Linking outbound agent call to current conversation

Genesys Cloud Applications
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Use Case:

  • Agent gets incoming call conversation (could be a chat/email)
  • Agent needs to make call out to another queue for assistance
  • if on a call, agent puts current call on hold
  • Agent uses internal interaction widget to make call to internal queue
  • Once agent finishes call with queue, agent returns to current conversations call.

In this case we see the ability to make the call to the queue using the POST /conversations/calls api with the callQueueId parameter. We also see the request parameter that can be used to create a conference call, but It doesn't seem to work if we send the current conversationId in that conversations parameter.

What we don't understand, is how to link that outgoing call conversation, to the current conversation without making it a conference call?

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