Jim_Bell | 2024-08-19 15:55:08 UTC | #1
Is there any good way to find out if a user is available to take a call?
The use case is - based on DNIS, transfer a call to a specific user UNLESS the user is already on a call/not available to take a call - then offer caller the option for user voicemail or route to queue.
Eos_Rios | 2024-08-19 17:01:33 UTC | #2
/api/v2/users/search/ with the "routingStatus" expand option
,"routingStatus":{"status":"IDLE","startTime":"2024-08-19T16:47:54.796Z"},"presence":{"source":"PURECLOUD","presenceDefinition":{"id":"e08eaf1b-ee47-4fa9-a231-1200e284798f","systemPresence":"On Queue", IDLE and On Queue should be good to go.
Could also use /api/v2/users/{userId}/presences/{sourceId} with a SourceID of PURECLOUD But I don't feel like it's as detailed because you only get the presence, not the routing status.
Jim_Bell | 2024-08-19 20:50:58 UTC | #3
Thank you! That will work, assuming the user takes the call. If they let it roll to voice mail, this will break. I really want to push them to at least make a queue for each user. With an in-queue flow I can handle the "voicemail or queue" if the user doesn't answer quickly.
system | 2024-09-18 20:51:20 UTC | #4
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