Start interaction without participants

Platform API
1

Hi there!

I would like to know if it's possible to start an interaction, but without any external contacts. So it would be an agent, the IVR and the ACD in a call, but not participants yet. The covnersation should be connected and sit idle occupying a spot in our ACD. We want to do this when our agents are looking up some information before calling someone, and this should already occupy the spot on the ACD.

I'm currently trying by making a post with /api/v2/conversations/calls with an empty phoneNumer and with a Queue ID. But this call is directly disconnected, and I cannot add new people to that call anymore.

Hope someone can help!

2

The way to do this may be via a callback. You'd have to know the party you're trying to call first, create a callback for that number and then the interaction would be routed to the agent who created the callback if they were available. There's an API for that so it's likely you may need to create a separate app to do this.

3

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