04-14-2020 08:57 AM - edited 04-14-2020 08:57 AM
Hello Everyone
How does one go about extracting the MediaSense session ID of an active call and displaying it as a Call Variable for Finesse operator ?
CISCO stated i would have to create a subscript within my UCCX script to pull that info ?
Currently we are able to display the Call Contact info of a caller no issue, but grabbing this session ID is where i'm stuck
Any help would be appreciated
Thanks
Solved! Go to Solution.
04-14-2020 11:18 AM
04-14-2020 09:11 AM
04-14-2020 09:39 AM
04-14-2020 09:55 AM
04-14-2020 10:14 AM
04-14-2020 11:11 AM - edited 04-14-2020 11:17 AM
right, then what that most likely means is the following: mediasense is not told about the call to be recorded until it's answered by the Agent. And most likely, MediaSense doesn't generate a SessionID until that time. However, as you may know the CallVariables are visible to the Agent upon Finesse switching to the Reserve state, which is slightly before the phone rings, and definitely before the recording starts.
This means, in order to show the Agent the SessionID, Finesse would need to make an API call to MediaSense after the Agent answers the call, and then retroactively update a place holder value for the SessionID. This will require a custom Finesse gadget to perform, or so I believe, and as such, you should now post your question in the Finesse developer forums here:
https://community.cisco.com/t5/contact-center/bd-p/j-disc-dev-contact-center
The amazing Denise Kwan @dekwan is sure to see it when she can, and she's brilliant with Finesse. Good luck!
Actually, now that I had to go over to that forum to get you the link, I did a quick search for MediaSense there, and there's quite a few results. Maybe read through them quick just to be sure you are not re-inventing the wheel. Again, good luck!
04-14-2020 11:18 AM
04-20-2020 09:21 AM
Awww. Thank you @Anthony Holloway ! I try my best to help as much as I can! And also a big thanks to you for helping folks out in the community!
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