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Uniphore Customer Portal

API to Update Call Transfer Intent Configuration

Call Transfer Intent Configuration API is used to configure the agent transfer phone number or SIP URL for a VA. Using this API, you can create or update the parameters that are required to be mapped to any "Agent_Transfer" Intent type for the given Virtual Agent.

Endpoint

Method: PUT

URL: https://uselfserve-<tenant-name>.uniphore.com/cse/virtualAgents/{vaName}/callTransferIntentConfig

Transfer through Phone Number
curl -X PUT " https://uselfserve-<tenant-name>.uniphore.com/cse/virtualAgents/test/callTransferIntentConfig" 
     -H "accept: */*" 
     -H "Content-Type: application/json" 
     -d "{ \"callTransferId\": 0, 
           \"callTransferLink\": \"+919876543210\", 
           \"callTransferType\": \"phone\", 
           \"intentName\": \"Claim_Status\", 
           \"language\": \"English-US\", 
           \"role\": \"test\", 
           \"skillGroup\": \"claims\"}"
Transfer through SIP URL
curl -X PUT " https://uselfserve-<tenant-name>.uniphore.com/cse/virtualAgents/test/callTransferIntentConfig" 
     -H "accept: */*" 
     -H "Content-Type: application/json" 
     -d "{ \"callTransferId\": 0, 
           \"callTransferLink\": \"sip:+919876543210@sip.linephone.org\", 
           \"callTransferType\": \"sip\", 
           \"intentName\": \"Claim_Status\", 
           \"language\": \"English-US\", 
           \"role\": \"test\", 
           \"skillGroup\": \"claims\"}"
Transfer through Flow
curl -X PUT " https://uselfserve-<tenant-name>.uniphore.com/cse/virtualAgents/test/callTransferIntentConfig" 
     -H "accept: */*" 
     -H "Content-Type: application/json" 
     -d { "callTransferId": 0,
          "language": "English-IN",
          "intentName": "VA Agent Transfer",
          "skillGroup": "Sip",
          "callTransferType": "return to flow",
          "callTransferLink": "FWe7e148f9121fc328da59c3baff749d2a?FlowEvent=return",
          "role": "live"
        }
Transfer through Pullback
curl -X PUT " https://uselfserve-<tenant-name>.uniphore.com/cse/virtualAgents/test/callTransferIntentConfig" 
     -H "accept: */*" 
     -H "Content-Type: application/json" 
     -d "{ \"callTransferId\": 0, 
           \"callTransferType\": \"pullback\",
           \"callTransferLink": "", 
           \"intentName\": \"Agent Transfer\", 
           \"language\": \"English-US\", 
           \"role\": \"test\", 
           \"skillGroup\": \""}"
Header Parameter

Authorization - Bearer <Token>

Path Parameter

Parameter Name

Data Type

Description

Required / Optional

vaName

String

Name of the Virtual Agent

Required

Request Parameter

Parameter Name

Data Type

Description

Required/ Optional

callTransferId

Integer

Auto-generated incremental number.

Not Applicable

callTransferType

String

The call transfer method.

  • phone: The call will be transferred to the phone number.

  • sip: The call will be transferred to the SIP url.

  • return to flow: The call will be returned to the flow in Twilio.

  • pullback: The call will be disconnected in Twilio/UVC connector.

Note

return to flow is applicable for Twilio connector only.

pullback is applicable for Twilio and UVC connectors.

Required

callTransferLink

String

The phone number / link / flow id associated to the Call Transfer Type.

  1. If the callTransferType is phone, enter the phone number.

    Example: +919876543210

  2. If the callTransferType is sip, enter the SIP URL.

    Example: sip:+919876543210@sip.linphone.org

  3. If the callTransferType is return to flow, enter the studio flow id.

    Example: <flowid>?FlowEvent=return

    Note

    The flow id is the unique id generated for each flow created and published from Studio menu in Twilio.

  4. If the callTransferType is pullback then the callTransferLink is not required.

Required

intentName

String

Name of the Intent that triggers the call transfer. The Intents with the Intent Type: Agent Transfer is only allowed.

Required

language

String

The language of the call.

Required

role

String

The role can be live or test.

Required

skillGroup

String

Name of the Skill Group.

Example: Claims, Payments

Note

If callTransferType is set to pullback then skillGroup is not required.

Required

Example Request
Transfer through Phone
{
"callTransferId": 0,
"callTransferLink": "+919876543210",
"callTransferType": "phone"
"intentName": "Claim_Status",
"language": "English-US",
"role": "test",
"skillGroup": "claims"
}
Transfer through SIP
{
"callTransferId": 0,
"callTransferLink": "sip:+919876543210@sip.linephone.org",
"callTransferType": "sip"
"intentName": "Claim_Status",
"language": "English-US",
"role": "test",
"skillGroup": "claims"
}
Transfer through Flow
{
"callTransferId": 0,
"callTransferLink": "FWe7e148f9121fc328da59c3baff749d2a?FlowEvent=return",
"callTransferType": "return to flow"
"intentName": "VA Agent Transfer",
"language": "English-IN",
"role": "test",
"skillGroup": "Sip"
}
Transfer through Pullback
{
"callTransferId": 0,
"callTransferLink": "",
"callTransferType": "pullback"
"intentName": "Agent Transfer",
"language": "English-IN",
"role": "test",
"skillGroup": ""
}
Example Response
Transfer through Phone
{
"callTransferIntentConfigPojo": {
"callTransferId": 1,
"language": "English-US",
"intentName": "Claim_Status",
"skillGroup": "claims"
"callTransferType": "phone",
"callTransferLink": "+919876543210",
"role": "test"
}
}
Transfer through SIP
{
"callTransferIntentConfigPojo": {
"callTransferId": 1,
"language": "English-US",
"intentName": "Claim_Status",
"skillGroup": "claims"
"callTransferType": "Sip",
"callTransferLink": "sip:+919876543210@sip.linephone.org",
"role": "test"
}
}
Transfer through Flow
{
"callTransferIntentConfigPojo": {
"callTransferId": 1,
"language": "English-IN",
"intentName": "VA Agent Transfer",
"skillGroup": "claims"
"callTransferType": "return to flow",
"callTransferLink": "FWe7e148f9121fc328da59c3baff749d2a?FlowEvent=return",
"role": "test"
}
}
Transfer through Pullback
{
"callTransferIntentConfigPojo": {
"callTransferId": 1,
"language": "English-IN",
"intentName": "Agent Transfer",
"skillGroup": ""
"callTransferType": "pullback",
"callTransferLink": "",
"role": "test"
}
}
Response and Error Codes

Response Code

Condition

200

OK

403

Forbidden

404

Not found

500

Internal Sample Error

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