Is there any comprehensive documentation on event flows

[sidhantjain]

Hi , 

I am already building a web client to integrate with Finesse 11.6 based on UCCE deployment. I want to know if there is any documentation that states what events we would recieve during each state of a call ? Like event details during incoming call, outgoing call, starting a consult call, ending a consult call, adding a participant, dropping a participant etc.. 

It would greatly help me. Please let me know if any such documentation is available as currently I am trying everything manually and seeing what happens. 

[dekwan]

Hi,

There isn't a document that states what events will be received per se. In the API documentation for a specific API, it will tell you what notifications are triggered (sent) based on that action. For example, when a call is made (https://developer.cisco.com/docs/finesse/#!dialog%e2%80%94create-a-new-dialog-make-a-call/dialogcreate-a-new-dialog-make-a-call), it states that the notifications triggered is "Dialog notification". That means your client should expect a dialog event as a result of that action.

The design for the Finesse notifications is that clients should not expect events in a particular order. Doing so will only cause issues and lots and lots of corner case scenarios in the code. Instead, it should mimic the Finesse Agent Desktop and update the page blindly. So, if the client gets a dialog notification, just take all the values from the notifications and update the page. There is minimal logic on the client side. The events should have all the data necessary for the client side.

I hope that helps.

Thanx,

Denise

[sidhantjain]

Hi Denise, 

Thanks for your reply. You raise some good points. Is there any documentation how the finesse desktop implements this or how a client side application use the events to render the UI ie what event data would correspond to what. 

Also , I have witnessed cases like transfer and conference where I am expected to store the previous call ID and perform operations with a combination of primary ID and secondary ID and cases where I get the ALERTING state for the dialog after the DROPPED state. Would that not cause an issue because the ALERTING event is stale probably ? So would I not have the need for client side logic to ignore this event ? 

Thank you so much for all your help