How to update an email contact's extension fields upon requeue request? (UPDATED)
I'm trying to update the extension fields (eg. emailReplyCc) of an email contact inside finesse and make it show on CUIC reports.
I'm invoking the "cisco-ms-rest-module.js" functions: updateContact(), getContact(), updateContactStatus() and requeueContact(), which belong to the following script file: https://<socialMiner-FQDN>/multisession/ui/js/ccp/cisco-ms-rest-module.js
What I've accomplished so far is:
I've got only one contact pushed to the Mail-CSQ of a certain user.
When that contact is accepted by the user, the following steps are executed:
to put that contact back to the same 'Mail-CSQ' with reason "email_requeue_trasfer" and repeat over the same execution cycle, i.e. continue executing from step (1). Invoking any of the two, either (2_1) or (2_2), should add a new record to db_cra.textcustomerdetails, if one doesn't exist already.
Now, the steps above update the contact just fine in the SocialMiner, however in the UCCX db_cra.textcustomerdetails database table the following undesired behavior is observed:
If the execution flow is (1, 2_1) then all steps work fine and the records are updated as required with a new record being added to the db_cra.textcustomerdetails table with the updated extensionFields.
If the execution flow is (1, 2_2 ... ), then the extensionFields are not updated at all in the records, i.e a new record is added but with the original (non-updated) extensionFields.
The INSERTed db_cra.textcustomerdetails record does NOT get updated at all, it is only inserted once, and that's it.
There is a similar action to step (2_2), this one gets executed by the system automatically. When the agent who is currently busy with the contact gets disconnected from the finesse session, the system requeues the contact to the same CSQ with a status reason "email_requeue_agent_disconnected". This has the same and exact behavior as step (2_2) described above, except that it happens automatically.
My question is: How to always update the extensionFields in the db_cra.textcustomerdetails database table? Which script file invokes this INSERT command or where does this update request is invoked?
Team, Here's an overview of Webex Teams Developer resources.Do you have a nice use-case, app, sample code, etc? Please comment and I will add it!
Webex Developer PortalDeveloper blog Developer suppor...
Did a little birdie tell you that there is a UI refresh of the Finesse desktop in 12.0? Are you worried that the custom gadget(s) that you spent so many hours building will no longer work? Did you hear that there will be agent to agent chat in this releas...
Reqested to display a CUIC report in Finesse Agent Desktop
User wanted stats from a report they had created in CUIC to be displayed as a new tab in Finesse Agent Desktop.
Attached is a solution I got to work us...
I am working on a Webex Teams Bot. It was quite complicated to find all the necessary information to have a running webhook in python. Therefore, I am sharing a simple way to do it here.
It is necessary to have
I wanted to test the custom logging functionality.
There's an easy Library to use.
I made a sample class that matches the Activity Log for Element entry events.