Inbound Calls are not routed into agent queue

Platform API Java SDK
1

Inbound Calls are not routed into agent queue

  1. Login into pure cloud through our application
  2. Changed the user presence into "ON_QUEUE" through in our application - using this api patchUserIdPresencesSourceId
  3. Place the Inbound call and IVR prompt the menu
  4. Call is not transferred into my QUEUE

My routing status is 'IDLE'

{
  "status": "IDLE",
  "startTime": "2017-01-05T19:32:22.200Z"
}

Currently this is blocking for my testing. could you please assist on this

2

Product questions/issues should be posted on the new PureCloud Community Forum or opened as a ticket with PureCloud Support.

If your routing status is idle, there's probably some product configuration issue with the user, skills, or the queue.

3

Thanks Tim for your quick response

4

I ran into this once before because I was calling from a number that was assigned as one of the numbers on my user. PureCloud saw me as unavailable because I was calling from one of my own phone numbers. Could be the same case you're running into...

5

Thanks andyhunther your response.
I have assigned polycom phone to my profile and make inbound call through my cell phone(Dialed DID number). My user presence is ON_QUEUE and my routing status is 'Idle' calls are stuck in QUEUE(i.e calls are not routed my polycom phone) as soon as i open the purelcloud web in another tab my phone is ringing

6

Same issue here testing with callback with my mobile phone and this phone number was linked to my profile. I didn't get the callbacks, added an other user to the queue and this user got the callbacks.

Now I only test with a mobile that isn't linked on a profile etc

7

Hi TIM,

Quick update - Support team identified rootcause. Purecloud disassociate the phone during logout. That's why the call is not routed to agent station

-Murugan

1 Like
8