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Can't change call_status via Talk API

image avatar

Mavenoid Agent

Posted Dec 09, 2021

Hello Zendesk team,

We're trying to use https://developer.zendesk.com/api-reference/voice/talk-api/availabilities/#json-format to manage agent availability by sending this request to change the agent state and call status:
{
  "availability": {
    "agent_state":  "online",
    "call_status": "on_call",
    "via": "client"
  }
}
We do get agent_state updated, but call_status remains unchanged (even though this attribute is not listed as read-only in the API docs)
 
Is there anything we should do differently?

Many thanks for your assistance.
Galina

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4 comments

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    Newest
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      Tipene Hughes

      Hey Galina Ryzhenko, Danny Tiesling!

      The "call_status" property can be updated from "wrap_up" to null, but not from null to "wrap_up" or "on_call". This is expected behavior that should be more clear in the docs, so I'll reach out to the team to have this updated.

      I hope this helps. If you have any questions, feel free to reach out!

      Tipene

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      Danny Tiesling

      Galina Ryzhenko did you ever resolve this? I'm seeing the exact same thing.

      0

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      Mavenoid Agent

       

      Hi Eric Nelson - thank you for getting back to me. 

      Please find the screenshot of our PUT request below, as you can see, the agent_state we send is picked up and reflected in the response while call_status remains null (no matter what we try):

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      Eric Nelson

      Hey Galina,

      Can you provide us an example of the put request that you're using to try to do this? That will help us to be able to troubleshoot more effectively. 

      Thanks!

      0

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