Dialog APIs

Finesse obtains the dialogId value from the CallID value defined for the calls by the CTI Server. With some call flows, the messaging between Finesse and the CTI Server refers to an updated CallID value. In most cases, the updated CallID value maintains a relationship to the original CallID value, and therefore Finesse maintains the same dialogId value for the duration of the call flows. However, there are some call flows in which the CallID and dialogId change permanently (for example, in a conference). If you require a better understanding of the relationship between the CallID and dialogId values, you can perform some test call flows and view the webservices logs.