We'd like to use the WebRTC make calls functionality from our agent assist area, however, we've noticed that if you do not have "Placing calls with another app?" enabled the call succeeds and the UI looks like it is dialing something, but is actually not doing anything.
Is there a way to detect that the user has the "Placing calls with another app?" option enabled before making the "postConversationsCalls" call, or some other way to know that the call will not actually be made?
This is an issue for us because the "Placing calls with another app?" option defaults to false (understandably so), and our agents will have to know to enable this each session.
Note: I believe this was asked previously but the thread was closed without a response to the last post.
There's a long and very technical answer that involves citing portions of the RFC for WebRTC. The short answer is that the WebRTC endpoint in the PureCloud app won't connect media for a call unless it's told to because the WebRTC spec requires an offer/accept flow. It's told to connect media either by the UI being aware that it initiated the call itself or that setting being enabled.
That is understandable. I assume then that the actual success of the PC SDK call and the WebRTC "handshake" are essentially disconnected then. So the SDK call to make a phone call can't fail, or report back when the option is disabled.
Correct. The API request to make a phone call will be successful as long as what you asked for is a valid request; that request gets sent off for processing asynchronously inside PureCloud. The call failing or succeeding has no bearing on the API response.