General Questions relating to Cisco Finesse http://developer.cisco.com/c/message_boards/find_category?p_l_id=&mbCategoryId=2385942 2013-05-20T05:06:36Z 2013-05-20T05:06:36Z Senthil Kumar Natarajan http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15394548 2013-05-19T14:21:30Z 2013-05-19T14:21:30Z

A1. Turned out to be user error. I was using 4 digit extension in my PG setup but my test phone is using 6 digit extension. Also i had to update my agent targetting rule for a successful login. A2 - i beleive i can change this in CTIOS setup but not sure if its supported in PCCE/Finesse. Anyone tried this and confirm if its working ? -Senthil

Senthil Kumar Natarajan 2013-05-19T14:21:30Z Senthil Kumar Natarajan http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15390904 2013-05-19T04:48:08Z 2013-05-19T04:48:08Z

New setup of PCCE 9.0.3 with Finesse 9.0.1 Q1 - I get the following error when i try to login. Please note this is Cisco 7945 and is registred with the CUCM. "The device associated with the extension or dial number specified is invalid" Q2 - How to make finesse use username instead of Agent ID?   TIA Senthil Natarajan

Senthil Kumar Natarajan 2013-05-19T04:48:08Z Joe Outzen http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15365560 2013-05-17T14:04:21Z 2013-05-17T14:04:21Z

[quote=David Lender]Could the reason codes 1000 and 1001 be user defined in either the System or Team reason codes?[/quote]   Not unless there's some hidden configuration that I'm not aware of.  (See attachment.)   I'll follow up with TAC and let you know what I find out.

Joe Outzen 2013-05-17T14:04:21Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15366012 2013-05-17T13:49:27Z 2013-05-17T13:49:27Z

Could the reason codes 1000 and 1001 be user defined in either the System or Team reason codes?

David Lender 2013-05-17T13:49:27Z Juan Othmaro Menjivar http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15348115 2013-05-16T22:33:28Z 2013-05-16T22:33:28Z

I'm in the process of writing my first Finesse Gadget and I'm trying to read Agent's PhoneBook, reading API documentation it points that I need to create an user object which I already did and it works because I'm pulling state and firstname and in order to read phone books I'm executing the following code:   var colPhoneBook; colPhoneBook = user.getPhoneBooks(); alert (colPhoneBook.lenght); /** I'm never seeing this popup **/   Any help would be appreciated.   PS. I already checked and I do have 2 phone books created and accessibility set to ALL USERS.

Juan Othmaro Menjivar 2013-05-16T22:33:28Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15348007 2013-05-16T22:13:30Z 2013-05-16T22:13:30Z

Joe, We don't find reason codes 1000 and 1001 defined internally.  Please open a TAC Case for CDN Developer Services by specifying Technology: Other and SubTechnology: CDN - Customer Contact Applications and we will investigate further to see when these codes are being written to the database. We will require PG and Finesse logs and you will need to obtain the logs for the timeframe of the occurance of the reason codes in the HDS database.  You will need to run a sql query against the HDS to obtain the Agent_Event_Detail records which contain the timeframes you will need for obtaining the Finesse and PG logs. David

David Lender 2013-05-16T22:13:30Z Joe Outzen http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15344057 2013-05-16T19:57:15Z 2013-05-16T19:57:15Z

[quote=Theodore Phipps]Reserved Codes in CCE : -1, -2, -3, 0, 32767, 50001, 50002,50003, 50004, 50005, 50010, 50020,50030,50040, 50042 ; 999 is a reserved reason sent by client to CCE for Forced Agent state change [/quote] [quote=David Lender]UCCE Reason code definitions are found in the UCCE Database Schema http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_9_0_1/reference/guide/UCCE_BK_D832C827_00_database-schema-guide.pdf See pages 674-675[/quote] I had already seen those lists of codes, but it doesn't really get to the root of my question. In Agent_Event_Detail, I have records with ReasonCode = 999, 1000, and 1001. I don't have any of these codes configured in Finesse; therefore I'd assume that either Finesse or CTIOS are setting them automatically.  I've figured out the scenario for 999, but 1000 and 1001 are still a mystery to me.   I did find a description of a reason code 1000: "ACD voice. The system issues this reason code when an agent is in the Ready state for both voice and e-mail, and then receives an ACD call and the e-mail state changes to the e-mail Not Ready state." (CDA User Guide for UCCX 8.5, page 28)  Even if this description carries over to Finesse for UCCE, it doesn't match my scenario - the environment is voice-only.  So that doesn't help much, though it does reinforce my belief that these codes are system-generated.   Any other ideas?

Joe Outzen 2013-05-16T19:57:15Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15342383 2013-05-16T18:56:27Z 2013-05-16T18:56:27Z

UCCE Reason code definitions are found in the UCCE Database Schema http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_9_0_1/reference/guide/UCCE_BK_D832C827_00_database-schema-guide.pdf See pages 674-675

David Lender 2013-05-16T18:56:27Z Theodore Phipps http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15340850 2013-05-16T18:30:15Z 2013-05-16T18:30:15Z

Reserved Codes in CCE : -1, -2, -3, 0, 32767, 50001, 50002,50003, 50004, 50005, 50010, 50020,50030,50040, 50042 ; 999 is a reserved reason sent by client to CCE for Forced Agent state change  

Theodore Phipps 2013-05-16T18:30:15Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15339546 2013-05-16T18:13:27Z 2013-05-16T18:13:27Z

Here is a feature comparison between CAD,CTIOS, and Finesse http://www.cisco.com/en/US/partner/prod/collateral/voicesw/custcosw/ps5693/ps11324/product_bulletin_c25-695211.html

David Lender 2013-05-16T18:13:27Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15340548 2013-05-16T18:09:51Z 2013-05-16T18:09:51Z

Cisco Finesse is the preferred solution for thin client agent desktop. Finesse server has a direct connection to CTI Server, just as CTIOS Sever does. Finesse does not use CTIOS Server. CTIOS Web service is available from custom engineering team. For more information about CTIOS Web Service, contact custom-application-request@cisco.com<mailto:custom-application-request@cisco.com> They should be able to help you determine if the CTIOS Web Service is right for you.

David Lender 2013-05-16T18:09:51Z Basudeb Acharyya http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15338838 2013-05-16T17:41:12Z 2013-05-16T17:41:12Z

Actually, we need  get rid of Client side intallation. Recently I have gone through the term CTIOS Web Service solution. Could you please explain the following things: Difference between  CTIOS Web Service and CISCO Finesse. For CISCO Finesse solution, whether CISCO FINESSE will replace the existing CTIOS servers.    

Basudeb Acharyya 2013-05-16T17:41:12Z Joe Outzen http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15336402 2013-05-16T15:57:13Z 2013-05-16T15:57:13Z

Are the system reason codes documented anywhere?  So far I haven't found them. I've figured out that 999 means supervisor log out.  But I've got a customer that's seeing sporadic 1000 and 1001, and I haven't been able to figure out what those are yet.

Joe Outzen 2013-05-16T15:57:13Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15198873 2013-05-13T15:30:22Z 2013-05-13T15:30:22Z

A supervisor can subscribe to receive notifications for users on their team.

David Lender 2013-05-13T15:30:22Z Sofia Oliveira http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15198395 2013-05-13T14:56:32Z 2013-05-13T14:56:32Z

[quote=David Lender]Subscribing to every node by an admin user has not been tested by engineering and is therefore not supported.[/quote]   Hi David, Is it possible to receive all notifications with the same user, even if is not admin user?   Thanks, Sofia

Sofia Oliveira 2013-05-13T14:56:32Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15197437 2013-05-13T14:52:31Z 2013-05-13T14:52:31Z

Subscribing to every node by an admin user has not been tested by engineering and is therefore not supported.

David Lender 2013-05-13T14:52:31Z Sofia Oliveira http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15187120 2013-05-13T09:24:39Z 2013-05-13T09:24:39Z

[color=#1f497d]Hi, [/color] [color=#1f497d]We are currently developing a web based application that will use finesse 9 API's as interface with UCCE and we are using java as dev technology.[/color] [color=#1f497d]As we need to receive notifications concerning every finesse agents, we must login in XMPP server with an administrative user.[/color] [color=#1f497d]The objective of this operation is to receive all agents dialogs state in a centralized way. [/color] [color=#1f497d]So we are subscribing every node as “/finesse/api/User/{id}” using the same login.[/color] [color=#1f497d]We are using the finesse admin user to do this, but we receive the following error: SASL authentication PLAIN failed: not-authorized[/color] [color=#1f497d]Can you help us?[/color] [color=#1f497d]Thanks in advance,[/color] [color=#1f497d]Sofia[/color]

Sofia Oliveira 2013-05-13T09:24:39Z Olivier MENAN http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14973780 2013-05-06T15:28:11Z 2013-05-06T15:28:11Z

Thank you. I'm calling her !!

Olivier MENAN 2013-05-06T15:28:11Z Kevin Pickard http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14973706 2013-05-06T15:24:11Z 2013-05-06T15:24:11Z

Olivier we are located in Canada so the country code is 1.  The full number would be +1 905-660-0969 extension 368.

Kevin Pickard 2013-05-06T15:24:11Z Olivier MENAN http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14973577 2013-05-06T15:18:16Z 2013-05-06T15:18:16Z

  Hello Kevin. Thank youPlease, can you give me the full phone number ? Regards,

Olivier MENAN 2013-05-06T15:18:16Z