Callbacks bulk disconnect

[jorge.tapia]

Hi,

We are trying the following API:

POST /api/v2/conversations/callbacks/bulk/disconnect

{
"callbackDisconnectIdentifiers": [
{
"conversationId": "8e7eaf4f-1a09-48d5-b222-950af71929f5"
}
]
}

But the callback is not being disconnected. Is the API working? Are we missing any parameter?

Thanks,

Jorge

[Jerome.Saint-Marc]

Hello,

Running a quick test from the UI, I see it is necessary to also provide the callbackId in your request:

{
    "callbackDisconnectIdentifiers": [
        {
            "callbackId": "XXXXXXXX",
            "conversationId": "YYYYYYYY"
        }
    ]
}

You can find the callbackId in the Conversation Details (GET /api/v2/analytics/conversations/{conversationId}/details).
In the customer's participant structure (purpose = customer), you will have a session structure of mediaType = callback (in the sessions array attribute). The sessionId attribute corresponds to the callbackId needed in the bulk disconnect.

You can also find it in the Conversation Context (GET /api/v2/conversations/{conversationId}).
In the customer's participant structure (purpose = customer), you will have a callback structure (in the callbacks array attribute). The id attribute corresponds to the callbackId needed in the bulk disconnect.

Regards,

[jorge.tapia]

Hi,

'callbackId' is not required according to the documentation.

Shouldn't the API disconnect any scheduled callback associated with the 'conversationId'? What if a conversation has multiple callbacks scheduled?

Thanks,

Jorge

[Jerome.Saint-Marc]

Hello,

As I said, I. just run a test. Request without callbackId (didn't cancelled the callback) - Request with callbackId (did cancel the callback).

You can open a ticket with Genesys Customer Care to report the issue on the API endpoint definition.
The description is provided by the Engineering team in charge of this endpoint, and then automatically processed to be displayed on the Developer Center site.
If there is an issue with it, a ticket is necessary to have them fix it.

Regards,