Finesse rest api issue in 11.6?

[janinegraves]

Does this api still work in Finesse 11.6?   http://finesseIP/finesse/api/Queue/QueuePeripheralId

In 11.0 it displayed actual values of agents ready, not ready, calls in queue, etc.

In 11.6 - it displays the skill group name (so it seems to be working) but all values as negative  "-1"

[Quigath]

I have 11.6 but it looks like mine isn't working at all. Which IP are you using?

[janinegraves]

I'm using the IP address of my finesse server. BUT the url should be something like

http://ip/finesse/api/Queue/1   (where 1 is the peripheral ID of one of your actual skill groups).

[janinegraves]

I'm using the IP address of my finesse server. BUT the url should be something like

ipAddress/finesse/api/Queue/1   (where 1 is the peripheral ID of one of your actual skill groups).

[dekwan]

Hi,

Are you using a Finesse 11.6 with CCE? The queue stats API only works with CCE. You will get -1 as the values for CCX. I don't have a 11.6 system, but using a development 12.0 (that isn't released yet), I am able to see the queue stats.

Thanx,
Denise

[janinegraves]

Please see the second set of pictures from my 11.6 system (not the first set - which are from my 11.0 system)

[janinegraves]

Hi Denise, Yes, I'm using UCCE 11.6

I'll post a couple of screenshots.

Is there anything I need to enable thru FinesseAdmin for the api's to work?

[janinegraves]

[janinegraves]

Denise, I've got CVP 11.6 but Finesse 11.5

[janinegraves]

I have CVP 11.6 and UCCE 11.6 but Finesse 11.5. Is that going to cause a problem with the rest api?

everything else about finesse seems ok.

[dekwan]

Hi Janine,

I will check with the Finesse team in terms of using Finesse 11.5 with UCCE 11.6 and get back to you. I would think if it is incompatible, the issues would be more than just the queue stats.

The queue stats automatically work with CCE, so you don't need to enable anything on the Admin side.

Thanx,
Denise

[dekwan · Accepted solution]

Hi Janine,

I reached out to the Finesse team and they said that Finesse cannot be lower than UCCE but it has not been tested (https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/ucce_compatibility/matrix/ucce_11_6_x_compat.html#Cisco_Unified_CCE_11.6.281.29_Solution)

Since it has not been tested, I cannot confidently say that it is the reason for your queue stats issue. I would take a look at the webservices logs to see if the CTI server from CCE is giving Finesse any queue stats back. It is possible that due to the incompatibility, that CCE isn't sending Finesse the data.

Thanx,
Denise

[janinegraves]

Thanks Denise! I upgraded Finesse from 11.5 to 11.6 and the Rest API started to work. 
So I guess that was the problem, UCCE 11.6 with Finesse 11.5 caused the REST API to run, but didn't return valid information.
Thanks again.