Alerting App with Beep

1

Hello Guys,

Hope you are all good.

I have this requirement where I need to create an alerting app that will make a beep sound to the agent(s) when a call(s) hit a queue. Let us assume I create a web application or a windows application that will hold the details such as we discussed like, agent status and queue status. I tried looking into the developer tools and there are no such APIs that help me get those details. Can you please guide if there is any SDK that can help achieve this?

Alternate Soliution:

We already have this solution Performance -> Queue Activity. But there is no alert that will make a beep sound. Is it possible we can configure the purecloud to make some beep sounds on meeting some conditions like when a call hits a queue.

2

Your application would need to subscribe to queue conversation events so it can be notified in real-time when a conversation arrives in queue. See the notification service documentation for more information: https://developer.mypurecloud.com/api/rest/v2/notifications/notification_service.html. The SDKs can be used with notifications as well.

3

Thank you Tim. Is there any similar notification subscription that will also show the agent status for that particular queue?

4

Yes, you can refer to the list of notification topics for that information: https://developer.mypurecloud.com/api/rest/v2/notifications/available_topics.html. Note that presence and routing status are unrelated to queues; they are only set on and apply to the user.

v2.users.{id}.presence - Raised when the presence of the user is changed.
v2.users.{id}.routingStatus - Raised when the routing status of a user is changed

5

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