Supported Functionality for Voice and Nonvoice Dialogs
The following are the major differences between supported functionality for voice and nonvoice dialogs:
Users cannot initiate nonvoice dialogs; nonvoice dialogs are always incoming.
Nonvoice dialogs can be blind transferred only. Direct transfer is not supported.
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Nonvoice dialogs support only one agent participant. Consult and conference are not supported.
Dialog Object and Parameters for Nonvoice Tasks
The same Dialog object is used for voice calls and nonvoice tasks. The Dialog object includes mediaId and mediaType parameters that indicate the Media Routing Domain with which the dialog is associated.
Some of the Dialog parameters used for voice calls, such as callType and mediaAddressType, are not applicable for nonvoice tasks; these parameters are not returned.
The dialog id format is different for voice calls and nonvoice tasks. The nonvoice dialog id contains underscores (for example, 151635_312_1). Voice dialog ids do not contain underscores (for example, 16804377).
The Dialog section of the Finesse Desktop APIs chapter describes the differences in the Dialog object for voice calls and nonvoice tasks. It also explains the parameters and parameter values used for nonvoice tasks.
Dialog APIs for Nonvoice Tasks
Most Dialog APIs are restricted to voice media.
You can use Dialog - Take Action on Participant API to handle nonvoice dialogs. This API supports the following allowable actions for nonvoice tasks.
Important: For nonvoice tasks, dialog actions result only in Finesse reporting the state to CCE. The application is responsible for enforcing that state within the application. For example, if a user pauses an email dialog using the Dialog - Take Action on Participant API, the dialog state PAUSED is reported to CCE. However, if the application still displays the user interface to work on the email, the agent can continue to work on the email. The application must enforce the PAUSED state by preventing agent from working on the email in the user interface.
Notifications
Finesse sends a
Dialogs/Media notification when information (or an action) changes for a nonvoice task to which
the user belongs.
If a nonvoice dialog operation results in an asynchronous error, the error is returned in a Dialogs/Media notification. The notification includes the error type, error code, and error constant. The ErrorMedia parameter indicates the Media RoutingDomain to which the error applies.
Important: For an interruptible Media Routing Domain configured to accept interrupts, Finesse sends only a Media state change when an agent is interrupted in that MRD. It does not send Dialogs/Media notifications with the action list modified to reflect the fact that actions not permitted on the tasks in that media. The state change is the only indication to the Finesse applications that no actions are allowed on the interrupted dialogs.
Finesse connects to Customer Collaboration Platform in order to resubmit tasks into the system for these reasons:
The agent transfers a task.
A task RONAs while waiting to be accepted by an agent. Finesse automatically resubmits the task to Customer Collaboration Platform.
An agent signs out with tasks. The agent was configured to transfer tasks on logout. Finesse automatically resubmits the task to Customer Collaboration Platform.
The original dialog is closed with an appropriate disposition code, and the task is resubmitted as a new task request.
For automatic task resubmissions due to RONA and agent logout, the Finesse server on which the agent was last signed in initiates the request.