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Changing user presence via API

  • 1.  Changing user presence via API

    Posted 06-05-2025 18:16

    Paulo | 2019-11-10 22:25:56 UTC | #1

    Hi Team,

    I am having issues to change user presence via API.

    Very similar to this one reported in 2017: https://developer.mypurecloud.com.au/forum/t/possible-bug-with-presence-notifications/1033

    Is there an update regarding the bug SHIA-1492?

    tim.smith | 2019-11-13 17:30:19 UTC | #2

    Can you describe the issue you're having?

    Paulo | 2019-11-13 21:48:30 UTC | #3

    Hi Tim,

    It seems that the API endpoint is permanently changing the "default" presence of the user.

    I am not sure if this is the expected behaviour but let me explain fully the issue here:

    1. User A changes their status from "Available" to "Away"
    2. User A's presence is changed via API by Developer tools from "Away" to "Offline".
    3. User A manually change the presence from "Offline" to "Available" via UI.
    4. After refreshing the browser the User A's presence is changed back to "Offline".
    5. User A logs out and logs back into Purecloud, the initial presence comes up as "Offline".

    If I use the status "Busy" instead of "Offline" to set presence via API no matter to what status I select via UI whenever we refresh the browser it will always go back to "Busy".

    I could not find a way to synchronize the status, the only workaround we found so far is to delete and recreate the account.

    The other part of the issue is related to the bug SHIA-1492:

    1. Fire up Developer Tools Notification Tester and subscribe to your own presence notifications.
    2. Now use Developer Tools API Explorer to call /api/v2/users/{userId}/presences/{sourceId} using the presence ID for “Busy” status.
    3. Your status will change to Busy in PureCloud, and you’ll receive a Busy presence notification. So far so good.
    4. Now use PureCloud client to change back to Available… you will receive no notification.

    In both scenarios, I noticed that after changing the user presence via API when we use "Get a user's Presence" this will always return the presence set via API even if we change status via UI, perform user log out or close the browser.

    tim.smith | 2019-11-14 20:40:56 UTC | #4

    Paulo, post:3, topic:6452
    • User A changes their status from "Available" to "Away"
    • User A's presence is changed via API by Developer tools from "Away" to " Offline ".
    • User A manually change the presence from "Offline" to "Available" via UI.
    • After refreshing the browser the User A's presence is changed back to " Offline ".
    • User A logs out and logs back into Purecloud, the initial presence comes up as " Offline ".

    I'm not able to reproduce this. But if you are, please open a case with PureCloud to investigate.

    Paulo, post:3, topic:6452
    • Fire up Developer Tools Notification Tester and subscribe to your own presence notifications.
    • Now use Developer Tools API Explorer to call /api/v2/users/{userId}/presences/{sourceId} using the presence ID for “Busy” status.
    • Your status will change to Busy in PureCloud, and you’ll receive a Busy presence notification. So far so good.
    • Now use PureCloud client to change back to Available… you will receive no notification.

    This appears to be an issue. Please open a case with PureCloud Care to investigate.

    Paulo | 2019-11-14 21:27:37 UTC | #5

    Hi Tim,

    I have a case with support for 6 months but no luck so far.

    So I was wondering if could get an update on CORE-6308.

    tim.smith | 2019-11-14 22:36:08 UTC | #6

    Please continue working with Care to troubleshoot the issue and request an update on CORE-6308; the dev forum is not a means to bypass Care.

    system | 2019-12-15 22:43:28 UTC | #7

    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: 6452



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