Hello Finesse Developer Community –   We are developing the multi-agent Virtual Agents console application   I’m getting some unexpected DROPPED notification for the agent attempting a Consult Call – could you please check the Finesse log and try to tell why?   We are working on Cisco Attended Transfer  I’m trying to execute the Consult Call command , followed by the Transfer command. In the Consult Call the agent 42120 calls the  queue extension 5701322 (this call should supposedly be routed to the next available agent in the READY state, i.e. to the agent 41120).   SIP signaling-wise  a call indeed gets routed and connected to the agent 41120. Our application  gets the RESERVEDèALERTING è TALKING è ACTIVE state transition XMPP notifications from the Finesse. Meanwhile the agent 42120 initiating a consult call gets the …INITIATING è INITIATED è DROPPED   It is not clear from the Cisco logs why a consult call attempt could have been dropped - ?   From the SIP signaling perspective a consult call connects and then stays connected, regardless of that DROPPED event. From the Finesse perspective right after that DROPPED event I see the CF_GENERIC_OPERATION for the 42120 agent . In that DROPPED/error state it is not allowed to send  the TRANSFER command to the agent 42120 and compete the transfer   In the Finesse log, right before that DROPPED state notification,  I see the  following : No skill group name found.:  For callId 33563757, no skill group name found for skill group number 0   I wonder whether that “no skill group name found“ thing could have caused the DROP event? The CF_GENERIC_OPERATION error?     The Finesse log attached The time of a call is   Mar 21 2019 17:13:08.740     Please advise,   Thanks, VBashin ... View more

We are working on the SIP softphone application that is supposed to register  with the CUCM 11.x over the TLS transport and be able to send/receive calls.  SIP signaling-wise,  the phone may "impersonate" some certain Cisco  79xx phone models.   What would be the steps for obtaining a TLS certificate that we could install on the softphone so it could talk to the CUCM 11.x?   Thanks, VB   ... View more

We are working with our own Virtual Agent Console application utilizing the Cisco UCCX 11.6 sandbox lab   1) We are trying to logout the agent with some reason code (we are using ones specified in the Cisco Finesse Administration Console\Reasons - 22, 255, 32740, 32741, etc) -  none of that works . - The Finesse returns the NotFound response. Please advise what might need to be configured/added in the Finesse so it started working?   Logout works OK with no reason code specified. (also it works fine for NOTREADY with the reason code)   2) When trying to add some customer reason code - both for Not Ready and SignOut    - seems to be taking some huge amount of time or maybe just spinning the wheal - is that normal?   Thanks. ... View more

We have an issue when trying to execute our virtual agent-driven attended transfer operation. Please see the attached Word-file with the question.   With the CONSULT_CALL command sent to Finesse, we do NOT get any notifications on the original call dialog. We are getting the ACTIVE notifications only for both participants  of the new, consult call dialog.   ... View more