Transfer to Survey on Disconnect Salesforce: how to determine conference call is running

Hi @GenesysCommunity, @Richard.Schott,

We have been to customize the disconnect button in PureCloud for Salesforce and call transfer API to transfer to survey queue. We are facing issues with 2-3 scenario out of which 2 can be resolved by getting the status of Call as "Interaction Connected"

but for one of the scenario, when the call is going through a conference call
Customer, Agent1, Agent 2
Agent, Customer1, Customer2

We want to know if its a conference call, then it should only disconnect the call and not transfer to survey.
How to determine easily that the call is currently going through conference?

Thanks @Richard.Schott, @GenesysCommunity !

Conferences are identified by having 3 or more simultaneously connected participants on the conversation.

Hi @tim.smith,

From Api call on conversation, how to determine how many participants are connected
Suppose for outbound call,
it shows Agent 1 noutbound=1
Customer1 nconnected=1
Customer2 nconnected=1

Do I have to count in noutound=1 also?

Can you tell me from a log which parameter to consider?

Using analytics or the conversations API, retrieve the conversation details and inspect the participants to see how many are in a connected state.

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.