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  • 1.  Assistance in setting up an inbound call flow.

    Posted 07-20-2024 10:54
    No replies, thread closed.
    Hi Team - I'm trying to setup an inbound call flow where if all the agents are OFF_QUEUE, it should route to voicemail. Even if any one of the agent is IDLE (On Queue), INTERACTING, COMMUNICATING, NOT_RESPONDING or any other status, it should route to Transfer to ACD.
    We created a GC Data Actions and this is the Request URL template:
    /api/v2/routing/queues/${input.QUEUE_ID}/users?joined=true&routingStatus=${input.ROUTING_STATUS}
    In the inbound flow, we set Call Data Action block and selected the above GC Data Actions.
    Inputs:
    Queue ID: XXXX
    Routing Status: OFF_QUEUE
    Variable Name: NumberOfAgent
    I have attached the call flow screenshot.

    Call flow
    When I tested with both On queue & Off queue, it went to voicemail.
    Need your assitance here.
    Also, is there any way we can add multiple Routing Status in the Call Data Action block? I can add anyone Routing Status only and not multiple.

    Thanks,

    Saravana Kumar M.


    #ArchitectureandDesign

    ------------------------------
    Thanks,

    Saravana Kumar M.
    Accenture LLP
    ------------------------------


  • 2.  RE: Assistance in setting up an inbound call flow.

    Posted 07-22-2024 01:16
    No replies, thread closed.

    Hi Kumar,

    try using following api - /api/v2/routing/queues/${input.QueueId}/members?expand=presence&joined=true

    response translation map:

    {
      "translationMap": {
        "systemPresence": "$..user.presence.presenceDefinition.systemPresence",
        "id": "$..user.presence.presenceDefinition.id"
      },
      "translationMapDefaults": {
        "systemPresence": "\"NULL\"",
        "id": "\"NULL\""
      },
      "successTemplate": "{ \"systemPresence\" : ${systemPresence}, \"id\" : ${id} }"
    }

    and parse its output in Architect

    Peter



    ------------------------------
    Peter Sandor
    NTT Slovakia s.r.o.
    ------------------------------

    Original Message


  • 3.  RE: Assistance in setting up an inbound call flow.

    Posted 07-22-2024 04:53
    No replies, thread closed.

    Hi Peter,

    thanks for the response translation map!
    This way we can get the presence name and presence id of each agent.

    Is it even possible to just count the amout of agents having the same presence? So that as a result you get an array of presence id's and an array of counted agents for each presence?

    BR, Robert



  • 4.  RE: Assistance in setting up an inbound call flow.

    Posted 07-22-2024 05:05
    No replies, thread closed.

    Hi Rob,

    My experience was it has been a lot more usefull to have presense name + id of respective agent(s) and doing counts in Architect. Justr because then you have user ids and you can then manipute their NOT_RESPONDING (e.g. set it to OnQueue) status without duplicating DA querries to retrieve all NR agents ids for purpose of making them OnQueue, etc, hence it is more optimal.

    Cheers



    ------------------------------
    Peter Sandor
    NTT Slovakia s.r.o.
    ------------------------------

    Original Message


  • 5.  RE: Assistance in setting up an inbound call flow.
    Best Answer

    Posted 07-22-2024 12:06
    No replies, thread closed.

    Hi Saravana,

    To get the list of the Routing Statues for the users, you can use this API : GET /api/v2/routing/queues/{queueId}/members?pageNumber=1&pageSize=100&sortOrder=asc&expand=routingStatus&routingStatus=Idle,Not_Responding,Communicating,Off_Queue,Interacting
     
    Please note: This API will return a list of users, up to a maximum of 100 per API call. 
     
    The second option is to get the count of the users using the observation API: POST /API/v2/analytics/queues/observations/query. 
    Payload example:
     
    {
      "filter": {
        "type": "and",
        "predicates": [
          {
            "value": "voice",
            "type": "dimension",
            "dimension": "mediaType",
            "operator": "matches"
          },
          {
            "type": "dimension",
            "dimension": "queueId",
            "operator": "matches",
            "value": "YOUR_QUEUE_ID"
          }
        ]
      },
      "metrics": [
        "oOnQueueUsers",
        "oInteracting",
        "oMemberUsers",
        "oUserPresences",
        "oOffQueueUsers",
        "oAlerting"
      ],
      "detailMetrics": [
        "oOnQueueUsers",
        "oInteracting",
        "oMemberUsers",
        "oUserPresences",
        "oOffQueueUsers",
        "oAlerting"
      ]
    }
     
    Depending on the logic you use in your flow, you can go with one of these APIs. 



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------

    Original Message


  • 6.  RE: Assistance in setting up an inbound call flow.

    Posted 07-23-2024 03:55
    No replies, thread closed.

    THANKS Tatjana !!!

    BR, Robert



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