ā02-01-2018 04:37 AM
Hello all
I have two questions on Finesse API's.
Thanks a much
Miroslav
Solved! Go to Solution.
ā02-05-2018 01:15 PM
Hi Miroslav,
A1. Finesse isn't meant to be a monitoring tool and therefore users can only view their own dialogs and supervisors can view the agent's user changes. Finesse doesn't support one user to is subscribed to ALL agents' events. For this, I suggest the CTI protocol.
A2. Yes, the XMPP events uses the same user/dialog object format and parameters: https://developer.cisco.com/docs/finesse/#dialog . It is just wrapped in an additional tag, I believe something like "<Update>".
Thanx,
Denise
ā02-05-2018 01:15 PM
Hi Miroslav,
A1. Finesse isn't meant to be a monitoring tool and therefore users can only view their own dialogs and supervisors can view the agent's user changes. Finesse doesn't support one user to is subscribed to ALL agents' events. For this, I suggest the CTI protocol.
A2. Yes, the XMPP events uses the same user/dialog object format and parameters: https://developer.cisco.com/docs/finesse/#dialog . It is just wrapped in an additional tag, I believe something like "<Update>".
Thanx,
Denise
ā02-06-2018 05:42 AM
Hi Denise
Thanks for your answers even when the A1 is not what we wanted to hear . The reason is that CTI protocol is different for UCCX and UCCE whereas Finesse API is common for both call centers.
Regards
Miroslav
ā02-06-2018 10:06 AM
Hi Miroslav,
I totally understand the issues with CTI protocol. Finesse itself uses that to communicate with both CCE and CCX and had to handle these difference internally. But unfortunately due to technical and performance limitations, Finesse is unable to handle being a monitoring application.
Thanx,
Denise
ā02-07-2018 04:33 AM
Hi Denise
Thank for explaining. Also we've met an issue in REST API Developer Guide. In the Dialog Notification chapter there is a Dialog change notification event sample:
<queueNumber>, <queueName>, <callKeyCallId> and <callKeyPrefix> tags are inside <callvariables> boundaries. Shouldn't it be outside?
Thank you
Miroslav
ā02-07-2018 10:32 AM
Hi Miroslav,
Good find. Yes, it appears that the documentation is incorrect. They should be under <mediaProperties> in the same level as DNIS, callType, dialedNumber, etc.
Example from the UCCX 11.6 sandbox:
<Update>
<data>
<dialog>
<associatedDialogUri></associatedDialogUri>
<fromAddress>6013</fromAddress>
<id>16855218</id>
<mediaProperties>
<DNIS>6001</DNIS>
<callType>AGENT_INSIDE</callType>
<dialedNumber>6000</dialedNumber>
<outboundClassification></outboundClassification>
<callvariables>
<CallVariable>
<name>callVariable1</name>
<value>6013</value>
</CallVariable>
<CallVariable>
<name>callVariable2</name>
<value>6000</value>
</CallVariable>
<CallVariable>
<name>callVariable3</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable4</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable5</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable6</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable7</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable8</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable9</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable10</name>
<value></value>
</CallVariable>
</callvariables>
<queueNumber>1</queueNumber>
<queueName>IT_Tier1</queueName>
</mediaProperties>
<mediaType>Voice</mediaType>
<participants>
<Participant>
<actions>
<action>TRANSFER_SST</action>
<action>CONSULT_CALL</action>
<action>HOLD</action>
<action>UPDATE_CALL_DATA</action>
<action>SEND_DTMF</action>
<action>START_RECORDING</action>
<action>DROP</action>
</actions>
<mediaAddress>6013</mediaAddress>
<mediaAddressType>AGENT_DEVICE</mediaAddressType>
<startTime>2018-02-07T18:28:09.330Z</startTime>
<state>ACTIVE</state>
<stateCause></stateCause>
<stateChangeTime>2018-02-07T18:28:20.391Z</stateChangeTime>
</Participant>
<Participant>
<actions>
<action>TRANSFER_SST</action>
<action>CONSULT_CALL</action>
<action>HOLD</action>
<action>UPDATE_CALL_DATA</action>
<action>SEND_DTMF</action>
<action>START_RECORDING</action>
<action>DROP</action>
</actions>
<mediaAddress>6001</mediaAddress>
<mediaAddressType>AGENT_DEVICE</mediaAddressType>
<startTime>2018-02-07T18:28:20.391Z</startTime>
<state>ACTIVE</state>
<stateCause></stateCause>
<stateChangeTime>2018-02-07T18:28:20.391Z</stateChangeTime>
</Participant>
<Participant>
<actions></actions>
<mediaAddress>8006001</mediaAddress>
<mediaAddressType></mediaAddressType>
<startTime>2018-02-07T18:28:09.330Z</startTime>
<state>DROPPED</state>
<stateCause>OTHER</stateCause>
<stateChangeTime>2018-02-07T18:28:20.402Z</stateChangeTime>
</Participant>
</participants>
<state>ACTIVE</state>
<toAddress>6000</toAddress>
<uri>/finesse/api/Dialog/16855218</uri>
</dialog>
</data>
<event>PUT</event>
<requestId></requestId>
<source>/finesse/api/Dialog/16855218</source>
</Update>
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide