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Participant

UCCX SST Transfer

I am trying to build a gadget or create a workflow on UCCX that once a call is terminated by the agent, the workflow/gadget will trigger a transfer to a supervisor based on a variable that comes into the call. I was wondering if anyone has been able to build anything similar to that using the Single Step Transfer on the developer site below

 

 

https://developer.cisco.com/docs/finesse/#!dialoginitiate-a-single-step-transfer/dialoginitiate-a-single-step-transfer

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Cisco Employee

Re: UCCX SST Transfer

Hi,

 

From a Finesse perspective, the SST API that you are referencing will not work when/after the call is terminated. The only workaround you can do is that you can build a custom gadget that has a button that calls the SST API, but the agent needs to be trained to push that button rather than the existing end call button (assuming the existing call control gadget is still visible).

 

There is a similar sample gadget that is a click to call (Uses the Make call API): https://github.com/CiscoDevNet/finesse-sample-code/tree/master/ClickToCallSampleGadget

 

You can use the dialog's initiateDirectTransfer JS API: https://pubhub.devnetcloud.com/media/finesse/docs/guides/javascript-library/symbols/finesse.restservices.Dialog.html#initiateDirectTransfer

 

Thanx,

Denise

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