Manual OB calls from Ready state [Finesse 10.5].

[Ritesh Desai]

Hi folks,

Client have raised query for making MANUAL outbound calls from READY STATE. Few group of agents handle Inbound as-well-as outbound. Usually, in finesse architecture agent can only make manual outbound calls from NOT READY state. Can we achieve this by making a gadget where agent becomes ready, while making OB call, finesse in backend changes to not ready and dials out....

Does anyone came with such requirement and have achieved....?

Hints or ideas appreciated....

Thanks & regards,

Ritesh Desai

[Chintan Gajjar]

Hi Ritesh,

is the requirement can only allow dial-out calls from finesse? user cant pick phone and dial-out?

[Ritesh Desai]

Dear Chintan,

Features like Conference and Transfer will also enabled for agents...

Thanks & regards,

Ritesh Desai

[Chintan Gajjar]

users can still conf and transfer from hard phone.

[Ritesh Desai]

Chintan,

This is requirement. Am researching on this requirement. They are not using Cisco.

regards,

Ritesh Desai

[Ritesh Desai]

hey folks,

Please refer to this URL for more clarification and solution.

URL: https://communities.cisco.com/thread/66409

regards,

Ritesh Desai

[Ritesh Desai]

Hi @gavenm10240

I heard you're having the same request. right?

You can refer to above thread https://communities.cisco.com/thread/66409

Basically, there is no such possibility by default in Cisco, you need to develop gadget / middle-ware which changes Agent state in backend.

Customer scenario

Customer uses their customized UI which sends events to Finesse Server. Middleware is developed to facilitate communication between Customer UI and Finesse Server.

How it works?

Customer is in READY state on customer UI. Customer clicks on MAKE CALL button and places OB call request. Middleware receives request and informs Finesse Server to change Agent state to NOT READY and place MAKE_CALL request. Call is placed from CUCM to VG. Agent state changes to TALKING while call is being connected.

Real-time Agent state is changed on Customer UI to keep Agent aware.

To subscribe to this you have to work on CISCO FINESSE NOTIFICATION EVENTS to receive the events. CISCO FINESSE NOTIFICATION SERVICE which is JAVA client-based architecture NOT server based architecture.

A good amount of coding is required.

Hope this help.

Please rate helpful posts.

thanks & regards,

Ritesh Desai.