Using Voice SDK to handle calls on RSI

NICE CXone API & Integrations
1

Hey,

Just wondering what I need to do to take control of a call that arrives on an RSI to take control before it default routes.

I’ve tested a few things:

  • requesttreatment to call when eventrequestroute appears, i get invalid connection id
  • requestroute to call when eventrequestroute appears, i get request already applied
  • requestattachuserdata to call when eventreuqestroute appears, i get invalid connection id

What do I need to do to take control of the call?

Thanks

2

The issue is URS (event with no strategy loaded) takes control after the eventrouterequest event.

To get around this we setup a strategy that waits (stopping URS from doing anything) and then the SDK can take control of the call.

Is there a way to turn off URS for a RSI or is the above solution the only way it can be done?

Thanks

3

It’s possible - you have to just set on RP in Genesys Configuration that URS should ignore all routing events. It’s done in Annex tab in ROUTER section option unloaded_cdn=ignore.

Regards
jbobinsk

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