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Finesse - Receive original call data on consultation leg

amansouri
Level 1
Level 1

Hey there,

I'm working with the Finesse desktop API to build a web app that connects with Finesse. When it comes to handling consultation calls, I really need to get my hands on some key information from the original call, like the call ID and ANI/DNIS.

Here's an example to help explain:

Imagine Agent 1 (extension 1080) taking an incoming call from a customer with the number 8885551111. Then, Agent 1 makes a consultation call to Agent 2 (extension 1082). When Agent 2 takes over the call, I need to know the customer's number and the original call ID. This info is crucial for us to link the consultation call with the transferred call.

I need this for both UCCX and UCCE.

If you know of another way to make this happen, I'm all ears!

Thanks,

2 Replies 2

Isabella54
Level 1
Level 1

Hi,

I'm developing a web app using the Finesse desktop API and need to access essential call information, like call ID and ANI/DNIS, during consultation calls. This data is crucial for linking consultation calls to transferred calls. I'm looking for solutions for both UCCX and UCCE.

Any insights are greatly appreciated!

Thanks.

dhiarumu
Cisco Employee
Cisco Employee

Hi,

All call related information are available in Dialog APIs
https://developer.cisco.com/docs/finesse/#!dialog-apis

Thanks