Ability to perform call control actions on conversation

[Michael.Shrall]

We have had needs to be able to disconnect participants, transfer calls, and other call control actions from a API connection which is not the users session. In PureConnect this was the concept of doing something on someone's behalf or system user. This same type of control would be useful with calls are still in the system (waiting ACD) or transferred to another external phone number.

I posted a specific question about it here a while back:

Pulling a transfer call back using Conversation Replace

Scenario: Inbound call to PureCloud Architect Flow transfers call to external number or sip address. Not using release link so it is tromboned through PureCloud At a point in the call, we want to pull the call back and transfer the call to a flow or a queue. Ideally we would like the outbound call in step 2 would be disconnected and the original inbound call would be transferred to the new location. I have tried using the conversation replace API with all participants in the conversation. …

I am curious if there are any new changes to the APIs that would allow for this type of control from an elevated permission or user account.

[anon66637029]

Michael - per our earlier email - this is something I'm hoping we can start to put some focus on in the nearer term. It was a good idea when you voiced it a year ago and we just haven't had the ability to get it started.

I will follow-up some more with dev on this and see what we can do to get this moving.

thanks,
Chris