Hello, We want to do the following:- When an call arrives open an HTTP url; Content type: application/JSONurl: https://example/user/callidbody:{"phoneNumber": "${fromAddress}"} the API will send an response.Can we display the response in Finesse with...
Forum Posts
Hi,I am developing agent monitoring software with SIPREC, I have some questions about the SDP message. I receive the first INVITE message with Content-Type: multipart/mixed;boundary=uniqueBoundary then I respond with Content-Type: application/sdp and...
Resolved! not able to sign out from Finnese 12.5
In our UCCE 12.5 deployment, when we are trying to sign out from finnese 12.5, getting this error "Your attempt to sign out failed. the system may continue route calls to your device. Please contact the administrator". I have rebooted the finnese ser...
Hi all, Are there any additions to Cisco Finesse that allow users to manually enter information about the call taken (e.g. customer name, information about the type of call etc. )? New user, hoping to get a more streamlined service as well as recor...
We have an IVR that has working and non-working hours, in non-working hours, the incoming call must be redirected to a mobile phone, this mobile number must be changed every day. the administrator can change it by accessing the UCCX web and changing ...
Hello Everyone, I'm using the Cisco Finesse - External REST API Sample Gadget to send credentials from Finesse to a URL in a GET request every time an agent answers a call. I am a little stuck in step 4, where the Gagdet's documentation specifies how...
Resolved! ScreenPop Gadget - Call variables
Good Evening, I am new to Finesse, and I have a question about screen pop gadgets and their functionality. In particular when it comes to the "Callvariable" in the ScreenPop.js file as below: html += '<iframe src="https://www.dogpile.com/info.dogpl/s...
Hello DevNet Experts,We are running Finesse 11.6 version and I have CRM Siebel/C360 integrated inside Finesse as an iFRAME. SO, when agent logs into Finesse, we also make the agent login into Siebel C360 which gets launched inside Finesse as an iFRAM...
Would the Expected Wait Time calculation in the Get Reporting Statistic be affected by stuck calls in queue? If I call the step, “Get Reporting Statistic” step for the “Expected Wait Time” AND there is a stuck contact will the wait time of stuck co...
Resolved! CUIC Migrating Supervisors Domain
Hi,After a fair bit of effort, I have successfully migrated a (UCCE) CUIC 9.1 to CUIC 11.This upgrade also included a change to CUIC Server of its server IP address, hostname and domain.It also included a change of the Supervisors Users Domain (Chang...
Hi, is there a way to get a ring/tone/sound when a new call is presented in Cisco Finesse? Looking at the pic I attach, when one of the entry of the column "Calls Waiting" changes from 0 to 1 (or 1 to 2 etc..) we need to hear a sound/alert (like a br...
Resolved! Change LOGOUT Reason Code
We've got a use case where supervisors are using the LOGOUT reason code for simple workforce tracking (Break/Sick/Vacation/etc) and need to be able to correct the code if it's not chosen correctly by the agent. It looks like LOGOUT->LOGOUT is an inv...
Any idea on how to pass AgentID to 3rd party system in PostCallSurvey. After multiple testing and TAC cases we learned Cisco is still working on enhancements to pass any updated call variables in PCS. Initial plan was to use callvariables update Agen...
Hello, Cisco TAC advised I reach out to this community for a better understanding on what I am being asked to perform and how to properly make it happen. Please see the below request I have received and advise if the capabilities are there. I welcome...
I am looking to implement whisper coaching in our environment. I am completely new to TAPI development, and I'm looking for some documentation that can point me in the right direction to start developing and implementing an interface. Alternatively, ...
