Click to call through Queue

[p.hasitha]

I'm using /api/v2/conversations/calls API to make calls from 3rd party apps (click to call). But when testing this with Genesys developer tool, this call generates as conference call. Refer screenshot below. Any advice

{
"phoneNumber": "90xxxxxx63",
"callerId": "",
"callerIdName": "",
"callFromQueueId": "e0d699ca-1ddc-5d7f-bf72-09509cbd51f6",
"callQueueId": "",
"callUserId": "",
"priority": 0,
"languageId": "",
"routingSkillsIds": [],
"conversationIds": [],
"participants": [
{
"address": "",
"name": "",
"userId": "",
"queueId": ""
}
],
"uuiData": "",
"externalContactId": ""
}

[jacobshaw]

Hi @p.hasitha
Another user experiencing a similar problem was able to solve it by turning on the "Placing calls with another app" option in Phone Settings. Maybe this will work for you. If not, this thread also links to a Resource Center article that may help.

Placing a call via API always creates a conference call

Are you merging active conversations? Referring to the relevant article on the Genesys Cloud Resource Center, merging two active conversations will create a conference call, by definition.

[p.hasitha]

Thank you, Jacob, This solution resolved my issue