How to remove the conference tag from a conversation?

[Kelvin_Lau]

Hi all,

W have a custom code that conference a call to Architect flow which plays agent greeting message and disconnect itself. However, the call is still "tagged" as a conference by the system after the IVR has terminated.

This leads to two problems:

1. Agent could not do consult transfer as it is not allowed in a conference.
2. Hold function is abnormal as Customer cannot hear hold music in a conference.

Thus, I would like to ask if there is any way to remove the conference nature of a conversation?

Below are our current setup:

Conference api:
POST /api/v2/conversations/calls/{conversationId}/participants

{
  "participants": [
    {
      "address": "XXXXXXX" //To DID call flow in architect
    }
  ]
}

Participant from GET /api/v2/conversations/calls/{conversationId}:

{
  "id": "6ecf48d3-93db-4e89-8689-5323a4ba1938",
  "name": "Hong Kong, Hong Kong",
  "address": "sip:e4158e93-11b8-4520-93c7-43782910508f@127.0.0.1;language=en-US;user=ivr",
  "startTime": "2021-06-28T10:44:18.335Z",
  "connectedTime": "2021-06-28T10:44:18.346Z",
  "endTime": "2021-06-28T10:44:24.411Z",
  "purpose": "ivr",
  "state": "terminated",
  "direction": "inbound",
  "disconnectType": "system",
  "held": false,
  "wrapupRequired": false,
  "attributes": {},
  "provider": "Edge",
  "peer": "003e3872-bff3-4b9e-869d-59eb9a23f590",
  "muted": false,
  "confined": false,
  "recording": false,
  "recordingState": "none",
  "ani": "sip:ff860602-f817-4fab-8176-02da3531bdeb;partyRole=invited@192.168.94.212;user=conference",
  "dnis": "sip:e4158e93-11b8-4520-93c7-43782910508f@127.0.0.1;language=en-US;user=ivr"
}

{
      "participantId": "6ecf48d3-93db-4e89-8689-5323a4ba1938",
      "participantName": "Hong Kong, Hong Kong",
      "purpose": "ivr",
      "sessions": [
        {
          "ani": "sip:ff860602-f817-4fab-8176-02da3531bdeb;partyRole=invited@192.168.94.212;user=conference",
          "direction": "inbound",
          "dnis": "tel:+85238970999",
          "edgeId": "9422b176-9d30-4930-9435-4a0cfd0be89d",
          "mediaType": "voice",
          "peerId": "feaed93d-82bc-4084-9351-45c4deb4d9f3",
          "protocolCallId": "b14fe5ea-9c12-4396-9bfa-61f1cab30f68",
          "provider": "Edge",
          "remote": "Mobile Number, Hong Kong",
          "remoteNameDisplayable": "Hong Kong, Hong Kong",
          "sessionDnis": "tel:+85238970999",
          "sessionId": "fc283675-31b5-49b9-83f5-58f8a711ef1e",
          "metrics": [
            {
              "emitDate": "2021-06-28T10:44:24.411Z",
              "name": "tIvr",
              "value": 6065
            }
          ],
          "segments": [
            {
              "conference": true,
              "segmentEnd": "2021-06-28T10:44:18.346Z",
              "segmentStart": "2021-06-28T10:44:18.335Z",
              "segmentType": "system"
            },
            {
              "conference": true,
              "disconnectType": "system",
              "segmentEnd": "2021-06-28T10:44:24.411Z",
              "segmentStart": "2021-06-28T10:44:18.346Z",
              "segmentType": "ivr",
              "sipResponseCodes": [
                410
              ]
            }
          ]
        }

We think there are some api to update the conversation but we are not sure.
We tried PATCH /api/v2/conversations/calls/{conversationId} but we cannot find any field that is related to conference. And we cannot modify the IVR particpant anymore because it is already disconnected by the architect.

Can anyone advise how to update the conference conversation back to a normal call?

Thanks in advance,
Kelvin

[Wright_Max]

Hi Kelvin,

It is not possible to remove the conference nature of a conversation. Once a conversation is a conference, it will always be considered a conference and cannot be changed by any endpoint. In regards to you example, it seems that as soon as an agent is assigned and answers the call you're executing the noted data action triggering said API call and creating the conference to a separate IVR DID within the org which plays the agent greeting. Is that correct?

If so, have you explored the option of calling a secure flow from the agent script as opposed to your current data action? This would give you the ability to pass in the current agent ID via invocation data and send the caller to a secure flow which plays the prompts you currently have configured in the inbound flow via a lookup, then return to the agent who invoked the flow, and continue on with the conversation without turning it into a conference.

Best Regards,
Max

[Kelvin_Lau]

Hi Max,

Thanks for your info. We now switched to use the consult api instead. It works well and won't turn the call into conference.

Cheers,
Kelvin