Hello,
Customer would like their agents to be able to "delete recording" when the a customer said that he don't want to be recorded.
We recommend that the agent will put the call in secured pause and then choose a wrap-up code linked to a policy which doesn't retain the recording.
But they don't want to use wrap-up code for that. Wrap-up code is kind of important for them and they need it to qualified the call.
So i tried to use API:
- To retrieve the recording id : /api/v2/conversations/{conversationId}/recordings
- and then to change the delete date using : /api/v2/conversations/{conversationId}/recordings/{recordingId}
with a date in the past:
{
"deleteDate": "2019-08-01T00:00:00.000Z"
}
This is working well on finished / old conversation from the Developer Tools.
But when i integrated those two data action in a script, I was unable to retrieve recordingId on live call.
I tried again with the Developer Tools with a live interaction and it looks like that I can retrieve recordingId only after the interaction is closed (after setting a wrap-up code)
I was also thinking about setting another wrap-up code with API from the script and have a policy to handle the delete date, but it looks like we can have only one wrap-up code ... (and their might also have an issue using this wrapup API with client crediential)
Would anyone have another idea on how we can address this need ?
Cheers,
Valéry Chhoa