How to get Wrap-up Time in API UCCE 11.6

[deepaksharmainnovaccer]

Hi,

I need to know the wrap-up time configured for an agent in UCCE 11.6.
in UCCE 12.6, I am able to get the wrap-up time in the User Details API finesse/api/User/<agent_id> under the key <wrapUpTimer>30</wrapUpTimer> but this key is not present in UCCE11.6 user info response.

Can someone please help me with this?

PS: I can not access the admin console or AWDB. It has to be API way.

[Konstantin Vaksin]

Hello Deepak,

You can check this APIs
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_6_1/Program/Guide/ucce_b_developer-reference-11-6/ucce_b_developer-reference-11-6_chapter_011.html

Kostia

[deepaksharmainnovaccer]

Hi @Konstantin Vaksin ,

Thanks for replying. But I don't see wrap up time anywhere in the API response.

[Konstantin Vaksin]

Hello Deepak,

You get a reference to the ADS, that is assigned to the agent

test2
/unifiedconfig/config/agentdesksetting/5434


This you can use to get details for the configuration of ADS.

Hope that helps.
Kostia

[deepaksharmainnovaccer]

Hi @Konstantin Vaksin 

I guess these APIs are available only to Supervisor and Admin. I don't have those permissions. I only have agent permissions.

[Konstantin Vaksin]

Hello,

You should be able to have read rights as well.

Please have a look into API details.

Kostia

[deepaksharmainnovaccer]

in the url: https://<server>/unifiedconfig/config/agent/<id>

what's the server?
is it awdb host?
which credentials do I need to use to call this API, AWDB or Agent's creds?
I am getting 401 error in both the cases.

[bill.king1]

Here's the access section from the document posted earlier.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_6_1/Program/Guide/ucce_b_developer-reference-11-6/ucce_b_developer-reference-11-6_chapter_00.html#PCCE_RF_R926EB21_00

[bill.king1]

If you look in the 12.6 guide vs. the 11.6 guide, it isn't listed, so likely an enhancement between the version, simply look for wrapuptimer. Take a look below.
https://pubhub.devnetcloud.com/media/finesse/docs/downloads/previous-documentation/developer-guide/Cisco_Finesse_Web_Services_Developer_Guide_Release_11.6(1).pdf
https://pubhub.devnetcloud.com/media/finesse/docs/downloads/previous-documentation/developer-guide/Cisco_Finesse_Web_Services_Developer_JavaScript_Guide_Release_12.6(1).pdf

[deepaksharmainnovaccer]

Hi @bill.king1 ,

Yeah, the wrap up time is easily available in the API in ucce 12.6 but not in 11.6. Do you know any way to get it in UCCE 11.6?

[bill.king1]

You'd likely have to make it a two step process like @Konstantin Vaksin pointed out, if you don't have access to awdb/the server itself.

[Konstantin Vaksin]

Deepak,

I would double consider, if you need to invest a lot of time into 11.6 version, that will get to EoL this September.

Kostia

[deepaksharmainnovaccer]

@Konstantin Vaksin ,
Yes, we will be moving to 12.6 before August. But we need to support 11.6 right now for the client.