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- About mneubacher
05-15-2019
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Member since
04-28-2016
15
Posts
2
Helpful
1
Solution
Created by
mneubacher
in Contact Center
in Contact Center
05-09-2019
06:43 AM
05-09-2019
06:43 AM
Thanks, Denise. Checked ES01 out today and it works :)
... View more
Created by
mneubacher
in Contact Center
in Contact Center
03-07-2019
12:44 AM
03-07-2019
12:44 AM
Hey Denise,
Thanks for your answer. In the sessions regarding release 12.0 they were promoting that we can use all the space in the header for custom gadgets.
The admin guide says: "The Horizontal Header on the Finesse desktop has the following components from left to right. All these components can be removed and replaced with custom gadgets as required."
Thanks,
Matthias
... View more
03-05-2019
09:32 AM
Hi Community,
I'm currently checking out the new capabilities with Finesse 12.0, but I'm failing to add a custom gadget to the horizontal header. It works when it's loaded in the regular tabs.
The code looks good/processed in the debugger, but the onConnect function is not called.
layout:
<headercolumn width="251px">
<gadget>/3rdpartygadget/files/TopBarGadget/TopBarGadget.xml</gadget>
</headercolumn>
gadget:
<?xml version="1.0" encoding="UTF-8"?>
<Module>
<ModulePrefs title="top bar sample gadget"
description="top bar sample gadget">
<Require feature="pubsub-2" />
<Require feature="setprefs" />
</ModulePrefs>
<Content type="html">
<![CDATA[
<!DOCTYPE html>
<!-- jQuery -->
<script type="text/javascript" src="/desktop/assets/js/jquery.min.js"></script>
<!-- Finesse Library -->
<script type="text/javascript" src="/desktop/assets/js/finesse.js"></script>
<body>
<div id="displayOut">Hello World!</div>
</body>
<script type="text/javascript">
// initialize the gadget
gadgets.HubSettings.onConnect = function () {
console.log("onConnect");
$(document).ready(function(){
console.log("onConnect - ready");
});
};
</script>
]]>
</Content>
</Module>
... View more
- Tags:
- finesse
- Finesse 12.0
Labels:
02-11-2019
08:37 AM
Hey Omar,
Thanks for that one (+your fast response)... it is essentially the same content that is available on the dCloud server as well.
But the samples with client library version 0.0.25 are outdated, because recent 11.6 installations use 0.0.28 and for 12.0 library version 0.0.33 is being shipped.
Changes are small and I can adopt the samples to the new version (+format the minified one).
But probably there's something more "official" available?
Thanks, Matthias
... View more
02-11-2019
08:15 AM
Hi all,
does anybody know where I can find the ECE JavaScript SDK including the samples? I didn't find it on the devnet site, installation media and not even on my servers (11.6/12.0).
Probably I'm blind, but I just found:
the recent minified library (egain-client-library-X.X.X.min.js) with the aqua template
outdated versions with samples in Chat and Email Lab v2 (dCloud)
Thanks,
Matthias
... View more
- Tags:
- ece
Labels:
Created by
mneubacher
in Contact Center
in Contact Center
09-25-2017
07:01 AM
09-25-2017
07:01 AM
Yes, I can provide logs. What are you interested in? Just Finesse and Social Miner or anything else like CTI Server / PIM, ... I've attached the relevant finesse desktop log. The test was done in DevNet PCCE 11.5 Sandbox. Steps to reproduce: login in agent to voice + task MRD (ID:5000) create task through API accept + start task close finesse desktop wait > 1 min until agent is automatically logged out of mrd (live data / real time report) task is still reserved on social miner no transfer / renotify is visible in the finesse logs (B96672F81000015E000000000A0A143C) For example if the user logs out using finesse, but not for the task MRD, requery is visible in the logs: login in agent to voice + task MRD (ID:5000) create task through API accept + start task logout on finesse desktop (not mrd) task transfer / renotify is visible in the logs (B9735BE31000015E000000170A0A143C)
... View more
09-18-2017
04:31 AM
Thanks, I've missed that. Thought that it's the same for calls and tasks
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09-07-2017
07:06 AM
We're currently implementing a new task routing workflow for a customer. During SocialMiner API and Finesse Client testing everything went well regarding rona. But in the ucce call flow we can't check if rona occured. Most customers require to increase priority if the call is requeued, but Call.RequeryStatus is always 0 and indicates that no rona occured. It's the same issue if dialogLogoutAction is set to transfer. The task will be requeued to the original script selector without notice that there was some kind of failure. Workarounds: For non real time applications (like document/e-mail routing), we'll set start timeout to a high value to limit the rona cases. However, there's still the issue with dialogLogoutAction... For real time applications like chat and for the dialogLogoutAction issue, we'll query Call.RouterCallKeySequenceNumber. If it's greater than 0, the task visited a call flow already, indicating that rona or dialogLogoutAction occured. This won't work if agents are required do transfers to script selectors, but we don't need that feature at the moment. If requeue on recovery occurs (e.g. pg cycle/failure), tasks are requeued with fresh RouterCallKeys and will start over with RouterCallKeySequenceNumber = 0.
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Labels:
Created by
mneubacher
in Contact Center
in Contact Center
09-04-2017
12:39 AM
09-04-2017
12:39 AM
Hi Denise, thanks for the information. Is there a bug id available already? Thanks, Matthias
... View more
07-27-2017
06:17 AM
Hi Craig, thanks for your answer. Unfortunately it's not listed in the Lab Catalog at all. I've checked it even with different users + browsers. If I try to reserve it via task routing landing page (Cisco DevNet: Task Routing -> Test your code in a PCCE Sandbox -> Reserve It Now), I'm getting the error "Sandbox lab not found". Thanks, Matthias
... View more
Created by
mneubacher
in Contact Center
in Contact Center
07-27-2017
01:48 AM
07-27-2017
01:48 AM
Actually I’ve found an issue when the agent loses connection to finesse after accepting a task. As long as the agent is able to log in within ~60s again, the dialog is still available agent. If the agent logs in after he was automatically logged out of the MRD (takes ~60s), the task will be stuck in reserved state on social miner and isn't presented to any agent again. The task is shown as handled in UCCE's rcds, realtime and historical data. This may happen when: the agent closes the browser without logging out the browser crashes there’s network issue between client and finesse server ... If the agent logs out via Finesse's logout functionality, the task is rerouted as expected. I was able to reproduce it at customer's site (UCCE 11.5), in my lab (UCCE 11.5) and with the Task Routing Sandbox in DevNet (PCCE 11.5). Our use case is routing of non real time media (email, letter, fax), where a task will be "lost" if this issue isn't handled. As workaround we're monitoring the time in state "reserved" via social miner api. If it's unreasonable long, we will either use task resubmission api with reNotifyReason "ROUTE_SERVICE_RECOVERY" and increase priority in the routing script or task closure api and submission api if variables should be altered as well.
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Labels:
07-27-2017
01:16 AM
Hi, I'm unable to find the PCCE 11.5 Sandbox this morning. Is this still related to the maintenance activity? Thanks, Matthias
... View more
Created by
mneubacher
in Contact Center
in Contact Center
07-27-2017
01:12 AM
07-27-2017
01:12 AM
Please have a look at the documentation regarding scripting. If you modify the script like shown here, the API will provide the EWT if applicable, otherwise -1: Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 11.5(1) - Example Scripts [C…
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Created by
mneubacher
in DevNet Sandbox
in DevNet Sandbox
01-30-2017
04:22 AM
01-30-2017
04:22 AM
Thanks, Craig... it's up und running again
... View more
01-27-2017
04:40 AM
Hi team, I'm experiencing problems with the PCCE 11.5 lab this week. I was able to solve most problems by canceling the active reservation and creating a new one. But today I'm not able to get a fully working lab up and running. For each reservation another machine failed. Usually a single machine isn't reachable from VPN and isn't even pingable from machines within the lab network. Status looks ok in lab management, no errors in output or activity view. Here's what happened today: 1st reservation: DAW PCCE-007 not available 2nd reservation: Progger 11.5 PCCE-010 not available 3rd reservation: Finesse 11.5 PCCE-004 & CUCM Publisher 11.5 PCCE-003 not available Thanks, Matthias
... View more
03-07-2019
Hey Denise, Thanks for your answer. In the sessions regarding release
12.0 they were promoting that ...
03-05-2019
Hi Community, I'm currently checking out the new capabilities with
Finesse 12.0, but I'm failing to ...
02-11-2019
Hey Omar, Thanks for that one (+your fast response)... it is essentially
the same content that is av...
02-11-2019
Hi all, does anybody know where I can find the ECE JavaScript SDK
including the samples? I didn't fi...
Created by
mneubacher
in Contact Center
09-25-2017
09-25-2017
Yes, I can provide logs. What are you interested in? Just Finesse and
Social Miner or anything else ...
09-07-2017
We're currently implementing a new task routing workflow for a customer.
During SocialMiner API and ...
Created by
mneubacher
in Contact Center
09-04-2017
09-04-2017
Hi Denise,thanks for the information. Is there a bug id available
already?Thanks,Matthias
07-27-2017
Hi Craig,thanks for your answer. Unfortunately it's not listed in the
Lab Catalog at all. I've check...
07-27-2017
Actually I’ve found an issue when the agent loses connection to finesse
after accepting a task.As lo...
07-27-2017
Hi,I'm unable to find the PCCE 11.5 Sandbox this morning. Is this still
related to the maintenance a...
Created by
mneubacher
in Contact Center
07-27-2017
07-27-2017
Please have a look at the documentation regarding scripting. If you
modify the script like shown her...
Public Statistics
| Date Registered | 04-28-2016 06:09 AM |
| Date Last Visited | 05-15-2019 12:03 AM |
| Total Messages Posted | 15 |
| Total Helpful Votes Received | 2 |
