I am wondering if there is an API that I am not aware of, or if there is a work around for this request.
It seems that this /api/v2/conversations/calls/{conversationId} can help only with the live reflection status (Not after the call as required by the customer).
The workaround I think of is to keep tracking of the values in the status in /api/v2/conversations/calls/{conversationId} which has the following values as explained in the document:
state ( string ): The participant's state. Values can be: 'alerting', 'connected', 'disconnected', 'dialing', 'contacting Valid Values: alerting, connected, contacting, converting, dialing, disconnected, none, offering, terminated, transmitting, uploading
Please, any advice, ideas, or comments can be very helpful.
Those call status appear to be something akin to Call Progress Analysis or Call Progress Detection, or Answering Machine Detection. Those kinds of statuses are typically performed by the dialer that is automatically dialing outbound calls and callbacks. I don't believe you'll be able to get those results using the /api/v2/conversations API. The Conversations API will give you statuses related to the state of the agent's phone extension, but it will not analyze the voice stream of the call to determine if the number being called was busy, out of service, disconnected, etc.
However, you could setup disposition wrap-up codes and the agent could select one of those codes at the end of the call to indicate what they heard on the phone line while making that outbound call.
Regarding, the statuses performed by the dialer, is there a specific API for it? Can I place for example callback in order to have the correct statuses from the dialer? I mean if I use callback, is it possible to reach the statuses I am looking for?
Since our work scenario is that the agent would place a call from CRM Web Application, they would like to register these statuses automatically to their CRM application.
Thank you again for you help and support.
Best Regards,
Ali
Manual wrap up codes may be the way to go but if you're interested in learning more about the Dialer, these are the wrap-up codes it automatically assigns:
The value is assigned to the contact (per number) in the contact list based on the last call/attempt. You should be able to pull it up with Get Contact from the Outbound API or when exporting the entire contact list.
EDIT: It should also show up in the conversation as a wrap up code under the "Dialer" participant.
Thank you for the feedback and your suggestion.
Even though, I wished to have direct api for call-results, I will go with outbound dialer campaign APIs, as you mentioned with your reply.
However, based on /api/v2/outbound/contactlists/{contactListId}/contacts/{contactId} , the results, when the customer reject or has a busy line, should be ININ-OUTBOUND-BUSY. But in this case, the result is ININ-OUTBOUND-SIT-CALLABLE !
After different tries, I found usually the result is basically ININ-OUTBOUND-SIT-CALLABLE when the customer does not answer, which is not the case that I was looking for.
Thank you for the feedback.
I will double check, and if I find the results are incorrect, then I will open the case.
But I am going to assure by asking the same solution that I am looking for that is there a way to have the call status directly from API based on interaction ID? The status are as following: Answered/Busy/Out of service/ etc.
Our customer has his own CRM application, and we will provide him a button to call directly to whatever number at his directory (No Callback, No Outbound Campaign). The request is to update this call status based on API.
Based on my technical manager opinion, this should be a basic in Call Center solution.
Are you asking how to get the wrap up code for a conversation? You can use the conversation APIs to retrieve the conversation and look for the wrap up code on the participant. If that's not what you meant, can you clarify your question?
I am asking about auto status detection. I need API that tells me if the call was Busy/Answered/Out of service/etc.
For more details, my customer has his own API that I should use in order to POST all outbound call status, which made from agents. For this, I need API in Genesys to return for me the call status (Busy/Answered/Out-Of-Service/etc).