We are working on integrating purecloud into our CRM. The task we are currently stuck on is to get a call history for an externalContactId via AnalyticsApi using segment filter. The following method returns empty json. Will appreciate if you could give us a hand with what is wrong...
Have you confirmed that a conversation exists where that external contact participated in that interval? You can try to find a conversation on a short interval, using no filter, that has the externalContactId field on a participant. Once found, you should be able to filter on the ID and find the same result.
Okey, now it becomes clearer There is no field "externalContactId" on participants, even though I rang directly from PureCloud on the external contact number. How is it possible to obtain the field?.. I get "participantId" no matter how I make a call on the number in the external contact list.
Hi, I believe external contacts only get attached when a call comes from a number outside the organization. The PureCloud Community Forum is the best place to confirm this.
We figured out that the problem occurred due to our SBC/Sip settings. Outbound calls did not work correctly, and that is why none of our external contacts appeared in the conversation history. As a result, we got an empty response.