monisk | 2020-04-27 14:34:52 UTC | #1
As per https://help.mypurecloud.com/articles/configure-call-work-settings/ it seems the maximum timeout that can be set is 900 seconds (15 minutes). Is this limitation only in the UI? (e.g. can this be set to a higher value programmatically?). If not, is it possible to request being able to do so? We have use-cases where we expect after call work to be up to 60 minutes, after which we still want to have auto-accepting of the next call.
tim.smith | 2020-04-27 22:17:08 UTC | #2
Limits should be enforced by the server, though the UI may guide you as well. You can try setting it to your desired value using the API and it will return an error if the value is invalid.
Jerome.Saint-Marc | 2020-04-28 05:15:16 UTC | #3
Hello,
The maximum ACW timeout is indeed 900 seconds. I have tried to set it via API, and if timeout is set to something greater than 900000 (milliseconds), the request is rejected with an error stating that the max timeout for ACW is 900000 (900 seconds).
Here for the API - https://developer.mypurecloud.com/api/rest/v2/routing/index.html POST /api/v2/routing/queues to Create a queue PUT /api/v2/routing/queues/{queueId} to Update a queue
Regards,
monisk | 2020-04-28 16:20:43 UTC | #4
Hey Jerome/Tim, thanks for the follow up.
What is the reason why the limit on the server side is set to 900 seconds? Is it possible to have it be increased?
tim.smith | 2020-04-28 16:26:24 UTC | #5
I don't know the reasoning behind the specific limit, but you can request an increase or removal of the limit and share your use case at https://purecloud.ideas.aha.io/ideas. Sharing the use case is particularly important to help product management understand and prioritize the needs of our customers.
system | 2020-05-29 16:26:24 UTC | #6
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