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  • 1.  Seeking Solutions for Managing Inactive Genesys Accounts

    Posted 10-10-2024 11:34

    Hi Genesys Community,

    I hope this message finds you well.

    Issue: When we disable an agent's account in Azure Active Directory (Azure AD), their corresponding Genesys account is automatically marked as "Inactive." This poses a significant challenge, as while the assigned queues remain, they become deactivated for the user.

    Given that some users may belong to over 50 queues, reactivating each queue individually can be quite time-consuming.

    Question: How do you manage this situation? Are there any solutions or workarounds available to reactivate all user queues simultaneously?

    Thank you for your assistance!

    Best,
    Ghaith


    #Connect with a Customer (NEW)

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    Ghaith Darwish
    Global Excel Management Inc.
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  • 2.  RE: Seeking Solutions for Managing Inactive Genesys Accounts
    Best Answer

    GENESYS
    Posted 10-10-2024 12:53
    Edited by Jason Kleitz 10-11-2024 11:02

    Hello Ghaith, 

    Apologies for the long post i'm trying to understand what you are asking. 

    When you disable an agent in AAD, if its synced to GenCloud it will deactivate that user, thus deactivating that user from the queues and removing all roles and such. This is expected behavior. 

    I have to ask why would you want to remove the user from the AAD? 

    To answer your question you could do this by gathering all the queues ids you want using the GET /api/v2/routing/queues and then use the PATCH /api/v2/users/{userId}/queues/{queueId} in one go. This is just one potential idea that you could use. 

    Hope this helps!

    Cheers, 



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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