topic Re: Webex Connect API - Bridging/Patching two Outbound Voice Call in Webex Connect

Webex Connect API - Bridging/Patching two Outbound Voice Call

rwacabhu — Fri, 13 Sep 2024 14:27:04 GMT

Hi, Trying to see if below use case can be solved with Webex Connect Voice API.

Use Case: Digital Channel to Automated Voice (Channel Deflection --> Callback).

1. Website/Web Chat User --> Chat with NLU Bot and requested for Callback when the case is assigned to an engineer.

2. Information Captured: User Callback Number1 and Case number.

3. Backend: API retrieve the Case Details and once engineer is assigned, capture the Engineer Phone Number2

- dialedNumber : Engineer Phone Number2; callbackUrl: Backend URL/Callback ; TTS Prompt to wait for customer to connect.

5. When Engineer Accept the call [4]: CallbackURL will receive Accepted Event - https://developers.webexconnect.io/reference/voice-api-sdk

- What is the API Endpoint that we need to submit a request for PATCH ACTION on existing call?

- What is the request Payload that we need to use to submit a request for PATCHING User Number1 with the Existing OUTBOUND Call made on [4] ?

- Does PATCH ACTION : Bridges the Outbound Made to Engineer Phone number 1 with the User Phone number2?

Expected Outcome: Bridge two phone number(+E.164 format) without the Agent/Physical device in the middle.

Connect - Abhiram — Wed, 18 Sep 2024 10:43:04 GMT

Hi,

You must respond to the 'Answered' event with a 200 OK status and the'PATCH' action.

rwacabhu — Wed, 18 Sep 2024 13:19:47 GMT

Above options that I have posted is available in Standalone version of Webex Connect/IMImobile.

Currently we are using WxCC version on Webex Connect and I don't see the voice options available in our Tenant.

1. Is it possible to have Voice API enabled with WxCC Version of Webex Connect?

2. Do you see any similar options/solution that solve this use case with WxCC+Webex Connect or Webex Calling?

Connect - Abhiram — Fri, 20 Sep 2024 06:16:19 GMT

You will need to request enabling of voice channel for your existing tenant via the A2Q process. Refer this document for more info: https://salesconnect.cisco.com/sc/s/simple-media?vtui__mediaId=a1m8c00000qPhp6AAC