carlos.camacho | 2022-03-06 08:05:49 UTC | #1
Hi guys!
I am trying to add data to the SIP header via API "PUT Set uuiData to be sent on future commands".
https://developer.genesys.cloud/api/rest/v2/conversations/#put-api-v2-conversations-calls--conversationId--participants--participantId--communications--communicationId--uuidata
When I go in to view this API I see that 3 properties are needed, conversationId, participantId and communicationId. Also I will have to add in the body the data I want to add to the uuiData.
I have some doubts about this, maybe you can help me?
- The participantId field, which one should I use? the agent's participantId? the customer's participantId?
- As far as I know the communicationId is the "id" inside "calls", but in a conversation I have several communicationId (again the agent's, customer's...) which communicationId should I use?
I have opened a query to Custome Care, but they send me directly here...
Thanks in advance for your help. Best regards.
Jerome.Saint-Marc | 2022-03-07 13:49:59 UTC | #2
Hello,
If you want an agent to transfer the call to an external/new destination, and to set the UUI data on this call leg: participantId will be the id of the agent's participant (purpose = agent). communicationId will the id of the call (inside agent's participant).
The communicationId corresponds to the id of the call/session for the agent participant.
- If you invoke GET /api/v2/conversations/{conversationId} (get_conversation), this will correspond to the "id" of the call (call object in the "calls" array) in the agent's participant element.
- If you invoke GET /api/v2/analytics/conversations/{conversationId}/details or POST /api/v2/analytics/conversations/details/query (postanalyticsconversationsdetailsquery), this will correspond to the "sessionId" of the session (session object in "sessions" array, with "mediaType" = "voice") in the agent's participant element.
And you of course need to enable dynamic UUI Data on your Trunk (BYOC/External SIP).
Regards,
carlos.camacho | 2022-03-07 15:19:14 UTC | #3
Hi @Jerome.Saint-Marc
First of all, thank you for your quick response.
I understand what you comment, then I must use the conversationId, the agent's participantId and the agent's communicationId as well.
To confirm it 100% with you, I leave an example of a conversation:
[details="Resumen"] { "id": "deb718bc-a811-4346-b4e1-4c4705a2f2c5", "startTime": "2022-03-07T14:50:03.305Z", "address": "tel:+34xxxxxxxxx", "participants": [ { "id": "ecadb250-3535-444c-b0c6-2ee340127ba4", "startTime": "2022-03-07T14:50:03.305Z", "connectedTime": "2022-03-07T14:50:03.428Z", "name": "Mobile Number, Spain", "queueId": "ea8d7927-074b-4736-aaeb-815d5291d805", "queueName": "BSSPPMLCASVOZ", "purpose": "customer", "participantType": "External", "address": "tel:+34xxxxxxxxx", "ani": "tel:+34xxxxxxxxx", "aniName": "Mobile Number, Spain", "dnis": "tel:+34xxxxxxxxx", "wrapupRequired": false, "attributes": { "OfrecidasBilbao": "0", "Intervalo": "2022-03-07T14:30:00.000Z/2022-03-07T15:00:00.000Z", "TotalOfrecidas": "0", "ColaPrincipal": "BSSPPMLCASVOZ", "PorcentajeBilbao": "1", "RepartoInicial": "BSSPPMLCASVOZ", "ColaBackup": "GSSPPMLCASVOZ", "PorcentajeGijon": "0", "OfrecidasGijon": "0", "Potencialidad": "Desactivada" }, "calls": [ { "state": "connected", "id": "9eca8cc2-6c9e-4b5c-8d19-6e2199c026a1", "direction": "inbound", "recording": true, "recordingState": "active", "muted": false, "confined": false, "held": false, "segments": [ { "startTime": "2022-03-07T14:50:03.306Z", "endTime": "2022-03-07T14:50:03.428Z", "type": "System", "howEnded": "Interact" }, { "startTime": "2022-03-07T14:50:03.428Z", "type": "Interact", "howEnded": "Disconnect" } ], "connectedTime": "2022-03-07T14:50:03.428Z", "disconnectReasons": [], "provider": "Edge", "self": { "name": "Mobile Number, Spain", "nameRaw": "", "addressNormalized": "tel:+34xxxxxxxxx", "addressRaw": "sip:+34xxxxxxxxx@52.28.196.118", "addressDisplayable": "unavailable" }, "other": { "name": "Vizcaya, Spain", "nameRaw": "", "addressNormalized": "tel:+34xxxxxxxxx", "addressRaw": "sip:+34xxxxxxxxx@10.72.13.71:8140;transport=tcp", "addressDisplayable": "unavailable" }, "afterCallWorkRequired": false } ], "callbacks": [], "chats": [], "cobrowsesessions": [], "emails": [], "messages": [], "screenshares": [], "socialExpressions": [], "videos": [] }, { "id": "38e60564-9ac0-4198-b21e-bda367074e71", "startTime": "2022-03-07T14:50:03.318Z", "endTime": "2022-03-07T14:50:04.731Z", "connectedTime": "2022-03-07T14:50:03.336Z", "name": "Vizcaya, Spain", "purpose": "ivr", "participantType": "IVR", "address": "sip:30d5dcee-b669-4379-b241-3e588a44eebe@127.0.0.1;language=en-US;user=ivr", "ani": "tel:+34xxxxxxxxx", "aniName": "Mobile Number, Spain", "dnis": "sip:30d5dcee-b669-4379-b241-3e588a44eebe@127.0.0.1;language=en-US;user=ivr", "wrapupRequired": false, "attributes": {}, "calls": [ { "state": "terminated", "id": "86b9446e-616e-427a-9188-b50c160c3291", "direction": "inbound", "recording": false, "recordingState": "none", "muted": false, "confined": false, "held": false, "segments": [ { "startTime": "2022-03-07T14:50:03.318Z", "endTime": "2022-03-07T14:50:03.336Z", "type": "System" }, { "startTime": "2022-03-07T14:50:03.336Z", "endTime": "2022-03-07T14:50:04.731Z", "type": "IVR", "howEnded": "Disconnect", "disconnectType": "transfer" } ], "disconnectType": "transfer", "connectedTime": "2022-03-07T14:50:03.336Z", "disconnectedTime": "2022-03-07T14:50:04.731Z", "disconnectReasons": [], "provider": "Edge", "peerId": "9eca8cc2-6c9e-4b5c-8d19-6e2199c026a1", "self": { "name": "Vizcaya, Spain", "nameRaw": "Vizcaya, Spain", "addressNormalized": "sip:30d5dcee-b669-4379-b241-3e588a44eebe@127.0.0.1;language=en-US;user=ivr", "addressRaw": "sip:30d5dcee-b669-4379-b241-3e588a44eebe@127.0.0.1;language=en-US;user=ivr", "addressDisplayable": "unavailable" }, "other": { "name": "Mobile Number, Spain", "nameRaw": "Mobile Number, Spain", "addressNormalized": "tel:+34xxxxxxxxx", "addressRaw": "sip:+34xxxxxxxxx@10.72.13.71;user=phone", "addressDisplayable": "unavailable" }, "afterCallWorkRequired": false } ], "callbacks": [], "chats": [], "cobrowsesessions": [], "emails": [], "messages": [], "screenshares": [], "socialExpressions": [], "videos": [] }, { "id": "bd96fb54-e3b0-40b6-b63b-3ea0ea29ee29", "startTime": "2022-03-07T14:50:04.739Z", "endTime": "2022-03-07T14:50:04.999Z", "connectedTime": "2022-03-07T14:50:04.748Z", "name": "BSSPPMLCASVOZ", "queueId": "ea8d7927-074b-4736-aaeb-815d5291d805", "queueName": "BSSPPMLCASVOZ", "purpose": "acd", "participantType": "ACD", "address": "sip:ea8d7927-074b-4736-aaeb-815d5291d805@127.0.0.1;language=es-ES;src=https://edge-proxy.eu-central-1.mypurecloud.de/connector/v1/organizations/509193c9-ee77-4c1b-aed4-1027704c4031/defaults/ivr/0f3d7c7d-4437-4a8e-9abf-ca46ecca47f5/defaultentrypoint.vxml;user=acd", "ani": "tel:+34xxxxxxxxx", "aniName": "Mobile Number, Spain", "dnis": "sip:ea8d7927-074b-4736-aaeb-815d5291d805@127.0.0.1;language=es-ES;src=https://edge-proxy.eu-central-1.mypurecloud.de/connector/v1/organizations/509193c9-ee77-4c1b-aed4-1027704c4031/defaults/ivr/0f3d7c7d-4437-4a8e-9abf-ca46ecca47f5/defaultentrypoint.vxml;user=acd", "wrapupRequired": false, "conversationRoutingData": { "queue": { "id": "ea8d7927-074b-4736-aaeb-815d5291d805", "selfUri": "/api/v2/routing/queues/ea8d7927-074b-4736-aaeb-815d5291d805" }, "priority": 6, "skills": [], "scoredAgents": [] }, "attributes": { "ivr.Priority": "6" }, "calls": [ { "state": "terminated", "id": "6f0316ad-6e80-4116-a4ea-dc7e56850528", "direction": "inbound", "recording": false, "recordingState": "none", "muted": false, "confined": false, "held": false, "segments": [ { "startTime": "2022-03-07T14:50:04.739Z", "endTime": "2022-03-07T14:50:04.748Z", "type": "Delay" }, { "startTime": "2022-03-07T14:50:04.748Z", "endTime": "2022-03-07T14:50:04.999Z", "type": "Interact", "howEnded": "Disconnect", "disconnectType": "transfer" } ], "disconnectType": "transfer", "connectedTime": "2022-03-07T14:50:04.748Z", "disconnectedTime": "2022-03-07T14:50:04.999Z", "disconnectReasons": [ { "type": "sip", "code": 410, "phrase": "Gone" } ], "provider": "Edge", "peerId": "9eca8cc2-6c9e-4b5c-8d19-6e2199c026a1", "self": { "name": "BSSPPMLCASVOZ", "nameRaw": "BSSPPMLCASVOZ", "addressNormalized": "sip:ea8d7927-074b-4736-aaeb-815d5291d805@127.0.0.1;language=es-ES;src=https://edge-proxy.eu-central-1.mypurecloud.de/connector/v1/organizations/509193c9-ee77-4c1b-aed4-1027704c4031/defaults/ivr/0f3d7c7d-4437-4a8e-9abf-ca46ecca47f5/defaultentrypoint.vxml;user=acd", "addressRaw": "sip:ea8d7927-074b-4736-aaeb-815d5291d805@127.0.0.1;language=es-ES;src=https://edge-proxy.eu-central-1.mypurecloud.de/connector/v1/organizations/509193c9-ee77-4c1b-aed4-1027704c4031/defaults/ivr/0f3d7c7d-4437-4a8e-9abf-ca46ecca47f5/defaultentrypoint.vxml;user=acd", "addressDisplayable": "unavailable" }, "other": { "name": "Mobile Number, Spain", "nameRaw": "Mobile Number, Spain", "addressNormalized": "tel:+34xxxxxxxxx", "addressRaw": "sip:+34xxxxxxxxx@10.72.13.71;user=phone", "addressDisplayable": "unavailable" }, "afterCallWorkRequired": false } ], "callbacks": [], "chats": [], "cobrowsesessions": [], "emails": [], "messages": [], "screenshares": [], "socialExpressions": [], "videos": [] }, { "id": "44a81e04-b679-4d7c-9e1a-cf591e680771", "startTime": "2022-03-07T14:50:05.013Z", "connectedTime": "2022-03-07T14:50:04.998Z", "name": "EX0000000", "userUri": "/api/v2/users/148bedeb-375c-4e33-88a4-ac7f8f5e3d20", "userId": "148bedeb-375c-4e33-88a4-ac7f8f5e3d20", "queueId": "ea8d7927-074b-4736-aaeb-815d5291d805", "queueName": "BSSPPMLCASVOZ", "purpose": "agent", "participantType": "Internal", "address": "sip:61bae7c1862c231b9d0137a6+totalenergies.orgspan.com@localhost", "ani": "sip:+34xxxxxxxxx@10.72.13.71;user=phone", "aniName": "Mobile Number, Spain", "dnis": "sip:61bae7c1862c231b9d0137a6+totalenergies.orgspan.com@localhost", "wrapupRequired": true, "wrapupPrompt": "timeout", "wrapupTimeoutMs": 300000, "alertingTimeoutMs": 8000, "attributes": {}, "calls": [ { "state": "connected", "id": "6bc7c427-8ded-4fec-8145-bc5a1dc03e8e", "direction": "inbound", "recording": false, "recordingState": "none", "muted": false, "confined": false, "held": false, "segments": [ { "startTime": "2022-03-07T14:50:05.013Z", "endTime": "2022-03-07T14:50:05.013Z", "type": "Alert", "howEnded": "Interact" }, { "startTime": "2022-03-07T14:50:05.013Z", "type": "Interact", "howEnded": "Disconnect" } ], "startAlertingTime": "2022-03-07T14:50:05.170Z", "connectedTime": "2022-03-07T14:50:04.998Z", "disconnectReasons": [], "provider": "Edge", "peerId": "9eca8cc2-6c9e-4b5c-8d19-6e2199c026a1", "self": { "nameRaw": "xxxxxxx@xxxxxx.com", "addressNormalized": "sip:61bae7c1862c231b9d0137a6+totalenergies.orgspan.com@localhost", "addressRaw": "sip:61bae7c1862c231b9d0137a6+totalenergies.orgspan.com@10.72.22.90;language=es-ES;user=station", "addressDisplayable": "unavailable" }, "other": { "name": "Mobile Number, Spain", "nameRaw": "Mobile Number, Spain", "addressNormalized": "sip:+34xxxxxxxxx@10.72.13.71;user=phone", "addressRaw": "sip:+34xxxxxxxxx@10.72.13.71;user=phone", "addressDisplayable": "unavailable" }, "afterCallWorkRequired": false } ], "callbacks": [], "chats": [], "cobrowsesessions": [], "emails": [], "messages": [], "screenshares": [], "socialExpressions": [], "videos": [] } ], "recordingState": "ACTIVE", "divisions": [ { "division": { "id": "7138d4fb-fca6-451c-85e7-a787198bde1f", "selfUri": "/api/v2/authorization/divisions/7138d4fb-fca6-451c-85e7-a787198bde1f" }, "entities": [ { "id": "d871e404-8087-4011-a726-ab9cc2913867", "selfUri": "/api/v2/flows/d871e404-8087-4011-a726-ab9cc2913867" }, { "id": "5923084f-856b-420b-a414-066c27507c69", "selfUri": "/api/v2/flows/5923084f-856b-420b-a414-066c27507c69" } ] }, { "division": { "id": "6495e5da-5eb3-4b7b-b511-acc576af1927", "selfUri": "/api/v2/authorization/divisions/6495e5da-5eb3-4b7b-b511-acc576af1927" }, "entities": [ { "id": "ea8d7927-074b-4736-aaeb-815d5291d805", "selfUri": "/api/v2/routing/queues/ea8d7927-074b-4736-aaeb-815d5291d805" }, { "id": "148bedeb-375c-4e33-88a4-ac7f8f5e3d20", "selfUri": "/api/v2/users/148bedeb-375c-4e33-88a4-ac7f8f5e3d20" } ] } ], "selfUri": "/api/v2/conversations/deb718bc-a811-4346-b4e1-4c4705a2f2c5" } [/details]
I understand that in this example I give you, what I should use would be:
conversationId: deb718bc-a811-4346-b4e1-4c4705a2f2c5 participantId: 44a81e04-b679-4d7c-9e1a-cf591e680771 (purpose = agent) communicationId: 6bc7c427-8ded-4fec-8145-bc5a1dc03e8e (purpose = agent)
Is this correct?
Thanks in advance. Best regards.
Jerome.Saint-Marc | 2022-03-07 15:21:48 UTC | #4
That's correct.
Regards,
system | 2022-04-07 15:22:17 UTC | #5
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