Genesys Cloud - Main

Hello

I have the below business cases, and I need someone help me how to achieve these in Architect Call flows.

1. If all the agents in a queue did not login to Genesys, the caller should be prompted that "There is some technical difficulty, please call us back later." and then disconnect the call.
2. If agents logged into Genesys but are on "Off-Queue" state, the call should be routed to voicemail
3. If all the agents in the queue are busy talking to other customers, I want to play a series of wait messages and music, followed by an option to leave a message - I have done this through "In-Queue" call flow

If there is any concept of Agent Status in Genesys Cloud, I would appreciate if you let me know them.

In Cisco UCCE Internet ICM, there are attributes like SkillGroup.LoggedIn and SkillGroup.Ready to achieve these. What do we have in Genesys analogous to those in Cisco?

Thanks for your help.

Best Regards

#ArchitectandDesign
#Routing(ACD/IVR)

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Dinesh Akkera
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Hi Dinesh,

I think this can be done if you use a data action to find the users routing statuses. You would need to use /api/v2/analytics/queues/observations/query to find who is On-queue and who is in an Idle Routing status (available to take calls on the queue) and then your call flow would need to take the appropriate actions depending on the outcomes

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hi Dinesh,

1 and 2 shoud work with that:
I am using /api/v2/routing/queues/${input.queueId}/members?presence=ON%20queue&joined=true . The "&joined=true" checks, if an agent is logged in that queue.

To solve 3 in an In-Queue-Call-Flow is the correct way.

Best regards
Christoph

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Christoph Domaschke
Produktmanager Kunden-Dialog-Center
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