UCCX 10.6 chat notification

[Graham Old]

I was looking for a way to give a UCCX agent a more "in your face" notification of a chat session being offered.

Looking through the Finesse API it seems to be very short on any information about chat or emails being queued to an agent.

Is chat and email information even available in the UCCX Finesse API?

Graham

[ewindgat]

You might want to consider Social Miner, a Cisco product.

[Graham Old]

Yes, I have looked through the Social Miner API and I don't see anything there.

What I was hoping to see would be an XMPP notification of a chat session being offered to an agent. You can get that sort of notification on Voice but chat and email notifications seem in short supply.

Finesse must have this information as the NonVoiceControl gadget is Finesse based and that is offering the Chat to the agent

Graham

[ewindgat]

Unfortunately, there is no chat, as you mention, available.

[StepanenkoO · Accepted solution]

Hi, Graham!

Try to subscribe on uccx.api.agent.%agentID%:

gadgets.Hub.subscribe("uccx.api.agent."+user.getId(), _dataRequestHandler);

and than just catch messages in _dataRequestHandler that have:

<event>post</event>

<payloadType>ContactEvent</payloadType>

<eventCause>22</eventCause>

<mediaType>chat</mediaType>

or

<mediaType>email</mediaType>

[michael.manea1]

Hi Oleksii, how do i do that? Subscribe on uccx.api.agent ....?

Sorry if this is a easy question.

[StepanenkoO]

Hi!

Here is good example how use subscribe method: GitHub

[michael.manea1]

Hi Oleksii,

i had a look at the link you posted, but to me honest i don't get it how to subscribe on the uccx.api.agent...
to get a notification when a new Chat arrives.

Can you may support me?

Best regards
Michael