Re: From finesse making a conference call to ivr via CTI route point

Hossain Ahmed Ashfaque · ‎08-15-2016

Hi,

I have a requirement to make a conference call from finesse. The flow is as below.

1. Agent receives an Inbound call.

2. For further authentication agent need to send the customer to ivr.

3. Agent press a button in Finesse which triggers a conference call with IVR via CTI route point.

To achieve that we created a button on Finesse once the agent press this button it use Dialog—Make a Consult Call Request to call the CTI route point and then to make this call as conference call it use Dialog—Take Action on Participant with CONFERENCE as the action. But we observed that Finesse only able to make consult call and put the customer on hold and not able to complete the conference.

From the logs we can see that Dialog—Take Action on Participant with CONFERENCE executes properly. But it did not reflected on either Finesse screen or in IP phone. Also there is no error message.

Can any one help me on how to make conference call using Finesse Web service /API

Thanks

Ashfaque

dekwan · ‎08-15-2016

Hi Ashfaque,

That is the correct APIs to use to accomplish what you are trying to do.

1. When you call the Take Action on Participant API, which Dialog ID are you using for the URL? It should be the original call between the Agent and the customer.

2. Is the consult call completed where the IVR picked up? If you notice when manually trying this scenario out using the Finesse call control, the CONFERENCE button is not an option until the consult call is established (answered).

I am assuming that when you say "we created a button on Finesse", you mean you created a gadget with this button. So, to debug your issue further, you should:

1. Make sure you have sufficient logging in your gadget

2. Reproduce the scenario and click the "Send Client logs" link on the Finesse desktop

3. Grab the client log and webservices log that captures the right timeframe.

4. Debug the logs:

a. Look for the conference request. Finesse's webservices logs show whenever an API request is made

b. Follow that request and see what CCE/CCX is sending back

c. See what Finesse is publishing

Thanx,

Denise

marialourdescamba · ‎08-19-2016

Hi Denise,

I am the colleague of Ashfaque.

When calling the consult_call it was successful, also the call is established and it using the same dialog_id

0001234643: 10.182.30.106: Aug 19 2016 15:34:18.325 +0800: %CCBU_http-8443-16-6-API_REQUEST: %[REQUEST_URL=Dialog/16805896][agent_id=1002][request_identifier=null][request_method=dialog.PUT][

request_parameters= toAddress:1806 requestedAction:CONSULT_CALL targetMediaAddress:1416]: Request from client to webservice api

0001234644: 10.182.30.106: Aug 19 2016 15:34:18.325 +0800: %CCBU_pool-6-thread-48-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :380896 , connectionDevId: 1416, callID: 16805896, dialedNumber: 1806][cti_message_name=ConsultCallReq]: Message going to the backend cti server

0001234645: 10.182.30.106: Aug 19 2016 15:34:18.326 +0800: %CCBU_http-8443-16-6-REQUEST_END: %[elapsed_time=2]: Request complete

0001234646: 10.182.30.106: Aug 19 2016 15:34:18.327 +0800: %CCBU_http-8443-16-6-REQUEST_START: %[method_name=PUT][parameter_name={ }][resource_name=/Dialog/16805896][usr=1002]: Request start

0001234647: 10.182.30.106: Aug 19 2016 15:34:18.328 +0800: %CCBU_http-8443-16-6-API_REQUEST: %[REQUEST_URL=Dialog/16805896][agent_id=1002][request_identifier=null][request_method=dialog.PUT][request_parameters= requestedAction:CONFERENCE targetMediaAddress:1416]: Request from client to webservice api

Also, we could see from the screen that the call was established as the conference button shows up when we initiate the CONSULT_CALL as per shown below :

However, we couldnt complete the call eventhough we follow it up with a action dialog with conference as action as shown above API request. We encounter the error below instead:

0001234688: 10.182.30.106: Aug 19 2016 15:34:18.863 +0800: %CCBU_pool-6-thread-46-6-FINESSE ALLOWED ACTIONS: %[extension=1416][finesseActions=[TRANSFER_SST, CONSULT_CALL, HOLD, UPDATE_CALL_DATA, SEND_DTMF, DROP]]: Actions allowed by Finesse

0000013555: 10.182.30.106: Aug 19 2016 15:34:18.864 +0800: %CCBU_pool-6-thread-46-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/User/1002/Dialogs][Payload=<Update>

<data>

<errorMessage>INVALID_ACTION CONFERENCE on extension 1416</errorMessage>

<errorType>Generic Error</errorType>

</apiError>

</apiErrors>

</data>

<source>/finesse/api/Dialog/16805896</source>

</Update>

It seems the finesseActions doesnt allow the CONFERENCE, but we already call the CONSULT_CALL.

I understand the API is asynchronous, may i know how to complete a consult_call using the conference API ?

Thanks.

Regards,

Maria