01-28-2019 11:26 AM - edited 01-28-2019 11:45 AM
Hi,
I have to build a functionality in agent's screen to contact his/her supervisor. Is there a way to find out Supervisor's extension with the agent's credentials using Finesse REST API?
Thank you.
02-05-2019 11:11 AM
Hi,
Unfortunately not. But, Finesse does have the ability to assign different phone books per team (https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1001/user/guide/CFIN_BK_CF7BB5C7_00_cisco-finesse-administration-1001/CFIN_BK_CF7BB5C7_00_cisco-finesse-administration-1001_chapter_0111.html#CFIN_TK_A5BE...). So I was thinking that you can have the supervisor's number/extension in the phonebook for that particular team.
Thanx,
Denise
02-06-2019 04:37 PM
02-07-2019 12:49 PM
Hi,
That is because only administrators can use that API (https://developer.cisco.com/docs/finesse/#!teamget-list-of-phone-books)
If an agent wants to get a list of phone books they can view, you need to use this API: https://developer.cisco.com/docs/finesse/#!userget-list-of-phone-books
Thanx,
Denise
02-07-2019 12:54 PM
02-08-2019 10:16 AM
That is the only solution I can think of. But it isn't adding to each AGENT'S phonebook. You can only assign a phonebook per team and not per agent. So, it is adding the supervisor's extension to each TEAM'S phonebook.
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