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
4. Backend: Submit Outbound Voice API Request - https://developers.webexconnect.io/reference/post_v1-voice-calls-3
- 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
6. Backend: Submit an Call Action: PATCH ACTION as per - 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.
