BenjaminRamsay | 2016-12-28 13:59:24 UTC | #1
Is it possible using the API to transfer a call directly to someone's voicemail?
Also, is it possible to send an alerting ACD Interaction directly to your own voicemail? With the UI your choices are only answer it, or ignore it and get placed into "Not Responding" status. Some of our smaller ACD Queue groups aren't really call centers so much as just departmental workgroups, and they'd like the ability to say "Not right now" to certain callers sometimes.
tim.smith | 2016-12-28 16:08:26 UTC | #2
BenjaminRamsay, post:1, topic:747
Is it possible using the API to transfer a call directly to someone's voicemail?
Yes, use POST /api/v2/conversations/calls/{callId}/participants/{participantId}/replace with your participant ID. In the body, specify a user's GUID for userName and voicemail=true.
BenjaminRamsay, post:1, topic:747
is it possible to send an alerting ACD Interaction directly to your own voicemail?
Unfortunately, no. I've added this case to CS-742.
BenjaminRamsay | 2016-12-28 16:44:09 UTC | #3
Got it, thank you. Could I not just use the same endpoint you mention above to "transfer" to my own voicemail as an indirect means of handling ACD interaction calls in that way?
tim.smith | 2016-12-28 16:47:56 UTC | #4
You can send a call to your own voicemail, but it has to be connected first. Same limitation as holding and non-VM transfers.
Trying to transfer the alerting call, including sending to your VM or anyone else's, will return a 400 with the error "You can only transfer conversations that are in the connected state."
BenjaminRamsay | 2017-02-02 04:02:44 UTC | #5
I just found an interesting distinction that I didn't pick up on until now:
You can transfer an alerting call (to your own VM or to someone else) as long as it is a standard business call. However, you cannot transfer an alerting ACD Interaction call. Trying that produces the error @tim.smith mentions above.
So you can transfer/voicemail an alerting direct business call without first answering it, but not an ACD call. And you still cannot place either type of call On Hold without first answering it.
BenjaminRamsay | 2017-02-26 19:38:35 UTC | #6
@tim.smith sorry to keep resurrecting this one, but I've noticed that I'm able to transfer to my own voicemail, but not to the voicemail of other users. I'm using the endpoint you suggested: POST /api/v2/conversations/calls/{callId}/participants/{participantId}/replace
And in the body I'm providing the GUID of another user and voicemail=true: { "userId": "1eed3190-xxxx-xxxx-xxxxxxxxxx58dde2", // (Not my GUID, another user's) "voicemail": true }
However this just sends the call to my own voicemail. I get this behavior using both Developer Tools and the .NET SDK. Something I'm doing wrong?
tim.smith | 2017-02-27 17:15:48 UTC | #7
I've checked with the dev team on this and there is no functionality in PureCloud to transfer a call to another user's voicemail. The request you're sending is actually trying to do two things, transfer to the user and send to your own voicemail, but the voicemail command wins. I've submitted a change to update the docs for the voicemail property to read "If true, transfer to the voicemail inbox of the participant that is being replaced."
If you can provide a brief summary of your use case for transferring to another user's voicemail, I can get an enhancement request for the feature submitted.
BenjaminRamsay | 2017-02-27 17:41:53 UTC | #8
Typical use case example: I take a call, and the caller asks to speak to you. I stick them on hold and ask you if you're available to talk to so-and-so right now. You don't want to, so you say, "not now, send them to my voicemail". You could simply decline the call, or temporarily change your status to Busy until the transfer hits voicemail naturally, but it's nice for the person doing the transfer (me) to be able to send it straight to VM without any work by the receiving party (you). Imagine a receptionist handling calls for an exec.
Another use case is when someone is away from desk, but forgot to change their status off of Available. When transferring to them, I want to send a caller straight to their VM without subjecting them to 30 seconds of ringing first.
Again this primarily stems from the simple fact that we were used to being able to do it in CIC, so people got in the habit of having that capability.
Thanks
tim.smith | 2017-02-27 18:16:34 UTC | #9
Thanks, this has been submitted and is linked to your account.
system | 2017-08-28 19:29:34 UTC | #10
This post was migrated from the old Developer Forum.
ref: 747