Updating Genesys Cloud Agent Presence with TypeScript

What You Will Build

• A TypeScript service that updates Genesys Cloud agent presence with validated state and availability payloads.
• The implementation uses the Genesys Cloud REST API via axios with explicit retry logic and optimistic locking.
• The code covers Node.js and TypeScript with Express for desktop integration endpoints.

Prerequisites

• OAuth 2.0 Client Credentials or JWT flow with scopes: presence:write, presence:read, analytics:read
• Genesys Cloud API v2
• Node.js 18+ with TypeScript 5+
• Dependencies: axios, express, @types/express, dotenv, uuid

Authentication Setup

Genesys Cloud requires a bearer token for all presence operations. The following manager handles token acquisition, caching, and automatic refresh when the token expires.

import axios, { AxiosInstance, AxiosError } from 'axios';
import * as dotenv from 'dotenv';

dotenv.config();

interface TokenResponse {
  access_token: string;
  expires_in: number;
  token_type: string;
}

class AuthManager {
  private client: AxiosInstance;
  private token: string | null = null;
  private expiryTime: number = 0;
  private readonly orgHost: string;
  private readonly clientId: string;
  private readonly clientSecret: string;

  constructor(orgHost: string, clientId: string, clientSecret: string) {
    this.orgHost = orgHost;
    this.clientId = clientId;
    this.clientSecret = clientSecret;
    this.client = axios.create({
      baseURL: `https://${orgHost}`,
      timeout: 10000,
    });
  }

  async getToken(): Promise<string> {
    if (this.token && Date.now() < this.expiryTime) {
      return this.token;
    }

    const payload = new URLSearchParams();
    payload.append('grant_type', 'client_credentials');
    payload.append('scope', 'presence:write presence:read analytics:read');

    try {
      const response = await this.client.post<TokenResponse>('/oauth/token', payload);
      this.token = response.data.access_token;
      this.expiryTime = Date.now() + (response.data.expires_in * 1000) - 5000; // 5s buffer
      return this.token;
    } catch (error) {
      const err = error as AxiosError;
      throw new Error(`Authentication failed: ${err.response?.statusText || err.message}`);
    }
  }

  getHttpClient(): AxiosInstance {
    const http = axios.create({
      baseURL: `https://${this.orgHost}`,
      timeout: 15000,
    });

    http.interceptors.request.use(async (config) => {
      const token = await this.getToken();
      config.headers.Authorization = `Bearer ${token}`;
      config.headers['Content-Type'] = 'application/json';
      return config;
    });

    return http;
  }
}

Implementation

Step 1: Constructing Presence Payloads and Validating Transitions

Genesys Cloud presence updates require a presenceState and presenceAvailability. Business rules often restrict rapid toggling or invalid combinations. The following validator enforces allowed transitions and constructs the exact JSON payload expected by /api/v2/users/{userId}/presence.

export type PresenceState = 'available' | 'unavailable' | 'offline' | 'away';
export type PresenceAvailability = 'available' | 'unavailable' | 'offline';

interface PresenceUpdateRequest {
  userId: string;
  state: PresenceState;
  availability: PresenceAvailability;
  reason?: string;
}

const ALLOWED_TRANSITIONS: Record<string, PresenceState[]> = {
  available: ['unavailable', 'away', 'offline'],
  unavailable: ['available', 'offline'],
  away: ['available', 'unavailable', 'offline'],
  offline: ['available', 'unavailable'],
};

function validatePresenceTransition(current: PresenceState, requested: PresenceState): void {
  const allowed = ALLOWED_TRANSITIONS[current];
  if (!allowed || !allowed.includes(requested)) {
    throw new Error(`Invalid transition from ${current} to ${requested}. Allowed: ${allowed.join(', ')}`);
  }
}

function constructPresencePayload(request: PresenceUpdateRequest): Record<string, unknown> {
  return {
    presenceState: request.state,
    presenceAvailability: request.availability,
    ...(request.reason && { reason: request.reason }),
  };
}

Step 2: Optimistic Locking and Expiration Timers

Concurrent presence updates cause race conditions. Genesys Cloud supports the If-Unmodified-Since header for PUT operations. We track the last successful update timestamp and attach it to subsequent requests. Additionally, an expiration timer resets presence to offline after a configurable inactivity period.

import { AxiosInstance } from 'axios';

class PresenceManager {
  private http: AxiosInstance;
  private lastModifiedTimestamp: string | null = null;
  private expiryTimer: NodeJS.Timeout | null = null;
  private readonly expiryDurationMs: number;
  private currentPresence: { state: PresenceState; availability: PresenceAvailability } | null = null;

  constructor(http: AxiosInstance, expiryMinutes: number = 30) {
    this.http = http;
    this.expiryDurationMs = expiryMinutes * 60 * 1000;
  }

  async updatePresence(request: PresenceUpdateRequest): Promise<void> {
    if (this.currentPresence) {
      validatePresenceTransition(this.currentPresence.state, request.state);
    }

    const payload = constructPresencePayload(request);
    const headers: Record<string, string> = {};
    
    if (this.lastModifiedTimestamp) {
      headers['If-Unmodified-Since'] = this.lastModifiedTimestamp;
    }

    try {
      const response = await this.http.put(
        `/api/v2/users/${request.userId}/presence`,
        payload,
        { headers }
      );

      this.lastModifiedTimestamp = response.headers['date'];
      this.currentPresence = { state: request.state, availability: request.availability };
      this.resetExpiryTimer();
    } catch (error) {
      const err = error as AxiosError;
      if (err.response?.status === 412) {
        throw new Error('Optimistic lock conflict. Presence was modified by another client.');
      }
      throw err;
    }
  }

  private resetExpiryTimer(): void {
    if (this.expiryTimer) clearTimeout(this.expiryTimer);
    this.expiryTimer = setTimeout(async () => {
      if (this.currentPresence?.userId) {
        await this.updatePresence({
          userId: this.currentPresence.userId,
          state: 'offline',
          availability: 'offline',
          reason: 'Automatic expiry reset'
        });
      }
    }, this.expiryDurationMs);
  }
}

Step 3: Webhook Synchronization and Presence History Reports

External scheduling systems require real-time presence synchronization. We dispatch a webhook payload immediately after a successful update. For workforce analytics, we query the presence history endpoint with pagination and date boundaries.

interface WebhookPayload {
  userId: string;
  previousState: PresenceState | null;
  newState: PresenceState;
  timestamp: string;
  syncId: string;
}

interface HistoryQuery {
  userId: string;
  startDate: string;
  endDate: string;
  pageSize: number;
}

class PresenceSyncService {
  private http: AxiosInstance;
  private readonly webhookUrl: string;

  constructor(http: AxiosInstance, webhookUrl: string) {
    this.http = http;
    this.webhookUrl = webhookUrl;
  }

  async dispatchWebhook(payload: WebhookPayload): Promise<void> {
    try {
      await axios.post(this.webhookUrl, payload, {
        headers: { 'Content-Type': 'application/json' },
        timeout: 5000,
      });
    } catch (error) {
      console.warn('Webhook delivery failed:', (error as AxiosError).message);
    }
  }

  async fetchPresenceHistory(query: HistoryQuery): Promise<any[]> {
    const params = new URLSearchParams({
      'startDate': query.startDate,
      'endDate': query.endDate,
      'pageSize': String(query.pageSize),
      'pageNumber': '1',
    });

    const allRecords: any[] = [];
    let pageNumber = 1;
    let hasMore = true;

    while (hasMore) {
      params.set('pageNumber', String(pageNumber));
      const response = await this.http.get(`/api/v2/users/${query.userId}/presence/history`, { params });
      
      allRecords.push(...(response.data.entities || []));
      hasMore = pageNumber < (response.data.pageCount || 1);
      pageNumber++;
    }

    return allRecords;
  }
}

Step 4: Presence Simulation and Desktop Integration API

Testing presence logic without hitting production requires a mock interceptor. We expose an Express API that desktop clients call to trigger presence changes, validate rules, and retrieve analytics.

import express from 'express';
import { v4 as uuidv4 } from 'uuid';

class PresenceSimulation {
  private mockState: PresenceState = 'offline';
  private mockAvailability: PresenceAvailability = 'offline';
  private http: AxiosInstance;

  constructor(http: AxiosInstance) {
    this.http = http;
  }

  enableMocking(): void {
    this.http.interceptors.request.use((config) => {
      if (config.url?.includes('/presence')) {
        config.adapter = (requestConfig) => {
          return new Promise((resolve) => {
            this.mockState = (requestConfig.data as any).presenceState || this.mockState;
            this.mockAvailability = (requestConfig.data as any).presenceAvailability || this.mockAvailability;
            resolve({
              status: 200,
              statusText: 'OK',
              headers: { 'date': new Date().toISOString(), 'content-type': 'application/json' },
              data: { id: 'mock-user', state: this.mockState, availability: this.mockAvailability },
              config: requestConfig,
              request: {},
            });
          });
        };
      }
      return config;
    });
  }
}

function createDesktopAPI(presenceManager: PresenceManager, syncService: PresenceSyncService, simulation: PresenceSimulation) {
  const app = express();
  app.use(express.json());

  app.post('/api/presence/update', async (req, res) => {
    try {
      const { userId, state, availability, reason } = req.body;
      await presenceManager.updatePresence({ userId, state, availability, reason });
      res.json({ success: true });
    } catch (error) {
      res.status(400).json({ error: (error as Error).message });
    }
  });

  app.get('/api/presence/history', async (req, res) => {
    try {
      const { userId, startDate, endDate, pageSize } = req.query;
      const history = await syncService.fetchPresenceHistory({
        userId: String(userId),
        startDate: String(startDate),
        endDate: String(endDate),
        pageSize: Number(pageSize) || 50,
      });
      res.json(history);
    } catch (error) {
      res.status(500).json({ error: (error as Error).message });
    }
  });

  app.post('/api/test/enable-mock', (_req, res) => {
    simulation.enableMocking();
    res.json({ mocking: true });
  });

  return app;
}

Complete Working Example

The following script initializes the authentication manager, configures retry logic for rate limits, wires the presence manager, sync service, and simulation layer, and starts the desktop integration server.

import axios, { AxiosError } from 'axios';

// Retry interceptor for 429 Too Many Requests
function setupRetryInterceptor(client: AxiosInstance): void {
  client.interceptors.response.use(
    (response) => response,
    async (error: AxiosError) => {
      const config = error.config!;
      if (error.response?.status === 429 && config) {
        const retryAfter = error.response.headers['retry-after'] 
          ? parseInt(error.response.headers['retry-after'] as string, 10) * 1000 
          : 2000;
        await new Promise(resolve => setTimeout(resolve, retryAfter));
        return client.request(config);
      }
      return Promise.reject(error);
    }
  );
}

async function main() {
  const ORG_HOST = process.env.GENESYS_ORG_HOST || 'myorg.mypurecloud.com';
  const CLIENT_ID = process.env.GENESYS_CLIENT_ID || '';
  const CLIENT_SECRET = process.env.GENESYS_CLIENT_SECRET || '';
  const WEBHOOK_URL = process.env.EXTERNAL_WEBHOOK_URL || 'https://example.com/webhook/presence';
  const PORT = process.env.PORT || 3000;

  const auth = new AuthManager(ORG_HOST, CLIENT_ID, CLIENT_SECRET);
  const http = auth.getHttpClient();
  setupRetryInterceptor(http);

  const presenceManager = new PresenceManager(http, 45);
  const syncService = new PresenceSyncService(http, WEBHOOK_URL);
  const simulation = new PresenceSimulation(http);

  const app = createDesktopAPI(presenceManager, syncService, simulation);

  app.listen(PORT, () => {
    console.log(`Desktop Presence API listening on port ${PORT}`);
  });
}

main().catch(console.error);

Common Errors & Debugging

Error: 401 Unauthorized

• Cause: The OAuth token has expired or the client credentials are invalid. The AuthManager expires the token 5 seconds before actual expiration to prevent mid-request failures.
• Fix: Verify GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET environment variables. Ensure the OAuth client has the presence:write and presence:read scopes granted in the Genesys Cloud admin console.
• Code Fix: The getToken() method automatically re-fetches when Date.now() >= this.expiryTime. If failures persist, log the raw /oauth/token response payload to verify scope allocation.

Error: 412 Precondition Failed

• Cause: Optimistic locking conflict. Another process updated the presence state after the If-Unmodified-Since timestamp was recorded.
• Fix: Implement a retry queue that fetches the latest presence state, recalculates the transition, and resubmits with the new timestamp.
• Code Fix: Catch status 412 in updatePresence, log the conflict, and trigger a client-side refresh cycle before retrying.

Error: 429 Too Many Requests

• Cause: Exceeding Genesys Cloud rate limits (typically 100 requests per second per tenant for presence endpoints).
• Fix: The provided setupRetryInterceptor captures the Retry-After header and delays the next request. For bulk operations, implement a token bucket or leaky bucket rate limiter before dispatching requests.
• Code Fix: The interceptor automatically retries once. If the second attempt fails, the error propagates to the caller for manual backoff.

Error: 403 Forbidden

• Cause: The OAuth client lacks the required scope or the authenticated user does not have permission to update the target agent presence.
• Fix: Verify the OAuth client scope includes presence:write. If using impersonation, ensure the calling user has user:write or appropriate routing group permissions.
• Code Fix: Log the exact scope string returned by /oauth/token. Compare it against the required scopes. Adjust the OAuth client configuration in Genesys Cloud.

Official References

• Update User Presence API
• Get User Presence History API
• OAuth 2.0 Authentication
• Genesys Cloud TypeScript/Node.js SDK
• Rate Limiting and Retry Guidelines