Genesys Cloud - Main

​I am currently building call flows that will need to check the Emergency Status and if Active route elsewhere. This is fine for the Configuration as I direct the call to a specific Call Flow I've created for Emergency.

The issue I have is checking this Emergency State when the call is already in the In Queue CallFlow - the call is in a loop of music and announcements but how do I check the Emergency state if it is activated. I'm looking for an action or some way that interrogates the Emergency state and allows me to route away if activated.

Please tell me there is a way to do this easily..

regards,

Glenn Fairhall


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Glenn C Fairhall
Telstra Corporation Ltd
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Hi Glenn,

You can use a PureCloud Data Action to check the state of an emergency group.

https://help.mypurecloud.com/articles/about-purecloud-data-actions-integration/

https://developer.mypurecloud.com/api/rest/v2/architect/index.html#getArchitectEmergencygroupsEmergencygroupId

The input schema would require a string, the emergency group's (schedule's) ID and the single output should be "enabled" (boolean). You can call this data action periodically in your in-queue flow, once per minute, maybe 30 seconds depending on your call volume. Don't use a tight loop repeatedly calling it or you'll hit rate limits. Limit is 300 / minute for the client credential oauth you create for the PureCloud Data Action.

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R. J. Smith
Genesys - Employees
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