Hello to the good folks of the Genesys Developer Forum,
This is for a custom Application that's in charge of (amongst other things) properly disposing off a call. We have a scenario wherein while trying to dispose a call, the platform API is not returning all the available wrap-up codes. To explain that further, when the time of disconnecting the call comes, we're hitting this endpoint, /api/v2/conversations/calls/{conversationId}/participants/{participantId}/wrapupcodes to get a list of available wrap-up codes for that participant, in almost every case this has been working fine until recently for one of our customers, only the "Default Wrap-up Code" is being returned. PFB an actual response from one of the API Calls:
[
{
"id": "7fb334b0-0e9e-11e4-9191-0800200c9a66",
"name": "Default Wrap-up Code",
"selfUri": "/api/v2/routing/wrapupcodes/7fb334b0-0e9e-11e4-9191-0800200c9a66"
}
]
At this point I believe the question is two folds:
Is this is the correct way to get the list of available wrap-up codes in order to dispose off a call? Or would it be to check in the routing endpoint via queues i.e. /api/v2/routing/queues/{queueId}/wrapupcodes?
If our above approach is indeed correct, then we would need to request to know as to why is the response payload like such. Is the intended behavior of the /api/v2/conversations/calls/{conversationId}/participants/{participantId}/wrapupcodes other than what we're using it for?
I implemented a similar feature within a web app that I developed. In this application, I required the functionality to retrieve all wrap-up codes associated with the selected queues.
This allowed agents to choose an appropriate code before ending their interaction.
You can use the following API endpoint:
GET /api/v2/routing/queues/{queueId}/wrapupcodes
The response will provide an array containing all the assigned wrap-up codes for the specific queue.
Thank You for your response. However, we're aware of the routing/queues endpoint and it does work perfectly fine.
The reason for this specific question was get an idea around the correct approach. If I can remember correctly, even the Embedded Framework uses participants/{participantId}/wrapupcodes?
@tim.smith Would you be able to provide any insight on this?
My guess would be your division or queue configuration is preventing you from seeing the missing wrap up codes, but I don't have access to your org's data to be able to investigate. Only Care has this type of access. Please continue to work with them on this issue. The question you want to ask is "why isn't this endpoint returning {a specific ID} wrap up code that's configured in my system?" If you continue to get referred to the forum, let me know the case number and I'll ask for it to be escalated.
Could be. Although the fact that it is random, even for the same Agent, leads us to believe that it just might not be permissions. Either ways, the previous case has already been closed by Care so we'll work through the channels to get a new one open.
I'll update here the outcome whatever it ends up being.