kphung | 2019-11-13 16:47:01 UTC | #1
Using the request https://api.mypurecloud.com/api/v2/routing/queues/{id}/users?pageSize=1000
In the response, some users look like this: { "id": "{id}", "name": "Jovana Bukejlovic", "user": { "id": "UNKNOWN-USER", "name": "Unknown User", "routingStatus": { "status": "OFF_QUEUE" }, "selfUri": "/api/v2/users/UNKNOWN-USER" }, "ringNumber": 1, "joined": true, "memberBy": "user" }
I don't see any documention that mentions it. What does the UNKNOWN-USER mean ?
Thanks, Kathie
tim.smith | 2019-11-13 18:11:51 UTC | #2
Was this user recently deleted or deactivated? This could be a cache expiry issue where routing information is persisting for a period of time for a user that was deleted. If that doesn't seem likely, please open a case with PureCloud Care to investigate as investigating customer-specific data is not appropriate for this public forum.
kphung | 2019-11-18 22:42:39 UTC | #3
Looks like the user has a state of inactive. Can an inactive user still get routed calls/chats/emails ?
tim.smith | 2019-11-19 18:53:36 UTC | #4
A user would need to be able to log in and go on queue to be assigned items, which an inactive user can't do.
system | 2019-12-20 18:53:39 UTC | #5
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This post was migrated from the old Developer Forum.
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