How to obtain dialogs from UCCX chat

[sylvester]

Hi,

I have a chat hit a finesse agent which comes from UCCX/SocialMiner. I am writing a finesse gadget and I am having trouble getting access to the dialogs, using user.getDialogs. Is there another method I should be using to get the chat dialogs. The received XML event takes the following format:

<?xml version="1.0"?>

<Update xmlns:ns2="http://cisco.com/wf/subsystems/chat/contactEvent.xsd">

<event>post</event>

<source>uccx.api.agent.chegarty</source>

<requestId/>

<payloadType>ContactEvent</payloadType>

<data>

  <dialog>

  <dialogID>940A9D8110000161000090B139ED7AB0</dialogID>

  <author>Syl</author>

  <dialogType>0</dialogType>

  <queue>Chat_Csq3</queue>

  <queueName>Chat</queueName>

  <dialogEventType>0</dialogEventType>

  <eventCause>22</eventCause>

  <token>fbd7af66-1acc-4780-afbf-c6f0e27285ce</token>

  <dialogVariables>

  <dialogVariable>

  <name>h_chatRoom</name>

  <value>socialminer_chat.2@conference.127.0.0.1</value>

  </dialogVariable>

  <dialogVariable>

  <name>Link</name>

  <value>www.google.com</value>

  </dialogVariable>

  <dialogVariable>

  <name>Email</name>

  <value>MrsPiggy@email.com</value>

  </dialogVariable>

  <dialogVariable>

  <name>h_pod_RefURL</name>

  <value>https://context-service.produs1.ciscoccservice.com/context/pod/v1/id/f412ca60-1178-11e8-9b27-9790e501a718</value>

  </dialogVariable>

  <dialogVariable>

  <name>h_Name</name>

  <value>Syl</value>

  </dialogVariable>

  </dialogVariables>

  <timeoutBaseTime>1518607180119</timeoutBaseTime>

  <noAnswerTimeout>1200</noAnswerTimeout>

  <mediaType>chat</mediaType>

  <multiParty>false</multiParty>

  </dialog>

</data>

</Update>

Thx

[dekwan]

Hi Sylvester,

Looking at the Finesse documentation, the XML event you pasted does not match the Finesse Dialog event for non-voice. I believe that these events come from SocialMiner. In order to get the events from SocialMiner, you will need to connect to that XMPP service.

Thanx,

Denise

[sylvester]

Thx for reply Denise,

Is there any examples gadgets I could look at in creating a gadget to connect to the XMPP Service on SocialMiner or any documentation to do the same. I had a look in the Social miner developer guide and it only mentions an XMPP api for updating the config of the XMPP Server...

Also - I would only be concerned with (XMPP) events related to the finesse agent, so i assume I would have to be logged in with their JID??

Thx

Sylvester.

[dekwan]

Hi Sylvester,

Not that I know of. I would suggest posting on the SocialMiner community here: SocialMiner

Thanx,

Denise

[sylvester]

Hi Denise,

I have posted also on the SocialMiner community, however the forum doesnt seem to be that active...

Thx

Sylvester.

[dekwan]

The SocialMiner team is supposed to be watching that forum and reply to questions. Unfortunately I don’t have the knowledge to answer your question but I’ll forward it along to the socialminer team to get their attention.

THanx,

Denise

[sylvester]

Thanks for your help Denise, appreciated it.

Sylvester.