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Inbound Calls are not routed into agent queue

  • 1.  Inbound Calls are not routed into agent queue

    Posted 06-05-2025 18:11

    Murugan_Duraisamy | 2017-01-05 19:46:55 UTC | #1

    Inbound Calls are not routed into agent queue

    1. Login into pure cloud through our application
    2. Changed the user presence into "ON_QUEUE" through in our application - using this api patchUserIdPresencesSourceId
    3. Place the Inbound call and IVR prompt the menu
    4. Call is not transferred into my QUEUE

    My routing status is 'IDLE'

    { "status": "IDLE", "startTime": "2017-01-05T19:32:22.200Z" }

    Currently this is blocking for my testing. could you please assist on this

    tim.smith | 2017-01-05 20:50:46 UTC | #2

    Product questions/issues should be posted on the new PureCloud Community Forum or opened as a ticket with PureCloud Support.

    If your routing status is idle, there's probably some product configuration issue with the user, skills, or the queue.

    Murugan_Duraisamy | 2017-01-05 21:06:16 UTC | #3

    Thanks Tim for your quick response

    andygunther | 2017-01-06 18:11:47 UTC | #4

    I ran into this once before because I was calling from a number that was assigned as one of the numbers on my user. PureCloud saw me as unavailable because I was calling from one of my own phone numbers. Could be the same case you're running into...

    Murugan_Duraisamy | 2017-01-06 22:28:57 UTC | #5

    Thanks andyhunther your response. I have assigned polycom phone to my profile and make inbound call through my cell phone(Dialed DID number). My user presence is ON_QUEUE and my routing status is 'Idle' calls are stuck in QUEUE(i.e calls are not routed my polycom phone) as soon as i open the purelcloud web in another tab my phone is ringing

    RogierBosch | 2017-01-09 08:21:25 UTC | #6

    Same issue here testing with callback with my mobile phone and this phone number was linked to my profile. I didn't get the callbacks, added an other user to the queue and this user got the callbacks.

    Now I only test with a mobile that isn't linked on a profile etc

    Murugan_Duraisamy | 2017-01-17 21:52:27 UTC | #7

    Hi TIM,

    Quick update - Support team identified rootcause. Purecloud disassociate the phone during logout. That's why the call is not routed to agent station

    -Murugan

    system | 2017-08-28 19:29:43 UTC | #8

    This post was migrated from the old Developer Forum.

    ref: 764



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