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

REST JSON Format

We will use this specific format for GC REST Commands and Events for JSON API Click here for the data format

Agent Commands

Print Message

Message types and their expected output are mentioned below.

Input Message	Category	Message Type	Message Parameters	Expected Output	Comments

Input Message	Category	Message Type	Message Parameters	Expected Output	Comments
Send Heartbeat while not logged in	system	`Hello#<client_destination>` For Rest Command { "data": { "type": "HELLO#`<client_destination>"`, "body": "null", "sessionUrl": "<sessionUrl>", "callbackFqdn": "<callbackFqdn>", "callbackEndpoint": "<callbackEndpoint>" } }		System Status
Send Heartbeatwhile logged in	system	`Beat#<client_destination>`		System Status
Connect AgentID with Client Unique Name	agent_info	`Connect#<agent_login_Id>` `For Rest Command` `{` `"data": {` `"type": "Connect#<agent_login_Id>",` `"body": "<client_destination>,<agent_password>",` `"sessionUrl": "<sessionUrl>",` `"callbackFqdn": "<callbackFqdn>",` `"callbackEndpoint": "<callbackEndpoint>"` `}` `}`	`<client_destination>,<agent_password>` `If SSO enabled` `<client_destination>,<agent_password>,<SSO>`	Connect Status SUBSCRIPTION_FAILED	No response Note 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	agent_state	`Login#<agent_login_Id>` `For Rest Command` { "data": { "type": "Login#`<agent_login_Id>`", "body": "<agent_password>,<agent_extension>", "sessionUrl": "<sessionUrl>" } }	`<agent_password>,<agent_extension>`	Agent State, Agent Info Dialog State,
Mobile Agent Login	agent_state	`MobileAgentLogin#<agent_login_Id>` `For Rest Command` { "data": { "type": "`MobileAgentLogin`#`<agent_login_Id>`", "body": "<agent_password>,<agent_extension>,<agent_phone>,<connection_mode>", "sessionUrl": "<sessionUrl>" } }	<agent_password>,<agent_extension>,<agent_phone>,<connection_mode>	Agent State, Agent Info Dialog State,	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	Supervisor Command
Make agent ready	agent_state	`MakeReady#<agent_login_Id>`		Agent State
Make agent not ready	agent_state	`MakeNotReady#<agent_login_Id>`		Agent State	Supervisor Command
Get agent current state	agent_state	`GetState#<agent_login_Id>`		Agent State Dialog 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>`	Agent State 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 Agent State
Unhold a call	agent_call	`RetrieveCall#<agent_login_Id>`	`<Dialog_ID>`	Inbound Call Agent State
Release a call	agent_call	`ReleaseCall#<agent_login_Id>`	`<Dialog_ID>`	Inbound Call Agent State
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>`	Agent State Inbound Call Consult Call Inbound Call New Inbound Call Consult Call For UCCX Inbound Call Agent State New Inbound Call	Used only in UCCE, will update later.
`Consult Call`	agent_call	`ConsultCall#<agent_login_Id>`	`<Other_Party_Extension_Number>,<Dialog_ID>`	Consult Call
`Consult` Initiation	agent_call	`ConsultCall#<agent_login_Id>`	`<Other_Party_Extension_Number>,<Dialog_ID>`	Consult Call
`Consult` 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>`	Dialog State
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 yet
Make Work Not Ready	agent_state	`makeworknotready#<agentID>`
Make Work Ready	agent_state	`makeworkready#<agentID>`
Get Dialog Participants	agent_call	`getDialogParticipants#<agent_login_id>`	`<dialog_id>`
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>`	Inbound Call	Will receive this InboundCall event with updated call variables
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 Team Phonebooks	team_phonebooks	GetTeamPhonebooks#<agent_login_id>	<TeamID>	TeamPhonebooks
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>`	Before Call Accepted Agent State (RESERVED) Agent State (RESERVED_OUTBOUND_PREVIEW) NewOutboundPreviewCall I nbound Call(ACTIVE) I nbound Call(ACTIVE) After Call Accepted I nbound Call(ACCEPTED) I nbound Call(INITIATING) I nbound Call(DROPPED) I nbound Call(INITIATING) I nbound Call(INITIATED) Print Message I nbound Call(ACTIVE) Call Type (OUTBOUND)	Pass ACCEPT as a second parameter if you want to accept a preview outbound call
Reject Outbound Preview Call	agent_call	RejectOutboundPreview#<`agent_login_id`>	`<dialog_id>,<REJECT>`	Before Call Rejected Agent State (RESERVED) AgentState(RESERVED_OUTBOUND_PREVIEW) NewOutboundPreviewCall I nbound Call(ACTIVE) I nbound Call(ACTIVE) After Call Rejected I nbound Call(ACTIVE) I nbound Call(DROPPED)	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>`	Before Call Closed Agent State (RESERVED) Agent State (RESERVED_OUTBOUND_PREVIEW) NewOutboundPreviewCall I nbound Call(ACTIVE) I nbound Call(ACTIVE) After Call Closed I nbound Call(ACTIVE) Inbound Call(DROPPED)	Pass CLOSE as a second parameter if you want to close preview outbound call
Outbound Progressive Call	agent_call	`AnswerCall# <agent_login_Id>`	`<Dialog_ID>`	Agent State (RESERVED) Agent State (RESERVED_OUTBOUND) NewOutboundCall Print Message Inbound Call Call Type (OUTBOUND)
Outbound Predictive Call	gent_call	`AnswerCall# <agent_login_Id>`	`<Dialog_ID>`	Agent State (RESERVED) Agent State (RESERVED_OUTBOUND) NewOutboundCall Print Message Inbound Call Call Type (OUTBOUND)
Schedule a callback call	agent_call	^{SHCEDULECALLBACK#<agent_login_id>}	<targetMediaAddress>,<dialog_id>,<callbackTime>,<callbackNumber>	Print Message Inbound Call Callback scheduled Print Message Inbound Call Call Type (OUTBOUND)
Update a callback call	agent_call	UPDATECALLBACK#<agent_login_id>	<targetMediaAddress>,<dialog_id>,<callbackTime>,<callbackNumber>	Print Message Inbound Call Callback Updated Print Message Inbound Call Call Type (OUTBOUND)
Cancel the scheduled callback call	agent_call	CANCELSHCEDULECALLBACK#<agent_login_id>	<targetMediaAddress>,<dialog_id>	Callback Canceled Print Message Inbound Call Call Type (OUTBOUND)
Reclassify an outbound direct preview call	agent_call	RECLASSIFYCALL#<agent_login_id>	<targetMediaAddress>,<dialog_id>,<Value>	Reclassify Created Print Message Inbound Call
Accept the personal callback call	agent_call	AcceptOutboundPreview#<`agent_login_id`>	`<dialog_id>,<ACCEPT>`	Before Call Accepted Agent State (RESERVED) Agent State (RESERVED_OUTBOUND_PREVIEW) NewOutboundPreviewCall I nbound Call(ACTIVE) I nbound Call(ACTIVE) After Call Accepted I nbound Call(ACCEPTED) I nbound Call(INITIATING) I nbound Call(DROPPED) I nbound Call(INITIATING) I nbound Call(INITIATED) Print Message I nbound Call(ACTIVE) Call Type (OUTBOUND)
Reject the personal callback Call	agent_call	RejectOutboundPreview#<`agent_login_id`>	`<dialog_id>,<REJECT>`	Before Call Rejected Agent State (RESERVED) Agent State (RESERVED_OUTBOUND_PREVIEW) NewOutboundPreviewCall I nbound Call(ACTIVE) I nbound Call(ACTIVE) After Call Rejected I nbound Call(ACTIVE) I nbound Call(DROPPED)
Get Skill Group List	skill_group	GETSKILLGROUP#<`agent_login_id`>	If you want All skill groups <ALL>,<0>,<0> If you want Indexing of skill groups <INDEXING>,<1>,<25>	SkillGroup	Implemented only for UCCE
Get Supervisor List	supervisor_list	GETSUPERVISOR#<`agent_login_id`>		SupervisorList	Implemented only for UCCE
Get Agent Extension	agent_extension	GETAGENTEXTENSION #<`agent_login_id`>	<F_Number>	AgentExtension	Implemented only for UCCE

Supervisor Commands

Input Message	Category	Message Type	Message Parameters	Expected Output	Comments

Input Message	Category	Message Type	Message Parameters	Expected Output	Comments
Get Queue Info	supervisor_queue_info	`getqueuelist#<agent_login_Id>`		QueueInfo
Silent Monitor (Supervisor Function)	supervisor_dialog	`silentmonitor#<agent_login_Id>`	`<Agent_Extension>`	On Supervisor Inbound Call On Agent New Inbound Call Inbound Call
End Silent Monitor (Supervisor Function)	supervisor_dialog	`endsilentmonitor#<agent_login_Id>`	`<Dialog_ID>`	Inbound Call
Drop Participant (Supervisor Function)	supervisor_dialog	`dropparticipant#<agent_login_Id>`	`<Agent_Extension>,<Dialog_ID>`	Agent State Print Message
Get Team Users (Supervisor Function)	supervisor_team	`getteamusers#<agent_login_Id>`	`<TeamID>,<true>`	Get Team User	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_Extension>,<Dialog_ID>`	Inbound Call
Agent Logout	agent_state	Logout#<agent_login_Id>		Agent State
Make agent not ready	agent_state	MakeNotReady#<agent_login_Id>		Agent State

Admin Commands

Input Message	Category	Message Type	Message Parameters	Expected Output	Comments

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>`	<TeamID>	TeamPhonebooks

Queue Name

The queue name is received every time an agent consults/transfers/conferences with another agent, but on the Alerting event, the queue name remains empty & on the Answering event it shows the value in the queue name.
On answering the call but not on alerting event{}
Queue name appears in all below cases for CCE 12.6
Extension:
Consult.
Consult-Transfer.
Direct-Transfer.
Consult-Conference
Queue DN
Consult.
Direct-Transfer.
Consult-Transfer.
Consult-Conference

GC Events

GC events as published by GC after receiving Finesse events:

System Status

Attribute	Value	Description	Sample Output

Attribute

Value

Description

Sample Output

type

System

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

status

IN_SERVICE | OUT_OF_SERVICE

SUBSCRIPTION_FAILED

Attribute	Value	Description	Sample Output

Attribute

Value

Description

Sample Output

type

Error

System

{
  "type": "Error",
  "errorType": "SUBSCRIPTION_FAILED || Unauthorized",
  "errorMessage": "Invalid Credentials"
}

Connect Status

Attribute	Value	Description	Sample Output

Attribute

Value

Description

Sample Output

type

ConnectStatus

System

{
  "type": "ConnectStatus",
  "status": "ConnectSuccess"
}

status

ConnectSuccess

Agent Info

Attribute	Value	Description	Sample Output

Attribute	Value	Description	Sample Output
type	AgentInfo		Agent Info `{ "type": "AgentInfo", "firstName": "jehanzeb4", "lastName": "riaz", "supervisor": false, "wrapUpOnIncoming": "", "totalNumberOfTeams": "", "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
totalNumberOfTeams		Total numbers of teams
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

Attribute	Value	Description	Sample Output Agent	Sample Output Supervisor

Attribute	Value	Description	Sample Output Agent	Sample Output Supervisor
type	State		Agent State `{ "type": "State", "agentId": "jehanzeb6", "state": "NOT_READY", "reasonCode": "8", "stateChangeTimeString": "", "pendingState": "", "stateChangeTime": "2019-09-17 12:46:21", "fullName": "jehanzeb Riaz", "extension": "42801", "label": "Break" }`
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		Agent State `{ "type": "State", "teamAgentId": "jehanzeb6", "state": "NOT_READY", "reasonCode": "8", "stateChangeTimeString": "", "pendingState": "", "stateChangeTime": "2019-09-17 12:46:21", "fullName": "jehanzeb Riaz", "extension": "42801", "label": "Break", "agentId": "jehanzeb6" }`
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
fullName		Agent full name
extension		Agent's extension
label	break	state change label

Inbound Call State

Attribute	Value	Description	Sample Output

Attribute	Value	Description	Sample Output
type	InboundCall	Attributes may vary for each type of Call object.	Agent Call { "type": "InboundCall", "dialogId": "16871253", "state": "INITIATED", "startTime": "2019-09-17 15:32:15", "associatedDialogId": null, "fromAddress": "4012", "callVariables": [ { "callVariable1": "" }, { "callVariable2": "" }, { "callVariable3": "" }, { "callVariable4": "" }, { "callVariable5": "" }, { "callVariable6": "" }, { "callVariable7": "" }, { "callVariable8": "" }, { "callVariable9": "" }, { "callVariable10": "" }, { "ani": "4012" } ], "participants": [ { "mediaAddress": "1006", "state": "INITIATED", "addressType": "AGENT_DEVICE", "stateCause": "", "stateChangeTime": "2019-09-17 12:46:21" } ], "callType": "", "queueName":"hassnain_SG", "agentId": "jehanzeb6" }
dialogID		Finesse Dialog ID
state		One of the Finesse dialog states
startTime		The start time of the call
associatedDialogId		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
callType		Call type
agentId		Agent ID
queueName		Queue Name

New Outbound Call State

Attribute	Value	Description	Sample Output

Attribute	Value	Description	Sample Output
type	OutboundCall	Attributes may vary for each type of Call object.	Agent Call { "type": "NewOutboundCall", "dialogId": "16871253", "fromAddress": "4012", "callVariables": [ { "callVariable1": "" }, { "callVariable2": "" }, { "callVariable3": "" }, { "callVariable4": "" }, { "callVariable5": "" }, { "callVariable6": "" }, { "callVariable7": "" }, { "callVariable8": "" }, { "callVariable9": "" }, { "callVariable10": "" }, { "ani": "4012" } ], "participants": [ { "mediaAddress": "1006", "state": "INITIATED", "addressType": "AGENT_DEVICE", "stateCause": "", "stateChangeTime": "2019-09-17 12:46:21" } ], "callType": "", "queueName":"hassnain_SG", "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
callType		Call type
agentId		Agent ID
queueName		Queue Name

New Outbound Preview Call State

Attribute	Value	Description	Sample Output

Attribute	Value	Description	Sample Output
type	OutboundCall	Attributes may vary for each type of Call object.	Agent Call { "type": "NewOutboundPreviewCall", "dialogId": "16871253", "fromAddress": "4012", "callVariables": [ { "callVariable1": "" }, { "callVariable2": "" }, { "callVariable3": "" }, { "callVariable4": "" }, { "callVariable5": "" }, { "callVariable6": "" }, { "callVariable7": "" }, { "callVariable8": "" }, { "callVariable9": "" }, { "callVariable10": "" }, { "ani": "4012" } ], "participants": [ { "mediaAddress": "1006", "state": "INITIATED", "addressType": "AGENT_DEVICE", "stateCause": "", "stateChangeTime": "2019-09-17 12:46:21" } ], "callType": "", "queueName":"hassnain_SG", "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
callType		Call type
agentId		Agent ID
queueName		Queue Name

New Inbound Call

Attribute	Value	Description	Sample Output

Attribute	Value	Description	Sample Output
type	NewInboundCall		New Call { "type": "NewInboundCall", "dialogId": "16871263", "fromAddress": "1006", "callVariables": [ { "callVariable1": "" }, { "callVariable2": "" }, { "callVariable3": "" }, { "callVariable4": "" }, { "callVariable5": "" }, { "callVariable6": "" }, { "callVariable7": "" }, { "callVariable8": "" }, { "callVariable9": "" }, { "callVariable10": "" }, { "ani": "1006" } ], "participants": [ { "mediaAddress": "1006", "state": "INITIATED", "addressType": "AGENT_DEVICE", "stateCause": "", "stateChangeTime": "2019-09-17 12:46:21" } ], "callType": "", "queueName":"hassnain_SG", "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
callType		Call Type
agentId		Agent ID
queueName		Queue Name

Reason Codes

Attribute	Value	Description	Sample Output

Attribute	Value	Description	Sample Output
type	ReasonCodes		Reason Codes `{ "type": "ReasonCodes", "category": "WrapUp", "reasonCodes": [ { "code": "2", "label": "Information" }, { "code": "3", "label": "Parked by Agent 1" }, { "code": "4", "label": "Parked by Agent 2" }, { "code": "5", "label": "Unparked by Agent 1" }, { "code": "6", "label": "Unparked by Agent 2" }, { "code": "7", "label": "ne" } ], "agentId": "75002" }`
category	WrapUp \| LOGOUT \| NOT_READY	as passed in the request
reasonCodes		key-value pair of defined reason codes of the specified category
agentId		Agent ID

Consult Call State

Attribute	Value	Description	Sample Output

Attribute	Value	Description	Sample Output
type	ConsultCall		Consult Call States { "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", "stateCause": "", "stateChangeTime": "2019-09-17 12:46:21" } ], "callType": "", "queueName":"hassnain_SG", "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
callType		Call Type
agentId		Agent ID
queueName		Queue Name

Release Call Output

Attribute	Value	Description	Sample Output

Attribute	Value	Description	Sample Output
type	InboundCall		Dropped Call `{ "type": "InboundCall", "dialogId": "16839909", "associatedDialogId": "16839907", "state": "DROPPED", "callType": "CONFERENCE", "queueName": "", "participants": [ { "mediaAddress": "30163", "state": "DROPPED", "addressType": "AGENT_DEVICE", "stateCause": "", "stateChangeTime": "2024-05-14 14:29:17" }, { "mediaAddress": "30161", "state": "DROPPED", "addressType": "AGENT_DEVICE", "stateCause": "", "stateChangeTime": "2024-05-14 14:29:17" } ], "agentId": "5650550" }`
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
queueName		Queue Name

Complete Conference

Attribute	Value	Description	Sample Output

Attribute	Value	Description	Sample Output
type	InboundCall		Complete Conference { "type": "InboundCall", "dialogId": "16871286", "state": "ACTIVE", "startTime": "2019-09-17 17:16:10", "associatedDialogId": null, "fromAddress": "1005", "callVariables": [ { "callVariable1": "" }, { "callVariable2": "" }, { "callVariable3": "" }, { "callVariable4": "" }, { "callVariable5": "" }, { "callVariable6": "" }, { "callVariable7": "" }, { "callVariable8": "" }, { "callVariable9": "" }, { "callVariable10": "" }, { "ani": "1005" } ], "participants": [ { "mediaAddress": "1005", "state": "ACTIVE", "addressType": "", "stateCause": "", "stateChangeTime": "2019-09-17 12:46:21" }, { "mediaAddress": "1004", "state": "ACTIVE", "addressType": "AGENT_DEVICE", "stateCause": "", "stateChangeTime": "2019-09-17 12:46:21" }, { "mediaAddress": "1006", "state": "ACTIVE", "addressType": "AGENT_DEVICE", "stateCause": "", "stateChangeTime": "2019-09-17 12:46:21" } ], "callType": "", "queueName":"hassnain_SG", "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
callType		Call Tyep
agentId		Agent ID
queueName		Queue Name

Transfer Call

Attribute	Value	Description	Sample Output

Attribute	Value	Description	Sample Output
type	InboundCall		Complete Transfer { "type": "InboundCall", "dialogId": "16871286", "state": "ACTIVE", "startTime": "2019-09-17 17:16:10", "associatedDialogId": null, "fromAddress": "1005", "callVariables": [ { "callVariable1": "" }, { "callVariable2": "" }, { "callVariable3": "" }, { "callVariable4": "" }, { "callVariable5": "" }, { "callVariable6": "" }, { "callVariable7": "" }, { "callVariable8": "" }, { "callVariable9": "" }, { "callVariable10": "" }, { "ani": "1005" } ], "participants": [ { "mediaAddress": "1005", "state": "ACTIVE", "addressType": "", "stateCause": "", "stateChangeTime": "2019-09-17 12:46:21" }, { "mediaAddress": "1004", "state": "ACTIVE", "addressType": "AGENT_DEVICE", "stateCause": "", "stateChangeTime": "2019-09-17 12:46:21" }, { "mediaAddress": "1006", "state": "ACTIVE", "addressType": "AGENT_DEVICE", "stateCause": "", "stateChangeTime": "2019-09-17 12:46:21" } ], "callType": "", "queueName":"hassnain_SG", "agentId": "jehanzeb4" }
dialogId		Dialog Id in Finesse
state	Held	States in Finnese
startTime		Starting Time of call
associatedDialogId	null	Dialog Id in Finesse
fromAddress		A number from an inbound call is placed
callVariables		Call Variables in Finesse
participants		Participants engaged in call
callType		Call Type
agentId		Agent ID

Get Dialog State

Attribute	Value	Description	Sample Output

Attribute	Value	Description	Sample Output
type	DialogState		Dialog State `{ "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

Attribute	Value	Description	Sample Output

Attribute

Value

Description

Sample Output

type

Agents

Get All Agents

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

users

List of login agents

Get Team User

Attribute	Value	Description	Sample Output

Attribute

Value

Description

Sample Output

type

Team Agents

Get All Agents

{ 
      "type":"TeamAgents",
      "users":[ 
         { 
            "firstName":"jehanzeb6",
            "lastName":"riaz",
            "extension":"1006",
			"loginId": "75001",
 			"state": "Not_Ready",
 			"pendingState": "",
 			"mediaType": "AGENT_DEVICE",
 			"stateChangeTime": "",
 			"label": "Not_Ready"
          },
         {               											     
            "firstName":"jehanzeb6",
            "lastName":"riaz",
            "extension":"1006",
			"loginId": "75001",
 			"state": "Not_Ready",
 			"pendingState": "",
 			"mediaType": "AGENT_DEVICE",
 			"stateChangeTime": "",
 			"label": "Not_Ready"           }
      ],
        "agentId": "jehanzeb6"
}

users

List of team user

Get Queue List

Attribute	Value	Description	Sample Output

Attribute

Value

Description

Sample Output

type

Queue Stats

GetQueueInfo

For UCCE

[
    {
        "type": "QueueStats",
        "queue": [
            {
                "queueName": "jehanzeb6",
                "agentsNotReady": "0",
                "agentsReady": "0",
                "agentsTalkingInbound": "1",
                "agentsTalkingInternal": "0",
                "agentsTalkingOutbound": "1",
                "agentsWrapUpNotReady": "0",
                "agentsWrapUpReady": "0",
                "callsInQueue": "0",
                "startTimeOfLongestCallInQueue": "0"
            },
            {
                "queueName": "jehanzeb6",
                "agentsNotReady": "0",
                "agentsReady": "0",
                "agentsTalkingInbound": "1",
                "agentsTalkingInternal": "0",
                "agentsTalkingOutbound": "1",
                "agentsWrapUpNotReady": "0",
                "agentsWrapUpReady": "0",
                "callsInQueue": "0",
                "startTimeOfLongestCallInQueue": "0"
            }
        ],
        "agentId": "jehanzeb6"
    }
]



For UCCX Supervisor  

{
  "type": "QueueStats",
  "queue2": {
    "queueName": "CTI",
    "queue_SnapShot": {
      "SnapShot_type": "SnapShot",
      "WaitingCalls": 0,
      "AgentsLoggedIn": 0,
      "AgentsReady": 0,
      "AgentsNotReady": 0,
      "AgentsInAfterCallWork": 0,
      "AgentsTalking": 0,
      "AgentsReserved": 0
    },
    "queue_SinceMidNight": {
      "SnapShot_type": "SnapShot_SinceMidNight",
      "WaitingCalls": 0,
      "AgentsLoggedIn": 0,
      "AgentsReady": 0,
      "AgentsNotReady": 0,
      "AgentsInAfterCallWork": 0,
      "AgentsTalking": 0,
      "AgentsReserved": 0
    }
  },
  "queue1": {
    "queueName": "osja1",
    "queue_SnapShot": {
      "SnapShot_type": "SnapShot",
      "WaitingCalls": 0,
      "AgentsLoggedIn": 0,
      "AgentsReady": 0,
      "AgentsNotReady": 0,
      "AgentsInAfterCallWork": 0,
      "AgentsTalking": 0,
      "AgentsReserved": 0
    },
    "queue_SinceMidNight": {
      "SnapShot_type": "SnapShot_SinceMidNight",
      "WaitingCalls": 0,
      "AgentsLoggedIn": 0,
      "AgentsReady": 0,
      "AgentsNotReady": 0,
      "AgentsInAfterCallWork": 0,
      "AgentsTalking": 0,
      "AgentsReserved": 0
    }
  }
}

^queue

queue stats info

Phonebooks

Attribute	Value	Description	Sample Output (JSON)

Attribute

Value

Description

Sample Output (JSON)

type

PhoneBook

List of phonebooks

{
    "type": "PhoneBook",
    "phoneBook": [
        {
            "name": "jehanzeb",
            "type": "Team",
            "id": "1"
        },
        {
            "name": "jehanzeb2",
            "type": "GLOBAL",
            "id": "10"
        }
    ],
    "agentId": "5650550"
}

Team Phonebooks

Attribute	Value	Description	Sample Output (JSON)

Attribute

Value

Description

Sample Output (JSON)

type

Team PhoneBook

List of phonebooks

{
    "type": "TeamPhoneBook",
    "phoneBook": [
        {
            "name": "jehanzeb",
            "type": "Team",
            "id": "1"
        },
        {
            "name": "jehanzeb2",
            "type": "Team",
            "id": "10"
        }
    ],
    "agentId": "5650550"
}

Contacts

Attribute	Value	Description	Sample Output (JSON)

Attribute

Value

Description

Sample Output (JSON)

type

phoneBook_contacts

List of contacts

{
    "type": "phoneBookContacts",
    "contact": [
        {
            "description": "jehanzeb_contact",
            "firstName": "jehanzeb",
            "lastName": "riaz",
            "phoneNumber": "123456789",
            "id": "1"
        },
        {
            "description": "jehanzeb_contact",
            "firstName": "jehanzeb",
            "lastName": "riaz",
            "phoneNumber": "123456789",
            "id": "10"
        }
    ],
    "agentId": "5650550"
}

Print Message

Attribute	Value	Description	Sample Output (JSON)

Attribute

Value

Description

Sample Output (JSON)

type

status

status-bar

{
    "type": "Control",
    "location": "statusbar",
	"message": "message",
    "agentId": "5650550"
}

Participant Drop Message

Attribute	Value	Description	Sample Output (JSON)

Attribute

Value

Description

Sample Output (JSON)

type

control

status-bar

{
    "type": "Control",
    "participantDropped": "20107",
    "agentId": "5650550"
}

CallBack Message

Attribute	Value	Description	Sample Output (JSON)

Attribute

Value

Description

Sample Output (JSON)

type

callback

callback scheduled

{
    "type": "callback",
    "title": "title",
    "data": "data",
    "agentId": "5650550"
}

Reclassify Message

Attribute	Value	Description	Sample Output (JSON)

Attribute

Value

Description

Sample Output (JSON)

type

callback

reclassify

{
    "type": "CALLBACK",
    "title": "RECLASSIFY",
    "data": "RECLASSIFY Successfully",
    "agentId": "5650550"
}

No Data Found Message

Attribute	Value	Description	Sample Output (JSON)

Attribute

Value

Description

Sample Output (JSON)

type

callback

callback scheduled

{
    "type": "no_data_found",
    "title": "tiltle",
    "data": "data",
    "agentId": "5650550"
}

Get Skill Groups

Attribute	Value	Description	Sample Output

Attribute

Value

Description

Sample Output

type

skillGroup

Get All Agents

{
    "type": "skillGroup",
    "skillGroups": {
        "skill_1": "A",
        "skill_2": "B",
        "skill_3": "C",
        "skill_4": "E",
        "skill_5": "F.SG",
        "skill_6": "GSG",
        "skill_7": "H.SG",
        "skill_8": "A.SG",
        "skill_9": "D.SG",
        "skill_10": "V.SG",
        "skill_11": "C.SG",
        "skill_12": "S.SG"
    },
    "agentId": "5650550"
}

skills

List of all skillGroups

Get Supervisor List

Attribute	Value	Description	Sample Output

Attribute

Value

Description

Sample Output

type

supervisors

Get All Agents

{
  "type": "supervisors",
  "supervisorList": [
    {
      "supervisorName": "Sup1_12",
      "supervisorId": "5000",
      "supervisorExtension": "",
      "supervisorState": "LOGOUT"
    },
    {
      "supervisorName": "sup_2_12",
      "supervisorId": "75900",
      "supervisorExtension": "",
      "supervisorState": "LOGOUT"
    },
    {
      "supervisorName": 			 "CUCM_PG.Sana_Saqib",
      "supervisorId": "244441205",
      "supervisorExtension": "",
      "supervisorState": "LOGOUT"
    }
  ],
  "agentId": "75001"
}

supervisors

List of all supervisors

Get Agent Extension

Attribute	Value	Description	Sample Output

Attribute

Value

Description

Sample Output

type

agentExtension

Get All Agents

{
  "type": "agentExtension",
  "port": 1316,
  "dialNumber": 1318
}

agentExtension

mobile agent port and dialNumber

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

(4.4.12) Generic Connector JSON API

REST JSON Format

Agent Commands

Print Message

Supervisor Commands

Admin Commands

Queue Name

GC Events

System Status

System

SUBSCRIPTION_FAILED

System

Connect Status

System

Agent Info

Agent Info

Agent State

Agent State

Agent State

Inbound Call State

Agent Call

New Outbound Call State

Agent Call

New Outbound Preview Call State

Agent Call

New Inbound Call

New Call

Reason Codes

Reason Codes

Consult Call State

Consult Call States

Release Call Output

Dropped Call

Complete Conference

Complete Conference

Transfer Call

Complete Transfer

Get Dialog State

Dialog State

Get All Agents

Get All Agents

Get Team User

Get All Agents

Get Queue List

GetQueueInfo

Phonebooks

Team Phonebooks

Contacts

Print Message

Participant Drop Message

CallBack Message

Reclassify Message

No Data Found Message

Get Skill Groups

Get All Agents

Get Supervisor List

Get All Agents

Get Agent Extension

Get All Agents

Errors