Dialog API Parameters

uri

String

The URI to get a new copy of the object.

—

Yes

Yes

associatedDialog Uri

String

The URI to a Dialog object that is associated with this Dialog object.

/finesse/api/Dialog/dialogId

Yes

Yes

secondaryId

Numeric

The call ID value assigned to the secondary call.

—

Yes

No

mediaType

String

The type of media under which this dialog is classified.

The enterprise name of the Media Routing Domain (MRD).

Yes

Yes

state

String

The last state of this dialog.

For a list of possible values, see State (Dialog) Parameter Values.

Yes

Yes

fromAddress

String

The calling line ID of the caller.

—

Yes

No

toAddress

String

The destination for the call.

—

Yes

No

callbackNumber

String

In outbound calls, the customer number received by agent may contain the prefix added by dialer. This value indicates the actual number without any prefix.

—

Yes

No

This is applicable for CCE direct preview outbound calls.

mediaProperties

Collection

A collection of media-specific properties for the dialog.

—

Yes

Yes

-->mediaId

String

The ID of the MRD.

For voice, this value is always 1.

Yes

Yes

-->dialedNumber

String

The number dialed.

—

Yes

Yes

This parameter is empty for nonvoice tasks.

queueNumber

Numeric

The queue ID of the call.

—

Yes

Yes

queueName

String

The queue name of the call.

—

Yes

Yes

callKeyCallId

Numeric

The unique number of the call routed on a particular day.

—

Yes

Yes

Unified CCE only.

Numeric

Represents the call sequence number.

—

Yes

Yes

Unified CCE only.

callKeyPrefix

Numeric

Represents the day when the call is routed.

—

Yes

Yes

Unified CCE only.

-->callType

String

The type of call.

ACD_IN, PREROUTE_ACD_IN, PREROUTE_DIRECT_ AGENT, TRANSFER, OTHER_IN, OUT, OVERFLOW_IN, AUTO_OUT, AGENT_OUT, AGENT_INSIDE, ASSIST_CALL, BARGE_IN_CONSULT, CONSULT, CONFERENCE, EMERGENCY, SUPERVISOR_MONITOR, SUPERVISOR_WHISPER, SUPERVISOR_BARGE_IN, SUPERVISOR_INTERCEPT, OFFERED, CONSULT_OFFERED, CONSULT_CONFERENCE, NON_ACD, OUTBOUND, OUTBOUND_PREVIEW, OUTBOUND_CALLBACK, OUTBOUND_CALLBACK_ PREVIEW, OUTBOUND_PERSONAL_ CALLBACK, OUTBOUND_PERSONAL_ CALLBACK_PREVIEW, OUTBOUND_DIRECT_ PREVIEW, OO_RESERVATION_PREDICTIVE, OO_CUSTOMER_IVR, PLAY_AGENT_GREETING, RECORD_AGENT_GREETING, TASK_ROUTED_BY_ICM, TASK_ROUTED_BY_APPLICATION, UNMONITORED, VOICE_CALL_BACK.

Yes

No

-->DNIS

String

The DNIS provided with the call.

For routed calls, the DNIS is the route point.

—

Yes

No

-->wrapUpReason

String

A description of the call.

—

Yes

Yes

The maximum size of this parameter is 39 bytes (which equals 39 US English characters).

wrapUpItems

Collection

A list of multiple wrap-up reasons associated with this dailog.

—

Yes

No

Unified CCX only.

wrapUpItem

String

A description of the call.

—

Yes

No

Unified CCX only.

-->callVariables

Collection

A list of call variables associated with this dialog.

—

Yes

Yes

--->CallVariable

String

Contains the name and value of a call variable belonging to this dialog. The name indicates whether the variable is a call variable or an ECC variable

Call variable names start with callVariable#, where # is 1-10.

ECC variable names (both scalar and array) are prepended with "user". ECC variable arrays include an index enclosed within square brackets located at the end of the ECC array name (for example, user.myarray[2]).

Outbound Option call variables provide additional details about an Outbound Option call.

callvariable1 through callvariable10

ECC variables

The following Outbound variables:

• BACampaign

• BAAccountNumber

• BAResponse

• BAStatus

• BADialedListID

• BATimeZone

• BABuddyName

• BACustomerNumber (Unified CCX only)

For information about possible values for BAStatus, see Outbound Call Types and BAStatus.

Yes

Yes

Size:

• Call variable: 40 bytes

• ECC/named variable: Sum of all names, values, and index (if array) must be less than or equal to 2000 bytes. Each ECC variable value cannot exceed the length defined in the CTI server administration user interface.

participants

Collection

A list of all participants (both internal and external) involved in the dialog.

—

Yes

Yes

-->Participant

Collection

Information about one participant in the dialog.

—

Yes

Yes

--->actions

Collection

A list of actions that are allowed for a participant.

For a list of possible values, see Actions Parameter Values.

Yes

Yes

--->mediaAddress

String

Point of contact for the participant.

Possible values include the extension of an agent or ANI for a caller who are participants in the call.

For nonvoice dialogs, the value is the agent's id.

Yes

Yes

--->mediaAddressType

Collection

The device type specified by the mediaAddress.

AGENT_DEVICE or empty string

Yes

No

--->startTime

String

The UTC time when the participant initiated the call or the first time the participant call state becomes active.

Finesse uses the Finesse server timestamp (not the CTI even timestamp) to determine the startTime.

A time difference may exist between the Finesse server on side A and side B. Although they are synchronized using an NTP server, a few milliseconds of drift may exist. Therefore, the startTime may be different for a participant if Finesse fails over from side A to side B.

The start time in the format YYYY-MM-DDThh:MM:ss.SSSZ or an empty string

Yes

No

When an agent signs in with an extension that has an active call, Finesse does not have a call object tracking the call and sets the startTime for this participant as an empty string. If the call does have a participant who is an agent, Finesse can reuse the call object for the extension and the startTime is available For example, if an agent is on a call with a customer and then signs in, Finesse does not have the call object. If the agent is on a call with another agent and then signs in, Finesse can reuse the call object for the extension.

In a Unified CCE deployment, Finesse on side B is in standby and keeps track of agent states and calls. When failover occurs, Finesse can recover the startTime for the agent.

In a Unified CCX deployment, Finesse on side B does not have the agent state or call information. After failover occurs, Finesse sets the startTime parameter as an empty string.

--->state

String

The last participant state in a dialog.

For a list of possible values, see State (Participant) Parameter Values.

Yes

Yes

--->stateCause

String

The cause for the last participant state in a dialog.

BUSY, BAD_DESTINATION, SUPERVISOR_BARGE_IN, OTHER

Yes

No

This parameter is usually associated with a FAILED participant state.

--->stateChangeTime

String

The UTC time when the participant changed to the current state.

Finesse uses the Finesse server timestamp (not the CTI even timestamp) to determine the stateChangeTime.

A time difference may exist between the Finesse server on side A and side B. Although they are synchronized using an NTP server, a few milliseconds of drift may exist. Therefore, the stateChangeTime may be different for a participant if Finesse fails over from side A to side B.

The state change time in the format YYYY-MM-DDThh:MM:ss.SSSZ or an empty string

Yes

Yes

When Finesse cannot determine the stateChangeTime, this parameter is an empty string. For example, if a participant is in HELD state and a failover occurs, after failover, Finesse can determine that the participant is in HELD state but cannot determine when the call was put on hold. Therefore, Finesse sets the stateChangeTime parameter to an empty string.

In a Unified CCE deployment, Finesse on side B is in standby and keeps track of agent states and calls. When failover occurs, Finesse can recover the stateChangeTime for the agent.

In a Unified CCX deployment, Finesse on side B does not have the agent state or call information. After failover occurs, Finesse sets the stateChangeTime parameter as an empty string.

scheduledCallbackInfo

Collection

For Outbound Option campaigns, provides information about scheduled callbacks.

—

Yes

No

This parameters is provided only if a callback is scheduled for this dialog.

-->callbackTime

String

The callback time in the format YYYY-MM-DDThh:MM (for example, 2013-12-15T11:45). The time is in the customer's timezone.

Optionally, a full ISO-8601 format time string (ex. 2013-12-25T23:59:59 .9999999+03:00) can be sent, but everything beyond the minutes, including the time zone, is ignored.

—

Yes

No

This parameter is provided only if a callback time has been set.

Value returned in the BAReponse:

Callback MMDDYYYY HH:MM (for example, Callback 12072013 14:30)

-->callbackNumber

String

The phone number to call for the callback.

—

Yes

No

This parameter is provided only if a callback number has been set.

Value returned in the BAResponse:

P#<callbackNumber> ( for example, P#9780001)

dispositionCode

String

The reason the dialog ended.

For a list of possible values, see Disposition Code Parameter Values for Nonvoice Tasks.

No

Yes

callGUID

String

CVP Call GUID or Cisco Call GUID identifies the call and is available only when Unified CVP is part of the call flow. [Extracted from the Protocol Call Reference GUID from the CTI Agent_Pre_Call_Event of CTI version 24]

—

Yes

No

Unified CCE only

services

Collection

List of services available for this dialog.

AgentAnswers, Transcription, and Recording

Yes

No

Unified CCE only

serviceConfigId

String

This field is configured in Unified CCE against a Call Type and is configured on the CCE Admin page.

—

Yes

No

Unified CCE only