Recovering Existing State
Often with voice interactions there is an existing state prior to the client application starting. This could be caused by a failover/recovery scenario or because the agent logged in and started using a physical device prior to opening the application.
The Web Services API provides several means for client applications to discover existing state. For voice applications, the key state to be examined are the state of any devices assigned for the current user and any active calls.
These details can either be queried independently or in one request as shown in the examples below. Once any existing device and call state has been recovered, the application is able to update their UI appropriately and move forward with processing of new unsolicited messages and agent initiated actions.
Examples[+] Reading existing device state
[+] Reading active calls
[+] Reading device state and active calls together