Hello,
TL;DR:
Is there a way to modify or close a task submitted via CCP (SocialMiner) once it has already been assigned to an agent?
Details:
I have an integration between UCCE (12.5) and CCP for task routing, with tasks configured as uninterruptible.
The workflow is:
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A task is delivered to an agent
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The agent accepts and processes it in an external system (task contains URL to external system)
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Once complete, only the external system knows the task is finished and that it should be closed on the UCCE side
I’m looking for a way to either:
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Update the active task so that Finesse (via a change of the non-voice Dialog in custom gadget) is notified, allowing me to close it from within the gadget, or
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Close the task directly from the external system (e.g., through an API on CCP or UCCE).
I can’t call Finesse REST APIs from the external system, as Finesse is in full SSO mode and I don’t have access to the agent’s SSO token (and I don't want to have access to the tokens)
With CCP’s API I can close tasks, but only if the task hasn’t yet been assigned to an agent
I’d prefer to avoid direct CTI integration if possible
I’d also like to avoid polling or maintaining a websocket/SSE between the custom gadget and the external system just to track task completion
Question:
Does UCCE/CCP provide any built-in mechanism to handle this scenario?
I know ECE seems to achieve something similar, but I assume it uses a much deeper CTI integration with UCCE than what CCP offers.
Thank you
