UCCX 10.6 Finesse Workflow Conditions issue

[glennmartindell]

Hello,

I need some help with Finesse workflows and UCCX 10.6

I created an ECC variable that I'm populating in my script and I want to trigger a Finesse workflow from.

I've configured this variable to also display on my agents' Finesse desktops by adding to the Finesse Admin "Call Variables Layout"   This is working fine and the values are showing correctly in Finesse agent.

My problem is that I cannot use this variable to trigger a workflow.   The only way I can get this variable to trigger a workflow is if I set my condition to "is empty" or "is not equal to"  This leads me to believe that Finesse sees this variable as "empty" even though I am using the same variable to populate data for my agents.

I know that my workflow actions are good because they work if I set the variable above to "is empty"   I also know my ECC variable is defined correctly since it displays for my agents.

Am I missing something?   Any help is appreciated.

Thanks,

Glenn

[lohjintiam]

I'm trying to configure a simple http request workflow for all inbound calls when agent answers the call but the request is not triggered when that happens.

Any logs i can check to see why that is not triggered? 

Thanks!

-JT-

[glenn.martindell]

JT,

Make sure your workflow has been assigned to the correct team.   You'll need to close and re-open your Finesse agent to get the change to take.

Also, what variable are you using to trigger the workflow?   There is a bug in 10.6 when triggering a workflow using custom ECC variables.   As a test, you may want to try using a cpv and see if that successfully triggers your workflow.

Bug Id is CSCur97654

Glenn

[lohjintiam]

Hi Glenn,

If this workflow is meant for all teams do i still need to assign to all team individually?

I'm using callVariable2 | extension. Basically i want to trigger it for all calls.

Thanks!

-JT-

[glenn.martindell]

JT,

To my knowledge, a workflow needs to be assigned to all teams that will use it (somebody please correct me if I'm mistaken on this or if there is a way to assign to all teams by default)

If you want this to pop for all calls, what does your workflow condition look like?

Also, have you verified that your http request works correctly by placing the url in a browser window?

Glenn

[lohjintiam]

Will try it out with team assignment

My condition is callVariable2 is not empty OR extension begins with 3 (all agent extension)

Yup URL works fine by itself as its trying to send a request to another IP (wireshark OK) but no request received when done through Finesse workflow.

Thanks!

-JT-

[glenn.martindell]

JT,

Let us know if adding the workflow to the team(s) does or does not solve the problem.

If it does not, here is how I would approach:

Add callvariable 2 to the call variables layout to verify it is being populated to the agent as you expect

As a test, remove one of the conditions of the workflow

When all else fails, open a TAC case

Glenn

[lohjintiam]

Doesn't work either way

https://tools.cisco.com/bugsearch/bug/CSCus04310

https://tools.cisco.com/bugsearch/bug/CSCur97654

[lohjintiam]

Is there a way to set a condition which is always true for inbound calls? 

Thanks!

-JT-

[glenn.martindell]

JT,

You can always set two conditions.

condition 1 CallVariable1 is not empty

condition 2 CallVariable2 is empty

Make sure you set "How to Apply Conditions" to " If Any Conditions Are met"

That should trigger the workflow for all calls.

Glenn

[lohjintiam]

Hi Glenn,

Got this working! Thanks!

-JT-