10-10-2016 05:32 AM
Hi folks,
Am having 1 requirement as below.
I have UCCE 11 lab running with SIP Dialer. Dialer Import rule consists of 4 columns out of which 1 is Custom made named "LeadID" which always remains unique. Now I want to display LeadID on Finesse Agent Desktop. How shall I do this?
I followed Cisco Document saying to create Custom ECC Variable on Finesse Administration. Create same variable in ICM under ECC Variable List. Defined PV1 call.ecc.LeadID but no result.
Your help would be appreciated.
regards,
Ritesh Desai.
Solved! Go to Solution.
10-12-2016 04:27 AM
Dear Denise K,
I got an answer what I was looking for. This is not digestable, unhow have to follow this. As per Cisco Outbound Option Guide, it says "Outbound Option does not send data from Custom columns to the agent desktop. They are available for use only in the query rule select clause for business-specific filtering into different dialing lists."
thanks & regards,
Ritesh Desai.
10-10-2016 11:58 AM
Hi Ritesh,
When you said you followed documentation, were you referring to this: Cisco Finesse Administration Guide Release 11.5(1) - Manage Call Variables Layouts [Cisco Finesse] - Cisco
Since you had your ECC variable called LeadID, I would assume it would be user.LeadID (where user. is already automatically prefixed). The best way to see what is the name to use is to make a call where the ECC variable should be displayed, click the Send Error Report link and retrieve the client logs for that session. In the client logs, you will see the dialog notification which lists the different call variables and ecc variables. The name needs to be exactly the same.
I hope this helps.
Thanx,
Denise
10-10-2016 07:51 PM
Denise K,
Appreciate your answer to my post. Its not user.LeadID, its "user.ecc.myvariable" where myvariable is LeadID as per Cisco documentation. I will try tommorow using user.LeadID. this is user variable and need to create in User Variable not in ECC, right?
Can you tell me, can we pull a column data from contacts lead which is uploaded to cisco database.
Eg: there are 4 columns LeadID(custom, varchar), FirstName, LastName, Phone1, Account Number. Data is entered in .txt file and mapped to Import Query. Cisco uploads into database and dials as per config done.
Test1:
My config goes like this;
On Finesse admin/ default template, LeadID = user.ecc.LeadID.
On ICM --> ECC --> user.ecc.LeadID --> Enabled --> Persistent (to write in Logger DB).
In ICM Scripting, Set Variable (call.Peripherable variable1) Value = (call.user.ecc.LeadID)
Value shows NULL. No value displayed.
Test2:
On Finesse admin/ default template, LeadID = call variable 1.
On ICM --> ECC --> user.ecc.LeadID --> Enabled --> Persistent (to write in Logger DB).
In ICM Scripting, Set Variable (call.Peripherable variable1) Value = (call.user.ecc.LeadID)
Value shows Dialing ID which is generated. This is strange!
Please suggest.
thanks & regards,
Ritesh Desai
10-10-2016 09:45 PM
Hi,
Its not user.LeadID, its "user.ecc.myvariable" where myvariable is LeadID as per Cisco documentation.
Is your ecc variable called "ecc.LeadID" or "LeadID"? For Finesse, all ecc variables have to start with "user.", which is why it is an uneditable prefix. I can't remember if UCCE automatically prefixes the "user.", if not, please add it to the name of the ECC variable. In the example in the documentation, the ECC variable is called "user.ecc.myvariable".
this is user variable and need to create in User Variable not in ECC, right?
It is a ECC variable.
Can you tell me, can we pull a column data from contacts lead which is uploaded to cisco database.
I am not sure I understand your question and I do not understand the reason why you are showing the two tests. Can you please explain more?
If you reproduce the scenario and send me the client logs, I can take a look.
Thanx,
Denise
10-11-2016 04:38 AM
Denise K,
Thanks for response.
Its an ECC variable. I got the answer.
Both tests done was R&D in my lab environment. Refer 1 sentence of both Tests.
Hope i cleared your doubt.
I'll share you the logs tomorrow.
thanks & regards,
Ritesh Desai.
10-11-2016 09:58 AM
Hi Ritesh,
I don't understand the algorithm, how finesse displays the data. Does Finesse display with the help of same ECC variable names, "user.ecc.LeadID" on finesse and "user.ecc.LeadID" on ICM. Naming mismatch will not display the data.
Finesse displays whatever value for the chosen key that is sent in the dialog event. So given this example callvaribles xml:
<callvariables>
<CallVariable>
<name>callVariable1</name>
<value>testcallvar1</value>
</CallVariable>
<CallVariable>
<name>user.Finesse_ecc2</name>
<value>A</value>
</CallVariable>
<CallVariable>
<name>user.finesse_array[0]</name>
<value>array_val_0</value>
</CallVariable>
<CallVariable>
<name>user.finesse_array[1]</name>
<value>array_val_1</value>
</CallVariable>
<CallVariable>
<name>user.finesse_array[2]</name>
<value>array_val_2</value>
</CallVariable>
<CallVariable>
<name>user.finesse_array[3]</name>
<value>array_val_3</value>
</CallVariable>
<CallVariable>
<name>user.finesse_array[4]</name>
<value>array_val_4</value>
</CallVariable>
</callvariables>
If you add a custom variable to the layout called user.Finesse_ecc2, it will display A. Like you said, if there is a naming mismatch, it will not display any data.
As far as the value of these variables, it is set via the ICM script as you are already aware. So if the ICM script doesn't set it correctly, then Finesse will not get that value.
This is why I had asked for the logs, so that we can see what is the exact name to use for LeadID
Thanx,
Denise
10-12-2016 12:34 AM
Dear Denise K,
Really appreciate for your time and support.
CONFIGURATION:
Finesse Administration Call Variables layout.
ECC Variable configuration
ICM Script
Finesse Agent Desktop: No Variable display.
FINESSE CLIENT LOGS
2016-10-12T11:59:19.999 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.358 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/9002': <Update>
<data>
<user>
<dialogs>/finesse/api/User/9002/Dialogs</dialogs>
<extension>1003</extension>
<firstName>Dharmendra</firstName>
<lastName>Bhavsar</lastName>
<loginId>9002</loginId>
<loginName>DharmendraB</loginName>
<pendingState></pendingState>
<roles>
<role>Agent</role>
<role>Supervisor</role>
</roles>
<settings>
<wrapUpOnIncoming>REQUIRED</wrapUpOnIncoming>
</settings>
<state>RESERVED_OUTBOUND</state>
<stateChangeTime>2016-10-12T06:10:14.259Z</stateChangeTime>
<teamId>5000</teamId>
<teamName>Cisco</teamName>
<teams>
<Team>
<id>5000</id>
<name>Cisco</name>
<uri>/finesse/api/Team/5000</uri>
</Team>
</teams>
<uri>/finesse/api/User/9002</uri>
</user>
</data>
<event>PUT</event>
<requestId></requestId>
<source>/finesse/api/User/9002</source>
</Update>
2016-10-12T11:59:20.004 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.363 +0530: Header : _displayUserData(): User's current state is: RESERVED_OUTBOUND
2016-10-12T11:59:20.013 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.372 +0530: Header : [WorkflowEngine] Received user event.
2016-10-12T11:59:20.013 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.372 +0530: Header : [WorkflowEngine] Converting event to xml document. Type: User Action: change Uri: /finesse/api/User/9002 Event: {"User":{"dialogs":"/finesse/api/User/9002/Dialogs","extension":"1003","firstName":"Dharmendra","lastName":"Bhavsar","loginId":"9002","loginName":"DharmendraB","pendingState":null,"roles":{"role":["Agent","Supervisor"]},"settings":{"wrapUpOnIncoming":"REQUIRED"},"state":"RESERVED_OUTBOUND","stateChangeTime":"2016-10-12T06:10:14.259Z","teamId":"5000","teamName":"Cisco","teams":{"Team":{"id":"5000","name":"Cisco","uri":"/finesse/api/Team/5000"}},"uri":"/finesse/api/User/9002"}}
2016-10-12T11:59:20.014 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.373 +0530: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/User/9002 (action: change)
2016-10-12T11:59:20.014 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.373 +0530: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.
2016-10-12T11:59:20.017 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.376 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/Team/5000/Users': <Update>
<data>
<user>
<dialogs>/finesse/api/User/9002/Dialogs</dialogs>
<extension>1003</extension>
<firstName>Dharmendra</firstName>
<lastName>Bhavsar</lastName>
<loginId>9002</loginId>
<pendingState></pendingState>
<state>RESERVED_OUTBOUND</state>
<stateChangeTime>2016-10-12T06:10:14.259Z</stateChangeTime>
<uri>/finesse/api/User/9002</uri>
</user>
</data>
<event>PUT</event>
<requestId></requestId>
<source>/finesse/api/User/9002</source>
</Update>
2016-10-12T11:59:20.035 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.394 +0530: Header : [WorkflowEngine] Starting queued event processing...
2016-10-12T11:59:20.035 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.394 +0530: Header : [WorkflowEngine] ------ Got User event from queue: Action: change URI: /finesse/api/User/9002 ------
2016-10-12T11:59:20.036 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.395 +0530: Header : [WorkflowEngine] Triggering processing of the next event in the queue.
2016-10-12T11:59:20.025 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.384 +0530: CallControl : _handleUserChange(): User state is RESERVED_OUTBOUND and mobile agent call by call is: false
2016-10-12T11:59:20.050 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.409 +0530: Header : [WorkflowEngine] ------ Event queue is empty. ------
2016-10-12T11:59:25.668 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.027 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/9002/Dialogs': <Update><data><dialogs><Dialog><associatedDialogUri></associatedDialogUri><fromAddress>9920867686</fromAddress><id>16784239</id><mediaProperties><DNIS>1003</DNIS><callType>OTHER_IN</callType><dialedNumber>1003</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value></value></CallVariable><CallVariable><name>callVariable2</name><value></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></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action></actions><mediaAddress>9920867686</mediaAddress><mediaAddressType></mediaAddressType><startTime>2016-10-12T06:10:19.981Z</startTime><state>INITIATED</state><stateCause></stateCause><stateChangeTime>2016-10-12T06:10:19.982Z</stateChangeTime></Participant><Participant><actions><action>ANSWER</action></actions><mediaAddress>1003</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2016-10-12T06:10:19.982Z</startTime><state>ALERTING</state><stateCause></stateCause><stateChangeTime>2016-10-12T06:10:19.982Z</stateChangeTime></Participant></participants><state>ALERTING</state><toAddress>1003</toAddress><uri>/finesse/api/Dialog/16784239</uri></Dialog></dialogs></data><event>POST</event><requestId></requestId><source>/finesse/api/User/9002/Dialogs</source></Update>
2016-10-12T11:59:25.676 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.035 +0530: Header : [WorkflowEngine] Received dialog collection event. Action: add
2016-10-12T11:59:25.677 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.036 +0530: Header : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: add Uri: /finesse/api/Dialog/16784239 Event: {"Dialog":{"associatedDialogUri":null,"fromAddress":"9920867686","id":"16784239","mediaProperties":{"DNIS":"1003","callType":"OTHER_IN","dialedNumber":"1003","outboundClassification":null,"callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":null},{"name":"callVariable7","value":null},{"name":"callVariable8","value":null},{"name":"callVariable9","value":null},{"name":"callVariable10","value":null}]}},"mediaType":"Voice","participants":{"Participant":[{"actions":{"action":["UPDATE_CALL_DATA","DROP"]},"mediaAddress":"9920867686","mediaAddressType":null,"startTime":"2016-10-12T06:10:19.981Z","state":"INITIATED","stateCause":null,"stateChangeTime":"2016-10-12T06:10:19.982Z"},{"actions":{"action":"ANSWER"},"mediaAddress":"1003","mediaAddressType":"AGENT_DEVICE","startTime":"2016-10-12T06:10:19.982Z","state":"ALERTING","stateCause":null,"stateChangeTime":"2016-10-12T06:10:19.982Z"}]},"state":"ALERTING","toAddress":"1003","uri":"/finesse/api/Dialog/16784239"}}
2016-10-12T11:59:25.679 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.038 +0530: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/16784239 (action: add)
2016-10-12T11:59:25.680 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.039 +0530: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.
2016-10-12T11:59:25.883 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.242 +0530: Header : [WorkflowEngine] Starting queued event processing...
2016-10-12T11:59:25.884 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.243 +0530: Header : [WorkflowEngine] ------ Got Dialog event from queue: Action: add URI: /finesse/api/Dialog/16784239 ------
2016-10-12T11:59:25.884 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.243 +0530: Header : [WorkflowEngine] Event URI (/finesse/api/Dialog/16784239) not found in evaluation cache.
2016-10-12T11:59:25.884 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.243 +0530: Header : [WorkflowEngine] Can we execute workflows for this event (uri='/finesse/api/Dialog/16784239')? ... Yes. We are not evaluating workflows for any other non-User event URI.
2016-10-12T11:59:25.885 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.244 +0530: Header : [WorkflowEngine] Triggering processing of the next event in the queue.
2016-10-12T11:59:25.688 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.047 +0530: CallControl : _processCall(): Process the dialog with id: 16784239, to extension: 1003, from extension: 9920867686, call state: ALERTING, callType: OTHER_IN
2016-10-12T11:59:25.780 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.139 +0530: CallControl : _processCall(): User's call state is: ALERTING, user's state cause is: null
2016-10-12T11:59:25.894 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.253 +0530: Header : [WorkflowEngine] ------ Event queue is empty. ------
2016-10-12T11:59:25.919 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.278 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/9002/Dialogs': <Update><data><dialog><associatedDialogUri></associatedDialogUri><fromAddress>1003</fromAddress><id>16784239</id><mediaProperties><DNIS>1003</DNIS><callType>OUTBOUND</callType><dialedNumber>9920867686</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value></value></CallVariable><CallVariable><name>callVariable2</name><value></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><CallVariable><name>BACampaign</name><value>Campaign1</value></CallVariable><CallVariable><name>BAStatus</name><value>OUTBOUND</value></CallVariable><CallVariable><name>BAResponse</name><value>CPA_Voice</value></CallVariable><CallVariable><name>BAAccountNumber</name><value>1000010102</value></CallVariable><CallVariable><name>BADialedListID</name><value>151</value></CallVariable><CallVariable><name>BATimeZone</name><value>+00330</value></CallVariable><CallVariable><name>BABuddyName</name><value>Desai,Ritesh</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action></actions><mediaAddress>9920867686</mediaAddress><mediaAddressType></mediaAddressType><startTime>2016-10-12T06:10:19.981Z</startTime><state>INITIATED</state><stateCause></stateCause><stateChangeTime>2016-10-12T06:10:19.982Z</stateChangeTime></Participant><Participant><actions><action>ANSWER</action></actions><mediaAddress>1003</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2016-10-12T06:10:19.982Z</startTime><state>ALERTING</state><stateCause></stateCause><stateChangeTime>2016-10-12T06:10:19.982Z</stateChangeTime></Participant></participants><state>ALERTING</state><toAddress>9920867686</toAddress><uri>/finesse/api/Dialog/16784239</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/16784239</source></Update>
2016-10-12T11:59:25.922 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.281 +0530: Header : [WorkflowEngine] Received dialog event.
2016-10-12T11:59:25.923 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.282 +0530: Header : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: change Uri: /finesse/api/Dialog/16784239 Event: {"Dialog":{"associatedDialogUri":null,"fromAddress":"1003","id":"16784239","mediaProperties":{"DNIS":"1003","callType":"OUTBOUND","dialedNumber":"9920867686","outboundClassification":null,"callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":null},{"name":"callVariable7","value":null},{"name":"callVariable8","value":null},{"name":"callVariable9","value":null},{"name":"callVariable10","value":null},{"name":"BACampaign","value":"Campaign1"},{"name":"BAStatus","value":"OUTBOUND"},{"name":"BAResponse","value":"CPA_Voice"},{"name":"BAAccountNumber","value":"1000010102"},{"name":"BADialedListID","value":"151"},{"name":"BATimeZone","value":"+00330"},{"name":"BABuddyName","value":"Desai,Ritesh"}]}},"mediaType":"Voice","participants":{"Participant":[{"actions":{"action":["UPDATE_CALL_DATA","DROP"]},"mediaAddress":"9920867686","mediaAddressType":null,"startTime":"2016-10-12T06:10:19.981Z","state":"INITIATED","stateCause":null,"stateChangeTime":"2016-10-12T06:10:19.982Z"},{"actions":{"action":"ANSWER"},"mediaAddress":"1003","mediaAddressType":"AGENT_DEVICE","startTime":"2016-10-12T06:10:19.982Z","state":"ALERTING","stateCause":null,"stateChangeTime":"2016-10-12T06:10:19.982Z"}]},"state":"ALERTING","toAddress":"9920867686","uri":"/finesse/api/Dialog/16784239"}}
2016-10-12T11:59:25.925 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.284 +0530: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/16784239 (action: change)
2016-10-12T11:59:25.925 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.284 +0530: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.
2016-10-12T11:59:25.933 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.292 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/9002/Dialogs': <Update><data><dialog><associatedDialogUri></associatedDialogUri><fromAddress>1003</fromAddress><id>16784239</id><mediaProperties><DNIS>1003</DNIS><callType>OUTBOUND</callType><dialedNumber>9920867686</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value></value></CallVariable><CallVariable><name>callVariable2</name><value></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><CallVariable><name>BACampaign</name><value>Campaign1</value></CallVariable><CallVariable><name>BAStatus</name><value>PROGRESSIVE_OUTBOUND</value></CallVariable><CallVariable><name>BAResponse</name><value>CPA_Voice</value></CallVariable><CallVariable><name>BAAccountNumber</name><value>1000010102</value></CallVariable><CallVariable><name>BADialedListID</name><value>151</value></CallVariable><CallVariable><name>BATimeZone</name><value>+00330</value></CallVariable><CallVariable><name>BABuddyName</name><value>Desai,Ritesh</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action></actions><mediaAddress>9920867686</mediaAddress><mediaAddressType></mediaAddressType><startTime>2016-10-12T06:10:19.981Z</startTime><state>INITIATED</state><stateCause></stateCause><stateChangeTime>2016-10-12T06:10:19.982Z</stateChangeTime></Participant><Participant><actions><action>ANSWER</action></actions><mediaAddress>1003</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2016-10-12T06:10:19.982Z</startTime><state>ALERTING</state><stateCause></stateCause><stateChangeTime>2016-10-12T06:10:19.982Z</stateChangeTime></Participant></participants><state>ALERTING</state><toAddress>9920867686</toAddress><uri>/finesse/api/Dialog/16784239</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/16784239</source></Update>
2016-10-12T11:59:25.935 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.294 +0530: Header : [WorkflowEngine] Received dialog event.
2016-10-12T11:59:25.935 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.294 +0530: Header : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: change Uri: /finesse/api/Dialog/16784239 Event: {"Dialog":{"associatedDialogUri":null,"fromAddress":"1003","id":"16784239","mediaProperties":{"DNIS":"1003","callType":"OUTBOUND","dialedNumber":"9920867686","outboundClassification":null,"callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":null},{"name":"callVariable7","value":null},{"name":"callVariable8","value":null},{"name":"callVariable9","value":null},{"name":"callVariable10","value":null},{"name":"BACampaign","value":"Campaign1"},{"name":"BAStatus","value":"PROGRESSIVE_OUTBOUND"},{"name":"BAResponse","value":"CPA_Voice"},{"name":"BAAccountNumber","value":"1000010102"},{"name":"BADialedListID","value":"151"},{"name":"BATimeZone","value":"+00330"},{"name":"BABuddyName","value":"Desai,Ritesh"}]}},"mediaType":"Voice","participants":{"Participant":[{"actions":{"action":["UPDATE_CALL_DATA","DROP"]},"mediaAddress":"9920867686","mediaAddressType":null,"startTime":"2016-10-12T06:10:19.981Z","state":"INITIATED","stateCause":null,"stateChangeTime":"2016-10-12T06:10:19.982Z"},{"actions":{"action":"ANSWER"},"mediaAddress":"1003","mediaAddressType":"AGENT_DEVICE","startTime":"2016-10-12T06:10:19.982Z","state":"ALERTING","stateCause":null,"stateChangeTime":"2016-10-12T06:10:19.982Z"}]},"state":"ALERTING","toAddress":"9920867686","uri":"/finesse/api/Dialog/16784239"}}
2016-10-12T11:59:25.936 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.295 +0530: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/16784239 (action: change)
2016-10-12T11:59:25.941 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.300 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/9002/Dialogs': <Update><data><dialog><associatedDialogUri>/finesse/api/Dialog/2130706471</associatedDialogUri><fromAddress>1003</fromAddress><id>16784239</id><mediaProperties><DNIS>1003</DNIS><callType>OUTBOUND</callType><dialedNumber>9920867686</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value></value></CallVariable><CallVariable><name>callVariable2</name><value></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><CallVariable><name>BACampaign</name><value>Campaign1</value></CallVariable><CallVariable><name>BAStatus</name><value>PROGRESSIVE_OUTBOUND</value></CallVariable><CallVariable><name>BAResponse</name><value>CPA_Voice</value></CallVariable><CallVariable><name>BAAccountNumber</name><value>1000010102</value></CallVariable><CallVariable><name>BADialedListID</name><value>151</value></CallVariable><CallVariable><name>BATimeZone</name><value>+00330</value></CallVariable><CallVariable><name>BABuddyName</name><value>Desai,Ritesh</value></CallVariable></callvariables></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>DROP</action><action>UPDATE_SCHEDULED_CALLBACK</action></actions><mediaAddress>9920867686</mediaAddress><mediaAddressType></mediaAddressType><startTime>2016-10-12T06:10:19.991Z</startTime><state>ACTIVE</state><stateCause></stateCause><stateChangeTime>2016-10-12T06:10:19.991Z</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>DROP</action><action>UPDATE_SCHEDULED_CALLBACK</action></actions><mediaAddress>1003</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2016-10-12T06:10:19.991Z</startTime><state>ACTIVE</state><stateCause></stateCause><stateChangeTime>2016-10-12T06:10:19.991Z</stateChangeTime></Participant></participants><state>ACTIVE</state><toAddress>9920867686</toAddress><uri>/finesse/api/Dialog/16784239</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/16784239</source></Update>
2016-10-12T11:59:25.944 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.303 +0530: Header : [WorkflowEngine] Received dialog event.
2016-10-12T11:59:25.944 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.303 +0530: Header : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: change Uri: /finesse/api/Dialog/16784239 Event: {"Dialog":{"associatedDialogUri":"/finesse/api/Dialog/2130706471","fromAddress":"1003","id":"16784239","mediaProperties":{"DNIS":"1003","callType":"OUTBOUND","dialedNumber":"9920867686","outboundClassification":null,"callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":null},{"name":"callVariable7","value":null},{"name":"callVariable8","value":null},{"name":"callVariable9","value":null},{"name":"callVariable10","value":null},{"name":"BACampaign","value":"Campaign1"},{"name":"BAStatus","value":"PROGRESSIVE_OUTBOUND"},{"name":"BAResponse","value":"CPA_Voice"},{"name":"BAAccountNumber","value":"1000010102"},{"name":"BADialedListID","value":"151"},{"name":"BATimeZone","value":"+00330"},{"name":"BABuddyName","value":"Desai,Ritesh"}]}},"mediaType":"Voice","participants":{"Participant":[{"actions":{"action":["TRANSFER_SST","CONSULT_CALL","HOLD","UPDATE_CALL_DATA","SEND_DTMF","DROP","UPDATE_SCHEDULED_CALLBACK"]},"mediaAddress":"9920867686","mediaAddressType":null,"startTime":"2016-10-12T06:10:19.991Z","state":"ACTIVE","stateCause":null,"stateChangeTime":"2016-10-12T06:10:19.991Z"},{"actions":{"action":["TRANSFER_SST","CONSULT_CALL","HOLD","UPDATE_CALL_DATA","SEND_DTMF","DROP","UPDATE_SCHEDULED_CALLBACK"]},"mediaAddress":"1003","mediaAddressType":"AGENT_DEVICE","startTime":"2016-10-12T06:10:19.991Z","state":"ACTIVE","stateCause":null,"stateChangeTime":"2016-10-12T06:10:19.991Z"}]},"state":"ACTIVE","toAddress":"9920867686","uri":"/finesse/api/Dialog/16784239"}}
2016-10-12T11:59:25.946 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.305 +0530: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/16784239 (action: change)
2016-10-12T11:59:25.949 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.308 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/Team/5000/Users': <Update>
<data>
<user>
<dialogs>/finesse/api/User/9002/Dialogs</dialogs>
<extension>1003</extension>
<firstName>Dharmendra</firstName>
<lastName>Bhavsar</lastName>
<loginId>9002</loginId>
<pendingState></pendingState>
<state>TALKING</state>
<stateChangeTime>2016-10-12T06:10:19.992Z</stateChangeTime>
<uri>/finesse/api/User/9002</uri>
</user>
</data>
<event>PUT</event>
<requestId></requestId>
<source>/finesse/api/User/9002</source>
</Update>
2016-10-12T11:59:25.951 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.310 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/9002': <Update>
<data>
<user>
<dialogs>/finesse/api/User/9002/Dialogs</dialogs>
<extension>1003</extension>
<firstName>Dharmendra</firstName>
<lastName>Bhavsar</lastName>
<loginId>9002</loginId>
<loginName>DharmendraB</loginName>
<pendingState></pendingState>
<roles>
<role>Agent</role>
<role>Supervisor</role>
</roles>
<settings>
<wrapUpOnIncoming>REQUIRED</wrapUpOnIncoming>
</settings>
<state>TALKING</state>
<stateChangeTime>2016-10-12T06:10:19.992Z</stateChangeTime>
<teamId>5000</teamId>
<teamName>Cisco</teamName>
<teams>
<Team>
<id>5000</id>
<name>Cisco</name>
<uri>/finesse/api/Team/5000</uri>
</Team>
</teams>
<uri>/finesse/api/User/9002</uri>
</user>
</data>
<event>PUT</event>
<requestId></requestId>
<source>/finesse/api/User/9002</source>
</Update>
2016-10-12T11:59:25.953 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.312 +0530: Header : _displayUserData(): User's current state is: TALKING
2016-10-12T11:59:25.962 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.321 +0530: Header : Wrap-Up-Required agent is on call -- Linda flag cleared.
2016-10-12T11:59:25.963 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.322 +0530: Header : [WorkflowEngine] Received user event.
2016-10-12T11:59:25.964 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.323 +0530: Header : [WorkflowEngine] Converting event to xml document. Type: User Action: change Uri: /finesse/api/User/9002 Event: {"User":{"dialogs":"/finesse/api/User/9002/Dialogs","extension":"1003","firstName":"Dharmendra","lastName":"Bhavsar","loginId":"9002","loginName":"DharmendraB","pendingState":null,"roles":{"role":["Agent","Supervisor"]},"settings":{"wrapUpOnIncoming":"REQUIRED"},"state":"TALKING","stateChangeTime":"2016-10-12T06:10:19.992Z","teamId":"5000","teamName":"Cisco","teams":{"Team":{"id":"5000","name":"Cisco","uri":"/finesse/api/Team/5000"}},"uri":"/finesse/api/User/9002"}}
2016-10-12T11:59:25.966 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.325 +0530: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/User/9002 (action: change)
2016-10-12T11:59:26.113 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.472 +0530: Header : [WorkflowEngine] Starting queued event processing...
2016-10-12T11:59:26.114 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.473 +0530: Header : [WorkflowEngine] ------ Got Dialog event from queue: Action: change URI: /finesse/api/Dialog/16784239 ------
2016-10-12T11:59:26.115 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.474 +0530: Header : [WorkflowEngine] Triggering processing of the next event in the queue.
2016-10-12T11:59:25.977 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.336 +0530: CallControl : _processCall(): Process the dialog with id: 16784239, to extension: 9920867686, from extension: 1003, call state: ALERTING, callType: OUTBOUND
2016-10-12T11:59:26.003 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.362 +0530: CallControl : _processCall(): User's call state is: ALERTING, user's state cause is: null
2016-10-12T11:59:26.017 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.376 +0530: CallControl : _processCall(): Process the dialog with id: 16784239, to extension: 9920867686, from extension: 1003, call state: ALERTING, callType: OUTBOUND
2016-10-12T11:59:26.046 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.405 +0530: CallControl : _processCall(): User's call state is: ALERTING, user's state cause is: null
2016-10-12T11:59:26.054 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.413 +0530: CallControl : _processCall(): Process the dialog with id: 16784239, to extension: 9920867686, from extension: 1003, call state: ACTIVE, callType: OUTBOUND
2016-10-12T11:59:26.081 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.440 +0530: CallControl : _processCall(): User's call state is: ACTIVE, user's state cause is: null
2016-10-12T11:59:26.103 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.462 +0530: CallControl : _handleUserChange(): User state is TALKING and mobile agent call by call is: false
2016-10-12T11:59:26.151 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.510 +0530: Header : [WorkflowEngine] ------ Got Dialog event from queue: Action: change URI: /finesse/api/Dialog/16784239 ------
2016-10-12T11:59:26.151 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.510 +0530: Header : [WorkflowEngine] Triggering processing of the next event in the queue.
2016-10-12T11:59:26.165 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.524 +0530: Header : [WorkflowEngine] ------ Got Dialog event from queue: Action: change URI: /finesse/api/Dialog/16784239 ------
2016-10-12T11:59:26.166 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.525 +0530: Header : [WorkflowEngine] Triggering processing of the next event in the queue.
2016-10-12T11:59:26.176 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.535 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/Queue/0': <Update><data><queue><name>Sales</name><statistics><agentsNotReady>0</agentsNotReady><agentsReady>0</agentsReady><agentsTalkingInbound>0</agentsTalkingInbound><agentsTalkingInternal>0</agentsTalkingInternal><agentsTalkingOutbound>0</agentsTalkingOutbound><agentsWrapUpNotReady>0</agentsWrapUpNotReady><agentsWrapUpReady>0</agentsWrapUpReady><callsInQueue>0</callsInQueue><startTimeOfLongestCallInQueue></startTimeOfLongestCallInQueue></statistics><uri>/finesse/api/Queue/0</uri></queue></data><event>PUT</event><requestId>null</requestId><source>/finesse/api/Queue/0</source></Update>
2016-10-12T11:59:26.177 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.536 +0530: Header : [WorkflowEngine] ------ Got User event from queue: Action: change URI: /finesse/api/User/9002 ------
2016-10-12T11:59:26.177 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.536 +0530: Header : [WorkflowEngine] Triggering processing of the next event in the queue.
2016-10-12T11:59:26.185 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.544 +0530: Header : [WorkflowEngine] ------ Event queue is empty. ------
2016-10-12T11:59:41.136 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:35.495 +0530: Header : Time Information - UTC: 'Wed, 12 Oct 2016 06:29:41 GMT'; Local Time: 'Wed Oct 12 2016 11:59:41 GMT+0530 (India Standard Time)'
-----------------------------------------------------------------------------------------------------------
How shall I trace the start of new call in Client Logs. Hope this is correct.
thanks & regards,
Ritesh Desai
10-12-2016 03:37 AM
Denise K,
Adding further after studying logs with numerous attempts, when Agent state goes to RESERVED_OUTBOUND state, logs dont show "LeadID" custom variable passed to FINESSE, cisco pre-defined variables/ column names are shown.
regards,
Ritesh Desai.
10-12-2016 04:27 AM
Dear Denise K,
I got an answer what I was looking for. This is not digestable, unhow have to follow this. As per Cisco Outbound Option Guide, it says "Outbound Option does not send data from Custom columns to the agent desktop. They are available for use only in the query rule select clause for business-specific filtering into different dialing lists."
thanks & regards,
Ritesh Desai.
10-12-2016 09:26 AM
Hi Ritesh,
I'm glad you found the answer you were looking for, even though that is not what you had hoped for. So from that statement, I guess showing the ecc variable does not work.
Thanx,
Denise
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