Programmatically Act on Telephony Events / Agent AssistNot planned
Hello, based on a previous post, it seems Zendesk Talk doesn't provide surface call control events. Basically, we are looking for call control events to be exposed, so software can act on these events to trigger logic. These events could detail the lifecycle of a call, at its most basic level, answer ing a call and ending a call, but other call control events should be surfaced - as shown below (like mute/unmute, hold/unhold, etc).
Some of these all flows aren't available in Zendesk Talk but may be in the future, so worth raising them.
Inbound-Hold/Outbound (Cold Transfer)
Inbound-Hold/Outbound (Warm Transfer)
Inbound-Hold/Inbound secondary Agent Consult
Inbound-Hold/Inbound secondary Agent (Cold Transfer)
Inbound-Hold/Inbound secondary Agent Consult (Warm Transfer)
Inbound-Hold/Inbound alternate Queue Transfer
Is Mute Used?
Outbound-Hold/Outbound (Cold Transfer)
Outbound-Hold/Outbound (Warm Transfer)
Outbound-Hold/Inbound secondary Agent Consult
Outbound-Hold/Inbound secondary Agent (Cold Transfer)
Outbound-Hold/Inbound secondary Agent Consult (Warm Transfer)
Outbound-Hold/Inbound alternate Queue Transfer
Is Mute Used?
Thank you for your question. Very insightful.
At this time, events in the granularity that you’re looking for is not on the short term roadmap. I will add this to our backlog for future consideration.
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