Supervisor role unable to read call state of users in REST API

[hallm8]

Hi guys!  

I have a user that has been assigned supervisor privileges and my intention is to monitor the call information of agents during regular intervals.  However, when I attempt to make an API call to gather the queue or dialogue, I see this message:

<ApiError>
        <ErrorType>Invalid Authorization User Specified</ErrorType>
        <ErrorData>XXXXXX</ErrorData>
        <ErrorMessage>The user specified in the authentication credentials and the uri don&apos;t match</ErrorMessage>
    </ApiError>

From the documentation located here, it says `The authenticated user tried to make a request for another user` for this error message and code.  

I have attempted to gain elevated privileges for this user in order to make calls for other users.  Here is what I have his roles set to:

<roles>
    <role>Agent</role>
    <role>Supervisor</role>
</roles>

When I check the documentation located here, it says this about required roles:

Agents can only get a list of their own dialogues, supervisors can get a list of dialogues associated to the agents in their teams, and administrators can get a list of dialogues associated with any user.

Unfortunately, the documentation does not appear to specify more than wanting an Administrator, so I am unsure how to proceed. What exactly am I missing in this user role in order to see call details of other users, specifically in user dialogue?  A guide or something would be great - I will need to send this off to someone to get the roles changed because I cannot do it myself.  

Thank you!

[dekwan]

Hi,

What version of Finesse are you using? Supervisor role to view the list of dialogs was added for Finesse 12.0. For documentation for previous versions of Finesse, take a look here: https://developer.cisco.com/docs/finesse/#!previous-documentation-pdfs

Thanx,

Denise

[hallm8]

Hi Denise!

Thank you for your response.  We are running Cisco Finesse v11.6(1).  

From your documentation, it says the following for Dialogue:

Agents and administrators can use this API.
Agents can only get their own Dialog object. Administrators can get any Dialog object.

 Perhaps I am not understanding this correctly - is an Administrator a role?  Can I assign a role to an agent to give him administrator permissions?  How would I go about giving a user administrative privileges?  

[dekwan · Accepted solution]

Hi,

Administrator is a role, but in UCCE, an agent cannot be an administrator. The administrator user is the OS user that was created when Finesse was installed.

For UCCX, I know you can assign administrators via the admin console, but I can't remember off the top of my head if that administrator role is reflected in Finesse.

Thanx,

Denise

[hallm8]

Thank you for taking the time to respond.