Cisco Finesse API Throttle Limit and Connected Call Details

[RishikulSaxena18768]

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

[Marek (gaman-gt.com)]

@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)?

[RishikulSaxena18768]

The app must obtain the connected party information on a per agent basis

[Marek (gaman-gt.com)]

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:

• specific agent credentials - API pulls the data for a particular agent - as a Basic Authentication
• dialog id - this might be a challenge as in the doc you will not see the API for the list of dialogs

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.

[bill.king1]

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

[RishikulSaxena18768]

Thank you