09-15-2021 10:42 AM
Good day,
Solved! Go to Solution.
09-16-2021 02:22 AM
An Agent logs into the Side A or the Side B Finesse Server - both are active.
Both Finesse servers connect to the active CTI Server (which could active on the A or the B side ).
The CTI Server connects to the PG Services (and via the PG to the active PIM which is active only A or B side (which side it is active on is not necessary the same as the side as the active CTI server!).
So so the Active Side of the PIM, CTI server is not relevant for the agents and there is no point in reporting on it.
If you want to know how many agents are connected to Finesse A versus Finesse B - you can use the following API.
https://developer.cisco.com/docs/finesse/#connectedusersinfo
The only time this should be relevant is if you want to reboot / shutdown a Finesse server for an upgrade etc.
Gerry
09-16-2021 02:22 AM
An Agent logs into the Side A or the Side B Finesse Server - both are active.
Both Finesse servers connect to the active CTI Server (which could active on the A or the B side ).
The CTI Server connects to the PG Services (and via the PG to the active PIM which is active only A or B side (which side it is active on is not necessary the same as the side as the active CTI server!).
So so the Active Side of the PIM, CTI server is not relevant for the agents and there is no point in reporting on it.
If you want to know how many agents are connected to Finesse A versus Finesse B - you can use the following API.
https://developer.cisco.com/docs/finesse/#connectedusersinfo
The only time this should be relevant is if you want to reboot / shutdown a Finesse server for an upgrade etc.
Gerry
09-16-2021 07:36 AM
Thanks Gerry, much appreciated for detailed explanation....
Finesse API docs is useful...
09-21-2021 05:45 AM
Hi @Gerry O'Rourke , I don't think that will work in @thanvi200115673 's case though, from what I've found in the documentation that ConnectedUsers API is available in version12.6, not version 11.x like was mentioned?
You make very valid points re: not really needing this information but just FYI in case anyone else tried to run it, as we happened to be in that type of maintenance mode like you mentioned and I wanted to try it out.
09-21-2021 06:36 AM
Bill,
Yes - sorry - this is correct. I had missed that they were doing this on UCCE 11.X and that Finesse "ConnectedUser" API is not available until 12.6
Gerry
09-21-2021 09:00 AM
Noted, our environment will be upgraded to 12.6 soon, so no issue , thanks again.
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