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Supervisor retrieving active calls for team members

AzTechAT
Level 1
Level 1

Hello, 

we have two issues regarding the supervisor functionality hoping someone experienced the same and have a solution for us ;-).

 

Calling "http://finesse1.xyz.com/finesse/api/User/84737/Dialogs" from a dedicated supervisor login returns with "401 Unauthorized", but setting a subscription for "/finesse/api/User/84737/Dialogs" does not send the current active calls, only the next state change or calldata change is sent.

How can we solve this to get the active calls when presenting the agent to a supervisor UI (e.g. to monitor a call)?

 

Second issue we face is regarding the NotReady reasons:

 

Calling

"http://finesse1.xyz.com/finesse/api/Team/<teamid>?includeLoggedOutAgents=true"

results in...

<User>

                <dialogs>/finesse/api/User/84737/Dialogs</dialogs>

                <extension/>

                <firstName>Schulung</firstName>

                <lastName>Meesen</lastName>

                <loginId>84737</loginId>

                <mediaType>1</mediaType>

                <pendingState/>

                <state>LOGOUT</state>

                <stateChangeTime>2020-04-01T06:50:06.074Z</stateChangeTime>

                <uri>/finesse/api/User/84737</uri>

</User>

...there are no reasons provided.

But setting a subscription for "/finesse/api/Team/<teamid>/Users" does not send the current status, only the next agent state change is sent.

How can we solve this to get the actual reasons for team members when presenting the members to a supervisor UI?

 

Many thanks in advance!

Markus

 

Finesse version: Cisco Finesse v11.6(1)
UCCE version: UCCE 10.5.3

4 Replies 4

dekwan
Cisco Employee
Cisco Employee

Hi,

 

For your first issue:


@AzTechAT wrote:

Calling "http://finesse1.xyz.com/finesse/api/User/84737/Dialogs" from a dedicated supervisor login returns with "401 Unauthorized", but setting a subscription for "/finesse/api/User/84737/Dialogs" does not send the current active calls, only the next state change or calldata change is sent.

How can we solve this to get the active calls when presenting the agent to a supervisor UI (e.g. to monitor a call)?


Since you are on Finesse 11.6, you need to take a look at the developer guide for that version which can be found under Previous Documentations (https://developer.cisco.com/docs/finesse/#!previous-documentation-pdfs). The direct 11.6 link is:https://pubhub.devnetcloud.com/media/finesse/docs/downloads/previous-documentation/developer-guide/Cisco_Finesse_Web_Services_Developer_Guide_Release_11.6(1).pdf.

 

Using this documentation, the security constraints for the API "http://finesse1.xyz.com/finesse/api/User/84737/Dialogs" states: Agents can only get a list of their own dialogs. Administrators can get a list of dialogs associated with any user. So, in this version, the supervisor is not authorized to use this API and therefore the 401 is correct.

 

Now for the subscription to "/finesse/api/User/84737/Dialogs", this is not supported. Nothing will stop you from doing it though. So, in this node, it will only send an event when the agent gets a new dialog or when a dialog gets removed. You will not get events when the dialog itself gets updated.

 

If you are just trying to figure out when to enable the monitor button, the Finesse agent desktop just looks at the agent's state of TALKING and enables the button.

 

 

For your second issue:


@AzTechAT wrote:

Calling

"http://finesse1.xyz.com/finesse/api/Team/<teamid>?includeLoggedOutAgents=true"

results in...

<User>

                <dialogs>/finesse/api/User/84737/Dialogs</dialogs>

                <extension/>

                <firstName>Schulung</firstName>

                <lastName>Meesen</lastName>

                <loginId>84737</loginId>

                <mediaType>1</mediaType>

                <pendingState/>

                <state>LOGOUT</state>

                <stateChangeTime>2020-04-01T06:50:06.074Z</stateChangeTime>

                <uri>/finesse/api/User/84737</uri>

</User>

...there are no reasons provided.

But setting a subscription for "/finesse/api/Team/<teamid>/Users" does not send the current status, only the next agent state change is sent.

How can we solve this to get the actual reasons for team members when presenting the members to a supervisor UI?


Per documentation, "http://finesse1.xyz.com/finesse/api/Team/<teamid>?includeLoggedOutAgents=true" should have the reason code, but I think it might be only for NOT_READY state. If I remember off the top of my head, the team performance gadget does not show the LOGOUT reason codes. Can you see if you can see the NOT_READY reason codes?

 

That is correct that "/finesse/api/Team/<teamid>/Users" does not send the current status. It only sends any event after the subscription started (next agent state change).

 

Using the above API is what you need to get the current agent state for the agents.

 

Thanx,

Denise

Hi Denise,

 

thanks for your answer.

 

Regarding the second issue: it is solved. We receive the Reasons when agent is in NOT_Ready state

 

Regarding the first issue:

 

Does that say, that in Finesse Version 20.0 http://finesse1.xyz.com/finesse/api/User/84737/Dialogs is available for supervisors for their team members?

 

Your answer to subscription for /finesse/api/User/84737/Dialogs:

Now for the subscription to "/finesse/api/User/84737/Dialogs", this is not supported. Nothing will stop you from doing it though. So, in this node, it will only send an event when the agent gets a new dialog or when a dialog gets removed. You will not get events when the dialog itself gets updated.

 

Our experience is, that we get all updates for the dialog, but thats fine.

 

Kind Regards

 

 

 

 

Hi,

 


@AzTechAT wrote:

Does that say, that in Finesse Version 20.0 http://finesse1.xyz.com/finesse/api/User/84737/Dialogs is available for supervisors for their team members?


Per documentation yes, it seems like Finesse 12.0 allows supervisors to access that API (https://pubhub.devnetcloud.com/media/finesse/docs/downloads/previous-documentation/developer-guide/Cisco_Finesse_Web_Services_Developer_Guide_Release_12.0(1).pdf)

 


Your answer to subscription for /finesse/api/User/84737/Dialogs:

Now for the subscription to "/finesse/api/User/84737/Dialogs", this is not supported. Nothing will stop you from doing it though. So, in this node, it will only send an event when the agent gets a new dialog or when a dialog gets removed. You will not get events when the dialog itself gets updated.

 

Our experience is, that we get all updates for the dialog, but thats fine.


Actually, you are right. It gets all of the dialog events for that user. I was thinking about the dialogs from the gadget perspective where you have to subscribe to the dialog itself to get the events for individual dialogs. Sorry, juggling lots of things at the same time right now.

 

Thanx,

Denise

Hi Denise,
thanks for your answer. We will soon have a testenvironment with Finesse 12.0 installed and be able to check accessability of http://finesse1.xyz.com/finesse/api/User/84737/Dialogs for supervisor. I will update you
Kind Regards
Karl
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