Allow | 2020-05-22 17:14:51 UTC | #1
This is functionality we have in our existing phone switch and I'm not sure if it is possible to do in this phone switch. The business is the taxi cab industry. A customer is waiting for their taxi and they want to talk to the driver. They press a button and our software uses the phone switch API to create a call and connect the driver and the customer on the call. There are NO actual phone switch agents involved with the call. The call is placed by the phone switch, but the two people involved on the call are both customers on their own private cell phones (the driver and the customer). If it matters the way it actually works is a conference call is created on our phone switch with the driver and customer both being part of the conference and no actual agents are part of the conference (it's like the system is the conference initiator without a human agent involved). The system calls customer1, then calls customer2 separately, then joins them together on a conference.
tim.smith | 2020-05-22 18:27:21 UTC | #2
There are only two ways to originate outbound calls:
- A user places the call and it is connected to them
- An outbound campaign places the call, and it is connected to an agent or a flow
You might be able to do an external transfer to the second number, but then the call is no longer part of Genesys Cloud, which probably isn't what you want.
You can request new features and share your use case at https://purecloud.ideas.aha.io/ideas.
crespino | 2020-05-22 19:55:34 UTC | #3
There is no API available on Genesys Cloud to do the exact scenario that you are asking for.
However, your software application can place an inbound call into the Genesys Cloud IVR, the IVR can perform a data action to figure out what taxi driver is assigned to the rider, and then IVR can then transfer that inbound call directly to the taxi driver.
system | 2020-06-22 19:56:02 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: 7868