Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: bocukom on July 26, 2023, 08:26:16 AM
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Hello,
I am trying to retrieve DN status from Genesys Cloud using its API. I can get Agent's Presence; however, where can I tell if the station is OnHook, OffHook, OnCall, OnHold, and so on? I looked at Station API, but it is not there.
Thank you!
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Well...I am not Cloud expert but talking about telephony...those make sense on analog or digital phones, not IP phones. In those, SIP phones or H323 (old), no need to "Hookup" a phone to dial, there is software basically. So those are instant emulated events. Not durable ones.
Hold, yes, I agree, is a valid one, but according to
https://developer.genesys.cloud/useragentman/presence/understanding-presence#routing-statuses
Also doesn't make sense as would enter the
INTERACTING - Handling an interaction (live or wrap up)
What are you trying to achieve?
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Thank you
I want to display a list of agents and know what they are currently doing. There is a presentation on the link, there is a schema there, in it there is a field "Status" where I need to display the DN statuses
https://docs.google.com/presentation/d/1SdinWMkytUXYMccolyl1URPzCiYp2v92/edit#slide=id.p1
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You're trying to export this information in a 3rd party environment, outside of Cloud CX?, because in Cloud CX environment you should be able to achieve the goal using the Agent Status workspace, if you have the rights to do so. Filter the view for selected agents only, if required. There you have the Status column, and you can add more columns using the "+" in the top right of the view's tab headers.