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Architect: Need to get a particular user status on a queue to validate if this user is "Active" on this queue

  • 1.  Architect: Need to get a particular user status on a queue to validate if this user is "Active" on this queue

    Posted 7 days ago
    Edited by Jorge Negri 6 days ago
    Due to the particular request found at a specific customer, we have the following situation:
    Attendant Queue
    We have two users belonging to this queue.

    Both users were configured on the Attendant Queue (Company Attendants), and we managed the Architect flow to check the users status to validate if any of these two users status is "ON QUEUE": If true then the call can be routed to the Queue; if not, the call must be routed to another specific destination. This is done by configuring a "Call Data Action" in the IVR flow, requesting the "Get User Routing Status" for the specific UserID corresponding to this two users (Attendants).

    Now the customer is asking us to have one of this two users, to be configured on other Queues, so as to give her the ability to work part time as Attendant and part time as an Agent to help on other Queues (she will never be "ACTIVE" on all Queues as she will work on the "Attendant Queue" or on the other Queues alternatively when needed.

    In this case, if we have this user in "ACTIVE" status on Queues other than the Attendant Queues (she will be "AVAILABLE" for the Attendant Queue and "ACTIVE" on the other new Queues where she has been added, the IVR flow will be still getting the user status as "ON QUEUE", but she is not in "ACTIVE " status on this Attendant Queue. So the IVR flow, will be still thinking that this user is working on this Attendant Queue, because the User Routing Status will be still returning "ON QUEUE".

    Is there any way to get the "ACTIVE" or "AVAILABLE" status for a User for a specific Queue (in this case the "Attendant Queue" using a Data Action, in order to add more "intelligence" to the IVR flow, and check if a user is "ACTIVE" on the Attendant Queue, and then get the User Routing Status to be able to route the incoming call to the right destination (if the User Routing Status is returned as "ON QUEUE" then get the incoming call routed to the Attendant Queue).

    Tried to find something in the documentation, in the developer documentation and on the posts already published in the Community without success.

    Thank you all in advance for your help and attention.


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    Jorge Marcelo Negri
    Senior Project Consultant
    Genesys PureCloud Certified Associate
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
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    #Implementation
    #Integrations


  • 2.  RE: Architect: Need to get a particular user status on a queue to validate if this user is "Active" on this queue

    Top 25 Contributor
    Posted 6 days ago
    Hi Jorge

    Instead of getting the routing status of each individual user, why not just check the queue itself through an observation query and look for agents from that angle?  That's probably an easier approach for you, and it would still be using one or more Data Actions.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: Architect: Need to get a particular user status on a queue to validate if this user is "Active" on this queue

    Posted 5 days ago
    Thank you vrery much Vaun for your suggestion.

    I'm going to check if this can be applied to what is being requested by the customer.

    Regards

    ------------------------------
    Jorge Marcelo Negri
    Senior Project Consultant
    Genesys PureCloud Certified Associate
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
    ------------------------------