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I need guidance on how to check if an agent already has an active login session in Genesys Desktop or the Embeddable Framework, regardless of which browser or workstation they are using.

Our custom integration should prevent a second login if the agent already has an active session. Is there an API in Genesys Cloud that can provide session details or indicate whether an agent is currently logged in to these applications? Or is there a recommended approach/best practice to handle this type of concurrent login detection?

Thanks!

You should be able to do something like:

GET 'https://api.mypurecloud.com/api/v2/users/731023c0-xxxx-xxxx-xxxx-11659b75c5f1/presences/purecloud'

That gets you

{  "source": "PURECLOUD",  "presenceDefinition": {    "id": "ccf3c10a-aa2c-4845-8e8d-f59fa48c58e5",    "systemPresence": "Offline",    "selfUri": "/api/v2/presencedefinitions/ccf3c10a-xxxx-xxxx-xxxx-f59fa48c58e5"  },

If the Presence is anything other than "Offline" then the user is logged in somewhere. It does require that you know the userId of the person trying to log in.

I need guidance on how to check if an agent already has an active login session in Genesys Desktop or the Embeddable Framework, regardless of which browser or workstation they are using.

Our custom integration should prevent a second login if the agent already has an active session. Is there an API in Genesys Cloud that can provide session details or indicate whether an agent is currently logged in to these applications? Or is there a recommended approach/best practice to handle this type of concurrent login detection?

Thanks!

Hi George!. Thanks for your reply. 

We've already tried this approach, but we're looking for something more detailed that allows us to segment logins by platform. At the moment, our agents are using both the Embeddable Framework and a custom solution. We need to determine if, for any reason, agents are logging into Genesys Desktop instead of our solutions. With the current API, an agent simply appears as Available or On Queue if they're logged in through one of our platforms, but it doesn't distinguish which platform they're using.

You should be able to do something like:

GET 'https://api.mypurecloud.com/api/v2/users/731023c0-xxxx-xxxx-xxxx-11659b75c5f1/presences/purecloud'

That gets you

{  "source": "PURECLOUD",  "presenceDefinition": {    "id": "ccf3c10a-aa2c-4845-8e8d-f59fa48c58e5",    "systemPresence": "Offline",    "selfUri": "/api/v2/presencedefinitions/ccf3c10a-xxxx-xxxx-xxxx-f59fa48c58e5"  },

If the Presence is anything other than "Offline" then the user is logged in somewhere. It does require that you know the userId of the person trying to log in.

I need guidance on how to check if an agent already has an active login session in Genesys Desktop or the Embeddable Framework, regardless of which browser or workstation they are using.

Our custom integration should prevent a second login if the agent already has an active session. Is there an API in Genesys Cloud that can provide session details or indicate whether an agent is currently logged in to these applications? Or is there a recommended approach/best practice to handle this type of concurrent login detection?

Thanks!