topic Re: Cherry pick call from contact service queue in Webex for Developers

Cherry pick call from contact service queue

Phill Johntony — Wed, 20 Nov 2024 21:40:50 GMT

I have a use case for supervisors who are in a not ready state to be able to see calls in the queue and answer them.

Is there way to accept a queued call via the API or Desktop SDK?

I've tried with the Accept Task API but it doesn't work and the doc doesn't mention telephony task in the description.

> Access this endpoint when the user has to accept either an inbound or an outbound requests. The request can be social, a chat or an email.

The Desktop SDK has a Desktop.agentContact.accept() method but the docs state it is for non-voice tasks.

> Note: This method works only for non-voice tasks and isn't applicable for voice contacts.

Re: Cherry pick call from contact service queue

sandiban — Thu, 21 Nov 2024 12:28:17 GMT

Hi @Phill Johntony,

Thanks for your patience so far!
So, if a item is already in queue - then definitely it has a Task got created already.
Now why that task is under queued list, because the task has not been accepted by an agent so far.

Now as you already mentioned, Accept Task API won't do the job here since it only checks for the task types of Social, chat or email.
Rather you should go for Consult Accept Task API to get a telephony call accepted by an agent by using the "taskId".
Let us know how it goes or, in case you've some further queries.

Regards!
Sandip

Re: Cherry pick call from contact service queue

Phill Johntony — Thu, 21 Nov 2024 13:59:22 GMT

@sandiban thanks for the reply.

The Consult Accept Task API just responds with a 202 Accepted and nothing happens.

So I tried the Consult Task API to consult the queued call to an agent and the responds with a 202, you can see the call come into the agent desktop for a second but then you get an error.

Re: Cherry pick call from contact service queue

sandiban — Fri, 22 Nov 2024 08:23:59 GMT

@Phill Johntony, no I don't think the "queueId" would help here.
You have to provide the "taskId" actually in this API request.
Do you see the corresponding taskId for that queued call anyway?