04-26-2016 11:06 AM
Hi, We installed a new Packaged UCCE 10.5 for 20 agents, We need communicate the UCCE with third party through Web Services, it's our first installation and I don't know very well the solution when integrate Web Services.
In the implementation I have Finesse 10.5 for both sides.
Can you help me with any experience or documentation?
I hope your comments.
08-17-2016 06:56 AM
08-18-2016 04:54 PM
Hi Paul,
Thanks for your help. Reviewing the doc you attached it seems that it might help us to achieve the goal that is needed.
I explain the situation a little bit more. We need to obtain the list of calls in queue when the following events occur:
Basically what we need is to have an updated list of the calls in the queue every time one of the events listed occur. As I said, it seem your proposal might be helpful. The data that we need for each call in queue is the callerID and the uniqueID of the call (which in Finesse is the dialogID).
Checking the database table structure specified in the doc, I have some questions in which we need help:
Also, to know a little more about this... what kind of data can we obtain from the GetSessionData in CallStartAPI and CallEndAPI classes? Where can we se the estructure of these classes (CallStartAPI and CallEndAPI)?
Your help is greatly appreciated.
Thanks,
Mario
08-19-2016 07:13 AM
Mario,
Provided you use a CVP Call Studio application to provide your call queuing treatment, the custom call start and call end classes can be used to insert and remove call entries from a named virtual queue. So, this will give you the list of calls in queue, updated on the enqueue/dequeue events, provided you invoke the Studio app once you've queued the call and provided you leave it there until the agent is selected or the caller abandons. The virtual/shadow queue can reside in any data repository you wish; in this example, a simple SQL database was used as that's what most people are familiar with and it's quick to implement for a quick proof of concept.
The callid variable available in CVP comes from the Cisco-Guid SIP header on the incoming call to CVP and is also the same as the CallGUID and media_id ECC variables available to ICM scripts. If you need to do any joins and correlation between the call at the desktop and the CVP data, just use that ID. The Finesse DialogID is derived differently and won't match the CVP callid but I don't see why that would pose any problems.
The caller's number is already available to the CVP application by default as one of the standard call data variables so you don't need to pass that explicitly from the ICM script. If you want to also include the original called DNIS in your calls in queue list you can access that in CVP via the _dnis session variable. Once you've created the shadow queue entry in the start call class you can use the CVP application and database element to add/modify data in the queue database record to make visible absolutely anything you wish regarding the call and what has happened while the caller is in queue. You don't have to do everything in Java; the custom classes are only necessary to provide start and exit handlers and can be coded to do the minimum necessary just to make the mechanism work.
CVP session data contains a number of fixed variables by default plus anything you choose to store for your own purposes in the CVP application. You can read and write session data using the standard application elements and don't normally have to do it from Java. Essentially, session data is just held in a Java HashTable with the data item name as the key.
To get more info on the start and end classes you should look at the CVP Javadocs which you can pick up from the doc folder on the CVP server down the C:\Cisco\CVP\... path. Also, the DevNet CVP developer area includes getting started info.
Hope that satisfies your immediate questions.
Paul
09-01-2016 04:41 PM
Hi Paul,
Thanks again for your support. We have been considering your advices although to be honest, there are some blank spaces in what we can understand because we are new in developing with ICM or CVP Studio. Even after we have reviewed developer guides and other Cisco documents, it hasn’t been easy to understand how to implement the Shadow Queue, maybe we lack experience…
There are a few more questions that have emerged:
I know it is too much to ask… but do you have an illustrative implemented example for the Shadow-Queue with ICM and CVP application? It can be a basic example and it doesn’t need to have real data, but it will really help us to understand better if we could see examples of the control flows that should be developed in both ICM and CVP Call Studio…
Again, thank you very much for all your help.
Mario.
09-02-2016 08:00 AM
Mario,
Working down your questions list ...
I hope this helps clarify things a bit more. I will have a dig around but I don't think I have an example I can just export and send to you as the last time I did this myself was many lab systems/years ago. Let me know if you have any more questions.
Paul
Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: