wchavez | 2020-07-22 19:42:13 UTC | #1
Good afternoon Forum:
In order for get an Agent´s Routing Status updated, could we use the following API, how should we use it? API: https://developer.mypurecloud.com/api/rest/v2/users/#put-api-v2-users--userId--routingstatus
Else, if it is possible, would you please guide me how can we do that using the Platform API?
Thank you.
tim.smith | 2020-07-22 19:47:13 UTC | #2
wchavez, post:1, topic:8365
how should we use it?
I'm not sure what you're asking. Can you elaborate? The request should be made per the resource's documentation you linked. Additional information on presence and routing status can be found here: https://developer.mypurecloud.com/api/rest/v2/presence/understanding_presence.html#acd_routing_status
wchavez | 2020-07-22 19:55:13 UTC | #3
Good afternoon Tim:
If an Agent is with RoutingStatus NOT_RESPODING how can we change it to IDLE in order to he/she be able to answer the interactions?
Thank you.
tim.smith | 2020-07-22 19:56:11 UTC | #4
See the link posted above: https://developer.mypurecloud.com/api/rest/v2/presence/understanding_presence.html#set_routing_status
wchavez | 2020-07-22 19:59:24 UTC | #5
I tried that API but did not work in my Organiztion´s API Explorer using as a parameter the UserId of an agent. It responded with a 404 error code specyfing that the UserId did not exist as an agent.
{ "message": "Agent XXXX ... does not exist.", "code": "resource.not.found", "status": 404, "messageWithParams": "{entity} {id} does not exist.", "messageParams": { "id": "XXXXX ....", "entity": "Agent" }, "contextId": "XXXXXXXX", "details": [], "errors": [] }
Thank you.
tim.smith | 2020-07-22 20:01:04 UTC | #6
Either your request path was malformed in some way or the ID you used wasn't valid. If you're sure the request was correct, please open a case with Genesys Cloud Care to investigate.
Jason_Mathison | 2020-07-24 14:05:29 UTC | #7
One quick thing to check, are you giving the userId as a GUID, something like de704570-0533-4d99-a3ac-28ac8930a86e or as an email address? Most APIs are looking for GUIDs.
FYI, including the contextId in the error response may allow us to get a better idea of the source of the error.
--Jason
SethAtGenesys | 2020-07-29 17:48:45 UTC | #8
another reason you could also get a 404 from this endpoint is if the user ID is valid, but the agent is off queue. in that case, there's no need to use the endpoint to reset the agent's status; just have them go on queue.
system | 2020-08-29 17:48:47 UTC | #9
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