9-4f86-9508-0f74c987cdb3",
"conversationStart": "2018-12-04T11:06:08.583Z",
"conversationEnd": "2018-12-04T11:06:25.802Z",
"mediaStatsMinConversationMos": 4.373844623565674,
"mediaStatsMinConversationRFactor": 91.49325561523438,
"participants": [
{
"participantId": "fa7f286d-e5de-44f6-a5a2-d917ca7bd56f",
"participantName": "Mobile Number, Brazil",
"purpose": "external",
"sessions": [
{
"mediaType": "voice",
"sessionId": "36fcb3eb-ee8a-48cb-8ba8-520023287759",
"ani": "tel:+5511999662714",
"direction": "inbound",
"dnis": "tel:+551135041928",
"edgeId": "2cf50c7c-f101-4d8e-b021-289e2c718e2f",
"remoteNameDisplayable": "Mobile Number, Brazil",
"segments": [
{
"segmentStart": "2018-12-04T11:06:08.586Z",
"segmentEnd": "2018-12-04T11:06:08.677Z",
"segmentType": "system",
"conference": false
},
{
"segmentStart": "2018-12-04T11:06:08.677Z",
"segmentEnd": "2018-12-04T11:06:25.802Z",
"disconnectType": "peer",
"segmentType": "interact",
"conference": false
}
],
"mediaEndpointStats": [
{
"codecs": [
"audio/PCMA"
],
"minMos": 4.373844623565674,
"minRFactor": 91.49325561523438,
"maxLatencyMs": 35,
"receivedPackets": 839,
"invalidPackets": 0,
"discardedPackets": 0,
"duplicatePackets": 0,
"overrunPackets": 0,
"underrunPackets": 0
},
{
"codecs": [
"audio/opus"
],
"minMos": 4.878093242645264,
"minRFactor": 92.25653076171875,
"maxLatencyMs": 30,
"receivedPackets": 850,
"invalidPackets": 0,
"discardedPackets": 0,
"duplicatePackets": 0,
"overrunPackets": 0,
"underrunPackets": 0
}
],
"recording": true
}
]
},
{
"participantId": "324b8b94-aa56-4a63-8e51-a175b91738b7",
"participantName": "São Paulo, Brazil",
"purpose": "ivr",
"sessions": [
{
"mediaType": "voice",
"sessionId": "f8f3995b-de10-465e-a484-33c50bac9190",
"ani": "tel:+5511999662714",
"direction": "inbound",
"dnis": "tel:+551135041928",
"edgeId": "2cf50c7c-f101-4d8e-b021-289e2c718e2f",
"remoteNameDisplayable": "São Paulo, Brazil",
"peerId": "36fcb3eb-ee8a-48cb-8ba8-520023287759",
"segments": [
{
"segmentStart": "2018-12-04T11:06:08.599Z",
"segmentEnd": "2018-12-04T11:06:08.601Z",
"segmentType": "system",
"conference": false
},
{
"segmentStart": "2018-12-04T11:06:08.601Z",
"segmentEnd": "2018-12-04T11:06:25.608Z",
"disconnectType": "system",
"segmentType": "ivr",
"conference": false
}
],
"mediaEndpointStats": [
{
"codecs": [
"audio/opus"
],
"minMos": 4.878373622894287,
"minRFactor": 92.26860046386719,
"maxLatencyMs": 31,
"receivedPackets": 850,
"invalidPackets": 0,
"discardedPackets": 0,
"duplicatePackets": 0,
"overrunPackets": 0,
"underrunPackets": 0
}
]
}
]
}
]
}
]
}
dkprado | 2018-12-06 11:44:31 UTC | #4
Hi there. Any idea on this topic?
tim.smith | 2018-12-06 16:17:57 UTC | #5
Sorry for the delay, was working on some issues with my edge that were preventing me from testing. Please open a case with PureCloud Care about this. I have confirmed with the dev team that the Set Wrap Up action should be setting the wrap up code on the IVR participant.
dkprado | 2018-12-06 17:06:28 UTC | #6
Thank you Tim. I'll open a case sharing the same information.
system | 2019-01-06 17:18:43 UTC | #7
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