I am subscribing to the topic v2.users.${userId}.conversations.calls and I try to parse an incoming phone call interaction in javascript. I cannot call via a land line so I am using one agent call another agent via webrtc phone to test it.
For some reason, some of the organization agents appear in the event with 'purpose:agent' and some other agents appear with 'purpose:user'. Also if the member has 'purpose:user', the object does not carry the 'call' property that has all the specific interaction data, when I call conversationApi.getConversationsCall.
How can I change the purpose of a member to 'agent'?
The purpose field is contextual to the conversation participant. If the user is internal, but working against a queue, it should have a purpose of 'agent'. If the the user is internal, but not working against a queue, it should have a purpose of 'user'. You cannot explicitly change these field values.
Similarly, an external user might show up as 'customer', or 'external' (if the user is mapped to an external contact'). Direct user to user calls (that are not assigned via a queue, or made on behalf of a queue) should always have purpose of 'user'.