I am using Finesse API to show agent details for supervisor. Currently I am showing agent name and state. I am retrieving that information using Team API.
Now I am looking for the way how to show phone number of customer who agent is talking with. I see that /User/[agentId]/Dialogs API method can be used to retrieve data about the caller. But this method has limitations and works only when Finesse user has administrator role.
Is there any way how Finesse user with supervisor role can retrieve information about active agent calls, specially extension of customer who called to agent?
Unfortunately not. The Finesse supervisor does not have access to the agent's calls unless they are silent monitoring/barge the call.
Try to look at the realtime api/schema
Best regards Thomas
Do know that the realtime schema is not officially supported because it is meant to be an internal API: https://community.cisco.com/t5/contact-center/uccx-realtime-stats/td-p/3420124
So, any support around the usage of this API will not be available.