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Beginner

Finesse api queue information ?

Hi,

Not sure if this is the right forum to ask.

In 2017 we will migratie to UCCX 11.5 and we need to update some of our other software to include information that is pulled out of our CC-platform. (curently Mitel Solidus Ecare 7.01)

Reading the Finesse API docs I found the Queu API which can deliver the following information:

• callsInQueue*

• startTimeOfLongestCallInQueue*

• agentsReady*

• agentsNotReady*

• agentsTalkingInbound*

• agentsTalkingOutbound*

• agentsTalkingInternal*

• agentsWrapUpNotReady

• agentsWrapUpReady

The information with a * is exactly what i need, unfortunatly I also read that the Queue API is not supported in UCCX.

I wonder if there is any other way to get that data real life out of the uccx database and if so how would I aproach that resolution?

1 ACCEPTED SOLUTION

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Cisco Employee

Hi Rene,

Yes, this is the correct forum to ask your question.

You are correct that the Queue API only works for UCCE and not UCCX. For UCCX, you will need to use the live data from CUIC/reporting. Unfortunately, this is not a REST API and would be database queries.

You can post questions related to CUIC and live data to the reporting forum: Reporting

Thanx,

Denise

View solution in original post

8 REPLIES 8
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Cisco Employee

Hi Rene,

Yes, this is the correct forum to ask your question.

You are correct that the Queue API only works for UCCE and not UCCX. For UCCX, you will need to use the live data from CUIC/reporting. Unfortunately, this is not a REST API and would be database queries.

You can post questions related to CUIC and live data to the reporting forum: Reporting

Thanx,

Denise

View solution in original post

Highlighted
Contributor

Hi Rene.

Or you can use the realtime API from UCCX, that returns the data i JSON / XML

Here is the Schema (XML)

http://<UCCX IP ADRESSE>:9080/realtime/schema

For CSQ stats use this (JSON)

http://<UCCX IP ADRESSE>:9080/realtime/VoiceIAQStats

This is showing the data you need.

Best regards

Thomas

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Hi Denise and Thomas,

Thanks for the reply's.

I never found information on the realtime API in the documentation but its gives loads of information.

The only thing I mis is the number of outbound calls.

Ill keep looking.

Regards

René

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Hey Rene.

There is always a problem with showing the outbound calls.

For manual outbound calls, the agent is going into a NotReadyState. These calls count can you se in the DB (this is not realtime)

For outbound campaign calls these are available in the realtime API.

You can make a gadget to Finesse that triggers an event with every outbound call, so you can show these in realtime.

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Hi Thomas,

Thanks, i have some pointers for our devs now.

We are an internal servicedesk so we dont do campaigns but we do a lot of outbound mixed in with handling the inbound calls.

Regards,

René

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Hello Rene,

I have added you to the Spark Developer Room which can also guide you to some questions you run into.

Regards,

Marco

Marco Hirschmann

Consulting System Engineer

Mhirschm@cisco.com<mailto:Mhirschm@cisco.com>

Phone:31 20 357 3619<tel:31203573619>

Mobile: 31 6 1173 6890<tel:31611736890>

Do you want to start a meeting in my Personal Room?

Enter Room<http://cs.co/Marco>

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Hey Marco.

Is the Spark room for finesse Development ?

can I be added?

Best regards

Thomas

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Hello Thomas,

Basically, all development and if not there are a lot of people who are able to guide you to the correct resources.

this is the page, enter the Spark email address to add: https://developer.cisco.com/site/spark-chat/

Regards,

Marco