Finesse REST API - Get Supervisor's Extension using agent's credentials

[muppasani@saccounty.net]

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.

[dekwan]

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

[muppasani@saccounty.net]

Hi,

Thank you for your response. I tried to request for Team's phonebooks (api/Team/XXXX/PhoneBooks) using the agent's credentials and I get an Unauthorized error.

Thank you.

[dekwan]

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

[muppasani@saccounty.net]

Well, in that case, I have to add the team's Supervisor's extension to each agent's phonebook and retrieve that and use for the "Contact Supervisor" feature?

[dekwan]

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.