How Do I Verify Phone Presence In CCaaS?

An agent's phone status seems inaccurate. How can I verify what the backed of CCaaS is seeing from their phone system?

Answer

You can access the rest/store of your CCaaS instance and find each Agent's presence (see below for newer CCaaS Builds)

Steps

1. Using the URL of your CCaaS instance, add ccaas- as a prefix and /rest/store as a suffix to the URL
   • Example:

     • https://acme-ipo.xima.cloud/

       • would instead become

     • https://ccaas-acme-ipo.xima.cloud/rest/store
       

   • NOTE: On newer versions of CCaaS you can get to the same place by
     1. Adding ccaas- as a prefix
     2. /diag as a suffix
     3. Selecting the "CCaaS Store" menu option
     4. Clicking "Full Store"
        
        
        
        
2. Once added, you can navigate to that page
3. Use CTRL + F to search for either "platformAvailabilityByAgent" or by "presence"
4. Under each agent, you will see listed their information including what their current handset status or presence is
   • Netsapiens
     • In the example below, we can see that our Agent is on a call as their "presence" says "inuse" and their "talking" is "true"
       
       
       
       
   • Ring Central
     • In the example below, we can see that our Agent is Ready for a call as their "presenceStatus" says "Available" and their "agentAvailable" is "true"