Chat Dialog Events to Finesse Server

[Mahendra M]

Hi Everybody,

We are implementing chat solution through UCCE-9.0 with WIM and Finesse Agent Desktop.

The issue we are facing is that, when the chat contact is getting delivered to the WIM chat page Finesse notification server is not relaying any CTI events to its listeners. Also when the chat dialog is active, the REST API calls (through HTTP) to Finesse server is not giving any chat contact information for the user (using - "Get List of Dialogs Associated With User").

Please clarify if CTI events and dialogs of chat contacts are availble at Finesse end?

[dlender]

Chat contacts are not available via the Finesse API.

[Mahendra M]

Hi Dlender,

Thanks for your reply.

How about the CTI related events of the user?

I feel a new incoming dialog (any media type - voice/email/chat) of the user should be notified to the Finesse Server. Also would like to mention that in the Finesse web services API document, the possible "mediatype" property of an incoming dialog is referring to 3 types of media - voice, email & chat.

I would be glad to listen to your suggestion.