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Finesse - Update call data for outbound calls

amansouri
Beginner
Beginner

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:

 
<Dialog><requestedAction>UPDATE_CALL_DATA</requestedAction><mediaProperties><wrapUpReason>${dispositionName}</wrapUpReason></mediaProperties></Dialog>
 
Although we receive a response from Finesse as a Dialog with added call Data, we still receive other Dialogs with the same call id but without our required call Data attached to it afterwards. 
 
Isn't is possible that similar to Inbound call we receive a GUID for the call?
If not, can we assign a call data when we make an outbound call?
If not, how we can resolve the issue we have?
 
 
10 Replies 10

dekwan
Cisco Employee
Cisco Employee

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

 

 

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.

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

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

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

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" }

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

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

Hi,

 

webservices logs can be found at /opt/cisco/desktop/logs/webservices/*

Please check this link:

https://community.cisco.com/t5/collaboration-voice-and-video/how-to-collect-finesse-logs/ta-p/3135557

 

Regards

Dhina

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:

MESSAGE_TO_CTI_SERVER
and messages from CTI server to finesse with this keyword.
MESSAGE_FROM_CTI_SERVER
You can check the actual commands sent from finesse and the order of events received from CTI on the given timeframe.
 
Also, based on the error messages you have mentioned on the above reply

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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