Change in Notification message when performing outbound call

Platform API Java SDK
1

Hi,

I am working on integrating our CRM system and have come to notice that notification message for a outbound call might have changed in last few weeks. Can someone confirm this please?

This has resulted in our existing integration to stop working. Are these changes documented anywhere and likely to change again? I have checked the PureCloud web and it still seems to have the old participant purposes and states listed below.

What I am noticing:

  • The fparticipant purpose for user/agent used to be 'user' but is now 'agent'
  • The participant purpose for customer used to be 'external' but is now 'customer'
  • When making an outbound call there are two participants (Agent/user) and (external/customer). The states of these participants and order in which these states notification are received has changed causing the existing integration not to work.

1. user (contacting)
2. user (dialing)- external (dialing)
3. user (dialing)- external (connected)
4. user (connected)- external (connected)

to:

  1. agent (dialing)
  2. agent (connected)-customer(dialing)
  3. **agent (connected)-customer (connected)
2

When you say "outbound" are you referring to manually dialed calls or automated outbound dialing?

3

Manually dialed calls :smiley:

4

I'm not seeing this change. I just tested a manually dialed outbound call and see the user and external participants as you first described. If you're seeing agent and customer participants on a conversation, those are typically ACD conversations.

Do you have a conversation ID of a manually dialed call that generated agent/customer participants?

5

id:74467373-0e93-45ee-a9ac-bbee5f4fe9fe

Let me know if you need anything else.

6

I can't see the actual request that was sent to dial that call, but it looks like the call was placed on behalf of a queue. When I place a call on behalf of a queue, I get agent/customer participants instead of user/external. Can you confirm it is the case that the different behavior is caused by dialing on behalf of a queue?

7

Is there a reason why these two scenarios different?

8

One is on behalf of a queue, so it's considered ACD. The other is not associated with any queue, so it's not an ACD conversation.

9

Ok. Got it.

But is this (2 variation) and the difference in notification message always been the same or has this changed recently? Can you please confirm?

10

It's always been agent/customer for ACD and user/external for non-ACD AFAIK; I've never seen it any other way.

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