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Change routing status by API

  • 1.  Change routing status by API

    Posted 06-05-2025 18:18

    EnriqueGarciaPablo | 2020-11-05 22:23:07 UTC | #1

    Hi there,

    I've seen that other members posted some topics about this subject before ( wchavez, and it seems that there is not a solution yet.

    In our case we're using the GenesysCloud API for testing purposes and we need to change the routing status for some agents programatically according to the request https://developer.mypurecloud.com/api/rest/v2/users/#put-api-v2-users--userId--routingstatus.

    For instance, using python SDK (I've tried another SDKs as well, even curl directly, but finally the exception is always the same):

    import PureCloudPlatformClientV2 as V2client apiclient = V2client.ApiClient().getclientcredentialstoken( <PURECLOUDCLIENTID>, <PURECLOUDCLIENTSECRET> ) rs = V2client.RoutingStatus() rs.userid = <userID> rs.status = "IDLE" V2client.UsersApi(apiclient=apiclient).putuserroutingstatus( userid=<userId>, body=rs )

    Note that the "\<userId\>" is the id of one agent and "\<PURECLOUDCLIENTID\>" and "\<PURECLOUDCLIENTSECRET\>" are the client credentials.

    Above python script always raises following exception (same effect with any SDK or curl):

    HTTP response body: {"message":"Agent \<userId\> does not exist.","code":"resource.not.found","status":404,"messageWithParams":"{entity} {id} does not exist.","messageParams":{"id":"\<userId\>","entity":"Agent"},"contextId":"...","details":[],"errors":[]}

    However, the request to get routing status of that userId works fine (It means resource "/api/v2/users/\<userId\>" exists, obviously)

    V2_client.UsersApi(api_client=api_client).get_user_routingstatus(user_id=<userId>).status

    Could anyone please help me ? what is wrong with this API call ?

    Thanks in advance.

    tim.smith | 2020-11-05 22:18:52 UTC | #2

    Can you share the correlation ID please?

    EnriqueGarciaPablo | 2020-11-05 22:26:45 UTC | #3

    CorrelationId or contextId ?

    For the request above --> 'ININ-Correlation-Id': '7f84b471-db3f-4923-a067-4a5fd287219c'

    tim.smith | 2020-11-05 22:47:16 UTC | #4

    There's nothing in the server-side logging to indicate an issue. My guess would be that this might be an issue with divisions, but that's 100% a guess; there's no traces to actually suggest that. Please open a case with Genesys Cloud Care to investigate further.

    EnriqueGarciaPablo | 2020-11-06 07:28:33 UTC | #5

    Thanks a lot for your time, this issue make me use Selenium Webdriver to move the toggle button in order to change the routing status of agents, a very hard work for a simple API call, : -( ...

    Jerome.Saint-Marc | 2020-11-06 12:07:02 UTC | #6

    Hello,

    I have done few tests using the Users and Presence API and I think I know what the problem is.

    The PUT /api/v2/users/{userId}/routingstatus, as explained here, is only to allow to transition from a NOT_RESPONDING state to an IDLE state. If you perform this query while the user is not On Queue, it will send back a 404 error (like the specified user was not found as being active on a queue - I mean on a status different than "On Queue"). If you perform this query while the user is On Queue, but is not in a NOT_RESPONDING state, it will send back a 400 error (specifying that the transition of state you requested is not allowed).

    If you want to put a user on queue, or off queue (available, Busy, Away, ...), you must use the PATCH /api/v2/users/{userId}/presences/{sourceId} You would change the user presence to the "On Queue" status with: -> userId = id of your user -> sourceId = PURECLOUD -> body: something like {"presenceDefinition":{"id":"id of the presence definition for the new presence status"}} In case of On Queue, it is a system presence and you can find its id with a GET /api/v2/systempresences

    Regards,

    EnriqueGarciaPablo | 2020-11-06 12:45:09 UTC | #7

    Thank you very much for all info, I'm going to check it out right away !!

    EnriqueGarciaPablo | 2020-11-06 13:19:10 UTC | #8

    @Jerome.Saint-Marc you're right, everything works as you said.

    Thank you so much :sunny:

    system | 2020-12-07 13:31:59 UTC | #9

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 9255



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