Skip to main content

Notifications

Customer Service forum
Unanswered

In Omnichannel Voice how can we query number of agents available?

Posted on by 67

In Omnichannel Voice, we have a workstream that contains 4 voice queues. We need calls to queue X that do not get answered by an agent to then route to queue Y.

Since the product does not allow calls to be routed from one voice queue to another once the call is in a queue, we need to determine at the workstream level using the route to queue rules if there are any agents in queue X that are available to take the call, if not test for available agents in queue Y, if there are agents available route the call to queue Y and so on. 

In other words, in a workstream - route to queue rule - how can we query queue X for number of agents with status/presence = available. 

Any help is GREATLY appreciated!

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

November Spotlight Star - Khushbu Rajvi

Congratulations to a top community star!

Forum Structure Changes Coming on 11/8!

In our never-ending quest to help the Dynamics 365 Community members get answers faster …

Dynamics 365 Community Platform update – Oct 28

Welcome to the next edition of the Community Platform Update. This is a status …

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 290,818 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 229,147 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans