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Can callers be presented with an announcement if no Agents are logged in to the queues

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  • 1.  Can callers be presented with an announcement if no Agents are logged in to the queues

    Posted 04-03-2019 02:26
    No replies, thread closed.

    Hi Team

    Is there a way that the Architect can check if there are any logged-in agents in a particular queue and play an announcement if no agents are logged in.

    I have tried searching for options in the available elements but could not find an element/condition that checks the Agents login status in a queue.

    Please let me know if you need any further information.

    Regards
    Harshit


    #Routing(ACD/IVR)

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    Harshit Parsai
    Global Talk Pty Ltd.
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  • 2.  RE: Can callers be presented with an announcement if no Agents are logged in to the queues

    Posted 04-03-2019 09:34
    No replies, thread closed.
    To check for available agents on a queue you will need to set up and use the PureCloud data actions integration and use it to query the API.

    You can get started here: https://help.mypurecloud.com/articles/about-purecloud-data-actions-integration/

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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