Consult a Call

Overview

This API allows an Agent to make a consult call request. After the request succeeds, the agent can complete the call as a Conference or transfer. The requested action for a consult call is SetConsult. The request is sent to the Dialog URL of an existing active call, from where the call is initiated.

Acqueon Workspace supports the transfer or conference of any held call to the current active call, if the agent performing the transfer or conference is a participant in both the held and active call. Acqueon Workspace does not support blind conference through the API or the desktop.

A blind conference occurs when an agent is on an active call and initiates a consult call, and starts a conference even as the call is ringing at the Destination.

Pre-requisite

The agent must be on an active a call.

Sequence Diagram

Message Structure

Data Parameters

Sample Request

{   "channel": "Cisco",
    "topic": "InboundCall",
    "subtopic": "SetCONSULT",
    "data ": 
    {
        "MediaAddress ": "5069",
        "CallID": "16786021"    
    }
}

Sample Response

No sample response