General Questions relating to Cisco Finesse http://developer.cisco.com/c/message_boards/find_category?p_l_id=&mbCategoryId=2385942 2013-06-18T07:06:09Z 2013-06-18T07:06:09Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=16124857 2013-06-12T13:56:05Z 2013-06-12T13:56:05Z

There is not a Finesse web service API that allows an application to access the list of agents assigned to a particular skill group (queue). There is, however, the Get Queue List for User which allows an application to list all of the queues assigned to a particular user.

David Lender 2013-06-12T13:56:05Z Absaar Javed http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=16118183 2013-06-12T10:59:23Z 2013-06-12T10:59:23Z

In finesse there are skill groups which are known as Queues. Is there any finesse web service which allow to access the list of agents assigned of a particular skill group ?

Absaar Javed 2013-06-12T10:59:23Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15948927 2013-06-06T21:08:28Z 2013-06-06T21:08:28Z

Kevin, it appears to be a portal problem.  You should be able to subscribe to blogs for a Dev Center.  We are looking into it.

David Lender 2013-06-06T21:08:28Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15932212 2013-06-06T14:07:15Z 2013-06-06T14:07:15Z

You can create your own Finesse gadget using the finesse javascript library to receive a call (dialog) notification. You wouldn’t use the Finesse web service inside a Finesse gadget.

David Lender 2013-06-06T14:07:15Z Absaar Javed http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15932090 2013-06-06T14:01:52Z 2013-06-06T14:01:52Z

By attending call I mean that : whenever I receive a call, instead of attending the call from finesse desktop call control gadget button, I receive the call notification in a third party application and then I attend call from that app' (Obviously by using some web service if any).

Absaar Javed 2013-06-06T14:01:52Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15929854 2013-06-06T13:52:44Z 2013-06-06T13:52:44Z

I am not sure what you mean by an “agent to attend calls from a 3rd party application”. Finesse only allows you to handle calls from UCCE (or UCCX in Finesse 10.0) Finesse does have a WebServices API that allows you to create an application outside the Finesse agent desktop to handle UCCE agent state and call control.

David Lender 2013-06-06T13:52:44Z Absaar Javed http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15921559 2013-06-06T08:06:57Z 2013-06-06T08:06:57Z

Is there an Web Serivices API or any other way which allows an agent to attend calls from a third party application instead of finesse default call control gadget ?

Absaar Javed 2013-06-06T08:06:57Z Kevin Pickard http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15864823 2013-06-04T18:31:35Z 2013-06-04T18:31:35Z

Looks like the attached image is truncated....you can see the full image (showing the logged in status) via the attachments link.

Kevin Pickard 2013-06-04T18:31:35Z Kevin Pickard http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15864818 2013-06-04T18:30:15Z 2013-06-04T18:30:15Z

Thanks David. But it looks like only you guys (with Blog creation permissions) can see those buttons. I see the RSS and Subscribe buttons for Forums but not Blogs when I am logged in. See attached image (note the Logged in indicator at the top right).

Kevin Pickard 2013-06-04T18:30:15Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15864472 2013-06-04T18:10:05Z 2013-06-04T18:08:33Z

Under Blogs on the Community page you should see RSS (opens in new window) and a subscribe button. This subscribe button subscribes to all blogs for Finesse. You have to be logged to see the button. There are no prior blogs posted for new releases.  The product manager will post these moving forward.

David Lender 2013-06-04T18:08:33Z Kevin Pickard http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15864311 2013-06-04T18:02:44Z 2013-06-04T18:02:44Z

Thank you David. I did know that ES3 was out although I ran across that information by happenstance (hence my reason for wanting an automatic notification). I did take a look at the blogs but I don't see one specifically for Finesse releases yet. Also how do you subscribe to specific blogs? I see a subscribe to comments section but nothing for the blogs themselves.

Kevin Pickard 2013-06-04T18:02:44Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15862255 2013-06-04T16:06:16Z 2013-06-04T16:06:16Z

ES3 is released. In the future, the Finesse product manager will post a blog entry about each release. You can subscribe to Finesse blogs here http://developer.cisco.com/web/finesse/community

David Lender 2013-06-04T16:06:16Z Kevin Pickard http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15856936 2013-06-04T15:22:17Z 2013-06-04T15:22:17Z

David is there a way of signing up somewhere to be automatically notified when new Finesse releases (eg. ES3) are available?

Kevin Pickard 2013-06-04T15:22:17Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15823292 2013-06-03T17:15:21Z 2013-06-03T17:15:21Z

[quote=Claudio Illanes]Hi, Is there any way to assign a value to a call variable before Finesse attempts a dial out? I'm looking to have a gadget with a selectable drop down. Once selected, the value would be used in a call variable on any further dial outs. Thanks! Claudio[/quote]  Finesse does not currently support assigning a value to a call variable on the makecall request.  You can only set the call variable data after the call is placed and the Dialog's  participant action for the User shows 'UPDATE_CALL_DATA' as one of the Actions allowed.    There are plans to allow setting call data on the makecall (or transfer) in a future release.

David Lender 2013-06-03T17:15:21Z Claudio Illanes http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15822442 2013-06-03T16:12:29Z 2013-06-03T16:09:46Z

Hi, Is there any way to assign a value to a call variable before Finesse attempts a dial out? I'm looking to have a gadget with a selectable drop down. Once selected, the value would be used in a call variable on any further dial outs. Thanks! Claudio

Claudio Illanes 2013-06-03T16:09:46Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15655507 2013-05-28T17:00:35Z 2013-05-28T17:00:35Z

Senthil, The Finesse Agent Desktop does not support single sign on. You can however pass to your gadgets the same credentials that Finesse desktop uses. Once the agent is logged in to the desktop and the gadgets are rendered, each gadget has access to the credentials that were used to login (agentid and password). You have access to the configuration object using _config You would then obtain the authorization string from the _config object: authorization = _config.authorization; Then use the finesse.js getCredentials() function to convert the authorization string into the agentid and password. _util = finesse.utilities.Utilities; Credentials = _util.getCredentials(authorization); agentID = Credentials.id; pwd = Credentials.password; David

David Lender 2013-05-28T17:00:35Z Senthil Kumar Natarajan http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15591806 2013-05-26T01:12:22Z 2013-05-26T01:12:22Z

How to pass the user credentails (agent_ID and password) to a 3rd party gadget like CIM or Calabrio AQM portal?    I have agent use the same credentials for Calabrio and CIM, but hate to re-type it again manually once i login to Finesse. How to pass the credentials so i can login at the same time to all gadgets.   Thanks Senthil 

Senthil Kumar Natarajan 2013-05-26T01:12:22Z Juan Othmaro Menjivar http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15466804 2013-05-21T21:44:34Z 2013-05-21T21:44:34Z

Thank you very much for your help David, I'll be checking this code later today and will let you know any progress. I'm curious about the syntaxes’ because I'm using the html API reference available through the web site and it doesn't detail about handlers in the getPhoneBook method. How are we supposed to know which are the required handles for any method? You’re collaboration would be much appreciated.   Juan

Juan Othmaro Menjivar 2013-05-21T21:44:34Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15466643 2013-05-21T21:37:07Z 2013-05-21T21:34:30Z

The Finesse javascript library has been updated to include support for the PhoneBooks/PhoneBook APIs and is now available for download under the Tools directory.  I have also attached a PhoneBook sample to this post that is a modification of SampleGadget_Final to display the User's phonebook contacts at the bottom of the gadget.   If you have questions about using the PhoneBooks/PhoneBook API let us know.

David Lender 2013-05-21T21:34:30Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15451676 2013-05-21T21:36:15Z 2013-05-21T14:28:48Z

The user.getPhoneBooks api requires you specify callback handlers like this:   _phoneBooks = user.getPhoneBooks({            onLoad : _handlePhoneBooksLoaded,             onError : _handlePhoneBooksError           });    

David Lender 2013-05-21T14:28:48Z