Cisco finesse API Queue Empty Values

[Viktor Yesypenko]

Hi!

We have UCCE 12.6.2

And all values in /finesse/api/Queue/id equals "-1" when there are not any agents logged in this skill-group.

When there are somebody one (even in "not ready") - all's fine.

Does anybody knows if it's normally behaviour? And, if yes, could we change it?

We should to get: callsInQueue for this queue in real time and I couldn't find another way. In real-time tables data is with delay.

Best regards,

Viktor

[david.macias]

I would open a TAC case as this feels more like a bug.

david

[Viktor Yesypenko]

Yes, I've did it already

But in process

[bill.king1]

If you do something like an RTTEST or query it from the AWDB do they all show 0? In other words, is it "just" the Finesse API that is showing as -1?

[Viktor Yesypenko]

Hello

I don't know how to check with rttest fo some queue. I always got:

rttest: dump_queue /group 7466
No calls queued to 5000.PQ.5101 (7466)

But in real-time tables of awdb and in live-data there are correct data: 0 or greater.

Only in cisco finesse's API statistics there are all "-1" and only in case if there aren't ane logged in agents

[bill.king1]

You just use rttest for the expression of that value.
I tried it on my system and it showed as 0 as well, but if you try it on yours, you can at least narrow it down to if it is only the Finesse API.
Here's a link with some examples, but you could add the PQ and number of agents LoggedIn for instance. 
https://community.cisco.com/t5/contact-center/expression-testing-in-rttest/td-p/384634 

[Viktor Yesypenko]

Yes, rttest display statistic correctly

[nasinha]

hi Viktor,

Can you try the Queues get list for the users api as mentioned in the below link

https://developer.cisco.com/docs/finesse/queue%e2%80%94get-list-of-queues-for-user/#queueget-list-of-queues-for-user

Do let us know if you are seeing the same issue there also? 

[Viktor Yesypenko]

Hello!

It's empty when agent isn't logged in:

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>

<Queues/>

Contains "-1" in statistics for queues immediately after log in:

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>

<Queues>

    <Queue>

        <name>CC_Fake1_PQ</name>

        <statistics>

            <agentsNotReady>-1</agentsNotReady>

            <agentsReady>-1</agentsReady>

            <agentsTalkingInbound>-1</agentsTalkingInbound>

            <agentsTalkingInternal>-1</agentsTalkingInternal>

            <agentsTalkingOutbound>-1</agentsTalkingOutbound>

            <agentsWrapUpNotReady>-1</agentsWrapUpNotReady>

            <agentsWrapUpReady>-1</agentsWrapUpReady>

            <callsInQueue>-1</callsInQueue>

            <startTimeOfLongestCallInQueue></startTimeOfLongestCallInQueue>

            <agentsLoggedOn>-1</agentsLoggedOn>

            <agentsBusyOther>-1</agentsBusyOther>

        </statistics>

        <uri>/finesse/api/Queue/10138613</uri>

    </Queue>

</Queues>

And correct statistics in a 1-2 seconds after log in:

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>

<Queues>

    <Queue>

        <name>CC_Fake1_PQ</name>

        <statistics>

            <agentsNotReady>-1</agentsNotReady>

            <agentsReady>-1</agentsReady>

            <agentsTalkingInbound>-1</agentsTalkingInbound>

            <agentsTalkingInternal>-1</agentsTalkingInternal>

            <agentsTalkingOutbound>-1</agentsTalkingOutbound>

            <agentsWrapUpNotReady>-1</agentsWrapUpNotReady>

            <agentsWrapUpReady>-1</agentsWrapUpReady>

            <callsInQueue>-1</callsInQueue>

            <startTimeOfLongestCallInQueue></startTimeOfLongestCallInQueue>

            <agentsLoggedOn>-1</agentsLoggedOn>

            <agentsBusyOther>-1</agentsBusyOther>

        </statistics>

        <uri>/finesse/api/Queue/10138613</uri>

    </Queue>

</Queues>

[nasinha · Accepted solution]

hi Viktor,

Just trying to understand the issue better, here are my follow up questions:-

1. As per the documentation https://developer.cisco.com/docs/finesse/queue%e2%80%94get-queue/#queueget-queue it says 

"If you use this API to get a queue that is not assigned to any users, the response contains a value of -1 for numeric statistics and is empty for string statistics." 

So the query I have, is this not what you are seeing in your response? if yes, then is your request is to change this behaviour of not showing -1?

2. Or is it that irrespective of the users logged in or not you are always seeing the statistics as -1 for all the parameters for both Queue and Queues get api?

[Viktor Yesypenko]

Hi Nashina,

Yes, you are right. It's documented behaviour. I've missed this notification in docs

Thanks

[thomas-buchholz]

Hi @Viktor Yesypenko @nasinha ,

same issue here with UCCX 12.5.1 SU3, 

/finesse/api/Queue/<id> shows me all values with -1 , but there are 4 agents logged in and active in that queue. (check with CUIC from Finesse)

Any advice how to get the queue status via API to build own external Display ?

<Queue>
<name>Hotline</name>
<statistics>
<agentsNotReady>-1</agentsNotReady>
<agentsReady>-1</agentsReady>
<agentsTalkingInbound>-1</agentsTalkingInbound>
<agentsTalkingInternal>-1</agentsTalkingInternal>
<agentsTalkingOutbound>-1</agentsTalkingOutbound>
<agentsWrapUpNotReady>-1</agentsWrapUpNotReady>
<agentsWrapUpReady>-1</agentsWrapUpReady>
<callsInQueue>-1</callsInQueue>
<startTimeOfLongestCallInQueue/>
<agentsLoggedOn>-1</agentsLoggedOn>
<agentsBusyOther>-1</agentsBusyOther>
</statistics>
<uri>/finesse/api/Queue/214424</uri>
</Queue>

Thanks,

Thomas

[Viktor Yesypenko]

Hi @thomas-buchholz 

According to guide https://developer.cisco.com/docs/finesse/queue%e2%80%94get-queue/#queueget-queue

This API is only supported for a stand-alone Finesse deployment with Unified CCE and not applicable for coresident Finesse deployment with Unified CCX.

Possible "Get Reporting Statistic Step" in UCCX script will be acceptable for you. Please check:

https://developer.cisco.com/docs/contact-center-express/get-reporting-statistic-step/#get-reporting-statistic-step

You could use it directly in call routing or try to call it as API with UCCX's http trigger: https://developer.cisco.com/docs/contact-center-express/creating-the-http-trigger/#creating-the-http-trigger