I have the following code to subscribe agent presence. Base on RingCentral API document, it should get notifed when there's incoming call. But I can only get notified when agent changes presence. But when there's incoming call, no notification.
var loadAgentInfo = function (allAgents) {
var agentIds = getAgentIds(allAgents);
if (agentIds) {
$scope.rcsdk.platform().get('/account/~/extension/' + agentIds, {}).then(function(agentRes) {
var agents = agentRes.multipart();
var subscription = $scope.rcsdk.createSubscription();
var callLogSubscription = $scope.rcsdk.createSubscription();
subscription.on(subscription.events.notification, function(msg) {
$scope.loadAgentsStatus();
});
var callLogEvents = [];
var presenceEvents = [];
for (var j = 0; j < agents.length; j++) {
var agentJson = agents[j].json();
populateAgentInfo(agentJson);
//presenceEvents.push('/account/~/extension/'+ agentJson.id + '/presence');
presenceEvents.push('/account/~/extension/'+ agentJson.id + '/presence?detailedTelephonyState=true');
}
presenceEvents.push('/account/~/presence');
subscription.setEventFilters(presenceEvents).register();
$scope.$apply();
$scope.loadAgentsStatus();
}).catch(function(agentErr) {
Notification.error({message: "Loading agent info failed!", positionY: 'top', positionX: 'center', delay: 10 * 1000});
});
}
}
Here's my two cents on 'How can I monitor incoming calls to call queue?'
A call queue would have Call Handling Rules which can be set either via Service Web or via API's. Per which the calls would be processed in same accordance on all the agents inside of the queue.
Lets say there is an agent named A inside the call queue and when A is already on a call, you would receive a notification as below: ( just the active calls object of the Push notification )
"activeCalls": [
{
"id": "8a5f8b7e9d5845b480ae6716c5041fba",
"direction": "Inbound",
"fromName": "Bla Bla",
"from": "+Customer 1 Number ",
"toName": "RingCentral Developers",
"to": "+RingCentral Number Agent A",
"telephonyStatus": "CallConnected",
"sessionId": "160241057020",
"startTime": "2017-07-31T21:04:27.300Z"
}
]
Now, if the call queue receives another call , and lets assume agent A is the first one in either of the below handling rules :
1.) Rotating
2.) Simultaneous
3.) In fixed Order
Agent A would receive a Push notification just as we did early but with a second leg which provides information about the incoming call: ( just the active calls object of the Push notification )
"activeCalls": [This could notify that there is an inbound call on the Call Queue ( which in-turn is being routed to the agents in the order specified under the call handling rules )
{
"id": "bebfd12e5a884f0c84ca934408ba608a",
"direction": "Inbound",
"fromName": "Customer 2 Peter",
"from": "+Customer 2 Number",
"toName": "RingCentral Developers",
"to": "+RingCentral Number Agent A",
"telephonyStatus": "Ringing",
"sessionId": "160241208020",
"startTime": "2017-07-31T21:04:51.579Z"
},
{
"id": "8a5f8b7e9d5845b480ae6716c5041fba",
"direction": "Inbound",
"fromName": "RAY D COMPANY",
"from": "+Customer 1 Number",
"toName": "RingCentral Developers",
"to": "+ RingCentral Number Agent A",
"telephonyStatus": "CallConnected",
"sessionId": "160241057020",
"startTime": "2017-07-31T21:04:27.300Z"
}
],
Hope this helps !
I tried, but couldn't log in. The error I got is:
Unfortunately, application cannot be used due to the restriction on the account level. Please contact your account administrator to enable this permission.
Subscription is working in Sandbox. However, I am not sure why you are creating another subscription named 'callLogSubscription' as per the code above:
var callLogSubscription = $scope.rcsdk.createSubscription();We have a demo app to showcase "Subscription-basics" in node.js . Kindly take a look at the github repo below:
https://github.com/ringcentral-tutorials/subscription-basics-nodejs-demo
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