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  • 1.  Not Responding - possible to change state if agent is Offline?

    Posted 02-17-2023 08:41
      |   view attached
    No replies, thread closed.

    Hi, 

    I'm curious if it's possible to change the status of an agent who has logged out in a "Not responding" state. Once a user is offline, modifying their status or logging them out to eliminate the "Not responding" status is not possible. This is causing some confusions for the RTM team when they monitor the traffic and see agents in not responding when they have been offline for plenty of hours. 


    #Unsure/Other

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    Joakim Kantola
    H&M Hennes & Mauritz GBC AB
    ------------------------------


  • 2.  RE: Not Responding - possible to change state if agent is Offline?

    Posted 02-20-2023 15:14
    Edited by Dewald Smit 02-20-2023 15:15
    No replies, thread closed.

    You should be able to resolve using this API endpoint: PUT /api/v2/users/{userId}/routingstatus

    Or the IDLE state if the user is currently online.

    You can use this API to set an Agent to On Queue: PATCH /api/v2/users/{userId}/presences/purecloud



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    Dewald Smit
    Altron Systems Integration a Division of Altron TMT (Pty) Ltd
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    Original Message


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