Cancel Callbacks waiting on queue by Administrator or agents

Genesys Cloud Applications Architect
1

Hi,

I want to know if it is possible in Purecloud to cancel a callback waiting on queue by either an agent or administrator

for example, a customer choose to be called back while he was waiting a long time for an agent and then he disconnect the call

In the meantime, this customer call again, and he got answered by an agent, so here the callback scheduled previously doesn't have sens

Now, my question how to cancel this callback by agent ?

Thank you in advance.

2

I believe PATCH /api/v2/conversations/callbacks/{conversationId} or POST /api/v2/conversations/{conversationId}/disconnect should work for that.

3

Hi Tim,

Thanks for your feedback, so you mean that we have to involve API for this, because there is no basic function with Purecloud that can do it

Many thanks

4

There's not an Architect Action to disconnect another conversation, if that's what you're looking for. If you're not looking for development-focused answers, try posting on the PureCloud Community Forum. You can request new features at https://purecloud.ideas.aha.io/ideas.

5

Thank you Tim
Have a good day

6

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