topic Re: IS IT POSSIBLE TO DECLINE AN INCOMING CALL USING FINESSE DIALOG AP in Contact Center

IS IT POSSIBLE TO DECLINE AN INCOMING CALL USING FINESSE DIALOG APIs ?

AgshinA — Wed, 26 Jul 2023 10:12:57 GMT

Hi everybody,

There is not decline option in Cisco Finesse Dialog API Documentation(Take Action on Participant section : https://developer.cisco.com/docs/finesse/#!dialog%e2%80%94take-action-on-participant/dialogtake-action-on-participant). How can I handle decling incoming calls using API?

Thanks in advance!

Re: IS IT POSSIBLE TO DECLINE AN INCOMING CALL USING FINESSE DIALOG AP

Gerry O'Rourke — Wed, 26 Jul 2023 11:53:18 GMT

Agents are by design not allowed to reject incoming calls / tasks - so I think its unlikely that the API has this ability.
Move the agent into Not Ready if you don't want to receive incoming calls / tasks.

Re: IS IT POSSIBLE TO DECLINE AN INCOMING CALL USING FINESSE DIALOG AP

AgshinA — Wed, 26 Jul 2023 12:05:35 GMT

Does jtapi provide a method to decline incoming call ?

Re: IS IT POSSIBLE TO DECLINE AN INCOMING CALL USING FINESSE DIALOG AP

AgshinA — Wed, 26 Jul 2023 12:05:22 GMT

Thanks Garry! What about jtapi ? Does jtapi provide a method to decline incoming call ?

Re: IS IT POSSIBLE TO DECLINE AN INCOMING CALL USING FINESSE DIALOG AP

jozefnad — Tue, 01 Aug 2023 14:40:36 GMT

You can make just allowable actions on participant. You can see it in dialog api which action is allowable. So if there is incoming call, the agent is allowed just to ANSWER the call as you can see below
ex.

<Participant> <actions> <action>ANSWER</action> </actions> <mediaAddress>123456</mediaAddress> <mediaAddressType>AGENT_DEVICE</mediaAddressType> <startTime>2023-08-01T14:37:39.411Z</startTime> <state>ALERTING</state> <stateCause/> <stateChangeTime>2023-08-01T14:37:39.411Z</stateChangeTime> </Participant>

Re: IS IT POSSIBLE TO DECLINE AN INCOMING CALL USING FINESSE DIALOG AP

royp1 — Mon, 11 Sep 2023 17:35:56 GMT

I believe jtapi has / should have a method to reject/decline an incoming call - some SIP phones show a button to do that as well. Not sure what happens to the declined call though

Re: IS IT POSSIBLE TO DECLINE AN INCOMING CALL USING FINESSE DIALOG AP

royp1 — Thu, 26 Oct 2023 20:30:13 GMT

found a way that works (for reasons David explained) - see my other question on this topic (below):

where i mentioned ".....I am inclined to use the sendData to execute CiscoIPPhone with the payload for Decline soft key over JTAPI connection"

https://community.cisco.com/t5/call-control/is-there-a-way-to-decline-an-incoming-call-using-jtapi/m-p/4927990#M3474

Re: IS IT POSSIBLE TO DECLINE AN INCOMING CALL USING FINESSE DIALOG AP

royp1 — Thu, 26 Oct 2023 20:32:25 GMT

I found out the call goes to voice mail if VM is setup - otherwise the caller gets a busy or NU tone.