We are creating a new call flow where the customer can enter their account number. Based on that account number, we are looking up the account owner in Salesforce and routing the call to that account owner in PureCloud via a skill.
Now, we would like to look up that user's presence (On Queue, Available, Busy, etc.) before we route the call. If the agent is On Queue then still send the call to the agent. If not, give the caller an option to either leave a message for that agent or go to the queue with a live agent. We added the "Get PureCloud User Presence" Action. In that Test section, I added my USER_ID in the Input section and in the Output section we got a successful response. For instance, if my actual PureCloud presence is On Queue then the output response is On Queue. If my actual PureCloud presence is Available, then the output response is Available, etc.
So, in architect, what would be the expression to lookup a user presence, so we can route calls based on that user's presence?
#ArchitectureandDesign#Integrations#Routing(ACD/IVR)#Telephony------------------------------
Christopher A Peters
Cox Automotive Corporate Services, LLC
------------------------------