WEBEX CONTACT CENTER Using HTTP Request with Music on hold

[shayanahmad96]

I am working on a flow where if no agent is available i want to play the customer a prompt while i perform a backend http request to an external api and retrieve an agent email/id if an agent becomes available. Once that happens i want to route to that agent through QueueToAgent Activity. The documentation says that PlayMessage activity does not wait for prompt to complete before executing an http request activity after it. However, it seems to wait till the prompt completes after which the flow hits the http request node. Is there any way to do this in parallel where i constantly look for an agent for the duration of the prompt and break the prompt and route to that agent once found.

[Arunabh Bhattacharjee]

Hi @shayanahmad96 , as you mentioned the play prompts are blocking requests and HTTP nodes are asynchronous requests.

Any way you can swap the order?

One recommendation is to try HTTP node >> Play Prompt >> Check for value 

Does that work to eliminate silence to the end caller?

Thanks,

Arunabh.

[shayanahmad96]

Hi Arunabh thank you for replying. The http request node needs to be checked again and again as I am using that to query a backend api which returns an agent id to me. Setting the http request activity before play music would mean that I wouldn’t be able to return an agent id till the moh file ends which means an agent might be available but a call is still stuck in queue. I wanted to find a way to achieve both MOH and backend agent query in parallel. 

[Arunabh Bhattacharjee · Accepted solution]

Hi @shayanahmad96 

This feedback was funneled to the product team, and the plan is to build a feature to allow partial response support (while the API call is being made) so that we can enable a prompt to be played while we are looking up information.

At this time, we can only do it synchronously and play a prompt with a condition block and loop mechanism (check with loops and condition blocks if that variable is set after the call OR will result in silence.

Please wait for the formal communication in the upcoming product vault updates and release notes for this.

Thanks & Regards,

Arunabh.

[jondudding]

Hi @Arunabh Bhattacharjee , I'm running into the same issue, silence during an API call that is taking five seconds or more. Can we get an update on this request, please? 

[Arunabh Bhattacharjee]

This feature is already generally available - HTTP Activity on Wait Settings in Flow 

"Audio for HTTP(S) Delays on Flow Designer"

Vidcast: https://app.vidcast.io/share/01dc8a53-6c48-483b-9221-a280d6d25a03 

Docs: https://help.webex.com/en-us/article/nhovcy4/Flow-Designer 

Search for  "Activity Wait Settings"

[jondudding]

Thank you!

[shayanahmad96]

Hi @Arunabh Bhattacharjee while we wait for this feature to be developed. I was trying to work on a workaround where i queue the calls to a QueueContact Activity with a specific Skill condition and then at runtime i change the value of skills and assign appropriate Skill Profile to the agent i want route to a specific call. The problem i am facing is that the number of requests im able to make in my sandbox is only 30 per minute which is way too less to be able to handle if the rate of agent availability per minute is high. I see in the documentation that the limit is 50 per min. Is there any way to increase the limit to a more custom value?

Also would you have any update on when the partial response support feature is expected to be available. Do we foresee it being available in the next few months?

Thank you

[shayanahmad96]

Thank you for your help and support @Arunabh Bhattacharjee. I will wait for the updates on this.