Hello,
I'm looking for a method of adjusting the 'call routing' parameters during or just before transfer - very much an API equivalent of the Architect 'Transfer to ACD' action where priority, skill etc can be set on transfer.
I've had a good look through the API documentation and it seems there's a possibility to send a PATCH call against a call, where the participant data can be adjusted to achieve that but this method seems very brittle, fiddling with data using very low level interfaces and it's generally very prone to race conditions (since we need to patch the entire lift of participants at once).
I have a workaround today where just before a transfer I set some participant attributes (priority, skill) and instead of sending the transfer to a queue I'm sending it to a architect flow which can read the participant data and transfer the call to ACD using whatever was updated on participant attributes.
While the method above works, it had some problems, 1) there's no way to remove skills already on the call, 2) there's no way to set multiple new skills (other than providing a flow with permutations), 3) the 'call history' is all wrong because every transfer hops through an IVR flow.
Is the ability to manage 'routing parameters' via an API endpoint something that will land at some point?
If not, are there any better workarounds?