Call Data Update behaviour on finesse versus ctios

[mark.rennie1]

Hi,

If an agent is on a call and the call data is updated by another agent then the CTI server will issue a CALL_DATA_ UPDATE_EVENT to everyone involved in that call.  Previously in CTIOS we would have have captured this event when it arrived at our agent and we would then notifiy our 3rd party desktop the call data had been updated.  Our application was then capable of going and getting the updated call data from CTIOS if it needed too.

In Finesse things seem to work slightly differently - all the call data is sent on every Dialog notification that comes back.  In the above scenario the agent appears to simply receive a new Dialog notification object with the updated call variables but the same state, participant states etc in relation to the call.  This makes it difficult to identify the cause of receiving the Dialog notification to be due to the call data being updated.  Is this intended? 

There looks like no easy way (a flag, or similar) on the Dialog notification to indicate that it is simply the call data that has been updated. Only option would be if we added logic on our side to continually check the call variables on each Dialog to determine if they have changed.  We could also try and update the call data on every dialog notification but that would be costly and wasteful if nothing has changed (which it hasn't in most cases).

Just wondered if anyone else has encountered this or has an understanding of this.  How does the Finesse desktop deal with this scenario?

Thanks,
Mark

[dekwan · Accepted solution]

Hi Mark,

Finesse's notification is designed to always show the current state of the object (User, Dialog, etc). So, like you said, when the call data changes, Finesse will publish a new Dialog object with the updated call variables but same state, participant state, etc.

You are correct to say the only way to know that the call variables were the only change would be to add a logic to compare the previous object with the new object. If I remember correctly, the Finesse desktop just displays everything in the object, since there aren't any changes in state, participants, etc, it doesn't appear to change since values are the same.

Thanx,

Denise