Get routing status

`GET /telephony/getRouting`

Returns the routing status of a specific ticket in the routing queue.

Query parameters

ticketIdintegerqueryrequired

ID of the ticket to get routing status for

cleanStatebooleanquery

When true, resets routing state for all user-type agents before evaluating the ticket

forceReEvaluationbooleanquery

If set, force re-evaluation of the routing status

testQueueStatusResponseenumquery

Testing helper that forces the endpoint to return the provided queue status without executing routing logic. When set to declined, a random decline reason is included.

Responses

200 — Successful operation

Response Example

{
  "id": 789,
  "ticketId": 12345,
  "status": "waitingForAgent",
  "declineReasonCode": null,
  "declineReasonMessage": null,
  "declineReasonDebugInfos": null,
  "primaryTagId": 46,
  "channel": "phone",
  "subchannelId": null,
  "assignedUserId": null,
  "assignedUserRawData": null,
  "createdAt": "2025-04-08 19:38:03",
  "routedAt": null,
  "completedAt": null,
  "updatedAt": "2025-04-08 19:38:11",
  "positionDetails": {
    "position": 0,
    "agentsOnlineWithMatchingSkills": [
      20
    ],
    "estimatedWaitingTimeInSeconds": 60
  }
}

400 — Invalid input - missing required parameters

403 — Unauthorized

404 — Queue entry not found

500 — Internal error