Hello:
I'm working a sales process that requires calls be consult transferred to external parties. The intent is to send the phone number of the party to be transferred as the ANI on the consultation call. I've tried using the callerId and callerIdName fields in POST /api/v2/conversations/calls to no avail. I've tried various combinations of ani, aniName, dnis and address in POST /api/v2/conversations/calls/{conversationId}/participants with no joy. Any ideas?
This may be related to your outbound calling address settings. If you're sending the values per the documentation and the API request is successful, please open a case with PureCloud Care to investigate as the API is working correctly; something related to how PureCloud is placing the call is not.
Digging in further, the issue is that all combinations of placing outbound calls by API seem to use the agent's user profile, not the queue. Even when assigning a queue to call on behalf of, it checks whether the user has a DID and does not honor the queue's outbound calling ID. This is different behavior than when placing a call on behalf of the queue through the UI, which does honor the queue's outbound calling ID.
I solved the problem by controlling the agent's user DID before initiating the consult transfer. I think a consult transfer of a call received through a queue ought to check the queue's configuration, not the agent's user profile.
If it is working the way you want it to in the UI then you might want to take a look at what the UI is doing in your browser's developer mode.
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