Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Learning_Basics on July 18, 2023, 08:48:55 AM

Title: Which API parts can be used to pick up agent status / call status / extension
Post by: Learning_Basics on July 18, 2023, 08:48:55 AM

Hi,

I am trying to get status from Genesys Cloud for Agent Status, DN Status and Call Status. I come from 10 years of developing with ... T-Lib (yes, that old!). I am a bit lost. I see Agent status in softphone, but it seems as I am missing a section of API document that shows me where to get DN and call status. Could someone please help?

Title: Re: Which API parts can be used to pick up agent status / call status / extension
Post by: Gef Buneri on July 18, 2023, 09:01:35 AM

I suggest to give a look to https://developer.genesys.cloud/

Title: Re: Which API parts can be used to pick up agent status / call status / extension
Post by: PeteHoyle on July 19, 2023, 10:32:14 AM

In Genesys Cloud it's different than Engage.

You can get the Agents Presence, such as Available, Break, Meal, Meeting etc.

https://help.mypurecloud.com/articles/agent-presence-status-and-activity-indicators/

using the API

https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-users--userId--presences-purecloud


And you can get the Routing Status

https://help.mypurecloud.com/glossary/routing-status/

using the API

https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-users--userId--routingstatus

The above API methods are just one off requests, if you want to subscribe to get Notified about changes in the Agents Presence/Routing Status then you can use the Notification API

https://developer.genesys.cloud/notificationsalerts/