Using embedded framework to replicate warm transfer functionality

Genesys Cloud Integrations Embeddable Framework
1

Hello

I am needing assistance with trying to set up the embedded framework to trigger a consult transfer to an external number (a Twilio number) that will be expecting a pin number.

I am having trouble finding examples of how to add custom API calls within the embedded framework.

I am wanting to use these endpoints

  • POST /api/v2/conversations/calls/{conversationId}/participants/{participantId}/consult
  • POST /api/v2/conversations/{conversationId}/participants/{participantId}/digits

I want to use the consult endpoint to initiate the call to a Twilio number which will require a pin code be entered to identify the call. I want to use the digits endpoint to send the code so that the agent does not need to manually enter the code they can just push a single button in our CRM.

I know I will need the current conversationId and the participantId so assistance with grabbing that would also be extremely appreciated.

2

The participant IDs are not included in the condensed conversation model, but the interaction ID is: https://developer.mypurecloud.com/api/embeddable-framework/condensed-conversation-info.html

Basically, you would need to fetch the detailed conversation record using the ID returned from the interaction subscription using

GET /api/v2/analytics/conversations/{conversationId}/details

then select the appropriate participant for use with the routes you indicated.

Examples for working with the embeddable framework can be found here:



each of these highlight a different aspect of working with the framework.

3

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