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Does anyone know if we can use media as filter on /api/v2/users/{userId}/routingstatus. To check the status on email channel for a user or voice. So if you are interacting on email it will give you available on voice?

Hi Eystein Kylland,

The valid values as response are "OFF_QUEUE, IDLE, INTERACTING, NOT_RESPONDING, COMMUNICATING". 

If you are interacting on email, still you will be available on voice. Also its linked with utilization configuration set for the agent

Does anyone know if we can use media as filter on /api/v2/users/{userId}/routingstatus. To check the status on email channel for a user or voice. So if you are interacting on email it will give you available on voice?

I have this utilization.

Even with this I should be able to receive a call. The data action I have in the Direct Call flow returns Interacting status. What is the difference betwen INTERACTING and COMUUNICATING?

Hi Eystein Kylland,

The valid values as response are "OFF_QUEUE, IDLE, INTERACTING, NOT_RESPONDING, COMMUNICATING". 

If you are interacting on email, still you will be available on voice. Also its linked with utilization configuration set for the agent

Does anyone know if we can use media as filter on /api/v2/users/{userId}/routingstatus. To check the status on email channel for a user or voice. So if you are interacting on email it will give you available on voice?

Hi, Sharing additional details

• Interacting: The agent is On Queue handling an interaction with a customer or completing after-call work for an interaction. Genesys Cloud can still route them another interaction, depending on how administrators have configured agent utilization.
• Communicating: The agent is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so Genesys Cloud does not route new interactions to agents while they on an ACD or non-ACD call. This status only appears if administrators have enabled Block calls when on a non-ACD call (excludes transfers) when they configured agent utilization.

I have this utilization.

Even with this I should be able to receive a call. The data action I have in the Direct Call flow returns Interacting status. What is the difference betwen INTERACTING and COMUUNICATING?

Hi Eystein Kylland,

The valid values as response are "OFF_QUEUE, IDLE, INTERACTING, NOT_RESPONDING, COMMUNICATING". 

If you are interacting on email, still you will be available on voice. Also its linked with utilization configuration set for the agent

Does anyone know if we can use media as filter on /api/v2/users/{userId}/routingstatus. To check the status on email channel for a user or voice. So if you are interacting on email it will give you available on voice?