Add 10 seconds wait before the next call comes in

1

Dear, good afternoon, I find it necessary to create this topic, because as a salesforce developer, I have been entrusted with the mission of creating a button in Lightning web component, which allows cutting off the call to the executive. I have achieved this, but now they ask me that after the call is disconnected, 10 seconds elapse before the next call can enter. I have tried to do this by creating a counter of seconds before the execution of the call cut api, but I have not been successful, it was also tried through a native Genesys Cloud configuration, but no good results were obtained, for example so I request your help regarding this issue.

Stay tuned to your comments. good day!

2

Can you explain what you mean by blocking the next call? Are you trying to ensure someone is unable to get another queue call for a specific time after disconnecting the previous call?

Alex Johnson achieve cx

3

Hello, good morning, if that is the case, the idea is that the executive, after cutting off the call with a personalized button, can spend a few seconds without receiving a call (10 seconds exactly), and then after that time, he can be in the queue again, or with status to receive calls.

I must clarify that this action of delaying the entry of the next call was attempted with the standard Genesys configurations, without obtaining a solution.

4

You can create a button in the script which will call two data actions. The first one will be to change their users status to a specific status and then another one to disconnect the call. With that said, the user would still be in after call work for the interaction until they put in a wrapup.

Alex Johnson achieve cx

5

I understand, now, do you know about any API that allows disconnection? Since we are sending data from Salesforce to Genesys, at the same time changing the status to "disconnected" using the following API: PATCH
/api/v2/conversations/calls/{conversationId}/participants/{participantId}
Update conversation participant. From what I understand of the idea you gave me is that we will use this api to change the call participant to another state, and after a count, through another api should I disconnect the executive?

6

You would use the api to change the current user's status.

/api/v2/users/{userId}/presences/purecloud

Alex Johnson achieve cx

7

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