API to Gracefully disconnect Web Message from FedRAMP org and honor queue configured ACW time

Web Messaging
1

Hello all,

We have built a web messaging integration with a CRM for a FedRAMP Genesys Cloud Org. For the most part it is working well. We do have one significant challenge however and that is when we disconnect the message via API call. We are using this API (/api/v2/conversations/{conversationId}/disconnect) , which does work, but it does not honor the queues configured ACW/wrap-up time, thus an agent handling a message, will immediately get alerted to any interaction waiting without having time to wrap-up the message or enter his notes.

Is there another API that more gracefully disconnects a web message and does honor the queues configured ACW/wrap-up time? This also will specifically be for a FedRAMP org and not commercial. You can see where the current disconnect behavior could lead to chaos and agents not having time to properly close out the interaction they just finished.

Thanks in advance.

2

Please take note of the description for POST /api/v2/conversations/{conversationId}/disconnect, emphasis added:

Performs a full conversation teardown. Issues disconnect requests for any connected media. Applies a system wrap-up code to any participants that are pending wrap-up. This is not intended to be the normal way of ending interactions but is available in the event of problems with the application to allow a resynchronization of state across all components. It is recommended that users submit a support case if they are relying on this endpoint systematically as there is likely something that needs investigation.

This is the behavior you should expect when using that endpoint. It is working as designed.

See the documentation for disconnecting calls. This applies to all media types using the appropriate endpoint for the media type: https://developer.genesys.cloud/routing/conversations/call-handling-guide#disconnecting-the-call. There's also one specific to messaging: https://developer.genesys.cloud/routing/conversations/messaging-apis#update-a-conversation-by-disconnecting-all-the-participants or https://developer.genesys.cloud/routing/conversations/messaging-apis#update-conversation-participant-s-communication-by-disconnecting-it.

3

Thanks Tim.

Do we know if the Messaging API for disconnect is available in FedRAMP? I want to think we tested that API a few months back and was able to get it functional in a Commercial Org, but it did not seem to work with a FedRAMP Org. If not known, we will attempt test this again with a FedRAMP Org as soon as our time allows.

Thanks again!

4

Fedramp is almost always in sync with all the other environments. If a documented feature is failing to work in fedramp, please open a case with Genesys Cloud Care to report the issue with the base product.

5

Thanks again Tim!

One final question for now.

We are working on this, do you happen to know if the proper FedRAMP region host naming convention for the environmental variable should look like the below? (using Javascript)

Want to be sure we have the region properly called out. I tried searching Developer center for a list of all regions naming convention to be sure we had it correct, but wasn't able to find a listing. I probably overlooked it.

client.setEnvironment(platformClient.PureCloudRegionHosts.us_east_2);

Thanks again,
Shane

6

That should be right. The us-east-2 region isn't specifically noted as fedramp, but the URL hints at it with the us-gov-pure.cloud hostname: https://developer.genesys.cloud/platform/api/.

I think you're using the JavaScript SDK? That's here: platform-client-sdk-javascript/build/src/purecloud-platform-client-v2/PureCloudRegionHosts.js at master · MyPureCloud/platform-client-sdk-javascript · GitHub

Regarding what's not in fedramp, keep an eye on the Genesys Cloud release notes. If a feature is not available in fedramp on release, that's likely to be mentioned.

7

This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.