1. Is it normal/expected for the customer to appear on the initial consult/transfer leg seen by Agent2?
No, the customer shouldn't appear on the initial consult. The sequence 2 doesn't seem quite right. Finesse receives these events from CCE/CCX. I would take a look at what the CTI is sending Finesse to confirm that this is what it is receiving, then take a look at the CTI logs. If it is indeed coming from the CTI, you would have to chase that down with CCE/CCX.
2. Is it normal/expected for this call leg then to be deleted before the original call with customer is presented to Agent2?
The order of events isn't guaranteed. So if all of the events are coming within milliseconds of each other, it is fine. The Finesse agent desktop just blindly displays whatever events it gets.
3. Is it normal/expected for the original call when presented to Agent2 to have callType "OTHER_IN"?
Scenario 1 is the typical situation I see. Again, this calltype usually sent by CCE/CCX, so it is whatever they want to put it. My suspicion is that you will have to chase it down through CCE/CCX.
Audio and Video Endpoints Knowledge Base
For one-on-one help with these products, you can open a ticket at https://developer.cisco.com/site/support/. For other products, please contact Cisco TAC at https://www.cisco.com/c/en/us/support/index.ht...
I want to find out how many agents are configured for an attribute. I have followed all the steps which are provided by the Cisco UCCE 11.6 API guide but I could not get the count. Is it possible to get a count of agents or not?
Collaboration Management Knowledge Base
For one-on-one help with these products, you can open a ticket at https://developer.cisco.com/site/support/. For other products, please contact Cisco TAC at https://www.cisco.com/c/en/us/support/index.html
Lately I have received a few requests from people asking if it was possible to Archive a Webex MessageSpace as in "download all messages".Interesting.
You can download all messages using the messages API but that leaves yo...