Hello @Richard.Schott, @GenesysCommunity,
Using iframes, we have created a button to transfer the call to survey, for the call transfer, I would like to know which one will be the best API call to do this functionality.
I was trying with the below:
// Transfer the call to a new queue
POST /api/v2/conversations/calls/{conversation ID}/participants/{participant ID to replace}/replace
{
queueId: 4b137de0-feef-4ba5-9dd8-667242f3b733
}
For ConversationID: Salesforce provides CallObjectIdentifier but finding ParticipantID will be complex. Since the agent will click on this icon, is there no way we can get the agent's ParticipantID attribute in Salesforce ready to use or do we have to find some other way.
I tried this API call and tested it transfers the call when its an outbound call and when there is no queue used in Behalf of queue.
It fails when we use behalf of queue, or simply it fails when its a queue call.
Inbound: I am trying to replace agent's participant ID with queue ID
Outbound: I am trying to replace agent's participant ID with queue ID
Let me know if there is any other api call and the best way to achieve this and if participant ID is required how to target that?
Thanks!