dnivelad | 2017-01-18 14:48:13 UTC | #1
Hello
When I subscribe to v2.users.{id}.presence and go out of office
the notification handler returns
{ "source": "PURECLOUD", "presenceDefinition": { "id": "6a3af858-942f-489d-9700-5f9bcdcdae9b", "systemPresence": "AVAILABLE" }, "primary": true, "message": "" }
If I subscribe to v2.users.{id}.outofoffice and go out of office the event is not triggered at all
tim.smith | 2017-01-18 17:47:26 UTC | #2
This is currently a known issue in production. A fix is currently being tested. If you need additional visibility on this issue, please open a ticket with PureCloud Support. Thanks!
dnivelad | 2017-02-10 14:37:05 UTC | #3
Hi, support case created. They replied I should contact you guys at the developer forums. So this is my case number #00046030
tim.smith | 2017-02-10 17:11:35 UTC | #4
It seems that the fix mentioned previously was not for this issue. I've created API-2306 for this. The developer says it should be a quick fix.
I looked at the support ticket and it appears you've reported a different issue there. You reported that the user's presence is Available when they're in out of office. This is correct because their OOO state is separate from their presence. Use GET /api/v2/users/{userId}/routingstatus to fetch a user's routing status and GET /api/v2/users/{userId}/presences/{sourceId} to fetch a user's presence. Additionally, both routing status and presence can be expanded on user resources like GET /api/v2/users/me.
dnivelad | 2017-02-10 21:35:58 UTC | #5
What confuses me is that on this page from the resource center OOO is mentioned as a presence (with pink color) https://help.mypurecloud.com/articles/presence-status-and-activity-indicators/
Do you mean then that it is also correct that the Notification API topic for presence returns Available as the presence state when a user goes OOO and that the real issue was with the OOO topic not firing at all?
tim.smith | 2017-02-10 21:40:47 UTC | #6
dnivelad, post:5, topic:807
Do you mean then that it is also correct that the Notification API topic for presence returns Available as the presence state when a user goes OOO and that the real issue was with the OOO topic not firing at all?
Yes. In the PureCloud UI, the distinction between OOO, presence, and routing status is intentionally hidden from the user for ease of use. When working at the API level, they are separate things. This is eluded to in the OOO description:
If you log out while set to Out of Office, the Out of Office status remains.
system | 2017-08-28 19:30:04 UTC | #7
This post was migrated from the old Developer Forum.
ref: 807