grimdj | 2017-03-30 12:18:33 UTC | #1
Is there an API call that can be made that can determine if a user is interacting on a call only? The Routing Status will show interacting if the user is on an email as well. I also looked into the System Presence but there is no interacting status associated with that.
Thanks for your help.
tim.smith | 2017-03-31 14:16:14 UTC | #2
Unfortunately, no. The routing status in singular and does not take into account specific media. If you can provide your use case, I'll get it submitted as an enhancement request.
grimdj | 2017-03-31 17:18:30 UTC | #3
In the PureCloud app the screenshot below shows if a user is interacting and the type of media they are interacting with.
<img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/c163ed612371d8629b074df3f195d32e6bf33562.PNG" width="690" height="288">
Is there any API call i can use to get that information?
tim.smith | 2017-03-31 18:05:20 UTC | #4
The best way to get this information is by subscribing to the notification topic v2.users.{id}.conversationsummary for the user. This will give you a breakdown of their media in real time. Information on notifications and documentation of the available topics can be found here: https://developer.mypurecloud.com/api/rest/v2/notifications/index.html
If you need to get that information once, you can use the expand=conversationSummary query parameter on user APIs to get the same data that the notification will send.
dnivelad | 2017-06-08 07:46:30 UTC | #5
Hi since I'm unsure of whether this is a bug or that I don't understand the expand=conversationSummary. When using this and active in a call (i.e. INTERACTING routing status) I get the below result
"conversationSummary": { "call": { "contactCenter": { "active": 1, "acw": 0 }, "enterprise": { "active": 0 } },
During wrapup when I've hung up the call I try the same query again but still get the above result. I wait 5 minutes and still in wrapup and try it again but it still gives the above result. I would expect acw to be equal to 1 here since I'm doing after call work.
Also a question about the enterprise property, when does this get active?
tim.smith | 2017-06-12 13:23:16 UTC | #6
This appears to be a bug. I've opened CS-895 to have it addressed.
matthew | 2017-08-09 18:43:20 UTC | #7
Hi Tim, Can you let me know has this bug been fixed? I'm also looking to use the acw field.
Matthew
tim.smith | 2017-08-09 18:48:53 UTC | #8
The fix was just submitted yesterday. It should make it to prod on the next deployment, probably early next week.
system | 2017-08-28 19:33:28 UTC | #9
This post was migrated from the old Developer Forum.
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