02-14-2022 08:17 AM
Hello,
We are using Finesse REST API for our Contact Center solution. What we need to do is to attach a call data for outbound calls.
First we make an outbound call. Upon receiving the call data (including the dialog), we update use UPDATE_CALL_DATA to add a call data:
02-14-2022 10:17 AM
Hi,
When you say outbound call, do you mean when the agent dials out to a number or outbound campaigns? If you mean that the agent dials out, is this to an external or internal number?
What version is the system and is it CCE or CCX?
I tried this on an agent dialing out to an internal number on both the CCE and CCX system and the call variables did not disappear.
Thanx,
Denise
02-16-2022 05:46 AM
Thank for the prompt response.
When you say outbound call, do you mean when the agent dials out to a number or outbound campaigns? If you mean that the agent dials out, is this to an external or internal number?
I mean when the agent dials out. It is to an external number.
What version is the system and is it CCE or CCX?
It is CCE.
02-16-2022 10:08 AM
Hi,
In a CCE system, you can assign call data when making a call via the API: https://developer.cisco.com/docs/finesse/#!dialog%e2%80%94create-a-new-dialog-make-a-call/dialogcreate-a-new-dialog-make-a-call
But, I looked at your original post again and noticed that the call data you are trying to update is the wrap up reason. Are you trying to update the call variables or the wrap up reason?
Using the Finesse UI, when an agent dials out, the wrap up reason button is disabled.
Thanx,
Denise
02-21-2022 08:37 AM
Thank you again.
When we assign call data making an outbound call, are we supposed to received that data in the first Dialog Event we are receiving from Finesse?
I am trying to update the callVariable.
What't the solution in case of CCX to assign a call data?
Thanks
02-22-2022 12:33 PM
Hi,
Thank you for the clarification that it is indeed call variables.
When we assign call data making an outbound call, are we supposed to received that data in the first Dialog Event we are receiving from Finesse?
I am assuming you are talking about CCE with the API I referred to last time. I can't remember off the top of my head, it may not be the absolute first Dialog event because for call, the CTI sometimes sends numerous events (no particular order) for one call action.
What't the solution in case of CCX to assign a call data?
For CCX, you need to make the outgoing call first, then use the UPDATE_CALL_DATA API to update the callvariables. If the request is successful, you will receive a dialog event for that callid with the updated call variables and it should continue to be in the dialog events for that call.
I suggest that you reproduce the scenario and then take a look at the webservices logs to see what is happening. Most (if not all) of the call APIs are a pass through to CTI so the response is dependent on what the CTI says.
Thanx,
Denise
03-23-2022 03:45 PM
Hello again,
Would you please look at these data we are receiving? The first event (object) obviously does not have the "callVariable1" data. Then we update the dialog with a UUID. The event # 2, 3, and 4 have that UUID. However, event #5 does not! Actually, event #5 is exactly as the event #4 and the only difference is that UUID.
Are we missing something?
Thanks,
Ahmad
#1
{ "associatedDi{ "associatedDialogUri": "", "fromAddress": 1082, "id": 24334570, "mediaProperties": { "DNIS": "", "callType": "AGENT_INSIDE", "dialedNumber": "", "outboundClassification": "", "callvariables": { "CallVariable": [ { "name": "callVariable1", "value": "" }, { "name": "callVariable2", "value": "" }, { "name": "callVariable3", "value": "" }, { "name": "callVariable4", "value": "" }, { "name": "callVariable5", "value": "" }, { "name": "callVariable6", "value": "" }, { "name": "callVariable7", "value": "" }, { "name": "callVariable8", "value": "" }, { "name": "callVariable9", "value": "" }, { "name": "callVariable10", "value": "" } ] }, "queueNumber": 0, "queueName": "CIM_EIM" }, "mediaType": "Voice", "participants": { "Participant": { "actions": { "action": [ "UPDATE_CALL_DATA", "DROP" ] }, "mediaAddress": 1082, "mediaAddressType": "AGENT_DEVICE", "startTime": "2022-03-23T22:06:19.218Z", "state": "INITIATING", "stateCause": "", "stateChangeTime": "2022-03-23T22:06:19.218Z" } }, "state": "INITIATING", "uri": "/finesse/api/Dialog/24334570" }alogUri": "", "fromAddress": 1082, "id": 24334570, "mediaProperties": { "DNIS": "", "callType": "AGENT_INSIDE", "dialedNumber": "", "outboundClassification": "", "callvariables": { "CallVariable": [ { "name": "callVariable1", "value": "23697e30-3f3f-480d-91bf-4aabb28849f9" }, { "name": "callVariable2", "value": "" }, { "name": "callVariable3", "value": "" }, { "name": "callVariable4", "value": "" }, { "name": "callVariable5", "value": "" }, { "name": "callVariable6", "value": "" }, { "name": "callVariable7", "value": "" }, { "name": "callVariable8", "value": "" }, { "name": "callVariable9", "value": "" }, { "name": "callVariable10", "value": "" } ] }, "queueNumber": 0, "queueName": "CIM_EIM" }, "mediaType": "Voice", "participants": { "Participant": { "actions": { "action": [ "UPDATE_CALL_DATA", "DROP" ] }, "mediaAddress": 1082, "mediaAddressType": "AGENT_DEVICE", "startTime": "2022-03-23T22:06:19.218Z", "state": "INITIATING", "stateCause": "", "stateChangeTime": "2022-03-23T22:06:19.218Z" } }, "state": "INITIATING", "uri": "/finesse/api/Dialog/24334570" }
#2
{ "associatedDialogUri": "", "fromAddress": 1082, "id": 24334570, "mediaProperties": { "DNIS": "", "callType": "AGENT_INSIDE", "dialedNumber": "", "outboundClassification": "", "callvariables": { "CallVariable": [ { "name": "callVariable1", "value": "23697e30-3f3f-480d-91bf-4aabb28849f9" }, { "name": "callVariable2", "value": "" }, { "name": "callVariable3", "value": "" }, { "name": "callVariable4", "value": "" }, { "name": "callVariable5", "value": "" }, { "name": "callVariable6", "value": "" }, { "name": "callVariable7", "value": "" }, { "name": "callVariable8", "value": "" }, { "name": "callVariable9", "value": "" }, { "name": "callVariable10", "value": "" } ] }, "queueNumber": 0, "queueName": "CIM_EIM" }, "mediaType": "Voice", "participants": { "Participant": { "actions": { "action": [ "UPDATE_CALL_DATA", "DROP" ] }, "mediaAddress": 1082, "mediaAddressType": "AGENT_DEVICE", "startTime": "2022-03-23T22:06:19.218Z", "state": "INITIATING", "stateCause": "", "stateChangeTime": "2022-03-23T22:06:19.218Z" } }, "state": "INITIATING", "uri": "/finesse/api/Dialog/24334570" }
#3
{ "associatedDialogUri": "", "fromAddress": 1082, "id": 24334570, "mediaProperties": { "DNIS": "", "callType": "AGENT_INSIDE", "dialedNumber": 911234567890, "outboundClassification": "", "callvariables": { "CallVariable": [ { "name": "callVariable1", "value": "23697e30-3f3f-480d-91bf-4aabb28849f9" }, { "name": "callVariable2", "value": "" }, { "name": "callVariable3", "value": "" }, { "name": "callVariable4", "value": "" }, { "name": "callVariable5", "value": "" }, { "name": "callVariable6", "value": "" }, { "name": "callVariable7", "value": "" }, { "name": "callVariable8", "value": "" }, { "name": "callVariable9", "value": "" }, { "name": "callVariable10", "value": "" } ] }, "queueNumber": 0, "queueName": "CIM_EIM" }, "mediaType": "Voice", "participants": { "Participant": { "actions": { "action": [ "UPDATE_CALL_DATA", "DROP" ] }, "mediaAddress": 1082, "mediaAddressType": "AGENT_DEVICE", "startTime": "2022-03-23T22:06:19.218Z", "state": "INITIATING", "stateCause": "", "stateChangeTime": "2022-03-23T22:06:19.218Z" } }, "state": "INITIATING", "toAddress": 911234567890, "uri": "/finesse/api/Dialog/24334570" }
#4
{ "associatedDialogUri": "", "fromAddress": 1082, "id": 24334570, "mediaProperties": { "DNIS": "", "callType": "AGENT_INSIDE", "dialedNumber": 911234567890, "outboundClassification": "", "callvariables": { "CallVariable": [ { "name": "callVariable1", "value": "23697e30-3f3f-480d-91bf-4aabb28849f9" }, { "name": "callVariable2", "value": "" }, { "name": "callVariable3", "value": "" }, { "name": "callVariable4", "value": "" }, { "name": "callVariable5", "value": "" }, { "name": "callVariable6", "value": "" }, { "name": "callVariable7", "value": "" }, { "name": "callVariable8", "value": "" }, { "name": "callVariable9", "value": "" }, { "name": "callVariable10", "value": "" } ] }, "queueNumber": 0, "queueName": "CIM_EIM" }, "mediaType": "Voice", "participants": { "Participant": { "actions": { "action": [ "UPDATE_CALL_DATA", "DROP" ] }, "mediaAddress": 1082, "mediaAddressType": "AGENT_DEVICE", "startTime": "2022-03-23T22:06:19.218Z", "state": "INITIATED", "stateCause": "", "stateChangeTime": "2022-03-23T22:06:19.322Z" } }, "state": "INITIATED", "toAddress": 911234567890, "uri": "/finesse/api/Dialog/24334570" }
#5
{ "associatedDialogUri": "", "fromAddress": 1082, "id": 24334570, "mediaProperties": { "DNIS": "", "callType": "AGENT_INSIDE", "dialedNumber": 911234567890, "outboundClassification": "", "callvariables": { "CallVariable": [ { "name": "callVariable1", "value": "" }, { "name": "callVariable2", "value": "" }, { "name": "callVariable3", "value": "" }, { "name": "callVariable4", "value": "" }, { "name": "callVariable5", "value": "" }, { "name": "callVariable6", "value": "" }, { "name": "callVariable7", "value": "" }, { "name": "callVariable8", "value": "" }, { "name": "callVariable9", "value": "" }, { "name": "callVariable10", "value": "" } ] }, "queueNumber": 0, "queueName": "CIM_EIM" }, "mediaType": "Voice", "participants": { "Participant": { "actions": { "action": [ "UPDATE_CALL_DATA", "DROP" ] }, "mediaAddress": 1082, "mediaAddressType": "AGENT_DEVICE", "startTime": "2022-03-23T22:06:19.218Z", "state": "INITIATED", "stateCause": "", "stateChangeTime": "2022-03-23T22:06:19.322Z" } }, "state": "INITIATED", "toAddress": 911234567890, "uri": "/finesse/api/Dialog/24334570" }
03-23-2022 03:57 PM - edited 03-23-2022 03:58 PM
Hi,
I suggest taking a look at the Finesse webservices logs to see what is triggering event #5 and see if there is a value there. Finesse is a pass through with the call variable information so most likely CCE is somehow losing or overriding the value. You may need to look at the CTI/CCE logs to see why.
Also, what are the actions that happen for each step (#) to trigger the dialog event. You said that the update call variable is triggered after #1, so #2 is the result of that action. How about the rest?
Thanx,
Denise
06-14-2022 06:56 AM
Hello Denise,
We are still having the problem that we receive ghost interactions. I confirmed that we have the same issue in CCX as well.
To answer your question on what happens when we receive the callData #5, basically we do not send any request. The only request is updating the call data.
I have also noticed that when these behavior happens, I end up having strange behavior in Finesse Softphone as well. For example CTI-14 or CTI-4047 errors happen.
Would you please also let me know where I can find the microservice logs?
Thanks,
Ahmad
06-14-2022 10:03 PM
Hi,
webservices logs can be found at /opt/cisco/desktop/logs/webservices/*
Please check this link:
Regards
Dhina
06-15-2022 06:49 AM - edited 06-15-2022 06:50 AM
Hi,
How to collect the webservices logs from finesse box can be found here: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1261/admin/guide/cfin_b_1261-cisco-finesse-administration-guide/cfin_m_1261-perform-routine-maintenance.html#reference_47F850F88D06F804EB5D27EEA2B9991A
From the log webservices log files, you can check the messages which sent from finesse to CTI server by searching with this keyword:
CTI-14 is E_CTI_PROTECTED_VARIABLE
CTI-4047 is INVALID_ACTION
Looks like you are trying to edit a callvariable that is protected.
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