User not going to Available after changing its status externally with the SDK

Hi I made some changes to the following tutorial example...
https://developer.mypurecloud.com/api/tutorials/presence/#javascript

...in order to control users status using the JavaScript SDK.
I started noticing that I was not receiving the notification when the user goes to Available in the following scenario:

  1. Using the custom app, I change the user status to for example "Meeting"
  2. Using the PureCloud UI, that user tries to change its status to "Available".

The custom app doesn't receive the presence change notification
The PureCloud UI of the user shows him as Available (the green in the user profile picture)

It looks like the problem is not that the custom app is not receiving the notification of the user changing to Avaliable, the problem is that the user is not really changing its status to Available despite of clicking Available and see its profile picture with the green circle and status Available.

I can say that because in addition to not receiving the notification if I check the status of that user in its queue I can see that the user is not changing its status to Available, it's still in a Meeting.

It's strange because if I repeat the same steps but in the step 2 the user changes its status to another one for example Busy or Meal, it works with no problem (the user does change its status and the custom app receives the notification) and from there now the user can change its status to Available.

I wanted to check if running the same tutorial example (with no changes but the client id) I was going to experience the same behavior and yes I do experience the same issue.

I don't know if I'm missing something that the example doesn't take into account.

Thanks,

I'm getting the same behavior when using the API explorer to change a user status to, for example, "Meeting":

  1. The user logs in using the PureCloud UI
  2. Using the API explorer I successfully change the status of that user to "Meeting" (you can see in the PureCloud UI that the user status changes to Meeting)
  3. Using the PureCloud UI, that user tries to change its status to "Available", it seems to change because the circle of its profile picture changes to green but in reality it doesn't change, it remains the same.

I have tested 2 different organizations and the behavior is the same.

If the presence isn't being reflected correctly and isn't generating notifications when it changes, please open a case with PureCloud Care to investigate as that definitely sounds like a bug.

Thanks Tim, that's what I did. Regards.

Just to let the forum know, Genesys support told me the following:

"As per development team, this issue is a known bug which is being worked on by Dev but no available ETA for the fix. The workaround for now is to have the Agent first select different status then select Available for the changes to reflect in Queue view, other than this, we'll have to wait for Dev to deploy the fix once completed.

Know issues are normally addressed as Development continue to update the PureCloud platform."

Thanks,

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