The API call is Take Action on A Participant within a Dialog is http://<server>/finesse/api/Dialog/<id>
With the requestedAction = “TRANSFER”
The action must have been available for the agent’s Participant of the Dialog which means there is both a held and active call.
A consult call will place the original call on hold
The held call would be the inbound customer call and the active call is a call created using the requestedAction=”CONSULT”
Attached is a message flow for a consult and transfer Agent 1001001 receives a call (from 1001003), answers dialog , places a consult call to 1001002 and then (after 1001002 answers the call), Agent 1001001 transfers the call.
To place a consult call use:
http://localhost/finesse/api/Dialog/16821223
with
<Dialog> <targetMediaAddress>1001001</targetMediaAddress><toAddress>1001002</toAddress><requestedAction>CONSULT_CALL</requestedAction></Dialog>
To transfer the held call to the consult call use:
http://localhost/finesse/api/Dialog/16821223
<Dialog> <targetMediaAddress>1001001</targetMediaAddress><requestedAction>TRANSFER</requestedAction></Dialog>
.
