SIGN UP

Better ACD operator status API

Better ACD operator status API

We are introducing new APIs to work with our ACD module. Please note that while ACD can be used to construct a call center within half an hour, it is not intended for any possible use case. If you want to implement some custom logic you can use your own backend server and implement any call distribution you want.

Client.getOperatorACDStatus method

Call this method and wait on the returned promise to get current ACD operator status. Please note that result is only valid if the user is actually assigned to any ACD queue (is an operator).

vox.getOperatorACDStatus().then((status) => {
  if (status !== VoxImplant.OperatorACDStatuses.Ready) {
    vox.setOperatorACDStatus(VoxImplant.OperatorACDStatuses.Ready);
  }
});

VoxImplant.Events.ACDStatusUpdated event

The event is triggered when ACD operator status is changed due to the setOperatorACDStatus call (on any SDK logged in under that user) or due to a server-side event (operator ban due to a missed call).

vox.addEventListener(VoxImplant.Events.ACDStatusUpdated, () => {
  vox.getOperatorACDStatus().then((status) => {
    if (status !== VoxImplant.OperatorACDStatuses.Ready) {
      vox.setOperatorACDStatus(VoxImplant.OperatorACDStatuses.Ready);
    }
  });
});

Up-to-date ACD status in the /GetUsers HTTP API

the acd_status field of the UserInfoType structure returned by the /GetUsers HTTP API call now contains an up-to-date value of current user's ACD status as a string. Previously it was possible for a 20-30 seconds old status to be returned.

'BANNED' can now be received

Voximplant ACD module automatically sets 2-hour 'BANNED' status if an operator does not answer the call. Now that status can be received via the /GetUsers HTTP API and new getOperatorACDStatus Web SDK API.

Tags:call centeracd
B6A24216-9891-45D1-9D1D-E7359CEB8282 Created with sketchtool.

Comments(0)

Add your comment

Please complete this field.

Recommended

Get your free developer account or talk with our sales team to learn more about Voximplant solutions
SIGN UP