Merge 2 calls using API

Platform API
1

Hi,

We have a very specific use case where we would like to merge (conference) 2 calls together that do not have a common participant. Here is a quick rundown of what we are trying to do:

  1. A call comes into one of the inbound flows and the customer dials the extension of a user that is on a different platform than Genesys Cloud (lets say extension 1234).
  2. A common module inserts a new entry in an always running agentless campaign's contact list with the main number for the other platform and the extension 1234 in a seperate field.
  3. The always running campaign triggers an outbound call flow that calls the number for the other platform, parses the 1234 extension into 1, 2, 3, 4 and plays a user prompt for each of the digits (containing the DTMF).
  4. The other system answers the call, hears the extension 1234 as DTMFs and sends the call to that extension.
  5. The common module would then transfer the original inbound call to the outbound call (either using a conference, then removing the inbound and outbound flow legs, or by doing an actual transfer external participant from the 1st call to the external participant of the 2nd call.

I just can't seem to find a way of doing the call transfer or call merge, when using PATCH /api/v2/conversations/calls/{conversationId}, the system will only allow to conference 2 conversations if they both have a common user, in this case the 2 internal parties are call flows, so it doesn't work. I also tried creating a bogus user and assigning both calls to that user to do a conference, but it's only possible to assign a conversation to a user if that user is logged into the platform (which it would not).

Anyone have any ideas?

Thanks,
Francois Trempe

2

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