Im attempting to add a participant to a conversation using:
postConversationsCallParticipants
however when sending this:
{
"participants": [
{
"userId": "33da8768-f040-4526-9330-749afee9c801"
}
]
}
I get this in return
"{"status":404,"code":"not.found","message":"User 33da8768-f040-4526-9330-749afee9c801 is not a participant in the conversation.","contextId":"ec1217c1-9e1b-48b3-8013-8a751f6e02eb","details":[],"errors":[]}"
I am attempting to add a participant so that a supervisor who is not a member of the queue can answer the conversation when they have time.
It appears that the user making the request is trying to add themselves to a conversation they're not a part of. Someone that is a participant in that conversation will have to add them. If the conversation is still waiting in queue, the user should go on queue so they can be ACD assigned the conversation.
Is it not possible for a supervisor (or any user with access to the script) to tell a conversation to add a participant?
Ideally what we would like is for a supervisor to add themselves or another agent they know is available but is not a member of the the queue in question?
To add participants (meaning to create a conference), you must be a member of the conversation. If you're just trying to bypass ACD and transfer a conversation directly to someone, use POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace.
Thats what were using now, however were concerned about situations where an agent does not accept the chat or call, the conversation will have lost its acd participant and sit in limbo.
after that we are unable to use either ACD or the previous agent participant to transfer the conversation again, It gives me an error...
Is there a way to push the conversation back into the queue?
The call should either roll to the user's voicemail or disconnect. If the caller is remaining on the line but not in queue or connected to anyone, please open a case with PureCloud Care to report the issue.
You can request new features to handle this situation at https://purecloud.ideas.aha.io/ideas.
I've never opened a case with PureCloud Care before, can you point me in the right direction.
Calls are going to voicemail, however chat interactions are sitting open.
Thanks for your time.
Please reference WC-693 when opening the case for chat; it's a known issue.
Thank you,
Could I also get a link to known issues.
No, our issue trackers are not public.
Im getting an issue trying to transfer a call:
"{"status":400,"code":"conversations.error.transfer.acd.call.unattended","message":"An ACD call cannot be transferred unattended.","messageWithParams":"An ACD call cannot be transferred unattended.","messageParams":{},"contextId":"cfab32bf-d5cb-42ae-b7f5-6c1d98aa1b22","details":[],"errors":[]}"
I can successfully transfer chats but not calls.
Not all media types have the same rules, and that error is indicating that calls can't be cherry picked.
I dont know what you mean,
what rules do i need to follow for calls, and how do I succefully transfer them to myself or an agent
That error indicates that an ACD call cannot be transferred unattended. So you can't do that. You can transfer calls, just not out of an ACD queue.
So there is no way via api to accept a call waiting in queue by a user not a member of the queue?
Correct, that's what the error message is saying.
Could you provide any ideas/possibility to resolving my solution?
If you need calls to be assigned from an ACD queue, you'll need to make the person a member of the ACD queue and implement ACD routing appropriate for your business needs.
You can request new features at https://purecloud.ideas.aha.io/ideas.
would it be possible to add a agent to a queue, update their presence to on-queue receive the next call in line, and drop the member from the queue
or can I transfer a unattended call to another queue to be answered by a waiting agent