Hi Team,
In my salesforce application we integrated Genesys cloud softphone. and we have created custom salesforce component to interact softphone using lightning channel.
We have use case where we need to complete a Transfer Call, based on user action, which we are able to achieve using "Conclude Transfer" through lightning message.
This "Conclude transfer" will be initiated by User Action[button click] from custom Component.
Till this point we are good.
The problem we are facing is, we need to Enable/Disable "Conclude Transfer" button based on the call status.
Below scenarios we need to enable button:
- Once transfer call is initiated (when agent See two call lines)
Below scenarios we need to disable button: - Agent has single line on softphone (inbound or outbound)
- Agent Initiated Transfer call and somehow second line got disconnected(agent2 didn't pick the call or agent2 disconnected the call)
- Once call is merged
we are capturing all call event data using lighting message channel in custom component, in this call event data, I don't see any fields to identify scenarios given above.
Could you Please help in this.