cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
3070
Views
0
Helpful
5
Replies

OTHER_IN and AGENT_INSIDE Call types ?

I need the understanding of the OTHER_IN and AGENT_INSIDE call types, to handle those effectively. I have looked into the Cisco Finesse Web Service Guide but I haven't found sufficient information from there.

In the case of consult call sometimes the 1st dialog call type is "AGENT_INSIDE" and the second is "CONSULT_CALL" which is perfectly fine, but when I get "AGENT_INSIDE" in both dialogs which are confusing and mess up the code logic.

Same is the case when Consult call is alerting and it gives the "OTHER_IN or AGENT_INSIDE" in both of the dialogs and sometimes it works fine.

Note: I am using Finesse API

Any Help is appreciated !

1 Accepted Solution

Accepted Solutions

dekwan
Cisco Employee
Cisco Employee

Hi,

 

These call types are a pass through from the UCCE/UCCX CTI server message.

 

The UCCE CTI Server Guide: https://developer.cisco.com/site/cti-protocol/documentation/ 

According to the guide,

     OTHER_IN:  Inbound call

     AGENT_INSIDE:  Agent inside call.

 

The UCCX CTI Server Guide: https://developer.cisco.com/docs/contact-center-express/#!cti-protocol-dev-guide 

According to the guide:

     OTHER_IN: Non-ACD-Calls coming to an agent, from outside or from unmonitored devices.

     AGENT_INSIDE: Whenever an agent places a new call (non-consult), the default is CALLTYPE_AGENT_INSIDE and the call is reclassified to CALLTYPE_OUT if the calls goes off-switch.

 

When testing the scenario in my lab, I noticed the following behavior:

     1. If using the UI/Finesse API to perform the consult, you will get 1st AGENT_INSIDE then 2nd CONSULT_CALL

     2. If using the phone to perform the consult, you will get 1st and 2nd as AGENT_INSIDE

 

I wasn't able to reproduce the OTHER_IN due to the way my phones are set up, but according to the spec, OTHER_IN is an incoming call, so maybe another party was calling the agent rather than a consult?

 

I hope that helped.

 

Thanx,

Denise

View solution in original post

5 Replies 5

dekwan
Cisco Employee
Cisco Employee

Hi,

 

These call types are a pass through from the UCCE/UCCX CTI server message.

 

The UCCE CTI Server Guide: https://developer.cisco.com/site/cti-protocol/documentation/ 

According to the guide,

     OTHER_IN:  Inbound call

     AGENT_INSIDE:  Agent inside call.

 

The UCCX CTI Server Guide: https://developer.cisco.com/docs/contact-center-express/#!cti-protocol-dev-guide 

According to the guide:

     OTHER_IN: Non-ACD-Calls coming to an agent, from outside or from unmonitored devices.

     AGENT_INSIDE: Whenever an agent places a new call (non-consult), the default is CALLTYPE_AGENT_INSIDE and the call is reclassified to CALLTYPE_OUT if the calls goes off-switch.

 

When testing the scenario in my lab, I noticed the following behavior:

     1. If using the UI/Finesse API to perform the consult, you will get 1st AGENT_INSIDE then 2nd CONSULT_CALL

     2. If using the phone to perform the consult, you will get 1st and 2nd as AGENT_INSIDE

 

I wasn't able to reproduce the OTHER_IN due to the way my phones are set up, but according to the spec, OTHER_IN is an incoming call, so maybe another party was calling the agent rather than a consult?

 

I hope that helped.

 

Thanx,

Denise

I have a similar problem and would like to download this document:

https://developer.cisco.com/fileMedia/download/cc597fe1-83cb-404e-9500-70947780224a

But I get this error:

Your account does not have the appropriate access to display the requested page. Please contact your Cisco account representative for further direction.

Please advise.

Hi,

Sorry, looks like the links have been changed. Here is the UCCX CTI server link: https://developer.cisco.com/docs/contact-center-express/#calltype-values/calltype-values

And for others, the CCE CTI server link is here: https://developer.cisco.com/site/cti-protocol/documentation/

Thanx,

Denise

I try to download those documents, but I got following error 

Your account does not have the appropriate access to display the requested page. Please contact your Cisco account representative for further direction.

Hi,

 

Hm. There shouldn't be any permissions for these files. Which one were you trying to access?

 

Thanx,

Denise

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: