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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How can I update agent...
Service | Customer Service, Contact Center, Fie...
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How can I update agent's presence by API?

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Posted on by ymochi

I want to sync the agent's presence on omnichannel with CTI system.

But, I can't find the table of it.

If anyone knows how to implement this, please let me know.

  • Suggested answer
    Nishant Rana Profile Picture
    Nishant Rana 11,325 Microsoft Employee on at
    RE: How can I update agent's presence by API?

    We could try this now -

    docs.microsoft.com/.../microsoft-ciframework-v2

  • Suggested answer
    Nishant Rana Profile Picture
    Nishant Rana 11,325 Microsoft Employee on at
    RE: How can I update agent's presence by API?

    I think currently there are no APIs available for the same.

    We can set the default presence on the system user record but that would be the presence value when he logins to the system.

    System User > Omnichannel Tab (User Form)> Default Presence Field

    We have this blog.thoughtstuff.co.uk/.../ but it for team's presence.

  • Suggested answer
    Community Member Profile Picture
    Community Member on at
    RE: How can I update agent's presence by API?

    Hi ymochi,

    I'm unfamiliar with CTI. But you could find this table here:

    In the new UI:

    pastedimage1634887698653v1.png

    In the classic interface:

    pastedimage1634887734075v2.png

    And you could update it with Web API:

    msdyn_presence Entity Reference | Microsoft Docs

    Use the Microsoft Dataverse Web API (Dataverse) - Power Apps | Microsoft Docs

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