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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 !

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Cisco Employee

Re: OTHER_IN and AGENT_INSIDE Call types ?

Hi,

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

The UCCE CTI Server Guide: https://developer.cisco.com/fileMedia/download/a660f641-bea7-4602-8f76-520aeddb57f8

According to the guide,

     OTHER_IN:  Inbound call

     AGENT_INSIDE:  Agent inside call.

The UCCX CTI Server Guide: https://developer.cisco.com/fileMedia/download/cc597fe1-83cb-404e-9500-70947780224a

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
Highlighted
Cisco Employee

Re: OTHER_IN and AGENT_INSIDE Call types ?

Hi,

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

The UCCE CTI Server Guide: https://developer.cisco.com/fileMedia/download/a660f641-bea7-4602-8f76-520aeddb57f8

According to the guide,

     OTHER_IN:  Inbound call

     AGENT_INSIDE:  Agent inside call.

The UCCX CTI Server Guide: https://developer.cisco.com/fileMedia/download/cc597fe1-83cb-404e-9500-70947780224a

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

Highlighted
Beginner

Re: OTHER_IN and AGENT_INSIDE Call types ?

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.

Highlighted
Cisco Employee

Re: OTHER_IN and AGENT_INSIDE Call types ?

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

Highlighted
Enthusiast

Re: OTHER_IN and AGENT_INSIDE Call types ?

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.

Highlighted
Cisco Employee

Re: OTHER_IN and AGENT_INSIDE Call types ?

Hi,

 

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

 

Thanx,

Denise

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