How to listen to Agent Status changes with the Voice Api | Community
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How to listen to Agent Status changes with the Voice Api

  • August 29, 2023
  • 2 replies
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Development

I'm looking for a way to listen to Agent Status changes within the Voice "module" in Zendesk.
So I can update the support app in the top_bar that is loading our soft phone integration.

I'm using ZAFClient and OAuth2 to:

1. Create and open a ticket when someone's calling.
2. Update the agent status in Zendesk.

The use case I also wish to implement is: when a user updates their voice status in Zendesk, the callcenter (in our soft phone) also needs to adopt this status.

Is this possible?

    2 replies

    Greg29
    • Greg29
    • September 5, 2023
    Hi again! You can do this using the Unified Agent Statuses API. Take a look at this example to see how you can accomplish this.
    Development
    • Development
    • Author
    • September 7, 2023

    Thank you indeed. Turns out our customer doens't use Unified Agent Statuses Api yet.
    So, when they do, I'll implement this.

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