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KomalJagtap26756
Beginner

How to handle the same events coming in both cisco finesse for sandbox lab 12.0.

Hi there,

           I have toggled the hold-retrieve button.When the call is going on between two agents and the hold button get pressed.At that time, user state is Talking and the Agent state is held.These states have been coming same in both the console on finesse desktop.

           Suppose the call is being hold by Agent001 then user state as Held should come only in the console of Agent001.Now the response of user state as Held comung in both finesse desktop.

          Let me know how to fix this problem.

Thanks in advance,

Komal

 

3 REPLIES 3
dekwan
Cisco Employee

Hi,

 

The Finesse notification service only sends a notification if there is a change to the object. It is probably being sent more than once because there was a change to the object. The change may not be of the agent state or user state, but some other field. Please compare the different notifications carefully to determine which field got changed.

 

Thanx,

Denise

Hi Denise,

             Actually the probem is coming for following condition :-for example

                      Agent001 makes call with Agent002. At this time both Agents are in tallking state.And both agents Participant state is Active & Dialog state is also Active.

                     But when Agent001 holds call,at this time only retrieveve button should be enable on Agent001 desktop .At the Agent001 desktop only the Participant state should be Held & Agent state is Active.And Agent002 should be in active state (Hold,Drop,Transfer,Consult enable).But Agent001's Held event is coming in Agent002's desktop also. And Particiant state as Active & Agent state as Active in also comming in Agent002 desktop. That's why problem is coming for button enable disable and handling the events.

Thanks in advance,

Komal J

Hi,

 

Since you are talking about participant state, I'm assuming when you say "Agent state is active", you actually mean dialog state because Agent states are Not_Ready, Ready, Talking, etc.

 

Since you are talking about the dialog event, each participant of the dialog will get the same events even though there is not a change on their participant details. So what you are describing is actually correct behavior. Agent002 will get a dialog event that Agent001's participant state goes to HELD.

 

Thanx,

Denise

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