Hi.
I have a question about AudioHook outbound calls.
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Summary
If you make multiple outbound calls in a row without completing wrap-up process(*1) , call event (*2) of the previous call will be sent to Amazon EventBridge instead of the current call. -
How to Reproduce
- Login to Genesys Softphone
- Make a call (Call A)
- Do not complete the wrap-up process
- Make an outbound call (Call B)
- Do not complete the wrap-up process
- Make an outbound call (Call C)
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What Happens
- If you follow the "How to Reproduce" steps, outbound call event "v2.users.{id}.activity (INTERACTING)" of Call B would be sent to Amazon EventBridge right after the Call C starts
- This happens even if there is a long time gap between the calls. Same thing have happened even when the Call C started around 3 hours after the end of Call B.
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What to Check
- Is starting an outbound call without completing the wrap up process, an expected way of using Genesys Softphone?
- If it is one of the expected ways of using Genesy Softphone, is the reported behaviour a bug？
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Detailed Info
*1 "Image1" on the right side is the screenshot of Genesys Softphone UI before finishing "wrap-up process"
*2 below, are the examples of call events.
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- v2.users.{id}.activity
(ref) https://developer.genesys.cloud/notificationsalerts/notifications/available-topics#v2-users--id--activity - v2.detail.events.conversation.{id}.user.start
(ref) https://developer.genesys.cloud/notificationsalerts/notifications/available-topics#v2-detail-events-conversation--id--user-start - v2.detail.events.conversation.{id}.user.end
(ref) https://developer.genesys.cloud/notificationsalerts/notifications/available-topics#v2-detail-events-conversation--id--user-end
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Image1
Sequences
