01-31-2024 04:19 AM
Hi Experts,
I want to build an app which shows connected agent details. So I have two questions -
1. Is there a limit on Cisco Finesse API calls ?
2. Can Cisco Finesse show connected party details, such as phone number of the connected person ?
Thanks,
Rishi
01-31-2024 08:30 AM
@RishikulSaxena18768 - do you want to present this info only for specific agent or this app should show all the connections in entire CC (if so how many concurent calls you have in CC)?
02-01-2024 12:33 AM
The app must obtain the connected party information on a per agent basis
02-04-2024 12:52 AM
If this is for a single agent then you might look at Get Dialog API - link . To get the details you will need to provide to values:
In the JavaScript world there is a method that is used to get the dialog objects - like in the code snippet below:
var _dialogs = _user.getDialogs({ includeNonVoice: true } _dialogs.addHandler('load', function() { dialog }) dialogCollection = _dialogs.getCollection(); for (dialog in dialogCollection) { if (dialogCollection.hasOwnProperty(dialog)) { var _dialog = dialogCollection[dialog]; _dialog.addHandler(‘change’, function() { // TODO: on change of dialog do some thing })); } }
Probably you can get the id's by calling GET on the link: https://<FQDN>/finesse/api/Dialog but I'm not sure if this will work.
If your app would like to present this for multiple agents then I would look at CTI Server Protocol (GED-188) - link .It is more flexible and more efficient that Finesse REST API but it is harder to implement it.
01-31-2024 08:49 AM
Here's a post where someone else asked about the rate limit and it looks like there isn't one? Hope this helps.
https://community.cisco.com/t5/contact-center/finesse-web-api-limit/td-p/3433175
02-01-2024 12:32 AM
Thank you
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