Any way to find out if a user is available/not on a call

[Jim_Bell]

Is there any good way to find out if a user is available to take a call?

The use case is - based on DNIS, transfer a call to a specific user UNLESS the user is already on a call/not available to take a call - then offer caller the option for user voicemail or route to queue.

[Eos_Rios]

/api/v2/users/search/
with the "routingStatus" expand option

,"routingStatus":{"status":"IDLE","startTime":"2024-08-19T16:47:54.796Z"},"presence":{"source":"PURECLOUD","presenceDefinition":{"id":"e08eaf1b-ee47-4fa9-a231-1200e284798f","systemPresence":"On Queue",
IDLE and On Queue should be good to go.

Could also use /api/v2/users/{userId}/presences/{sourceId}
with a SourceID of PURECLOUD
But I don't feel like it's as detailed because you only get the presence, not the routing status.

[Jim_Bell]

Thank you! That will work, assuming the user takes the call. If they let it roll to voice mail, this will break. I really want to push them to at least make a queue for each user. With an in-queue flow I can handle the "voicemail or queue" if the user doesn't answer quickly.