PeterM | 2020-05-04 22:06:49 UTC | #1
Hi
I'd appreciate some advice about a scenario that has me a bit stumped ...
Upon starting, our application retrieves details of all configured queues using GET /api/v2/routing/queues. 280 queues are returned and cached within the application so we can translate a Queue Id to it's name.
The application then subscribes to events for users using v2.users.{0}.activity subscription request.
Occasionally we get a user event (AgentActivityChangedTopicAgentActivity) which references a Queue which is not in the collection of cached queues. When this happens we refresh the cache again using GET /api/v2/routing/queues. But the new queue in the user event is not returned and the total queue count returned is still 280.
Are there some queues that are not returned by GET /api/v2/routing/queues? Can someone give me some clues as to what might be happening here? Thanks.
Peter,
Jerome.Saint-Marc | 2020-05-06 09:27:42 UTC | #2
Hello,
We cannot investigate customer-specific data via the forum. You would need to open a case with Genesys Cloud Care to investigate the missing data.
Having said that, one possibility that comes to my mind, could be related to Access Control and the use of divisions in your PureCloud org (if your org is using other divisions than the pre-defined "Home" division). As you are probably using a server application using OAuth Client Credentials Grant, one possibility could be that a Queue was created under a new Division that your OAuth Client doesn't have permissions to access (Roles in the OAuth Client - when using Client Credentials Grant Type). See here for info on Access Control and Divisions: https://help.mypurecloud.com/articles/about-access-control/
I can't say for sure if this is the reason why you are not retrieving this Queue in your GET /api/v2/routing/queues. I mean f what I described above is not what you have in your system (if you are just using the Home division, or if your OAuth client already has the necessary permissions on the divisions).
What I would suggest is that you try to identify that Queue, keeping a trace of the corresponding queueId. Then, using the API Explorer in the developer tools, with a user account which has all necessary permissions, try to get details about this queue using GET /api/v2/routing/queues/{queueId} [and you will see to which division this queue belongs to, as well as its name].
Or you should be able to access it as well from the PureCloud Web client, using this url (replacing {yourQueueId} with the proper value): https://apps.mypurecloud.com.au/directory/#/admin/admin/organization/_queuesV2/{yourQueueId}/routing
Regards,
PeterM | 2020-05-07 20:01:10 UTC | #3
Jerome
Thanks for your reply. With your help we've determined that is exactly what has happened. A new Division was recently created (without our knowledge) and several queues added to it. Because our OAuth client didn't have access to the Division, when we retrieved the configured queues we weren't seeing those in the new Division.
Thanks for your help.
Peter,
Jerome.Saint-Marc | 2020-05-08 06:46:52 UTC | #4
Hello Peter,
Glad to hear you were able to find and to fix the problem.
Regards,
system | 2020-06-08 06:46:57 UTC | #5
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