We are completing an integration for a customer using the Notifications API for Purecloud, we are getting routing status changes sent to us for IDLE, INTERACTING etc ... But we are never receiving 'COMMUNICATING' as a routing status change, despite the fact that the client is making and receiving calls . Can anyone help with this problem ? What would be the scenario for receiving a 'COMMUNICATING' routing status for an agent. The customer made internal test calls using the CALLS feature (Not interactions), and made external test calls to another agent or to an outside number , but no update was received to show 'communicating', nor were we getting 'interacting' for those calls, only when using the softphone in interacting mode , were we getting 'interacting' status updates
Hello,
COMMUNICATING doesn't signify all calls. Here is the definition from the devcenter: Presence is On Queue, but the user is on a non-ACD interaction, or, if utilization is configured to include non-ACD interactions, the user is OFF_QUEUE and handling a non-ACD interaction. You can read more about routing statuses here: https://developer.genesys.cloud/useragentman/presence/understanding-presence#routing-statuses
Best
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