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

Inbound Call(ACTIVE)

Inbound Call(ACTIVE)

After Call Accepted

Inbound Call(ACCEPTED)

Inbound Call(INITIATING)

Inbound Call(DROPPED)

Inbound Call(INITIATING)

Inbound Call(INITIATED)

Print Message

Inbound 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

Inbound Call(ACTIVE)

Inbound Call(ACTIVE)

After Call Rejected

Inbound Call(ACTIVE)

Inbound 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

Inbound Call(ACTIVE)

Inbound Call(ACTIVE)

After Call Closed

Inbound 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

Inbound Call(ACTIVE)

Inbound Call(ACTIVE)

After Call Accepted

Inbound Call(ACCEPTED)

Inbound Call(INITIATING)

Inbound Call(DROPPED)

Inbound Call(INITIATING)

Inbound Call(INITIATED)

Print Message

Inbound 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

Inbound Call(ACTIVE)

Inbound Call(ACTIVE)

After Call Rejected

Inbound Call(ACTIVE)

Inbound 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

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

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

type

System

System

status

IN_SERVICE | OUT_OF_SERVICE

type

Error

System

type

ConnectStatus

System

status

ConnectSuccess

type

AgentInfo

Agent Info

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

type

State

Agent State

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

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

type

InboundCall

Attributes may vary for each type of Call object.

Agent Call

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

type

OutboundCall

Attributes may vary for each type of Call object.

Agent Call

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

type

OutboundCall

Attributes may vary for each type of Call object.

Agent Call

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

type

NewInboundCall

New Call

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

type

ReasonCodes

Reason Codes

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

type

ConsultCall

Consult Call States

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

type

InboundCall

Dropped Call

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

type

InboundCall

Complete Conference

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

type

InboundCall

Complete Transfer

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

type

DialogState

Dialog State

dialogId

Dialog Id in Finesse

state

INITIATED | ALERTING | ACTIVE | HELD | NOT_FOUND

This is state of the call

agentId

Agent ID

type

Agents

Get All Agents

users

List of login agents

type

Team Agents

Get All Agents

users

List of team user

type

Queue Stats

GetQueueInfo

^queue

queue stats info

type

PhoneBook

List of phonebooks

type

Team PhoneBook

List of phonebooks

type

phoneBook_contacts

List of contacts

type

status

status-bar

type

control

status-bar

type

callback

callback scheduled 

type

callback

reclassify 

type

callback

callback scheduled 

type

skillGroup

Get All Agents

skills

List of all skillGroups

type

supervisors

Get All Agents

supervisors

List of all supervisors

type

agentExtension

Get All Agents

agentExtension

mobile agent port and dialNumber 

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