Hello,
We are using the standard API for making an outbound call from a widget in the agent UI ("https://api.mypurecloud.de/api/v2/conversations/calls"). When making the call we want to set a callerId that can be decided from a list of number by the agent. This works fine when we trigger the call directly to an external number, but we want to call via a queue for reporting purposes and in doing this the callerId is always set to the trunks caller-id number. The flow we are using is: Agent makes the call from queue "MainOutboundQueue" to the queue "MainOutboundQueueForwarder" queue. In this queue there is an Architect-flow (in queue flow) that takes the call and updates some participant data and does a data actions lookup to get the number we want to forward to and then sends the call either to another internal queue to an. external number. Going via this queue the callerId field we set in the API call is not respected. Even if I set the "calling party number" on the MainOutboundQueueForwarder and MainOutboundQueueForwarder it still uses the trunks number. Is there any way of setting the callerId when calling via a queue/architect flow?
We can easily test this by triggering an outbound call via API to a queue and on this queue have an Architect flow that transfer the call to an external number. Hope this is clear and that there is a way of making this work.
Best regards,
Kim Haug