Any specific key to identify the call is transferred from one Agent to another Agent

[Prasanna]

Hi Team,

In Genesys, how to identify the call is transferred with attribute in the data interaction object.

Please suggest if any other solution how to identify the call is transferred.

[Prasanna]

@Greg_Boston, @tim.smith, @jacobshaw is this possible, or should I raise it servops ticket. Please suggest.

[Zino_Onokpise]

Hi Prasanna,

Could you please provide a bit more context, like what API is this screenshot referring to ?

[Prasanna]

Hi @Zino_Onokpise,

My Requirement is when we initiate a call for Agent1 and the call is answered. Now I have transferred that call to Agent2. Agent2 has picked up.
Now in the backend how I can know that call is transferred or not.
Is any specific key or any API to know whether transferred or not.

Its not an API request, when we make a call screenpop event will trigger
in that data.interaction the data is coming from the Genesys.
Please check the second screenshot data.interaction data.
If there is any key like isTransfer then it would easy to identify.

Please let me know any details are required.
Thank you!

[Zino_Onokpise]

Hi Prasanna,

There isn't any specific key returned in the interaction data that would indicate a call was transfer.

you can make use of GET /api/v2/conversations/calls/{conversationId} to check for multiple participants with the purpose agent. This will illustrate that more than one agent was involved in the call