Queue Notifications

Finesse sends a queue notification every 10 seconds (if queue statistics change).

Note

Finesse sends notifications for this node only for a stand-alone Finesse deployment with Unified CCE. Notifications for this node are not sent for a coresident Finesse deployment with Unified CCX.

Format:

XML

Node:

/finesse/api/Queue/{id}

Source:

/finesse/api/Queue/{id}

Data:

Queue object

Payload (PUT): 

<Update>
    <event>{put}</event>
    <source>/finesse/api/Queue/{id}</source>
    <requestId>xxxxxxxxx</requestId>
    <data>
        <Queue>
            <uri>/finesse/api/Queue/{id}</uri>
            <name>Sales</name>
            <statistics>
                <callsInQueue>3</callsInQueue>
                <startTimeOfLongestCallInQueue>2012-02-15T17:58:21Z</startTimeOfLongestCallInQueue>
                <agentsReady>1</agentsReady>
                <agentsNotReady>2</agentsNotReady>
                <agentsTalkingInbound>3</agentsTalkingInbound>
                <agentsTalkingOutbound>4</agentsTalkingOutbound>
                <agentsTalkingInternal>5</agentsTalkingInternal>
                <agentsWrapUpNotReady>6</agentsWrapUpNotReady>
                <agentsWrapUpReady>7</agentsWrapUpReady>
            </statistics>
        </Queue>
    </data>
</Update>

Payload (DELETE): 

<Update>
    <event>{delete}</event>
    <source>/finesse/api/Queue/{id}</source>
    <requestId></requestId>
    <data>
       <Queue>
           <uri>/finesse/api/Queue/{id}</uri>
        </Queue>
     </data>
</Update>

Sample Notification Payload (PUT): 

<Update>
    <event>put</event>
    <source>/finesse/api/Queue/1004</source>
    <requestId>xxxxxxxxx</requestId>
    <data>
        <Queue>
            <uri>/finesse/api/Queue/1004</uri>
            <name>Sales</name>
            <statistics>
                <callsInQueue>3</callsInQueue>
                <startTimeOfLongestCallInQueue>2012-02-15T17:58:21Z</startTimeOfLongestCallInQueue>
                <agentsReady>1</agentsReady>
                <agentsNotReady>2</agentsNotReady>
                <agentsTalkingInbound>3</agentsTalkingInbound>
                <agentsTalkingOutbound>4</agentsTalkingOutbound>
                <agentsTalkingInternal>5</agentsTalkingInternal>
                <agentsWrapUpNotReady>6</agentsWrapUpNotReady>
                <agentsWrapUpReady>7</agentsWrapUpReady>
            </statistics>
        </Queue>
    </data>
</Update>

Sample Notification Payload (DELETE): 

<Update>
     <event>delete</event>
     <source>/finesse/api/Queue/1004</source>
     <requestId></requestId>
     <data>
         <Queue>
            <uri>/finesse/api/Queue/1004</uri>
         </Queue>
      </data>
</Update>

Notification Triggers:

Finesse publishes a notification

  • every 10 seconds, if queue statistics change

  • when a queue name changes

  • when a queue is deleted