Abbreviations

Short Name	Full Name
GC	Generic Connector
GC-Client	Generic Connector Client Application
AMQ	ActiveMQ
Finesse	Cisco Finesse

Introduction

Purpose of this document

The purpose of this document is to assist Generic Connector client applications developers to understand the flow of messages between GC and GC-Client.

Before You Start

You’re expected to have a good understanding of JMS and broker based communication using ActiveMQ. You should know what are Topics and Queues, what is the difference between them and how they can be used in different contexts. While you are exploring ActiveMQ, many questions arise in your mind and those are answered here.

Apache ActiveMQ is the most popular and powerful open source messaging and Integration Patterns server.

Apache ActiveMQ is fast, supports many Cross Language Clients and Protocols, comes with easy to use Enterprise Integration Patterns and many advanced features while fully supporting JMS 1.1 and J2EE 1.4. Apache ActiveMQ is released under the Apache 2.0 License

First of all, download, install and run ActiveMQ Broker. You can find some samples on ActiveMQ site. A basic Hello World program can be found here. You can find more complex examples here. All of these examples are implemented in java. If you are writing client in language other than Java, you can find examples in respective technology on ActiveMQ site.

ActiveMQ supports different types of topologies for communication. GC is using Client-Server topology with tcp protocol for communication. You need to develop at least a simple application that communicates on given specifications.

Generic Connector Communication Architecture

Describe a little bit about broker based communication using AMQ
On which protocol and ports GC communicates with AMQ
Client is expected to subscribe on AMQ <Topic>Destination
GC listens on AMQ <Queue>Destination

Message broker is an intermediary program module that translates a message from the formal messaging protocol of the sender to the formal messaging protocol of the receiver. Message brokers are elements in telecommunication or computer networks where software applications communicate by exchanging formally-defined messages. Apache ActiveMQ is fast, supports many Cross Language Clients and Protocols, comes with easy to use Enterprise Integration Patterns.

GC uses ActiveMQ as a message broker for communication. By default, GC communicates with AMQ on port 61616 (openwire) using tcp protocol. You can change port in AMQ configurations. GC listen on Queue “Connector1”, all the commands from client should be published to Queue “Connector1” and GC replies on Topic, specified by client in Hello command.

For more about GC deployment models, see Generic Connector Installation Guide.

What comes with the package?

GC installer comes with a preconfigured AMQ, GC and EF Service Manager. EF Service Manager is a mini tool to manage AMQ and GC services.

Environment and Tools

GC requires Java Runtime 8 to run. Download and install Java Runtime Environment 8 from here.

EF Service Manager requires .NET framework 4.5.2 that can be obtained from here.

In order to change the configurations of GC, you need to install WinRAR, which can be downloaded from here.

For more about setting up GC, see Generic Connector Installation Guide.

Message Pattern

GC communicates via AMQ that follows simple open text JMS messaging over OpenWire. A message could either be a request/command from the GC-Client or it could be an event/response sent by GC. In the rest of the document, the term “Command” is used to mention the message sent by the GC-client and the term “Event” is used to mention the message sent by GC.

Command Pattern

In a Command, JMS-Type contains the command and JMS-Body contains command arguments.

Commands are grouped into categories for the sake of clean and easier to interpret documentation.

Command Pattern
JMS-Type	<Command>#{<Agent_ID> \| <Client_Destination>}
JMS-Body	[ NULL \| {Argument-1, Argument-2, …, Argument-N} ]

Where

<Command> is any of the supported commands. See All Commands
<Agent_ID> is the agent’s login ID
<Client_Destination> is the ActiveMQ topic which GC-client is subscribed on. On this AMQ Topic, GC will send all events to GC-Client
In the JMS-Body, NULL represents an empty string and NOT a “NULL” string. If no command argument is needed, set the value to an empty string.
Multiple Command arguments are mentioned in a comma-separated string.

Event Pattern

An Event is a message sent by GC in response to any command or it can be an async message representing a real-time System or Finesse event.

Event Pattern
JMS-Type	[ NULL ]
JMS-Body	[ <Event_For>#<Event_Type>#[ {<Argument-1>}{#<Argument-2>}…{#<Argument-N>} ]
<Event_For>	Possible values are: <Agent_ID> <Supervisor_ID> DESTINATION System
<Event_Type>	The actual event. See All Events

Where

JMS-Type carries nothing (An empty String)
JMS-Body contains the complete event
<Argument-N> represents event arguments. Event Arguments are separated by #

Error Pattern

If any command from client encountered by some error, GC will event contains error details.

Error Event Pattern
JMS-Type	NULL
JMS-Body	<Error_For>#Error#<Error Details>
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
<Error Details>	Details about error. See All Errors

Client Communication Use Cases

There may be 2 type of GC-Clients:

Desktop client - running one instance per agent like MS-CRM USD Client
Server client - moderating and communicating on behalf of multiple agents per server as in the case of Siebel SCAPI Driver, SAP IC, etc.

Establish Connection

The client application must ensure proper establishment of connection with GC before invoking any agent operations.

To establish connection with GC via AMQ,

GC-Client should create an AMQ topic (Client Destination) where this client will listen on.

For a Desktop client, this should be unique for every client instance.
For a Server client, this should be unique for every server instance.

Create an AMQ producer with Destination <Queue> name Connector1 to send commands.
Send Hello Command
If GC-Client receives System#IN_SERVICE, the GC is assumed to be connected and ready to listen on.
GC-Client should then send Heartbeats at defined intervals.

Note: If GC-Client doesn’t receive System#IN_SERVICE after CONNECT_TIMEOUT (Max. 3 seconds suggested) period, it should periodically keep sending the Hello command.

Agent State Transition

Agents can change their own states on finesse. If the request to change an agent's state is successful, the response is sent with updated state. Changing the state may cause CF_INVALID_OBJECT_STATE error. The state is not changed according to the transition diagram/table.

The following figure illustrates the supported state transitions by Unified CCE agents.

The following table describes supported agent state transitions for Unified CCE.

From	To	Description
*	UNKNOWN	If the agent state is unknown, the state is UNKNOWN. This scenario is unlikely.
LOGOUT	LOGIN	To sign in to Finesse, the agent sets the state to LOGIN. LOGIN is a transient state and transitions to NOT_READY.
LOGIN	NOT_READY	After a successful LOGIN, the agent transitions to NOT_READY.
NOT_READY	LOGOUT	To sign out of Finesse, the agent sets the state to LOGOUT. An agent can set the state to LOGOUT only if that agent is in NOT_READY state.
NOT_READY	NOT_READY	To change their Not Ready reason code, agents can set a NOT_READY state from NOT_READY.
NOT_READY	READY	To become available for incoming or Outbound Option calls, agents set their state to READY.
NOT_READY	TALKING	An agent who places a call while in NOT_READY state transitions to TALKING.
READY	RESERVED	An incoming call arrives at an agent.
READY	RESERVED _OUTBOUND	An outbound agent becomes reserved to handle an Outbound Option Progressive or Predictive call.
READY	RESERVED_OUTBOUND _PREVIEW	An outbound agent becomes reserved to handle an Outbound Option Preview call.
READY	NOT_READY	Agents can change to NOT_READY to make themselves unavailable for incoming calls.
RESERVED	READY	An agent can become RESERVED but never take a call.
RESERVED	TALKING	When an agent answers an incoming call, the agent transitions to TALKING.
RESERVED _OUTBOUND	READY	An agent can change to READY state to leave RESERVED_OUTBOUND. If the system deems it necessary, that agent may transition back to RESERVED_OUTBOUND.
RESERVED _OUTBOUND	NOT_READY	An agent can change to NOT_READY state to leave RESERVED_OUTBOUND.
RESERVED _OUTBOUND	TALKING	An agent transitions to TALKING when an Outbound Option call arrives at the agent.
RESERVED_OUTBOUND _PREVIEW	READY	An agent transitions to READY if the agent was in READY state before being reserved in an Outbound Option Preview campaign.
RESERVED_OUTBOUND _PREVIEW	NOT_READY	An agent transitions to NOT_READY if that agent changes state to NOT_READY while reserved in an Outbound Option Preview campaign. This state change is a pending state change. The agent does not transition to NOT_READY until the call is complete or the Outbound Option Preview reservation is closed or rejected.
RESERVED_OUTBOUND _PREVIEW	TALKING	An agent transitions to TALKING when an Outbound Option call arrives at the agent.
TALKING	READY	If an agent is on a call that is dropped, the agent transitions to READY (if the agent was in READY state before the call).
TALKING	NOT_READY	If an agent is on a call that is dropped, the agent transitions to NOT_READY if that agent was in NOT_READY state before the call.
TALKING	WORK	If wrap-up is enabled, and the agent chooses NOT_READY while on a call, that agent enters WORK state after the call is dropped.
TALKING	WORK_READY	If wrap-up is enabled, an agent enters WORK_READY state after a call is dropped.
TALKING	HOLD	An agent puts a call on hold and transitions to HOLD state.
HOLD	READY	If an agent is connected to a held call and the call is dropped, the agent transitions to READY state (if the agent was in READY state before the call).
HOLD	NOT_READY	If an agent is connected to a held call and the call is dropped, the agent transitions to NOT_READY state (if the agent was in NOT_READY state before the call).
HOLD	WORK	If wrap-up is enabled and an agent is connected to a held call that is dropped, the agent transitions to WORK state if the agent chose to go NOT_READY during the call.
HOLD	WORK_READY	If wrap-up is enabled and an agent is connected to a held call that is dropped, the agent transitions to WORK_READY state.
HOLD	TALKING	When an agent retrieves a held call, the agent transitions to TALKING state.
WORK	READY	To leave WORK state, agents can set their state to READY.
WORK	NOT_READY	To leave WORK state, agents can set their state to NOT_READY. Agents automatically transition to NOT_READY after the wrap-up timer expires.
WORK_READY	READY	To leave WORK_READY state, agents can set their state to READY. Agents automatically transition to READY after the wrap-up timer expires.
WORK_READY	NOT_READY	To leave WORK_READY state, agents can set their state to NOT_READY.

All Commands

Following is the list of all possible commands supported by GC. Each of the commands is explained with parameters supplied, events expected against the command and possible error that can occur for that particular command.

Note: While sending a command message, set the value for the property Time To Live for the message to a certain time(milliseconds), after the specified time that message/command will automatically discarded by AMQ. It needs to do so that the old command should not be processed.

GC supports synchronous requests. To achieve this, you need to send JMSCorrelationID along with the command, GC will send the same JMSCorrelationID with the event that corresponds to that particular command.

Set ReplyTo attribute of command message to the topic on which the client is subscribed to receive events.

Hello

Hello is the first command sent from Client to GC for handshake purpose. If GC replies with some event means that your connection with GC has been established and the client is able to send further commands to GC. If the client does not receive any response from GC, either GC is dead or command is not delivered to GC. Before sending a Hello command you should know on which topic the client will listen from GC. You need to create that topic on ActiveMQ explicitly and subscribe to it. Specify that particular topic in hello command as <Client_Destination> parameter. If client receives System#IN_SERVICE, you can supply further commands to GC (other than hello command). Normally, Connect and Login commands are sent after a successful handshake to GC in order to start your session (Make and receive calls). If client receives System#OUT_OF_SERVICE or no response from GC, keep sending hello command.

Command: Hello
JMS-Type	Hello#<Client_Destination>
JMS-Body
<Client_Destination>	A unique string (ActiveMQ Topic name) on which GC will send events to client. Client should subscribe on this Topic in order to receive the events.
Expected Event (s)	There can be two possible events: System#IN_SERVICE: GC is connected to finesse and can process command. You can send further commands to GC. System#OUT_OF_SERVICE: GC is not connected to finesse. Your commands will not be processed by GC. You are expected to send Hello command continuously until you didn’t receive System#IN_SERVICE.

Connect

Connect is the first formal command send to GC after receiving System#IN_SERVICE in response to Hello command. This command is used to subscribe the user for finesse notifications. If invalid credentials are provided, GC will reply with subscription errors. In the case of a successful subscription, GC will not reply with anything. The login command should be sent next to the Connect command without waiting for any response for the Connect command.

Command: Connect
JMS-Type	Connect#<agent_login_Id>
JMS-Body	<client_destination>,<agent_password>,<SSO> (We will pass SSO as a third parameter if the user is SSO Enabled, otherwise we will send two parameters as we are sending previously )
<agent_login_Id>	Agent login Id to log on to finesse.
<agent_password>	Agent password to log on to finesse.
<Client_Destination>	A unique string (ActiveMQ Topic name) on which GC will send events to client. Should be same as sent with Hello command.
<SSO>	will pass SSO if user is SSO Enabled
Expected Event (s)
Possible Error (s)	Two error are possible: SUBSCRIPTION_FAILED UNABLE_TO_SUBSCRIBE_TO_FINESSE SESSION_INVALIDATED

The Login command is used to actually login to finesse. Remember that Connect command only subscribes the user for finesse notifications. Still the user is not logged in to the finesse to make and receive calls. Login command parameters are agent login id, password and extension that allows the agent to login to finesse desktop. In case of successful login, GC raises Agent Info, AgentState and Dialog state events. Now the agent will be able to make and receive calls on the client application.

Command: Login
JMS-Type	Login#<agent_login_Id>
JMS-Body	<agent_password>,<agent_extension>
<agent_login_Id>	Agent login Id to log on to finesse.
<agent_password>	Agent password to log on to finesse.
<agent_extension>	Agent extension used to make and receive calls from finesse
Expected Event (s)	Three events will be sent: AgentInfo AgentState DialogStatus
Possible Error (s)	Following errors are possible: MISSING_EXTENSION WRONG_EXTENSION LICENSES_EXCEEDED MISSING_PASSWORD USER_NOT_FOUND GENERAL_ERROR CF_GENERIC_UNSPECIFIED CF_INVALID_LOGON_DEVICE_SPECIFIED CF_RESOURCE_BUSY

Mobile Agent Login

The Login command is used to actually login to finesse. Remember that Connect command only subscribes the user for finesse notifications. Still the user is not logged in to the finesse to make and receive calls. Login command parameters are agent login id, password and extension that allows the agent to login to finesse desktop. In case of successful login, GC raises Agent Info, AgentState and Dialog state events. Now the agent will be able to make and receive calls on the client application.

Command: Mobile Agent Login
JMS-Type	MOBILEAGENTLOGIN#<agent_login_Id>
JMS-Body	<agent_password>,<agent_extension>,<dialNumber>,<connection_mode>
<agent_login_Id>	Agent login Id to log on to finesse.
<agent_password>	Agent password to log on to finesse.
<agent_extension>	Agent extension used to make and receive calls from finesse
<dialNumber>	The phone number that the system calls to connect with the mobile agent
<connection_mode>	The connection mode for the call (connection mode to “true” for “call by call”, “false” for “nailed connection”.)
Expected Event (s)	Three events will be sent: AgentInfo AgentState DialogStatus
Possible Error (s)	Following errors are possible: MISSING_EXTENSION WRONG_EXTENSION LICENSES_EXCEEDED MISSING_PASSWORD USER_NOT_FOUND GENERAL_ERROR CF_GENERIC_UNSPECIFIED CF_INVALID_LOGON_DEVICE_SPECIFIED CF_RESOURCE_BUSY

Heartbeats

Heartbeats keep clients up to date about connectivity to GC. Client sends Heartbeat command and GC replies with a system status event. Purpose of Hello and Beat looks similar. But, hello establishes the connection between GC and client for the first time and Beat ensures the connectivity periodically after the connection is established successfully. Response of Hello and Beat is the same.

Command: Beat
JMS-Type	Beat#<Client_Destination>
JMS-Body
<Client_Destination>	ActiveMQ Topic name on which GC will reply to the client. The client should subscribe on this Topic in order to receive the events.
Expected Event (s)	There can be three possible events: System#IN_SERVICE: GC is connected to finesse and can process command. You can send further commands to GC. System#OUT_OF_SERVICE: GC is not connected to finesse. Your commands will not be processed by GC. You are expected to send Hello command continuously until you didn’t receive System#IN_SERVICE. DESTINATION RECONNECT: Indicates that the <Client_Destination> is not present in GC. Need to send Connect and Login for all the agents available in the client's agent list.

Logout (Supervisor Command)

A Supervisor can change the agent's state to logout by sending Logout. Before sending the logout command, the agent must be in a state in which it can change its state to logout. See agent state transition.

Command: Logout
JMS-Type	Logout#<agent_login_Id>
JMS-Body
<agent_login_Id>	Login id of the agent need to be logout.
Expected Event (s)	AgentState (State#LOGOUT)
Possible Error (s)	PLEASE_RETRY CF_INVALID_OBJECT_STATE CF_RESOURCE_BUSY

LogoutWithReason

Once an agent is logged into the system, if he wants to leave the system, it should logout explicitly. Before sending the logout command, the agent must be in a state in which it can change its state to logout. See agent state transition. Client can get the configured reason on finesse by sending Agent Logout Reason Codes

Command: logoutwithreason
JMS-Type	logoutwithreason#<agent_login_Id>
JMS-Body	<reason_code>
<agent_login_Id>	Login id of the agent needs to be logged out.
<reason_code>	Logout reason code. Must be defined in Finesse.
Expected Event (s)	AgentState (State#LOGOUT)
Possible Error (s)	PLEASE_RETRY CF_INVALID_OBJECT_STATE CF_RESOURCE_BUSY MISSING_REASON_CODE

GetState

GetState command sends the user's current state on the finesse.

Command: GetState
JMS-Type	GetState#<agent_login_Id>
JMS-Body
<agent_login_Id>	Login id of the agent.
Expected Event (s)	AgentState
Possible Error (s)

MakeNotReady (Supervisor Command)

A Supervisor can change the agent's state to Not Ready by sending MakeNotReady. Before sending this command, the agent must be in a state in which it can change its state to NotReady. See agent state transition

Command: MakeNotReady
JMS-Type	MakeNotReady#<agent_login_Id>
JMS-Body
<agent_login_Id>	Login id of the agent.
Expected Event (s)	AgentState (State#NOT_READY)
Possible Error (s)	PLEASE_RETRY CF_INVALID_OBJECT_STATE CF_RESOURCE_BUSY

MakeNotReadyWithReason

An agent can change its state to Not Ready by sending MakeNotReady. Many times changing state to NotReady requires reason code. Reason codes can be configured in Finesse. The reason code must be sent along this request in the JMS body. Before sending this command, the agent must be in a state in which it can change its state to Not Ready. See agent state transition The client can get the configured reason on finesse by sending Agent Not Ready Reason Codes.

Command: MakeNotReadyWithReason
JMS-Type	MakeNotReadyWithReason#<agent_login_Id>
JMS-Body	<reason_code>
<agent_login_Id>	Login id of the agent needs to be logged out.
<reason_code>	Not Ready reason code. Must be defined in Finesse.
Expected Event (s)	AgentState (State#NOT_READY)
Possible Error (s)	PLEASE_RETRY CF_INVALID_OBJECT_STATE CF_RESOURCE_BUSY MISSING_REASON_CODE

MakeReady

An agent can change its state to Ready by sending MakeReady. Before sending this command, the agent must be in a state in which it can change its state to Ready. See agent state transition.

Command: MakeReady
JMS-Type	MakeReady#<agent_login_Id>
JMS-Body
<agent_login_Id>	Login id of the agent.
Expected Event (s)	AgentState (State#READY)
Possible Error (s)	PLEASE_RETRY CF_INVALID_OBJECT_STATE CF_RESOURCE_BUSY

Make WorkReady

If wrap-up is enabled, an agent enters WORK_READY state after a call is dropped. To leave WORK_READY state, agents can set their state to READY. Agents automatically transition to READY after the wrap-up timer expires. Before sending this command, the agent must be in a state in which it can change its state to Ready. See agent state transition.

Command: MakeWorkReady
JMS-Type	MakeWorkReady#<agent_login_Id>
JMS-Body
<agent_login_Id>	Login id of the agent.
Expected Event (s)	AgentState (State#WORK_READY)
Possible Error (s)	PLEASE_RETRY CF_INVALID_OBJECT_STATE CF_RESOURCE_BUSY

Make WorkNotReady

If wrap-up is enabled, and the agent chooses NOT_READY while on a call, that agent enters WORK state after the call is dropped. To leave WORK state, agents can set their state to NOT_READY. Agents automatically transition to NOT_READY after the wrap-up timer expires. Before sending this command, the agent must be in a state in which it can change its state to Ready. See agent state transition.

Command: MakeWorkNotReady
JMS-Type	MakeReady#<agent_login_Id>
JMS-Body
<agent_login_Id>	Login id of the agent.
Expected Event (s)	AgentState (State#WORK)
Possible Error (s)	PLEASE_RETRY CF_INVALID_OBJECT_STATE CF_RESOURCE_BUSY

Make a Call

This command allows a user to make a call. To make a call, a new Dialog object is created that specifies the <Extension_Number> (the destination target). The new Dialog object is posted to the Dialog collection for that user.

Command: MakeCall
JMS-Type	MakeCall#<agent_login_Id>
JMS-Body	<Extension_Number>
<agent_login_Id>	Login id of the agent.
<Extension_Number>	Extension of the other agent.
Expected Event (s)	The following events will arrive: AgentState (State#TALKING) InboundCall (INITIATING) InboundCall (INITIATED) InboundCall (ACTIVE)
Possible Error (s)	PLEASE_RETRY CF_INVALID_OBJECT_STATE CF_RESOURCE_BUSY MISSING_NUMBER CF_GENERIC_UNSPECIFIED

Answer a Call

This command allows a user to answer a call. To answer a call, a new Dialog object is created that specifies the <Dialog_ID> received in NEW INBOUND Call event .

Command: AnswerCall
JMS-Type	AnswerCall# <agent_login_Id>
JMS-Body	<Dialog_ID>
<agent_login_Id>	Login id of the agent.
<Dialog_ID>	ID of new inbound call
Expected Event (s)	The following events will arrive in a sequence: InboundCall (ACTIVE)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Release a Call

This command allows a user to drop a call. To drop a call, a new Dialog object is created that specifies the <Dialog_ID> received in INBOUND CALL ACTIVE event.

Command: ReleaseCall
JMS-Type	ReleaseCall# <agent_login_Id>
JMS-Body	<Dialog_ID>
<agent_login_Id>	Login id of the agent.
<Dialog_ID>	ID of new inbound call
Expected Event (s)	The following events will arrive in a sequence: InboundCall (DROP) AgentState
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Hold a Call (UCCE Only)

This command allows a user to hold a call. To hold a call, a new Dialog object is created that specifies the <Dialog_ID> received in INBOUND CALL ACTIVE event.

Command: HoldCall
JMS-Type	HoldCall# <agent_login_Id>
JMS-Body	<Dialog_ID>
<agent_login_Id>	Login id of the agent.
<Dialog_ID>	ID of new inbound call
Expected Event (s)	The following events will arrive: InboundCall (HOLD)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Note: This Command is only supported for UCCE. UCCX does not send the hold event in response to this command.

Retrieve a Call

This command allows a user to unhold a call. To unhold a call, a new Dialog object is created that specifies the <Dialog_ID> received in INBOUND CALL ACTIVE event.

Command: ReterieveCall
JMS-Type	RetrieveCall# <agent_login_Id>
JMS-Body	<Dialog_ID>
<agent_login_Id>	Login id of the agent.
<Dialog_ID>	ID of new inbound call
Expected Event (s)	The following events will arrive: InboundCall (ACTIVE)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Blind Transfer

This command allows a user to transfer the call blindly without waiting for the other agent to receive the call.

Command: BlindTransfer
JMS-Type	Transfer_sst# <agent_login_Id>
JMS-Body	<Other_Party_Extension_Number>,<Dialog_ID>
<agent_login_Id>	Login id of the agent.
<Dialog_ID>	ID of new inbound call
<Other_Party_Extension_Number>	Extension of the other agent.
Expected Event (s)	The following events will arrive: AgentState (HOLD) AgentState (TALKING) InboundCall (ACTIVE) ConsultCall (INITIATING) ConsultCall (INITIATED) ConsultCall (ALERTING) ConsultCall (DROP) InboundCall (ACTIVE) AgentState (TALKING) InboundCall (DROP) AgentState (WORK_READY#)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Consult Call

This command allows a user to initiate a consult call with other agent. Once the call is accepted by the other agent, the user can either transfer this call to the other agent or can initiate the conference call between all parties.

Command: CosultCall
JMS-Type	ConsultCall#<agent_login_Id>
JMS-Body	<Other_Party_Extension_Number>,<Dialog_ID>
<agent_login_Id>	Login id of the agent.
<Dialog_ID>	ID of new inbound call
<Other_Party_Extension_Number>	Extension of the other agent.
Expected Event (s)	The following events will arrive: ConsultCall (INITIATING) ConsultCall (INITIATED) ConsultCall (ALERTING) ConsultCall (ACTIVE)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Consult Transfer

This command allows a user to transfer the customer call to the consulted agent. This will drop the consult call between agents and transfer the customer call to the other agent.

Command: TransferCall
JMS-Type	TransferCall#<agent_login_Id>
JMS-Body	<Agent_Extension>,<Dialog_ID>
<agent_login_Id>	Login id of the agent.
<Dialog_ID>	ID of new inbound call (Main Call Dialog Id)
<Agent_Extension>	Extension of the agent. (Extension of the 2nd agent)
Expected Event (s)	The following events will arrive: InboundCall (DROP) ConsultCall (DROP) InboundCall (ACTIVE) AgentState InboundCall (DROP) AgentState
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Conference Call

This command allows a user to initiate the conference call with the customer and the consulted agent.

Command: ConferenceCall
JMS-Type	Conferencecall#<agent_login_Id>
JMS-Body	<Agent_Extension>,<Dialog_ID>
<agent_login_Id>	Login id of the agent.
<Dialog_ID>	ID of new inbound call (Main Call Dialog Id)
<Agent_Extension>	Extension of the agent. (Extension of the 2nd agent)
Expected Event (s)	The following events will arrive: InboundCall (ACTIVE) ConsultCall (DROP) IInboundCall (ACTIVE)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

GetDialogState

While a call is active, the client can get the state of that particular dialog by sending GetDialogState command. Dialog state event will update the current state of the dialog.

Command: GetDialogState
JMS-Type	GetDialogState#<agent_login_Id>
JMS-Body	<Dialog_Id>
<agent_login_Id>	Login id of the agent.
<Dialog_Id>	Id of Dialog whose state update is needed.
Expected Event (s)	DialogState
Possible Error (s)

Agent Logout Reason Codes

Logout reason codes represent reasons that agents can select when they change their state to logout.

Command: reasoncodelogout
JMS-Type	reasoncodelogout#<agent_login_Id>
JMS-Body
<agent_login_Id>	Login id of the agent.
Expected Event (s)	ReasonCode
Possible Error (s)	CF_RESOURCE_BUSY

Agent Not Ready Reason Codes

Not Ready reason codes represent reasons that agents can select when they change their state to Not Ready.

Command: reasoncodenotready
JMS-Type	reasoncodenotready#<agent_login_Id>
JMS-Body
<agent_login_Id>	Login id of the agent.
Expected Event (s)	ReasonCode
Possible Error (s)	CF_RESOURCE_BUSY

Agent Wrap-up Reasons

The Wrap Up Reasons represents a reason that an agent can apply to a call during call wrap-up.

Command: wrapupreasoncode
JMS-Type	wrapupreasoncode#<agent_login_Id>
JMS-Body
<agent_login_Id>	Login id of the agent.
Expected Event (s)	ReasonCode
Possible Error (s)	CF_RESOURCE_BUSY

Update Dialog Wrap-up Reason

The Wrap Up Reason code represents a reason that an agent can apply to a call during call wrap-up.

Command: wrapup
JMS-Type	wrapup#<agent_login_Id>
JMS-Body	<Wrapup_Reason>,<dialog_id>
<agent_login_Id>	Login id of the agent.
<dialog_id>	Id of dialog for which Wrap-Up code needs to be updated.
<Wrapup_Reason>	The reason to be updated for the dialog
Expected Event (s)
Possible Error (s)	MISSING_DIALOG_ID E_CTI_INVALID_CALL_ID

Update Call Variable Data

This command allows a user to set or change call variables (including named variables or ECC variables) on a dialog.

Command: Update Call Variable
JMS-Type	update_call_variable#<agent_login_Id>
JMS-Body	<dialog_id>,<variable_name>=<variable_value>\| <variable_name>=<variable_value>....
<agent_login_Id>	Login id of the agent.
<dialog_id>	Id of dialog for which variable needs to be updated.
<variable_name>	The name of the variable to be updated. See Appendix 1 for variable names details
<variable_value>	This value of the variable.
Expected Event (s)	INBOUND CALL (ACTIVE)
Possible Error (s)	INVALID_CALL_DATA

Get Agents List

This command allows an admin user to get the list of all logged-in users.

Command: Get All Agents
JMS-Type	getallagents##<agent_login_Id>
JMS-Body
<agent_login_Id>	Login id of the agent.
Expected Event (s)	Users
Possible Error (s)	CF_GENERIC_UNSPECIFIED

Note

We have an API that returns all the PhoneBooks and contacts related to an Agent as well as Global Type but we are not using it right now as we decided first we will implement the flow of commands as mentioned below

API Url
https://developer.cisco.com/docs/finesse/#!user%e2%80%94get-list-of-phone-books/userget-list-of-phone-books

Get Team and Global Phonebooks

This command will get the global and team phonebooks for the agent

Command: Get_Phonebooks
JMS-Type	`GetPhonebooks#<agent_login_id>`
JMS-Body
<agent_login_Id>	Login ID of the agent.
Expected Event (s)	Phonebooks
Possible Error (s)

Get PhoneBook Contacts

This command will get the contacts of a specific phonebook

Command: Get_Phonebook_Contacts
JMS-Type	`GetPhonebookContacts#<agent_login_id>`
JMS-Body	<PhonebookID>
<agent_login_Id>	Login ID of the agent.
<PhonebookID>	The ID of the phonebook whose contacts are required
Expected Event (s)	Contacts
Possible Error (s)

Get Team PhoneBook

This command will get the phonebook of a specific team

Command: Get_Phonebook_Contacts
JMS-Type	`GetTeamPhonebooks#<agent_login_id>`
JMS-Body	`<TeamID>`
<agent_login_Id>	Login ID of the agent.
Expected Event (s)	Team PhoneBook
Possible Error (s)

Get Queue Info

This command will get the list of Queues with all detail in a Queue

Command: Get_Queue_Info
JMS-Type	getqueuelist#<agent_login_Id>
JMS-Body
<agent_login_Id>	Login ID of the agent.
Expected Event (s)	Queue Info
Possible Error (s)

Silent Monitor (Supervisor Function)

This command will start silent monitoring of Supervisor team members

Command: Silent_Monitor
JMS-Type	silentmonitor#<agent_login_Id>
JMS-Body	<Agent_Extension>
<agent_login_Id>	Login ID of the agent.
<Agent_Extension>	Extension of the Agent
Expected Event (s)	On Supervisor InboundCall (INITIATING) InboundCall (INITIATED) InboundCall (ACTIVE) On Agent NewInboundCall InboundCall (ACTIVE)
Possible Error (s)

End Silent Monitor (Supervisor Function)

This command will end silent monitoring of Supervisor team members

Command: End_Silent_Monitor
JMS-Type	`endsilentmonitor#<agent_login_Id`
JMS-Body	<Dialog_ID>
<agent_login_Id>	Login ID of the agent.
<Dialog_ID>	Id of dialog for which need to end silent monitoring
Expected Event (s)	On Supervisor InboundCall (ACTIVE) InboundCall (DROP) On Agent InboundCall (DROP)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Drop Participant (Supervisor Function)

This command will drop participant from call

Command: Drop_Participant
JMS-Type	dropparticipant#<agent_login_Id>
JMS-Body	<Agent_Extension>,<Dialog_ID>
<agent_login_Id>	Login ID of the agent.
<Agent_Extension>	Extension of the Agent
<Dialog_ID>	Id of dialog for which need to be drop
Expected Event (s)	On Supervisor InboundCall (ACTIVE) Print Message On Agent InboundCall (DROP)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Get Team Users (Supervisor Function)

This command will get team user and subscribe for team events

Command: Get_Team_Users
JMS-Type	getteamusers#<agent_login_Id>
JMS-Body	`<TeamID>,<true>`
<agent_login_Id>	Login ID of the agent.
<`TeamID`>	The ID of the team which we want to get
<`true`>	Pass true if you want to subscribe for team events
Expected Event (s)	Team Users
Possible Error (s)

Make a Barge Call (Supervisor Function)

This command will allow the supervisor to Barge In a call

Command: BargIn_Call
JMS-Type	`bargein#<agent_login_Id>`
JMS-Body	<Team_Agent_Extension>,<Dialog_ID>
<agent_login_Id>	Login ID of the agent.
<Team_Agent_LoginID>	ID of team agent which we want to bargeIn
<Dialog_ID>	Id of dialog
Expected Event (s)	On Supervisor InboundCall (ACTIVE) InboundCall (DROP) NewInboundCall NewInboundCall InboundCall (DROP) NewInboundCall InboundCall (ACTIVE) On Agent InboundCall (DROP) InboundCall (HELD) ConsultCall (INITIATING) ConsultCall (INITIATED) InboundCall (ACTIVE) InboundCall (DROP) InboundCall (ACTIVE)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Get Team Users State (Supervisor Function)

This command will get Team user state

Command: BargIn_Call
JMS-Type	`getteamuserstate#<agent_login_Id>`
JMS-Body	<Team_Agent_LoginID>
<agent_login_Id>	Login ID of the agent.
<Team_Agent_LoginID>	ID of team agent which we want to bargeIn
Expected Event (s)	Team Member State Changed
Possible Error (s)

Accept Outbound Preview Call

This command will accept the outbound preview call

Command: Accept_Outbound_Call
JMS-Type	AcceptOutboundPreview#<`agent_login_id`>
JMS-Body	<dialog_id>,<ACCEPT>
<agent_login_Id>	Login ID of the agent.
<dialog_id>	Id of dialog
<ACCEPT>	String parameter
Expected Event (s)	Before Call Accepted NewOutboundPreviewCall AgentState (RESERVED) InboundCall (ACTIVE) InboundCall (ACTIVE) After Call Accepted InboundCall (ACCEPTED) InboundCall (INITIATING) InboundCall (DROPPED) InboundCall (INITIATING) InboundCall (INITIATED) InboundCall (ACTIVE)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Reject Outbound Preview Call

This command will reject the outbound preview call

Command: BargIn_Call
JMS-Type	RejectOutboundPreview#<`agent_login_id`>
JMS-Body	<dialog_id>,<REJECT>
<agent_login_Id>	Login ID of the agent.
<dialog_id>	Id of dialog
<REJECT>	String parameter
Expected Event (s)	InboundCall (ACTIVE) InboundCall (DROPPED)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Close Outbound Preview Call

This command will close the outbound preview call

Command: BargIn_Call
JMS-Type	CloseOutboundPreview#<`agent_login_id`>
JMS-Body	<dialog_id>,<CLOSE>
<agent_login_Id>	Login ID of the agent.
<dialog_id>	Id of dialog
<CLOSE>	String parameter
Expected Event (s)	InboundCall (ACTIVE) InboundCall (DROPPED)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Get Skill Group (Only for UCCE)

This command will get a list of skill groups from the database

Command: SkillGroup
JMS-Type	GETSKILLGROPU#<`agent_login_id`>
JMS-Body
<agent_login_Id>	Login ID of the agent.
Expected Event (s)
Possible Error (s)

Get Supervisors List (Only for UCCE)

This command will get a list of supervisors from the database

Command: supervisors
JMS-Type	GETSUPERVISOR#<`agent_login_id`>
JMS-Body
<agent_login_Id>	Login ID of the agent.
Expected Event (s)
Possible Error (s)

Callback

Callbacks

Regular Callbacks

Any agent who is assigned to the campaign can handle regular callbacks.

Personal Callbacks

Only an agent who dealt with the original call can set a personal callback. The dialer offers the agent the personal callback using a mode similar to the Preview dialing mode.

Personal callback supports three callback modes:

Use Campaign DN

If the agent is unavailable at the callback time, Outbound Option reserves another agent for the callback using the dialed number of the associated campaign skill group.
If an alternate agent is also unavailable from the Campaign DN script, the retry action is No Answer.

Reschedule the personal callback to the same time the next business day or Abandon the personal callback.

If the agent is logged in at any point during the callback period, Outbound Option reserves the agent and places the callback.
If the agent is unavailable during the entire callback period, the personal callback fails. The call is rescheduled or abandoned based on the configuration setup.

this configuration will be done at the campaign management side, we will only schedule a callback

Can we schedule a callback again on callback?

Yes, we can schedule a callback again on the callback.

Schedule a callback call

This command will schedule a campaign callback call

Command: Schedule_callback_Call
JMS-Type	SHCEDULECALLBACK#<agent_login_id>
JMS-Body	<targetMediaAddress>,<dialog_id>,<callbackTime>,<callbackNumber>
<agent_login_Id>	Login ID of the agent.
<dialog_id>	The ID of the dialog
<targetMediaAddress>	The extension of the agent who is making the request
<callbackTime>	callback time
<callbackNumber>	callback number
Expected Event (s)	Print Message InboundCall (ACTIVE) Callback Scheduled Print Message InboundCall (ACTIVE)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Update a callback call

This command will update a campaign callback call

Command: Update_callback_Call
JMS-Type	UPDATECALLBACK#<agent_login_id>
JMS-Body	<targetMediaAddress>,<dialog_id>,<callbackTime>,<callbackNumber>
<agent_login_Id>	Login ID of the agent.
<dialog_id>	The ID of the dialog
<targetMediaAddress>	The extension of the agent who is making the request
<callbackTime>	callback Time
<callbackNumber>	callback Number
Expected Event (s)	Print Message InboundCall (ACTIVE) Callback Updated Print Message InboundCall (ACTIVE)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Cancel a Schedule callback Call

This command will cancel the scheduled callback call

Command: cancel_scheduled_Call
JMS-Type	CANCELSHCEDULECALLBACK#<agent_login_id>
JMS-Body	<targetMediaAddress>,<dialog_id>
<agent_login_Id>	Login ID of the agent.
<dialog_id>	Id of dialog
<targetMediaAddress>	The extension of the agent who is making the request
Expected Event (s)	Callback Canceled Print Message InboundCall (ACTIVE)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Reclassify a Direct Preview Call

This command will reclassify an outbound direct preview call

Command: Reclassify _Call
JMS-Type	RECLASSIFYCALL#<agent_login_id>
JMS-Body	<targetMediaAddress>,<dialog_id>,<Value>
<agent_login_Id>	Login ID of the agent.
<dialog_id>	The ID of the dialog
<targetMediaAddress>	The extension of the agent who is making the request
<Value>	Reclassify value
Expected Event (s)	Reclassify Created Print Message InboundCall (ACTIVE)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Note Reclassify

In UCCE the possible reclassify values are

REX_ANS_MACHINE
REX_FAX
REX_INVALID
REX_VOICE

Note Accept and Reject Personal Callback

We will use the same commands as we are using to accept direct preview calls and reject direct preview calls for accept and reject personal callback.

we are just highlighting there for personal callback but we will use already implemented commands for direct preview campaign call

Accept Personal Callback Call

This command will accept the personal callback call

Command: Accept_Outbound_Call
JMS-Type	AcceptOutboundPreview#<`agent_login_id`>
JMS-Body	<dialog_id>,<ACCEPT>
<agent_login_Id>	Login ID of the agent.
<dialog_id>	Id of dialog
<ACCEPT>	String parameter
Expected Event (s)	In UCCE Before Call Accepted NewOutboundPreviewCall AgentState (RESERVED) InboundCall (ACTIVE) InboundCall (ACTIVE) After Call Accepted InboundCall (ACCEPTED) InboundCall (INITIATING) InboundCall (DROPPED) InboundCall (INITIATING) InboundCall (INITIATED) InboundCall (ACTIVE) In UCCX Before Call Accepted AgentState (RESERVED) InboundCall (INITIATING) NewOutboundPreviewCall After Call Accepted InboundCall (DROPPED) InboundCall (INITIATING) InboundCall (INITIATED) Print Message InboundCall (ACTIVE)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

Reject Personal Callback Call

This command will reject the personal callback Call

Command: Reject_Outbound_Call
JMS-Type	RejectOutboundPreview#<`agent_login_id`>
JMS-Body	<dialog_id>,<REJECT>
<agent_login_Id>	Login ID of the agent.
<dialog_id>	Id of dialog
<REJECT>	String parameter
Expected Event (s)	InboundCall (ACTIVE) InboundCall (DROPPED)
Possible Error (s)	MISSING_DIALOG_ID CF_GENERIC_UNSPECIFIED

All Events

System#IN_SERVICE

System#IN_SERVICE is the event that a client connected to GC receives frequently. Normally it is the response of Hello or Beat commands. It indicates that the GC is connected to Finesse and can perform actions in response to the command.

Event: System#IN_SERVICE
JMS-Type	NULL
JMS-Body	System#IN_SERVICE
Event Category	System

System#OUT_OF_SERVICE

Normally it is the response of Hello or Beat commands. It indicates that the GC is not connected to Finesse and unable to perform action in response to the commands. After sending this event, GC will stop receiving further commands from clients. Client should send Hello until it didn’t receive System#IN_SERVICE.

Event: System#OUT_OF_SERVICE
JMS-Type	NULL
JMS-Body	System#OUT_OF_SERVICE
Event Category	System

DESTINATION RECONNECT

GC replies to Heartbeat commands with System#<System_Status> if the destination is already present in GC. If the destination specified by Heartbeat is not present in GC, GC replies with this event. In response to this event, the client should send Connect and Login for all the agents available in the client's agent list.

Event: DESTINATION
JMS-Type	NULL
JMS-Body	DESTINATION#<Destination_Name>#RECONNECT
<Destination_Name>	Client destination on which GC will reply to client.
Event Category	Destination

CallBack Scheduled

We will send this event to the Client after successfully scheduling a callback.

Event: Callback
JMS-Type	NULL
JMS-Body	CallBack#<CallBack>
Event Category	Info

AgentInfo

AgentInfo event contains the basic information of the agent. Like, Agent’s first name, last name, wrapup mode, is this agent has supervisor rights and agent’s full name. GC sends this event only when the agent logged in successfully to the finesse. This event will never be sent again in a session.

Event: AgentInfo
JMS-Type	NULL
JMS-Body	For Agent <agent_login_Id>#AgentInfo#<agent_first_name>#<agent_last_name>#<Is_Supervisor>#<wrap_up_mode>#<agent_teamId>#<agent_full_name>#<agent_login_name> For Supervisor <agent_login_Id>#AgentInfo#<agent_first_name>#<agent_last_name>#<Is_Supervisor>#<wrap_up_mode>#TotalNumberOfTeams:TeamsCount#<team_1_id><team_1_name>\|<team_2_id><team_2_name>#<agent_teamId>#<agent_full_name>#<agent_login_name>
<agent_login_Id>	Agent’s login Id, which is logged in
<agent_first_name>	Agent’s First Name
<agent_last_name>	Agent’s Last Name
<Is_Supervisor>	Is this agent has the role of Supervisor. True \| False
teams	it's a list of all teams. Each element is a team object as defined below.
team_id	id of the team
team_name	name of the team
<wrap_up_mode>	Configured wrapup mode for agent. Allowed values for wrap_up mode are: OPTIONAL REQUIRED NOT_ALLOWED REQUIRED_WITH_ WRAP_UP_DATA
Event Category	agent_info

AgentState

AgentState describes the current state of the agent on finesse. Normally GC sends this event when the agent state is changed on finesse or in response to the GetState command from the client.

Event: State
JMS-Type	NULL
JMS-Body	<agent_login_Id>#State#<agent_current_state>#<resonCodeId>#<agent_StateChangeTimeString>#<agent_PendingState>#<agent_StateChangeTime>#<agent_full_name>#<agent_login_Id>#<agent_Extension>#<agent_StateChangeReasonLabel>#<agent_full_name>#<agent_login_name>
<agent_login_Id>	Agent’s login Id, which is logged in
<agent_current_state>	Current State of Agent. Possible states are: UNKNOWN READY NOT_READY LOGOUT LOGIN TALKING RESERVED RESERVED_OUTBOUND RESERVED_OUTBOUND_PREVIEW WORK WORK_READY HOLD
<resonCodeId>	Reason code for state change. In case of LOGOUT and NOT_READY for the first time it will be -1. After that whenever you change state with reason code, that reason code will be sent along. In case of ready, it will be empty.
<agent_full_name>	name of the agent
<agent_login_Id>	login id of the agent
<agent_Extension>	login extension of the agent
<agent_StateChangeReasonLabel>	Label of any state change
Event Category	agent_state

State#RE_LOGIN

RE_LOGIN is a special case. It occurs when GC receives command from a client for a particular agent which is not present in GC. In this case, the client needs to send the Connect and Login commands again.

DialogStatus

When an agent login, GC explicitly gets the list of active dialogs of the agent and sends it. GC gets the list of dialogs for each agent upon failover. If there is any dialog active, even any dialog is associated with active dialog for the agent, GC will send detailed dialog status event to the particular agent. If there is no active dialog for an agent, GC will send DialogStatus###.

Event: DialogStatus
JMS-Type	NULL
JMS-Body	<agent_login_id>#DialogStatus#<dialog_ID>#DialogState#<fromAddress>#<Call-Variables>#<associated_dialog_ID>#AssDialogState#<fromAddress>#<Call-Variables>
<agent_login_Id>	Agent’s login Id, which is logged in
<dialog_ID>	ID of the current active dialog
<fromAddress>	From address of active dialog
<Call-Variables>	Call variable of the dialog
<associated_dialog_ID>	ID of dialog associated with the dialog of the agent.
Event Category	agent_state

Reason Codes

The ReasonCode object represents a reason code that can be applied when an agent changes state. There are two categories of reason codes: not ready reason codes and sign out reason codes.

Administrators can use either the ReasonCode APIs or the Finesse administration console to configure not ready and sign out reason codes. When using the APIs to configure reason codes, the administrator specifies the category of reason code in the request (NOT_READY or LOGOUT).

An additional reason code category is Wrap-up reason. The WrapUpReason object represents a reason that an agent can apply to a call during call wrap-up. WrapUp has only reason labels. There are no codes associated with the labels.

Event: ReasonCodes
JMS-Type	NULL
JMS-Body	<agent_login_Id>#ReasonCodes#Category:<category>#<code_1>,<code_2>,… #Labels:<label_1>,<label_2>,…#<agent_full_name>
<category>	Category of reason codes. Possible values: NOT_READY LOGOUT Wrap_Up
<code_1>,<code_2>,.....	Numeric codes of reasons
<label_1>,<label_2>,…	Labels for each code. <code_1> corresponds to <label_1>
Event Category	agent_work

Inbound Call State

This event is fired when GC receives an update about dialog from finesse for an inbound call. It is sent along with dialog id as multiple dialogs can be present simultaneously at a time. “#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)

Event: InboundCall
JMS-Type	NULL
JMS-Body	Normal:InboundCall#<Inboundcall_current_state>#DialogID:<dialog_ID>#<fromAddress>#<CallVariables>#<start_time>#CallType:<call_type>#ParticipantsCount:<participantsCount>#participants:<participants> Failure: <agent_login_Id>#InboundCall#FAILED#DialogID:<dialog_ID>#<Failure_Cause>#<agent_full_name>
<agent_login_Id>	Agent’s login Id, which is logged in
<Inboundcall_current_state>	Current state of the dialog. Possible values are: INITIATING INITIATED ALERTING ACTIVE FAILED DROPPED ACCEPTED
<dialog_ID>	ID of the current active dialog
<fromAddress>	From address of active dialog
<Call-Variables>	Call variable values are sent comma separated. Call variable names are not being sent.
<start_time>	start time of the call
<call_type>	call type In Silent Monitoring the call type (at Agent & Supervisor) will be SUPERVISOR_MONITOR (SM)
<Failure_Cause>	Cause of Dialog failure. Only in the case of State=Failed
Event Category	agent_dialog

New Inbound Call

This event occurs when an incoming call is ringing for the agent. This event specifies from address, call variables and dialog id for the agent. Client needs to activate the control for accepting or rejecting the call.

Event: NewInboundCall
JMS-Type	NULL
JMS-Body	NewInboundCall#<from_address>#<callvariable1,callvariable2,..>#DialogID:<dialog_ID>#CallType:<call_type>#<start_time>
<agent_login_Id>	Agent’s login Id, which is logged in
<Dialog_ID>	ID of the current active dialog
<fromAddress>	From address of active dialog
<Call-Variables>	Call variable values are sent comma separated. Call variable names are not being sent.
<start_time>	start time of the call
<call_type>	call type In Silent Monitoring the call type (at Agent & Supervisor) will be SUPERVISOR_MONITOR (SM)
Event Category	agent_dialog

New Outbound Preview Call

This event occurs when an incoming call is ringing for the agent. This event specifies from address, call variables and dialog id for the agent. Client needs to activate the control for accepting or rejecting the call.

Event: NewOutboundPreviewCall
JMS-Type	NULL
JMS-Body	NewOutboundPreviewCall#<from_address>#<callvariable1,callvariable2,..>#DialogID:<dialog_ID>#CallType:<call_type>
<agent_login_Id>	Agent’s login Id, which is logged in
<Dialog_ID>	ID of the current active dialog
<fromAddress>	From address of active dialog
<Call-Variables>	Call variable values are sent comma separated. Call variable names are not being sent.
<call_type>	call type
Event Category	agent_dialog

DialogState

While a call is active, the client can get the state of that particular dialog by sending GetDialogState command. Dialog state event represents the current state of the dialog.

Event: DialogState
JMS-Type	NULL
JMS-Body	<agent_login_Id>#DialogState#<dialog_state>#<dialog_ID>#<agent_full_name>
<agent_login_Id>	Agent’s login Id, which is logged in
<dialog_state>	Current state of the dialog. Possible values are: INITIATING INITIATED ALERTING ACTIVE FAILED DROPPED ACCEPTED
<dialog_ID>	ID of the dialog
Event Category	agent_dialog

Consult Call State

This event informs the client about the current state of consult call for an agent. <associated_dialog_ID> denotes the id of associated dialog whose state is being sent.

Event: DialogState
JMS-Type	NULL
JMS-Body	Normal: <agent_login_Id>#ConsultCall#<ConsultCall_current_state>#AssDialogID:<associated_dialog_ID>#<fromAddress>#<Call_Variable>#<Agent_Name> Failure: <agent_login_Id>#ConsultCall#FAILED#AssDialogID:<associated_dialog_ID>#<Failure_Cause>#<Agent_Name>
<agent_login_Id>	Agent’s login Id, which is logged in
<ConsultCall_current_state>	Current state of the dialog. Possible values are: INITIATING INITIATED ALERTING ACTIVE FAILED DROPPED ACCEPTED
<associated_dialog_ID>	ID of the associated dialog
<Call-Variables>	Call variable values are sent comma separated. Call variable names are not being sent.
Event Category	agent_dialog

Supervisor Team Info(IDs) [Supervisor Event]

Informs a Supervisor agent about its team. It consists of the ID’s of all the teams assigned to the supervisor agent. This event is only available for supervisor agents.

Event: TeamInfoIDs
JMS-Type	NULL
JMS-Body	<agent_supervisor_login_Id>#TeamInfoIDs#TeamID#<agent_team_ID_1>,<agent_team_ID_2>,… #<agent_full_name>
<agent_supervisor_login_Id>	Agent’s login Id, which is logged in
<agent_team_ID_1>,<agent_team_ID_2>,...	Comma separated team ids assigned to the agent.
Event Category	supervisor_info

Supervisor Team Info(Names) [Supervisor Event]

Informs a Supervisor agent about its team. It consists of names of all the teams (comma separated) assigned to the supervisor agent. This event is only available for supervisor agents.

Event: TeamInfoNames
JMS-Type	NULL
JMS-Body	<agent_supervisor_login_Id>#TeamInfoNames#TeamName#<agent_team_name_1>,<agent_team_name_2>,… #<agent_full_name>
<agent_supervisor_login_Id>	Agent’s login Id, which is logged in
<agent_team_name_1>,<agent_team_name_2>,…	Comma separated team names assigned to the agent.
Event Category	supervisor_info

Queue Info [Supervisor Event]

Informs a supervisor about its Queue. This event comes with the Queue Name, Calls in Queue, no of calls in queue, No of agents with their states. This is a supervisor only event.

Event: QueueList
JMS-Type	NULL
JMS-Body	UCCE Payload <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> UCCX Payload For Supervisor <agent_supervisor_login_Id>#QueueList# QueueName:<queue_1_name>,Type:<SnapShot>:WaitingCalls:<queue_1_WaitingCalls>,AgentsLoggedIn:<queue_1_AgentsLoggedIn>, AgentsReady:<queue_1_AgentsReady>,AgentsNotReady:<queue_1_AgentsNotReady>, AgentsInAfterCallWork:<queue_1_AgentsInAfterCallWork>,AgentsTalking:<queue_1_AgentsTalking>, AgentsReserved:<queue_1_AgentsReserved>\|Type:<SinceMidNight>:WaitingCalls:<queue_WaitingCalls>, HandledCalls:<queue_1_HandledCalls>,AbandonedCalls:<queue_1_AbandonedCalls>, TotalCalls:<queue_1_TotalCalls>, LongestCallInQueue:<queue_1_LongestCallInQueue>, LongestHandleTime:<queue_1_LongestHandleTime>#...# QueueName:<queue_n_name>,Type:<SnapShot>:WaitingCalls:<queue_n_WaitingCalls>,AgentsLoggedIn:<queue_n_AgentsLoggedIn>, AgentsReady:<queue_n_AgentsReady>,AgentsNotReady:<queue_n_AgentsNotReady>, AgentsInAfterCallWork:<queue_1_AgentsInAfterCallWork>,AgentsTalking:<queue_1_AgentsTalking>, AgentsReserved:<queue_n_AgentsReserved>\|Type:<SinceMidNight>:WaitingCalls:<queue_n_WaitingCalls>, HandledCalls:<queue_n_HandledCalls>,AbandonedCalls:<queue_1_AbandonedCalls>, TotalCalls:<queue_n_TotalCalls>, LongestCallInQueue:<queue_n_LongestCallInQueue>, LongestHandleTime:<queue_n_LongestHandleTime> For Agent <agent_login_Id>#QueueList# QueueName:<queue_1_name>,WaitingCalls:<queue_1_WaitingCalls>,LongestCallInQueue:<queue_1_LongestCallInQueue>#... #QueueName:<queue_n_name>,WaitingCalls:<queue_n_WaitingCalls>,LongestCallInQueue:<queue_n_LongestCallInQueue>
<agent_supervisor_login_Id>	Agent’s login Id, which is logged in
<queue_name>	Name of Queue
<Number_of_CallsInQueue>	No of Calls in Queue
<Number_of_Agents_Ready>	No of agents in READY state
<Number_of_Agents_NotReady>	No of agents in NOT_READY state
<number_of_agents_talking_inbound>	No of agents TALKING on INBOUND calls
<number_of_agents_talking_outbound>	No of agents TALKING on OUTBOUND calls
<number_of_agents_talking_internal>	No of agents talking internal
<number_of_agents_in_wrapup_ready_state>	No of agents in WRAPUP READY state
<number_of_agents_in_wrapup_notready_state>	No of agents in WRAPUP NOT_READY state
<queue_1_WaitingCalls>	Number of calls in queue for a CSQ.
<queue_1_AgentsLoggedIn>	Number of agents in Logged-In state.
<queue_1_AgentsInAfterCallWork>	Number of agents in Work state.
<queue_1_AgentsTalking>	Number of agents in Talking state.
<queue_1_AgentsReserved>	Number of agents in Reserved state.
<queue_1_HandledCalls>	Number of calls that are answered by the agents in the CSQ.
<queue_1_AbandonedCalls>	Number of calls that are abandoned for a CSQ.
<queue_1_TotalCalls>	Number of calls that are presented to the CSQ.
<queue_1_LongestHandleTime>	Longest talk time of any call that the agent handled.
<agent_full_name>	Full name of Supervisor
Event Category	supervisor_queue_info

Users [Admin Event]

Event: TeamUsersList
JMS-Type	NULL
JMS-Body	<agent_login_Id>#AgentsList#LoginId=XXXX,Name=XXXX Extension=XXXX,State=XXXX,Team=XXXX\|.......\|.......
<agent_login_Id>	Agent’s login Id, which is logged in
Event Category

Team Users [Supervisor Event]

Event: TeamUsersList
JMS-Type	NULL
JMS-Body	<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>,Label:<user_1_stateChangeLabel># 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>,Label:<user_2_stateChangeLabel># 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>,Label:<user_n_stateChangeLabel>
<agent_supervisor_login_Id>	Agent’s login Id, which is logged in
<user_firstName>	User's first name
<user_lastName>	User's last name
<user_extension>	User's extension
<user_loginID>	User's login ID
<user_state>	User's state
<user_pendingState>	User's pending State
<user_mediaType>	User's media Type
<user_stateChangeTime>	User's state Change Time
<user_stateChangeLabel>	User's state Change Label
Event Category	supervisor_team_user

Team Member State Changed [Supervisor Event] (Not Using)

This event informs a Supervisor agent about the state change of an agent in the team.

Event: TeamMemberStateChanged
JMS-Type	NULL
JMS-Body	<agent_supervisor_login_Id>#TeamMemberStateChanged#<teamID>#<agent_state>
<agent_supervisor_login_Id>	Agent’s login Id, which is logged in
Event Category	supervisor_team_info

Conference Participants [Supervisor Event]

This event updates a Supervisor about participants of a call. Only extensions of conference participants are provided.

Event: ConferenceParticipants
JMS-Type	NULL
JMS-Body	<agent_supervisor_login_Id>#ConferenceParticipants#<extension_1>,<extension_2>,…
<agent_supervisor_login_Id>	Agent’s login Id, which is logged in
Event Category	supervisor_queue_info

Print Message in agent window as sent

Sometimes it needs to display some messages in the agent's windows. This event helps to achieve this objective. GC sends a message that should display directly in the agent's window.

Event: Control
JMS-Type	NULL
JMS-Body	<agent_login_Id>#Control#PrintStatusBar#<Message_To_Agent>
<agent_login_Id>	Agent’s login Id, which is logged in
<Message_To_Agent>	Message to print in agent’s window
Event Category	agent_control

Phonebooks

This event contains the names and IDs of global and team phonebooks

Event: Phonebook
JMS-Type	NULL
JMS-Body	<agent_supervisor_login_Id>#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> If no data found <agent_supervisor_login_Id>#Phonebooks#NoPhoneBookFound
<agent_login_Id>	Agent’s login Id, which is logged in
<phonebook_name>	PhoneBook name
<phonebook_type>	PhoneBook type
<phonebook_id>	PhoneBook Id
Event Category	phonebook

Contacts

This event contains all the contacts for a specific phonebook

Event: Phonebook
JMS-Type	NULL
JMS-Body	<agent_supervisor_login_Id>#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> If no data found <agent_supervisor_login_Id>#PhonebookContacts#NoContactFound
<agent_login_Id>	Agent’s login Id, which is logged in
<contact_description>	Description of contact
<contact_firstName>	Contact first name
<contact_lastName>	Contact last name
<contact_phoneNumber>	Contact phone number
<contact_id>	Contact Id
Event Category	contacts

Team PhoneBook

This event contains all the phonebook for a specific team

Event: TeamUsersList
JMS-Type	NULL
JMS-Body	<agent_supervisor_login_Id>#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> If no data found <agent_supervisor_login_Id>#TeamPhoneBooks#NoTeamPhoneBookFound
<agent_supervisor_login_Id>	Agent’s login Id, which is logged in
<phonebook_name>	PhoneBook name
<phonebook_type>	PhoneBook type
<phonebook_id>	PhoneBook Id
Event Category	phonebook

CallBack Message

Event: CallbackMessage
JMS-Type	NULL
JMS-Body	<agent_login_Id>#title#data
<agent_login_Id>	Agent’s login Id, which is logged in
Event Category

All Errors

All the possible errors are listed below with the suggested action on the client side. You can display friendly messages against these messages on the client end. Error origin is mentioned with each error that helps the developer to debug the issue.

SUBSCRIPTION_FAILED

This error occurs when GC tries to get a subscription of an agent with supplied credentials and those credentials are invalid.

Error: SUBSCRIPTION_FAILED
JMS-Type	NULL
JMS-Body	<Error_For>#Error#SUBSCRIPTION_FAILED
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Generic Connector
Error Summary	Invalid credentials supplied for agent login
Expected Client’s Behaviour	Display the error message and ask the agent to enter valid credentials and send the command again.

UNABLE_TO_SUBSCRIBE_TO_FINESSE

This error occurs when GC tries to get a subscription of an agent with supplied credentials and those credentials are invalid. Same as SUBSCRIPTION_FAILED.

Error: UNABLE_TO_SUBSCRIBE_TO_FINESSE
JMS-Type	NULL
JMS-Body	<Error_For>#Error#UNABLE_TO_SUBSCRIBE_TO_FINESSE
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Generic Connector
Error Summary	Invalid credentials supplied for agent login
Expected Client’s Behaviour	Display the error message and ask the agent to enter valid credentials and send the command again.

SESSION_INVALIDATED

Sometimes user requests connect from a new destination while he is already logged in from an older destination and his session is active. In such cases, GC will send this error to the older destination and process the connect request from the new destination. AgentState LOGOUT immediately after this error.

Error: SESSION_INVALIDATED
JMS-Type	NULL
JMS-Body	<Error_For>#Error#SESSION_INVALIDATED
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Generic Connector
Error Summary	The current session session for user has been invalidated, user has been logged in from a new destination. GC will send a logout message followed by this message
Expected Client’s Behaviour	Display the error message and ask the user to login again.

LICENSES_EXCEEDED

No. of simultaneous logged in users exceed to the allowed users in license.

Error: LICENSES_EXCEEDED
JMS-Type	NULL
JMS-Body	<Error_For>#Error#LICENSES_EXCEEDED
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Generic Connector
Error Summary	User license limit exceeded
Expected Client’s Behaviour	Display the error message.

MISSING_EXTENSION

Extension is missing in request.

Error: MISSING_EXTENSION
JMS-Type	NULL
JMS-Body	<Error_For>#Error#MISSING_EXTENSION
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Generic Connector
Error Summary	Extension is missing in request.
Expected Client’s Behaviour	Display the error message and ask the user to enter valid Extension. Send the request again.

WRONG_EXTENSION

Extension provided in request contains alphabetic characters.

Error: WRONG_EXTENSION
JMS-Type	NULL
JMS-Body	<Error_For>#Error#WRONG_EXTENSION
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Generic Connector
Error Summary	Extension is not valid (contains alphabetic characters)
Expected Client’s Behaviour	Display the error message and ask the user to enter valid Extension. Send the request again.

MISSING_PASSWORD

Password is missing in the request. The request should be sent along with the password.

Error: MISSING_PASSWORD
JMS-Type	NULL
JMS-Body	<Error_For>#Error#MISSING_PASSWORD
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Generic Connector
Error Summary	Password is missing in request
Expected Client’s Behaviour	Display the error message and ask the user to enter a password. Send the request again.

USER_NOT_FOUND

Agent ID isn't found in Finesse.

Error: USER_NOT_FOUND
JMS-Type	NULL
JMS-Body	<Error_For>#Error#USER_NOT_FOUND
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Finesse
Error Summary	Agent ID isn't found in Finesse
Expected Client’s Behaviour	Display the error message and ask the user to enter valid credentials. Send the request again.

GENERAL_ERROR

When the root cause of error is unclear. This error is sent only for the Login command.

Error: GENERAL_ERROR
JMS-Type	NULL
JMS-Body	<Error_For>#Error#GENERAL_ERROR
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Finesse
Error Summary	When the root cause of error is unclear.
Expected Client’s Behaviour	Display the error message and send the request again.

CF_GENERIC_UNSPECIFIED

When the root cause of error is unclear. No specific details available. Can occur at any command.

Error: CF_GENERIC_UNSPECIFIED
JMS-Type	NULL
JMS-Body	<Error_For>#Error#CF_GENERIC_UNSPECIFIED
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Finesse
Error Summary	Root cause of the error is unclear. No specific details available
Expected Client’s Behaviour	Display the error message and send the request again.

CF_INVALID_LOGON_DEVICE_SPECIFIED

The request specified an invalid logon device.

Error: CF_INVALID_LOGON_DEVICE_SPECIFIED
JMS-Type	NULL
JMS-Body	<Error_For>#Error#CF_INVALID_LOGON_DEVICE_SPECIFIED
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Finesse
Error Summary	The request specified an invalid logon device.
Expected Client’s Behaviour	Display the error message and ask the user to enter a valid extension. Send the request again.

CF_RESOURCE_BUSY

An internal resource is busy.

Error: CF_RESOURCE_BUSY
JMS-Type	NULL
JMS-Body	<Error_For>#Error#CF_RESOURCE_BUSY
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Finesse
Error Summary	An internal resource is busy.
Expected Client’s Behaviour	Send the request again.

CF_INVALID_OBJECT_STATE

The object is in the incorrect state for the request.

Error: CF_INVALID_OBJECT_STATE
JMS-Type	NULL
JMS-Body	<Error_For>#Error#CF_INVALID_OBJECT_STATE
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Finesse
Error Summary	The object is in the incorrect state for the request.
Expected Client’s Behaviour	Send the request again.

PLEASE_RETRY

Invalid request params, IOException, request timeout.

Error: PLEASE_RETRY
JMS-Type	NULL
JMS-Body	<Error_For>#Error#PLEASE_RETRY
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Generic Connector
Error Summary	Invalid request params, IOException, request timeout.
Expected Client’s Behaviour	Send the request again.

MISSING_REASON_CODE

GC/Finesse expects reason-code that wasn't provided by the client.

Error: MISSING_REASON_CODE
JMS-Type	NULL
JMS-Body	<Error_For>#Error#MISSING_REASON_CODE
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Generic Connector
Error Summary	GC/Finesse expects reason-code that wasn't provided by the client
Expected Client’s Behaviour	Send the request again with reason codes.

MISSING_DIALOG_ID

Dialog ID is missing in request.

Error: MISSING_DIALOG_ID
JMS-Type	NULL
JMS-Body	<Error_For>#Error#MISSING_DIALOG_ID
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Generic Connector
Error Summary	Dialog id is missing in request
Expected Client’s Behaviour	Send the request again with dialog id.

MISSING_NUMBER

Number to dial is missing in request

Error: MISSING_NUMBER
JMS-Type	NULL
JMS-Body	<Error_For>#Error#MISSING_NUMBER
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Generic Connector
Error Summary	Number to dial is missing in request
Expected Client’s Behaviour	Send the request again with dialog id.

E_CTI_INVALID_CALL_ID

A request message was received with an invalid CallID value.

Error: E_CTI_INVALID_CALL_ID
JMS-Type	NULL
JMS-Body	<Error_For>#Error#E_CTI_INVALID_CALL_ID
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Finesse
Error Summary	A request message was received with an invalid CallID value.
Expected Client’s Behaviour	Send the request again with a valid call id.

CF_GENERIC_OPERATION

An operation error occurred (no specific details available).

Error: CF_GENERIC_OPERATION
JMS-Type	NULL
JMS-Body	<Error_For>#Error#CF_GENERIC_OPERATION
<Error_For>	Possible values are: <Agent_ID> <Supervisor_ID>
Error Origin	Finesse
Error Summary	An operation error occurred (no specific details available).
Expected Client’s Behaviour	Display error message according to the last command sent.

INVALID_CALL_DATA

A request message was received with invalid parameters.

Error: CF_GENERIC_OPERATION
JMS-Type	NULL
JMS-Body	<Error_For>#Error#INVALID_CALL_DATA
<Error_For>	Possible values are: <dialog_id> <variable_name> <variable_value>
Error Origin	Generic Connector
Error Summary	Parameters missing in the request body.
Expected Client’s Behaviour	Display error message according to the last command sent.

# Symbol Handling