Conference a call using WDE customization

NICE CXone API & Integrations
1

Hi Experts,

We have a requirement in which we want to conference a call between agent and IVR through WDE customization. I am trying to build a custom command to achieve this feature but i am not getting any pointer if there is any method available for conference in IInteraction Interface.

Any help on this topic would be great from you guys.

2

What do want to exactly achieve (from your description it’s not clear) - automatically make a conference for all calls or what is the goal?

3

Hi Kubig,

I am extremely sorry for the late reply.
Our requirement is when agent disconnects the call from WDE then the call should automatically be transferred to IVR instead of agent manually transferring the call to IVR.
So i want to built a custom command and set it on ReleaseCall so that there is no need to click the transfer button on WDE.

4

Take a look if those other approaches don’t help out… Maybe you don’t even need to develop anything on WDE: http://www.sggu.com/smf/index.php/topic,11055.msg50251.html#msg50251

5

after-call-divert-destination only works for SIP Server BTW

6

You need use someting like this:

         this.commandManager.CommandsByName["InteractionVoiceReleaseCall"].Insert(0, new CommandActivator()
        {
            CommandType = typeof(TransferCommand),
            Name = "TransferCommand"
        });

For the transfer:

InteractionServiceExtensions.SingleStepTransfer(voiceService, Interaction, destination, “”, UData, (KeyValueCollection) null, (KeyValueCollection) null);

i hope it will be useful