As you might know, there is an ACD module in our platform. It represents the call queues functionality, which implies the creation of call centers. It is partly true because the ACD module can be used to build a simple call center within half an hour, but it's not appropriate for complex cases with advanced custom logic. Still, ACD has its application as a reliable call distribution mechanism.
The ACD module deals with the Queue concept. The calls are served by operators, which could have various statuses: Ready, DND (do-not-disturb), Online, Offline, etc. We're glad to introduce new ways of processing statuses with Web SDK and HTTP Management API.
Web SDK: getOperatorACDStatus method
Web SDK: ACDStatusUpdated event
Additionally, you can track the fact of status' changing via the ACDStatusUpdated event. The event is triggered when the 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 (the operator is banned because of a missed call).
HTTP Management API: /GetUsers method
The acd_status field of the UserInfoType structure returned by the /GetUsers method call now contains an up-to-date value of the current user's ACD status as a string. Previously it was possible for a 20-30 seconds old status to be returned.