Adrian_Santamaria | 2023-02-27 11:48:04 UTC | #1
Hello
We wanted the agents to be able to make the customer listen to an audio triggered by the agent itself. For now, we are using a secure flow. However, that excludes that part from the recording, and we want to avoid that.
Then, we considered making a conference call (via consult transfer using a button in the script), so the agent could include a third participant (a flow) to play that audio. The problem here is that the agent is responsible for manually including the customer again, as the consult transfer puts him/her on hold automatically, and there is no Script Action to do it.
We thought then to use the API to do it, but sadly the endpoints to do so require user context, and the script only can launch Data Actions that use Client Credentials.
Do you have any suggestions to achieve this? Thank you!
Adrian_Santamaria | 2023-03-07 12:25:16 UTC | #2
Does someone have any ideas about how to achieve this?
Ebenezer_Osei | 2023-03-07 14:24:40 UTC | #3
Hi,
This forum focuses on questions relating to Genesys Cloud API. I recommend you ask Core app questions in the Community forum.
Best
Adrian_Santamaria | 2023-03-07 19:15:37 UTC | #4
I was asking if there is a way to use the API for creating a conference call by adding a third participant, using Client Credentials (i.e. without being already a participant of the call)
tim.smith | 2023-03-07 19:25:04 UTC | #5
No, you cannot use a client credentials token to manipulate conversation media. You can only do some very limited data-only operations like working with participant data.
If you're working in the context of a script, the typical approach to use user-based API endpoints is to embed an iframe in the script. You then write a web app that uses an implicit grant (or code auth if it's a server-side tech) for the user to authorize the page. Then the page can do user actions. The page will be logged in automatically since they'll have a valid auth cookie, unless some setting prevents that behavior.
Adrian_Santamaria | 2023-03-07 19:29:42 UTC | #6
Thank you, Tim. Yeah, we thought about that, but having to build, maintain and host an external app for this... We wanted a solution that only used Genesys Cloud alone, but sadly it looks like is not possible :frowning:.
tim.smith | 2023-03-07 20:05:05 UTC | #7
Yeah, there's no path to do that within the confines of pure configuration. However, the workaround isn't necessarily complicated. It can be as simple as a HTML page with a little client-side JavaScript hosted in a repo using Github Pages. Of course, there may be confounding factors for your specific situation, but the technical solution itself isn't complicated.
system | 2023-04-07 20:05:31 UTC | #8
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