CAD to Finesse migration

[harris.h]

As part of our migration plan from CAD to finesse we are trying to replicate a call end action.

In CAD, when a call ends we pass the CALL_START_TIME and CALL_END_TIME  as per the screen shot FIGURE A attached, the problem we have, there is no option or equivalent parameters for these fields within Finesse as per FIGURE B.

We pass these parameters into a database along with Agent defined parameters, which we can then report on - see FIGURE C

Is there a way we can pass these options from Finesse so as not to break our reporting, or another way to achieve this.

Thanks

[Jonathan Schulenberg]

Unfortunately, Finesse workflow actions are a subset of what CAD supported, even for things a browser is capable of (ie HTTP GET, not IPC).

Two options that I can think of:
1. Write your own Finesse gadget that gets this information and posts it. https://developer.cisco.com/site/finesse/
2. Pull this information asynchronously from CCX. There are two ways to get it but one isn’t officially supported:
2a. Connect to db_cra over ODBC and query the data. The ODBC connection is only supposed to be used for designing custom reports for use in CUIC though so technically any issues that arise from this aren’t suppported. CUIC has a built-in rate limiter to prevent starving the other processes of I/O; connecting direct over ODBC bypasses this.
2b. Use an XML permalink of a CUIC report to get the information in an easily parseable format.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_1106/user/guide/cuic_b_cisco-unified-intelligence-center-user/cuic_b_cisco-unified-intelligence-center-user_chapter_0110.html