When an Agent Makes an outbound call or consult Transfer (and I assume the same for a blind transfer), the call is routed from CUCM to the SIP trunk - which is a CUBE in your case?   Cisco CUCM does as far as I am away and from the test I have done - always include a Cisco GUID in the SIP invite. However CVP won't have any idea of this Cisco GUID - as it will only be aware of the Inbound Call Leg. Finesse will have its dialog ID - which is from CUCM. It can also get CVP Call ID if configured.   But It will never know the Cisco GUID on the outbound call. While Finesse would be aware of the CUCM Call ID (not the same as the Cisco GUID in the SIP Invite).   You can set CUCM / Agent Phones for Gateway Preferred on the Phone Device on CUCM if you need the audio stream from the CUBE. CUBE is configured to use XMF (extended Media Forking). And this way you could use CUCM CTI tagging and a more standard approach to recording.   Not sure if there is a perfect solution if using Network CUBE recording...Sorry!   Gerry   ... View more

CVP does not (usually) generate its own Call ID. It converts the the Cisco GUID (which in the SIP message is in decimal) to Hex. Since CUBE and CUCM both create a Cisco GUID in a supported environment a Cisco GUID will always exist in the SIP Invite. If a SIP Invite does not contain a Cisco-GUID, e.g. call from a 3rd party SIP device, then CVP will generate it own.   Gerry ... View more

Correct you would not see this in the SIP logs.   But they are in the CUCM logs and in the CUCM CDRs. The Finesse Dialog ID is taken from the CUCM via the CCE CTI server (CCE CTI server gets it from CUCM via JTAPI)   https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/jtapi_dev/11_5_1/CUCM_BK_C04D9E75_00_jtapi-developers-guide_1151/CUCM_BK_C04D9E75_00_jtapi-developers-guide_1151_chapter_011.html   Its a unique ID.  And a Call Recording solution would usually using CUCM to record the calls and have a CTI feed from CUCM to get extra tagging data.   Example 1) CUCM Agent phones are enabled for Call Recording. 2) CUCM sends a SIP invite to the recorded and instructs the Phone to send a audio stream to the recorder. See CUCM documentation on Recording Profiles.   Gerry ... View more

A better design might be to use the Finesse Dialog ID - which is the same as the CUCM Call ID. Since all agents / CUCM calls would have their own Call ID. Gerry ... View more

P.S. see this link https://community.cisco.com/t5/collaboration-documents/what-is-guid-and-where-it-originates/ta-p/3620885 ... View more

Call GUID is added by the Gateways / CUBE. So CVP or ICM are not adding it as such. Although if it does not exist - I think CVP might add it...(not 100% sure).   When the agent manually dials out PSTN endpoint-2, Will it always bypass CVP and ICM and make a direct connection with CUCM? Is this a standard expected behavior? Yes. This is typical.   Outbound calls to a PSTN number from an agent would route directly from CUCM to a CUCM SIP trunk which would be a Cisco Gateway or a CUBE.   The Gateway / CUBE would add a GUID to the Call at the Gateway level - you could see this via enabling CDR at the Gateway. You could look at SIP debug at the gateway for this outbound call.   Is there any other option available to route the Outbound call made from Agent to PSTN Endpoint-2 via CVP and ICM so that call variables like “Call GUID” are populated in such transfer scenarios to external parties? (Please note Outbound SIP dialer/ Outbound Campaign will not be used here to make an outbound call from Agent) I don't see this achieving what you want. You could route a call via CVP / ICM - but is messy. You could have a CVP app - which asks your agent to "please enter the number you want to dial" - and then it could routes out to CUCM and out to the SIP trunk or even directly to the SIP Gatways / CUBEs.   What are you using the GUID for? What are you trying to achieve?   Gerry ... View more

Eric,   Would this work for you? So you know when Finesse is out of service?   https://pubhub.devnetcloud.com/media/finesse/docs/guides/javascript-library/symbols/finesse.clientservices.ClientServices.html   registerOnDisconnectHandler(handler) Add a callback to be invoked when any of the following occurs: Finesse is no longer IN_SERVICE The BOSH connection is lost The presence of the Finesse user is no longer available If any of these conditions are met at the time this function is called, the callback will be invoked immediately.   Gerry ... View more

Eric,   The External Reset API Sample Gadget uses the Finesse System Info API. Here it is: https://github.com/CiscoDevNet/finesse-sample-code/tree/master/ExternalRestApiSampleGadget   And here are the other sample gadgets: https://developer.cisco.com/docs/finesse/#!sample-gadgets/sample-gadgets   Gerry ... View more

This issue occurred for me. It was just to the Machine I was using the client on not having access to the internet. After the Client downloads the JNPL file and then from it downloads the Java JAR files, it attempts to verifies the certs against an oracle Certificate Authority (Checking for cert revocation). Because the machine has no internet access this fails. But it takes 2 min before this revocation times out and by this time the temp password used (and visable) in the JNPL file has expired.   This issue can be addressed by disabled Cert Revocation checks. Control Panel -> Java -> Advanced Tab (note: another workaround is downloading the JNPL file and substituting the temp username & password with the CIMC admin username & password).   Gerry   ... View more

Vincent, Apologies - I had a typo in my reply - you don't need to edit or create any custom code to do this. Just use standard digits element. Put a screen shot of the audio tab in your digits element and the main tab of the digits element in this query - so we can see your config. Gerry ... View more

Vincent,   This is all very possible to do without any custom code - i.e. using the standard elements. Have a look at your Audio Element in your Digits element and perhaps screen shot it and your section of your app so we can get a clearer picture of how it is set up.   Your audio element can use a non static audio value, e.g. a a session variable, which you can change so when you enter the digits element for the second time - it gives an alternative audio prompt (if you change the session variable prior to go back into the element). Not sure if that exact what you want.   Or if you are really cannot get it to work as you want - you can use a manual approach. Set the Digits Element no input and no match to '1' - and after you exit the digits element set a counter and check how many times you have got a no input and change the sessions variable for the audio prompt to what you want and then reenter the same digits element again or go somewhere else. Hope that make sense!   Gerry     ... View more