Excerpt
A GC client can call this API to connect with Generic Connector.

Table of Content Zone

Table of Contents

Agent Commands

Message types and their expected output are mentioned below.

Input Message	Category	Message Type	Message Parameters	Expected Output	Comments
Send Heartbeat while not logged in	system	`Hello#<client_extension>`		System Status
Send Heartbeatwhile logged in	system	`Beat#<client_destination>`		System Status	Not implemented in client yet.
Connect AgentID with Client Unique Name	agent_info	`Connect#<agent_login_Id>`	`<client_destination>,<agent_password>`		No response
Agent Login	agent_state	`Login#<agent_login_Id>`	`<agent_password>,<agent_extension>`	Agent State, Agent Info
Mobile Agent Login	agent_state	`MobileAgentLogin#<agent_login_Id>`	<agent_password>,<agent_extension>,<agent_phone>,<connection_mode>	Agent State, Agent Info	Only on UCCE but not tested yet. Set connection mode to “true” for “call by call”, “false” for “nailed connection”.
Agent Logout	agent_state	`Logout#<agent_login_Id>`		Agent State
Make agent ready	agent_state	`MakeReady#<agent_login_Id>`		Agent State
Make agent not ready	agent_state	`MakeNotReady#<agent_login_Id>`		Agent State
Get agent current state	agent_state	`GetState#<agent_login_Id>`		Agent State
Not Ready with reason code	agent_state	`MakeNotReadyWithReason#<agent_login_Id>`	`<agent_reason_code>`	Agent State
Make a call	agent_call	`MakeCall# <agent_login_Id>`	`<Other_Party_Extension_Number>`	Inbound Call
Answer a call	agent_call	`AnswerCall# <agent_login_Id>`	`<Dialog_ID>`	Inbound Call
Hold a call	agent_call	`HoldCall#<agent_login_Id>`	`<Dialog_ID>`	Inbound Call
Unhold a call	agent_call	`RetrieveCall#<agent_login_Id>`	`<Dialog_ID>`	Inbound Call
Release a call	agent_call	`ReleaseCall#<agent_login_Id>`	`<Dialog_ID>`	Inbound Call
Get Agent Wrap-up Reason Codes	agent_work	`wrapupreasoncode#<agent_login_Id>`		Reason Codes
Get Agent Logout Reason Codes	agent_state	`reasoncodelogout#<agent_login_Id>`		Reason Codes
Get Agent Not Ready Reason Codes	agent_state	`reasoncodenotready#<agent_login_Id>`		Reason Codes
Blind Transfer	agent_call	`Transfer_sst#<agent_login_Id>`	`<Other_Party_Extension_Number>,<Dialog_ID>`		Used only in UCCE, will update later.
Transfer Initiation	agent_call	`ConsultCall#<agent_login_Id>`	`<Other_Party_Extension_Number>,<Dialog_ID>`	Consult Call
Conference Inititation	agent_call	`ConsultCall#<agent_login_Id>`	`<Other_Party_Extension_Number>,<Dialog_ID>`	Consult Call
Complete Transfer	agent_call	`TransferCall#<agent_login_Id>`	`<agent_extension>,<Dialog_ID>`	Transfer Call
Complete Conference	agent_call	`Conferencecall#<agent_login_Id>`	`<agent_extension>,<Dialog_ID>`	Conference Call
Get Dialog State	agent_dialog	`getdialogstate#<agent_login_Id>`	`<Dialog_ID>`	Agent Dialog
Update Dialog Wrap-up Codes	agent_dialog	`wrapup#<agent_login_Id>`	`<Wrapup_Reason>,<dialog_id>`		No response is received when this event is called.
Logout with Reason	agent_state	`logoutwithreason#<agent_login_Id>`	`<ReasonCode>`	Agent State
Abrupt Agent Disconnection	agent_state	`force_logout#<agent_login_Id>`		Agent State	Had do send this message in backend but the output is same as of in Expected Output
Get Dialog State Controls	agent_dialog	`getdialogstatecontrols#<agent_login_Id>`	`<Dialog_ID>`		Not implemented in client yet
Make Work Not Ready	agent_state	`makeworknotready#<agentID>`			Not implemented in client yet
Make Work Ready	agent_state	`makeworkready#<agentID>`			Not implemented in client yet
Get Dialog Participants	agent_call	`getDialogParticipants#<agent_login_id>`	`<dialog_id>`		Deprecated, Not implemented in client yet
Get Logged in Agents	agent_call	`getallagents#<agent_login_id>`		Get All Agents
Update Dialog Variable	agent_call	`update_call_variable#<agent_login_Id>`	`<dialog_id>,<variable_name>,<variable_value>`		Not implemented in client yet
Pause Zoom Call Recording	zoom	ZOOMPauseRecording#<agent_login_Id>
Resume Zoom Call Recording	zoom	ZOOMResumeRecording#<agent_login_Id>
Refresh	agent_state	refresh#<agent_login_Id>
Get Team and Global Phonebooks	phonebook	`GetPhonebooks#<agent_login_id>`		Phonebooks
Get Contacts of a Phonebook	contacts	`GetPhonebookContacts#<agent_login_id>`	`<PhonebookID>`	Contacts
Accept Outbound Preview Call	agent_call	AcceptOutboundPreview#<`agent_login_id`>	`<dialog_id>,<ACCEPT>`	Inbound Call	Pass ACCEPT as a second parameter if you want to accept preview outbound call
Reject Outbound Preview Call	agent_call	RejectOutboundPreview#<`agent_login_id`>	`<dialog_id>,<REJECT>`	Inbound Call	Pass REJECT as a second parameter if you want to reject preview outbound call
Close Outbound Preview Call	agent_call	CloseOutboundPreview#<`agent_login_id`>	`<dialog_id>,<CLOSE>`	Inbound Call	Pass CLOSE as a second parameter if you want to close preview outbound call

Supervisor Commands

Input Message	Category	Message Type	Message Parameters	Comments
Get Queue Info	supervisor_queue_info	`getqueuelist#<agent_login_Id>`
Silent Monitor (Supervisor Function)	supervisor_dialog	`silentmonitor#<agent_login_Id>`	`<Agent_Extension>`
End Silent Monitor (Supervisor Function)	supervisor_dialog	`endsilentmonitor#<agent_login_Id>`	`<Dialog_ID>`
Drop Participant (Supervisor Function)	supervisor_dialog	`dropparticipant#<agent_login_Id>`	`<Agent_Extension>,<Dialog_ID>`
Get Team Users (Supervisor Function)	supervisor_team	`getteamusers#<agent_login_Id>`	`<TeamID>,<true>`	If you want to get team user and also want to subscribe team events then pass `"<true>"` as an extra parameter. Otherwise just pass `<TeamID>`
Get Team Users State (Supervisor Function)	supervisor_team_member_state	`getteamuserstate#<agent_login_Id>`	`<Team_Agent_LoginID>`	Not implemented in client yet
Make a Barge Call	agent_call	`bargein#<agent_login_Id>`	`<Team_Agent_LoginID >,<Dialog_ID>`

Admin Commands

Input Message	Category	Message Type	Message Parameters	Expected Output
Get Team and Global Phonebooks	phonebook	`GetPhonebooks#<agent_login_id>`		Phonebooks
Get Contacts of a Phonebook	contacts	`GetPhonebookContacts#<agent_login_id>`	`<PhonebookID>`	Contacts
Get Team Phonebooks	phonebook	`GetTeamPhonebooks#<agent_login_id>`		Phonebooks

GC Events

GC events as published by GC after receiving Finesse events:

System Status
Anchor
SystemStatus
SystemStatus

Attribute

Value

Description

Sample Output

type

System

Code Block

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{
"type": "System",
"status": "OUT_OF_SERVICE"
}

status

IN_SERVICE | OUT_OF_SERVICE

Agent Info
Anchor
AgentInfo
AgentInfo

Attribute

Value

Description

Sample Output

type

AgentInfo

Code Block

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{
  "type": "AgentInfo",
  "firstName": "jehanzeb4",
  "lastName": "riaz",
  "supervisor": false,
  "wrapUpOnIncoming": "",
  "teams": [],
  "team": {
    "id": "7",
    "name": "Demo"
  },
  "agentId": "jehanzeb4"
}

firstName

Agent's first name

lastName

Agent's last name

supervisor

true | false

Is this agent a supervisor?

wrapUpOnIncoming

teams

If the agent is a supervisor, it's an array of all teams. Each element is a team object as defined below.

team

Agent's team

agentId

Agent ID

Agent State
Anchor
AgentState
AgentState

Attribute

Value

Description

Sample Output

type

State

Code Block

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{
  "type": "State",
  "agentId": "jehanzeb6",
  "state": "NOT_READY",
  "reasonCode": "8",
  "stateChangeTimeString": "",
  "pendingState": "",
  "stateChangeTime": "2019-09-17 12:46:21"
}

agentId

Agent ID

State

Agent state

From one of the following agent states:

UNKNOWN,
READY,
NOT_READY,
LOGOUT,
TALKING,
RESERVED,
RESERVED_OUTBOUND,
RESERVED_OUTBOUND_PREVIEW,
WORK,
WORK_READY,
HOLD

reasonCode

Not Ready reason codes as defined in Finesse

stateChangeTimeString

not used

pendingState

Only available with UCCE and as passed by Cisco Finesse

stateChangeTime

2019-09-17 12:46:21

Date & Time of state change

Inbound Call State
Anchor
InboundCall
InboundCall

Attribute

Value

Description

Sample Output

type

InboundCall

Attributes may vary for each type of Call object.

Code Block

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{
  "type": "InboundCall",
  "dialogId": "16871253",
  "state": "INITIATED",
  "startTime": "2019-09-17 15:32:15",
  "prevDialogId": null,
  "fromAddress": "4012",
  "callVariables": [
    {
      "callVariable1": ""
    },
    {
      "callVariable2": ""
    },
    {
      "callVariable3": ""
    },
    {
      "callVariable4": ""
    },
    {
      "callVariable5": ""
    },
    {
      "callVariable6": ""
    },
    {
      "callVariable7": ""
    },
    {
      "callVariable8": ""
    },
    {
      "callVariable9": ""
    },
    {
      "callVariable10": ""
    },
    {
      "ani": "4012"
    }
  ],
  "participants": [
    {
      "mediaAddress": "1006",
      "state": "INITIATED",
      "addressType": "AGENT_DEVICE"
    }
  ],
  "agentId": "jehanzeb6"
}

dialogID

Finesse Dialog ID

state

One of the Finesse dialog states

startTime

The start time of the call

prevDialogId

Finesse Dialog ID

fromAddress

A number from an inbound call is placed

callVariables

A total of 10 call variables as received from Finesse

participants

Participants engaged in the call

agentId

Agent ID

New Outbound Preview Call
Anchor
OutboundPreviewCall
OutboundPreviewCall

Attribute

Value

Description

Sample Output

type

InboundCall

Attributes may vary for each type of Call object.

Code Block

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{
  "type": "NewOutboundPreviewCall",
  "dialogId": "16871253",
  "fromAddress": "4012",
  "callVariables": [
    {
      "callVariable1": ""
    },
    {
      "callVariable2": ""
    },
    {
      "callVariable3": ""
    },
    {
      "callVariable4": ""
    },
    {
      "callVariable5": ""
    },
    {
      "callVariable6": ""
    },
    {
      "callVariable7": ""
    },
    {
      "callVariable8": ""
    },
    {
      "callVariable9": ""
    },
    {
      "callVariable10": ""
    },
    {
      "ani": "4012"
    }
  ],
  "calltype":"calltype",
  "agentId": "jehanzeb6"
}

dialogID

Finesse Dialog ID

state

One of the Finesse dialog states

startTime

The start time of the call

prevDialogId

Finesse Dialog ID

fromAddress

A number from an inbound call is placed

callVariables

A total of 10 call variables as received from Finesse

participants

Participants engaged in the call

agentId

Agent ID

New Outbound Call
Anchor
NewOutboundCall
NewOutboundCall

Attribute

Value

Description

Sample Output

type

InboundCall

Attributes may vary for each type of Call object.

Code Block

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{
  "type": "NewOutboundCall",
  "dialogId": "16871253",
  "fromAddress": "4012",
  "callVariables": [
    {
      "callVariable1": ""
    },
    {
      "callVariable2": ""
    },
    {
      "callVariable3": ""
    },
    {
      "callVariable4": ""
    },
    {
      "callVariable5": ""
    },
    {
      "callVariable6": ""
    },
    {
      "callVariable7": ""
    },
    {
      "callVariable8": ""
    },
    {
      "callVariable9": ""
    },
    {
      "callVariable10": ""
    },
    {
      "ani": "4012"
    }
  ],
  "calltype":"calltype",
  "agentId": "jehanzeb6"
}

dialogID

Finesse Dialog ID

state

One of the Finesse dialog states

startTime

The start time of the call

prevDialogId

Finesse Dialog ID

fromAddress

A number from an inbound call is placed

callVariables

A total of 10 call variables as received from Finesse

participants

Participants engaged in the call

agentId

Agent ID

New Inbound Call
Anchor
NewInboundCall
NewInboundCall

Attribute

Value

Description

Sample Output

type

NewInboundCall

Code Block

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{
  "type": "NewInboundCall",
  "dialogId": "16871263",
  "fromAddress": "1006",
  "callVariables": [
    {
      "callVariable1": ""
    },
    {
      "callVariable2": ""
    },
    {
      "callVariable3": ""
    },
    {
      "callVariable4": ""
    },
    {
      "callVariable5": ""
    },
    {
      "callVariable6": ""
    },
    {
      "callVariable7": ""
    },
    {
      "callVariable8": ""
    },
    {
      "callVariable9": ""
    },
    {
      "callVariable10": ""
    },
    {
      "ani": "1006"
    }
  ],
  "agentId": "jehanzeb4"
}

dialogID

Finesse Dialog ID

fromAddress

A number from an inbound call is placed

callVariables

A total of 10 call variables as received from Finesse

agentId

Agent ID

Reason Codes
Anchor
ReasonCodes
ReasonCodes

Attribute

Value

Description

Sample Output

type

ReasonCodes

Code Block

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{
"type": "ReasonCodes",
"category": "WrapUp",
"reasonCodes": [
{
"1": "Complaint"
},
{
"2": "Inquiry New"
},
{
"3": "Conf call"
},
{
"4": "Transfer call"
},
{
"5": "Customer new call"
},
{
"6": "Old call customer"
},
{
"7": "Bill Inquiry"
}
],
"agentId": "jehanzeb4"
}

Consult Call State
Anchor
ConsultCall
ConsultCall

Attribute

Value

Description

Sample Output

type

ConsultCall

Code Block

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{
"type": "ConsultCall",
"state": "INITIATED",
"assDialogId": "16871288",
"fromAddress": "1004",
"toAddress": "1006",
"startTime": "2019-09-17 17:17:03",
"callVariables": [
{
"callVariable1": ""
},
{
"callVariable2": ""
},
{
"callVariable3": ""
},
{
"callVariable4": ""
},
{
"callVariable5": ""
},
{
"callVariable6": ""
},
{
"callVariable7": ""
},
{
"callVariable8": ""
},
{
"callVariable9": ""
},
{
"callVariable10": ""
},
{
"ani": "1004"
}
],
"participants": [
{
"mediaAddress": "1004",
"state": "INITIATED",
"addressType": "AGENT_DEVICE"
}
],
"agentId": "jehanzeb4"
}

state

INITIATING | INITIATED

state of call

assDialogId

This is an associated Dialog ID.

In case of consult call, dialogId is named as assDialogId

startTime

Starting Time of call

fromAddress

A number from which consult call is initiated

toAddress

A number to which the consult call is requested

callVariables

Call Variables in Finesse

participants

Participants engaged in call

agentId

Agent ID

Release Call Output
Anchor
ReleaseCall
ReleaseCall

Attribute

Value

Description

Sample Output

type

InboundCall

Code Block

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{
  "type": "InboundCall",
  "dialogId": "16871284",
  "prevDialogId": null,
  "state": "DROPPED",
  "agentId": "jehanzeb6"
}

dialogId

ID of the call

prevDialogId

null

prevDialogId is not null if call is being transferred to another agent

state

state of call

agentId

Agent Id

Complete Conference
Anchor
Conference
Conference

Attribute

Value

Description

Sample Output

type

InboundCall

Code Block

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{
  "type": "InboundCall",
  "dialogId": "16871286",
  "state": "ACTIVE",
  "startTime": "2019-09-17 17:16:10",
  "prevDialogId": null,
  "fromAddress": "1005",
  "callVariables": [
    {
      "callVariable1": ""
    },
    {
      "callVariable2": ""
    },
    {
      "callVariable3": ""
    },
    {
      "callVariable4": ""
    },
    {
      "callVariable5": ""
    },
    {
      "callVariable6": ""
    },
    {
      "callVariable7": ""
    },
    {
      "callVariable8": ""
    },
    {
      "callVariable9": ""
    },
    {
      "callVariable10": ""
    },
    {
      "ani": "1005"
    }
  ],
  "participants": [
    {
      "mediaAddress": "1005",
      "state": "ACTIVE",
      "addressType": ""
    },
    {
      "mediaAddress": "1004",
      "state": "ACTIVE",
      "addressType": "AGENT_DEVICE"
    },
    {
      "mediaAddress": "1006",
      "state": "ACTIVE",
      "addressType": "AGENT_DEVICE"
    }
  ],
  "agentId": "jehanzeb4"
}

dialogId

DialogId is id of the call

state

Active

States in Finnese

startTime

Starting Time of call

prevDialogId

null

Dialog Id in Finesse

fromAddress

A number from an inbound call is placed

callVariables

Call Variables in Finesse

participants

Participants engaged in call

agentId

Agent ID

Transfer Call
Anchor
Transfer
Transfer

Attribute

Value

Description

Sample Output

type

InboundCall

Code Block

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{
  "type": "InboundCall",
  "dialogId": "16874257",
  "state": "HELD",
  "startTime": "2019-09-20 16:25:14",
  "prevDialogId": null,
  "fromAddress": "1005",
  "callVariables": [
    {
      "callVariable1": ""
    },
    {
      "callVariable2": ""
    },
    {
      "callVariable3": ""
    },
    {
      "callVariable4": ""
    },
    {
      "callVariable5": ""
    },
    {
      "callVariable6": ""
    },
    {
      "callVariable7": ""
    },
    {
      "callVariable8": ""
    },
    {
      "callVariable9": ""
    },
    {
      "callVariable10": ""
    },
    {
      "ani": "1005"
    }
  ],
  "participants": [
    {
      "mediaAddress": "1005",
      "state": "ACTIVE",
      "addressType": ""
    },
    {
      "mediaAddress": "1004",
      "state": "HELD",
      "addressType": "AGENT_DEVICE"
    }
  ],
  "agentId": "jehanzeb4"
}

dialogId

Dialog Id in Finesse

state

Held

States in Finnese

startTime

Starting Time of call

prevDialogId

null

Dialog Id in Finesse

fromAddress

A number from an inbound call is placed

callVariables

Call Variables in Finesse

participants

Participants engaged in call

agentId

Agent ID

Get Dialog State
Anchor
DialogState
DialogState

Attribute

Value

Description

Sample Output

type

DialogState

Code Block

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{
  "type": "DialogState",
  "dialogId": "16871286",
  "state": "HELD",
  "agentId": "jehanzeb6"
}

dialogId

Dialog Id in Finesse

state

INITIATED | ALERTING | ACTIVE | HELD | NOT_FOUND

This is state of the call

agentId

Agent ID

Get All Agents
Anchor
GetAllAgents
GetAllAgents

Attribute

Value

Description

Sample Output

type

Agents

Code Block

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title	Get All Agents
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[ 
   { 
      "type":"Agents",
      "users":[ 
         { 
            "firstName":"jehanzeb6",
            "lastName":"riaz",
            "extension":"1006"
         },
         { 
            "firstName":"jehanzeb7",
            "lastName":"riaz",
            "extension":"1007"
         }
      ]
   }
]

users

List of login agents

Get Team User
Anchor
GetAllAgents
GetAllAgents

Attribute

Value

Description

Sample Output

type

Agents

Code Block

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title	Get All Agents
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[ 
   { 
      "type":"Agents",
      "users":[ 
         { 
            "firstName":"jehanzeb6",
            "lastName":"riaz",
            "extension":"1006"
         },
         { 
            "firstName":"jehanzeb7",
            "lastName":"riaz",
            "extension":"1007"
         }
      ]
   }
]

users

List of team user

Phonebooks
Anchor
Phonebooks
Phonebooks

Attribute

Value

Description

Sample Output (JSON)

Sample Output (Default)

type

object

List of phonebooks

Code Block

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[
   {
      "type":"Phonebooks",
      "phonebooks":[
         {
            "name":<name>,
            "id":<phonebookId>
         },
         {
            "name":BookName2,
            "id":PhonebookId2
         }
      ]
   }
]

Code Block

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[Phonebooks#<BookName1>=<id1>|<BookName2>=<id2>...]

Contacts
Anchor
Contacts
Contacts

Attribute

Value

Description

Sample Output (JSON)

Sample Output (Default)

type

object

List of contacts

Code Block

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[
   {
      "type":"PhonebookContacts",
      "phonebookId":"<PhonebookID>",
      "contacts":[
         {
            "firstName":<fname>,
            "lastName":<lname>,
            "phoneNumber":<number>,
            "contactId":<contactId>
         },
      ]
   }
]

Code Block

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[PhonebookContacts#PhonebookId#name=<firstAndLastName>,phoneNumber=<phoneNumber>,contactId=<contactId>|name=<firstAndLastName>,phoneNumber=<phoneNumber>,contactId=<contactId>...]

GC Output Messages

	Output Message Name	JMS Type	Message	Category	Comments
O-001	Send Agent State	Nil	<agent_login_Id>#State#<agent_current_state>#<agent_full_name>(old format) <agent_login_Id>#State#<agent_current_state>#<reasonCodeId>#<agent_full_name>(New format)	agent_state
O-002	Errorindicationmessage	Nil	<agent_login_Id>#Error#<Error_Message>	agent_error	Details of errors can be found here
O-003	Printmessage in agent windowas sent	Nil	<agent_login_Id>#Control#PrintStatusBar#<Message_To_Agent>	agent_control
O-004	System In Service	Nil	System#IN_SERVICE	system
O-005	System Out of Service	Nil	System#OUT_OF_SERVICE	system
~~O-006~~	~~Indication that an agent is logged out - use O-001~~	~~Nil~~	~~<agent_login_Id>#LOGOUT~~	~~agent_state~~
O-007	Agent not found	Nil	<agent_login_Id>#State#RE_LOGIN	agent_state	a) Indication that an agent is not found in EF Generic Connector. b) It also indicates that the GC didn't have agent extension in agent structure while checking agent subscription status. GC therefore requests client to RE_LOGIN. This situation may occur when an abnornal failover happens from one GC to the other. The client should attempt to re-login the agent by sending following requests to GC. i) I-021, (ii) I-001
O-008	Inbound Call State	Nil	<agent_login_Id>#InboundCall#<Inboundcall_current_state>#DialogID:<dialog_ID>#<agent_full_name> (Old Format) <agent_login_Id>#InboundCall#<Inboundcall_current_state>#DialogID:<dialog_ID>#<fromAddress>#<CallVariables>#<call_start_time>#<agent_full_name> (New Format) <agent_login_Id>#InboundCall#FAILED#DialogID:<dialog_ID>#<Failure_Cause>#<agent_full_name> (In case of Call Failed)	agent_call	“#DialogID:<dialog_ID>” is only sent in case of (Failed,Dropped,Deleted,Hold.Held,Wrap_up) <Inboundcall_current_state> will be equal “DROP” in case of (Failed,Dropped,Deleted) "<CallVariables>" Format: <callvariable1>=value\|<callvariable2>=value\|<callvariable3>=value\|......... "<call_start_time>": Shows the agent start time in call , Format: "yyyy-MM-dd HH:mm:ss"
O-009	New Inbound Call	Nil	<agent_login_Id>#NewInboundCall#<from_address>#<ani>,<callvariable1,callvariable2,..>#DialogID:<dialog_ID> (Old Format) <agent_login_Id>#NewInboundCall#<from_address>#<ani>\|<callvariable1>=value\|<callvariable2>=value\|<callvariable3>=value\|..>#DialogID:<dialog_ID>(New format)	agent_call
O-010	Indication of a consult call state4	Nil	<agent_login_Id>#ConsultCall#<ConsultCall_current_state>#AssDialogID:<associated_dialog_ID> (Old Format) <agent_login_Id>#ConsultCall#<ConsultCall_current_state>#AssDialogID:<associated_dialog_ID>#<fromAddress>#<Call_Variable>#<call_start_time>#<agent_full_name> (New Format) <agent_login_Id>#ConsultCall#FAILED#AssDialogID:<associated_dialog_ID>#<Failure_Cause>#<Agent_Name> (In case of Call Failure)	agent_call	<ConsultCall_current_state> will be equal “DROP”in case of (Failed,Dropped,Deleted) "<call_start_time>": Shows the agent start time in call , Format: "yyyy-MM-dd HH:mm:ss"
O-011	Agent info upon login	Nil	<agent_login_Id>#AgentInfo#<agent_first_name>#<agent_last_name>#<Is_Supervisor>#<wrap_up_mode>#<agent_full_name>	agent_info	allowed values for wrap_up mode are: - OPTIONAL - REQUIRED - NOT_ALLOWED - REQUIRED_WITH_ WRAP_UP_DATA
O-012	Supervisor Team Info	Nil	<agent_supervisor_login_Id>#TeamInfoIDs#TeamID#<agent_team_ID_1>,<agent_team_ID_2>,… #<agent_full_name>	supervisor_info
O-013	Supervisor Team Info	Nil	<agent_supervisor_login_Id>#TeamInfoNames#TeamName#<agent_team_name_1>,<agent_team_name_2>,… #<agent_full_name>	supervisor_info
O-014	Get DialogState Reply	Nil	<agent_login_Id>#DialogState#<dialog_state>#<dialog_ID>#<agent_full_name>#<fromAddress>#<Call-Variables>#<associated_dialog_ID>#AssDialogState#<fromAddress>#<Call-Variables>	agent_dialog
O-015	Get Dialog State Controls Reply	Nil	<agent_login_Id>#<dialog_type>#DialogState#<dialog_state>#<dialog_ID>#<agent_full_name>	agent_dialog
O-016	Reason Codes	Nil	<agent_login_Id>#ReasonCodes#Category:<category>#Codes:<code_1>,<code_2>,… #Labels:<label_1>,<label_2>,…#<agent_full_name>	agent_work
O-017	Controls5	Nil	<agent_login_Id>#Control#<control_1_index>,<control_1_visibleFlag>\|<control_2_index>, <control_2_visibleFlag>\|…	agent_control
~~O-018~~	~~Get Agent State without Agent Controls Reply - Depreciated~~	~~Nil~~	~~<agent_login_Id>#DialogState#<dialog_state>#<dialog_ID>#<agent_full_name>~~	~~agent_state~~
O-019	Get Queue Info Reply	Nil	<agent_supervisor_login_Id>#QueueList# QueueName:<queue_1_name>,AgentsNotReady:<queue_1_Number_of_Agents_NotReady>,AgentsReady:<queue_1_Number_of_Agents_Ready>, AgentsTalkingInbound:<queue_1_number_of_agents_talking_inbound>,AgentsTalkingInternal:<queue_1_number_of_agents_talking_internal>, AgentsTalkingOutbound:<queue_1_number_of_agents_talking_outbound>,AgentsWrapUpNotReady:<queue_1_number_of_agents_in_wrapup_notready>, AgentsWrapUpReady:<queue_1_number_of_agents_in_wrapup_ready>,CallsInQueue:<queue_1_Number_of_CallsInQueue>, StartTimeOfLongestCallInQueue:<queue_1_startTimeOfLongestCallInQueue>#...# QueueName:<queue_n_name>,AgentsNotReady:<queue_n_Number_of_Agents_NotReady>,AgentsReady:<queue_n_Number_of_Agents_Ready>, AgentsTalkingInbound:<queue_n_number_of_agents_talking_inbound>,AgentsTalkingInternal:<queue_n_number_of_agents_talking_internal>, AgentsTalkingOutbound:<queue_n_number_of_agents_talking_outbound>,AgentsWrapUpNotReady:<queue_n_number_of_agents_in_wrapup_notready>, AgentsWrapUpReady:<queue_n_number_of_agents_in_wrapup_ready>,CallsInQueue:<queue_n_Number_of_CallsInQueue>, StartTimeOfLongestCallInQueue:<queue_n_startTimeOfLongestCallInQueue>	supervisor_queue_info
O-020	Get Team Users Reply (Supervisor Function)	Nil	<agent_supervisor_login_Id>#TeamUsersList#FirstName:<user_1_firstName>,LastName:<user_1_lastName>,Extension:<user_1_extension>, LoginID:<user_1_loginID>,State:<user_1_state>,PendingState:<user_1_pendingState>,MediaType:<user_1_mediaType>,StateChangeTime:<user_1_stateChangeTime># FirstName:<user_2_firstName>,LastName:<user_2_lastName>,Extension:<user_2_extension>,LoginID:<user_2_loginID>,State:<user_2_state>, PendingState:<user_2_pendingState>,MediaType:<user_2_mediaType>,StateChangeTime:<user_2_stateChangeTime># FirstName:<user_n_firstName>,LastName:<user_n_lastName>,Extension:<user_n_extension>,LoginID:<user_n_loginID>,State:<user_n_state>, PendingState:<user_n_pendingState>,MediaType:<user_n_mediaType>,StateChangeTime:<user_n_stateChangeTime>	supervisor_team
O-021	Team Member State Changed (Supervisor Function)	Nil	<agent_supervisor_login_Id>#TeamMemberStateChanged#<teamID>#<agent_state>	supervisor_team_member_state
O-022	Conference Participants (Supervisor Function)	Nil	<agent_supervisor_login_Id>#ConferenceParticipants#<extension_1>,<extension_2>,…	supervisor_dialog
~~O-023~~	~~Reconnect Agent - Depreciated~~	~~{Request_JMS_Type}~~	~~<agent_login_id>#RECONNECT#{Request_message_text}~~	~~agent_state~~	If generic connector receives request from driver for the agent that doesn't exist in GC side, Reconnect request would be sent to driver. Alongwith this Reconnect request, data of previous command will also be sent to execute after successfull enrollment of agent. Upon receiving this reconnect request, Driver will send 'Connect' and 'GetState' request to GC to register agent. After this, Driver will send actual command (that was returned with Reconnect request) to execute.
O-024	Dialog IDs on Failover		<agent_login_id>#DialogStatus#DialogID#DialogState#AssDialogID#AssDialogState <agent_login_id>#DialogStatus#<dialog_ID>#DialogState#<fromAddress>#<Call-Variables>#<associated_dialog_ID>#AssDialogState#<fromAddress>#<Call-Variables>	agent_state	In the case of failover GC sends the Dialog ID and Associated Dialog ID, with states and call type in JMS type
O-025	AgentState on Connector Sync	Nil	AgentState#<Agent_Id>#<Agent_Password>#<Agent_Extension>#<SubscriptionTime>	connector_sync	On topic "ConnectorSync", the message is sent from one GC to the other.
O-026	Reconnect Destination	Nil	DESTINATION#<Destination_Name>#RECONNECT	agent_state	This new type is now for Destination events System events have "SYSTEM" as the first keyword to identify the event Agent events (which currently include call events also) are identified by <Agent_ID> Destination events will now be identified by "DESTINATION". There wasn't any destination event in the system before <Destination_Name> refers to the destination which is created.
~~O-027~~	~~System Not Reachable~~	~~Nil~~	~~System#NOT_REACHABLE~~	~~system~~
O-028	New Outbound Call	Nil	<agent_login_Id>#NewOutboundCall#<from_address>#ani=<ani>\|<callvariable1>=value\|<callvariable2>=value\|<callvariable3>=value\|..>#DialogID:<dialog_ID>	agent_call	BA Call variables List (Passed as it is to the GC Client) -BACampaign -BAStatus -BAResponse -BAAccountNumber -BADialedListID -BACampaignID -BACustomerNumber -BATimeZone -BABuddyName GC Receives two packets from finesse when an outbound call is dialed. GC blocks first packet, as it has some missing information like dialled number, outbound call variables and call type of this packet is OTHER_IN. The second packet contains all the required infromation, hence GC generates NewOutboundCall event for the client.
O-29	Get Phonebooks (Administrator Function)	Nil	Phonebooks#name:<phonebook_1_name>,type:<phonebook_1_type>,id:<phonebook_1_id> #name:<phonebook_2_name>,type:<phonebook_2_type>,id:<phonebook_2_id> #....... #name:<phonebook_n_name>,type:<phonebook_n_type>,id:<phonebook_n_id>
O-30	Get Team Phonebooks (Administrator Function)	Nil	TeamPhoneBooks#name:<phonebook_1_name>,type:<phonebook_1_type>,id:<phonebook_1_id> #name:<phonebook_2_name>,type:<phonebook_2_type>,id:<phonebook_2_id>#....... #name:<phonebook_n_name>,type:<phonebook_n_type>,id:<phonebook_n_id>
O-31	Get PhoneBook Contacts (Administrator Function)	Nil	PhonebookContacts#description:<contact_1_description>,firstName:<contact_1_firstName>,lastName:<contact_1_lastName>,phoneNumber:<contact_1_phoneNumber>,id:<contact_1_id> #description:<contact_2_description>,firstName:<contact_2_firstName>,lastName:<contact_2_lastName>,phoneNumber:<contact_2_phoneNumber>,id:<contact_2_id>#....... #description:<contact_n_description>,firstName:<contact_n_firstName>,lastName:<contact_n_lastName>,phoneNumber:<contact_n_phoneNumber>,id:<contact_n_id>

Errors

Error_Code	Error_Origin	Error Description	Expected Driver Behaviour
CF_INVALID_CALLED_DEVICE	Finesse	The called device is not valid	display the error message and continue regular operations
CF_INVALID_CALLING_DEVICE	Finesse	The calling device is not valid	display the error message and continue regular operations
CF_INVALID_CONNECTION_ID_FOR_ACTIVE_CALL	Finesse	The active connection ID in the request is invalid	display the error message and continue regular operations
CF_INVALID_CONSULT_TYPE	Finesse	The consult type is invalid	display the error message and continue regular operations
CF_AGENT_ACCOUNT_LOCKED_OUT	Finesse	The account is locked out	display the error message and continue regular operations
CF_INVALID_CSTA_DEVICE_IDENTIFIER	Finesse	The device ID is not valid.	display the error message and ask user to enter valid Extension
CF_RESOURCE_BUSY	Finesse	An internal resource is busy
CF_INVALID_LOGON_DEVICE_SPECIFIED	Finesse	The request specified an invalid logon device.	display the error message and ask user to enter valid Extension
CF_GENERIC_UNSPECIFIED_REJECTION	Finesse	The request has been rejected (no specific details available).
CF_INVALID_OBJECT_STATE	Finesse	The object is in the incorrect state for the request.
CF_INVALID_PASSWORD_SPECIFIED	Finesse	The request specified an invalid agent password.	Prompt user to supply a valid password
CF_GENERIC_SYSTEM_RESOURCE_AVAILABILITY	Finesse	The request failed due to lack of system resources (no specific details available)		Ref: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/programming/guide/UCCX_BK_C239BA3D_00_cti-protocol-developer-guide_chapter_01010.html
E_CTI_INVALID_CALLID	Finesse	A request message was received with an invalid CallID value.
USER_NOT_FOUND	Finesse	When Agent ID isn't found in Finesse	Display the error message Configuration update in Siebel / Finesse is required to match Agent definition (ID/Pwd). Driver/client app should show the error message
GENERAL_ERROR	Finesse	when root cause is unclear	display the error message and continue regular operations
CF_GENERIC_OPERATION	Finesse	An operation error occurred (no specific details available).	display error message according to the last command sent
BAD_DESTINATION	Finesse	Agent called to an invalid extension	display the error message and continue regular operations
DOWN	GC	IOException When Requester gets no response from Finesse GC tries to establish connection with the secondary Finesse	display the error message and continue regular operations
LICENSES_EXCEEDED	GC	User license limit exceeded	display the error message
MISSING_EXTENSION	GC	Missing Extension	display the error message and ask user to enter extension
MISSING_NUMBER	GC	Number to dial is missing in request	display the error message and ask user to enter dial number
MISSING_PASSWORD	GC	Password is missing in request	display the error message and ask user for credentials
MISSING_REASON_CODE	GC	GC/Finesse expects reason-code that wasn't provided by the client	display the error message and ask user to provide reason code
NO_DIALOG_ID	GC	The requested dialog doesn't exists in GC	send getdialogstate request for any active dialogs
NOT_REACHABLE	GC	SocketTimeoutException Timeout exception on connecting to Finesse via Requester After 2 unsuccessful retries, GC tries to establish connection with secondary Finesse	display the error message and continue regular operations
PLEASE_RETRY	GC	invalid request params, IOException, request timeout	display the error message and continue regular operations
SUBSCRIPTION_FAILED	GC	Invalid credentials supplied for agent login	display the error message and ask user to enter valid credentials
UNABLE_TO_SUBSCRIBE_TO_FINESSE	GC	Invalid credentials supplied for agent login	display the error message and ask user to enter valid credentials
WRONG_EXTENSION	GC	Extension is not valid (contains alphabetic characters)	display the error message and ask user to enter valid Extension
SESSION_INVALIDATED	GC	The current session session for login has been invalidate, user has been logged in from a new destination. GC will send a logout message followed by this message	display the error message and ask user to login again
Note: Some of the error from finesse are mentioned here. Rest of the Finesse errors can be found in this document on page 17: https://drive.google.com/open?id=0B0txXw8kofb1blBxenFmcHBWcms

User Messages

Message	Description
Error#LICENSES_EXCEEDED	License exceeded, please contact system administrator.
Error#SUBSCRIPTION_FAILED	Invalid LoginId / Password.
Error#MISSING_EXTENSION	Extension is missing.
Error#MISSING_PASSWORD	Password not set, please contact system administrator.
Error#CF_INVALID_LOGON_DEVICE_SPECIFIED	Incorrect phone extension.
Error#CF_GENERIC_UNSPECIFIED_REJECTION	Please reset your phone and try again
Error#CF_RESOURCE_BUSY	Phone extension is already in use
Error#FINESSE_UNAVAILABLE	System is not available, it will connect automatically once available.
Error#GENERIC_ERROR	An error occurred, please try again later.
Error#PLEASE_RETRY	An error occurred, please try again later.
Error#NO_DIALOG_ID	Invalid operation or call not found.
State#RE_LOGIN	Reconnecting, please wait...
State#LOGOUT	You are Logged out
State#LOGGED_IN	You are Logged in
State#READY	Your State: Ready
State#NOT_READY	Your State: Not Ready
State#RESERVED	Your are Reserved, an inbound call is coming.
State#TALKING	You are talking.
State#WORK	Wrap up -> Not Ready
State#WORK_READY	Wrap up -> Ready
State#UNKNOWN	An error occurred, please refresh your browser.
State#HOLD	Call is on hold.
InboundCall#INITIATING	Call is initiated..
InboundCall#INITIATED
InboundCall#ALERTING	Call is ringing..
InboundCall#ACTIVE	Call is active..
InboundCall#FAILED	Call has failed..
InboundCall#DROP	Call has been released..
InboundCall#ACCEPTED	Call is accepted..
ConsultCall#ACTIVE	Consult call is active..
ConsultCall#INITIATING
ConsultCall#INITIATED
ConsultCall#ALERTING	Consult call is ringing..
ConsultCall#FAILED	Consult call has failed..
ConsultCall#DROP	Consult call has dropped.

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Versions Compared

Old Version 1

New Version 2

Key

Agent Commands

Supervisor Commands

Admin Commands

GC Events

System Status
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SystemStatus
SystemStatus

Agent Info
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AgentInfo
AgentInfo

Agent State
Anchor
AgentState
AgentState

Inbound Call State
Anchor
InboundCall
InboundCall

New Outbound Preview Call
Anchor
OutboundPreviewCall
OutboundPreviewCall

New Outbound Call
Anchor
NewOutboundCall
NewOutboundCall

New Inbound Call
Anchor
NewInboundCall
NewInboundCall

Reason Codes
Anchor
ReasonCodes
ReasonCodes

Consult Call State
Anchor
ConsultCall
ConsultCall

Release Call Output
Anchor
ReleaseCall
ReleaseCall

Complete Conference
Anchor
Conference
Conference

Transfer Call
Anchor
Transfer
Transfer

Get Dialog State
Anchor
DialogState
DialogState

Get All Agents
Anchor
GetAllAgents
GetAllAgents

Get Team User
Anchor
GetAllAgents
GetAllAgents

Phonebooks
Anchor
Phonebooks
Phonebooks

Contacts
Anchor
Contacts
Contacts

GC Output Messages

Errors

User Messages

Page Comparison

Versions Compared

Old Version 1

New Version 2

Key

Agent Commands

Supervisor Commands

Admin Commands

GC Events

System Status AnchorSystemStatusSystemStatus

Agent Info AnchorAgentInfoAgentInfo

Agent State AnchorAgentStateAgentState

Inbound Call State AnchorInboundCallInboundCall

New Outbound Preview Call AnchorOutboundPreviewCallOutboundPreviewCall

New Outbound Call AnchorNewOutboundCallNewOutboundCall

New Inbound Call AnchorNewInboundCallNewInboundCall

Reason Codes AnchorReasonCodesReasonCodes

Consult Call State AnchorConsultCallConsultCall

Release Call Output AnchorReleaseCallReleaseCall

Complete Conference AnchorConferenceConference

Transfer Call AnchorTransferTransfer

Get Dialog State AnchorDialogStateDialogState

Get All Agents AnchorGetAllAgentsGetAllAgents

Get Team User AnchorGetAllAgentsGetAllAgents

Phonebooks AnchorPhonebooksPhonebooks

Contacts AnchorContactsContacts

GC Output Messages

Errors

User Messages

System Status
Anchor
SystemStatus
SystemStatus

Agent Info
Anchor
AgentInfo
AgentInfo

Agent State
Anchor
AgentState
AgentState

Inbound Call State
Anchor
InboundCall
InboundCall

New Outbound Preview Call
Anchor
OutboundPreviewCall
OutboundPreviewCall

New Outbound Call
Anchor
NewOutboundCall
NewOutboundCall

New Inbound Call
Anchor
NewInboundCall
NewInboundCall

Reason Codes
Anchor
ReasonCodes
ReasonCodes

Consult Call State
Anchor
ConsultCall
ConsultCall

Release Call Output
Anchor
ReleaseCall
ReleaseCall

Complete Conference
Anchor
Conference
Conference

Transfer Call
Anchor
Transfer
Transfer

Get Dialog State
Anchor
DialogState
DialogState

Get All Agents
Anchor
GetAllAgents
GetAllAgents

Get Team User
Anchor
GetAllAgents
GetAllAgents

Phonebooks
Anchor
Phonebooks
Phonebooks

Contacts
Anchor
Contacts
Contacts