Call transfer cases

[vbashin]

We need to implement three different call transfer scenarios:

I. What Finesse REST API actions (commands) need to be performed for the steps 4-5 of the test below:

1) Agent 1 Login

2) Agent 1 Not Ready

3) Agent 1 dials to a customer at extension 12345  (MAKE_CALL)

4) Agent 1 makes CONSULT_CALL to Agent 2 (voice call)

5) Agent 1 transfers a customer to Agent 2

II. What Finesse REST API actions need to be executed for the steps 5-6 of the test below:

1) Agent 1 Login

2) Agent 1 Not Ready

3) Agent 1 dials to a customer at extension 12345  (MAKE_CALL)

4) Agent 1 makes CONSULT_CALL to Agent 2 (voice call)

5) Agent 1 makes it a conference between a customer , himself, and Agent 2

6) Agent 1 transfers a customer to Agent 2

III. What Finesse REST API actions need to be executed for the steps 5-6 of the test below:

1) Agent 1 Login

2) Agent 1 Not Ready

3) Agent 1 dials to a customer at extension 12345  (MAKE_CALL)

4) Agent 1 makes CONSULT_CALL to Agent 2 (voice call)

5) Agent 1 makes it a conference between a customer , himself, and Agent 2

6) Agent 1 transfers a customer and Agent 2 to some 3rd party (extension 8800)

[dekwan · Accepted solution]

Hi,

Almost all of them are using the same API, Take an action on the participant with a different requestedAction. To make it easier to read, I copy/pasted your scenarios and answered them inline:

I. What Finesse REST API actions (commands) need to be performed for the steps 4-5 of the test below:

1) Agent 1 Login

2) Agent 1 Not Ready

3) Agent 1 dials to a customer at extension 12345  (MAKE_CALL) --> https://developer.cisco.com/docs/finesse/#!dialogcreate-a-new-dialog-make-a-call

4) Agent 1 makes CONSULT_CALL to Agent 2 (voice call) --> https://developer.cisco.com/docs/finesse/#!dialogtake-action-on-participant/dialogtake-action-on-participant (requestedAction = CONSULT_CALL)

5) Agent 1 transfers a customer to Agent 2 --> https://developer.cisco.com/docs/finesse/#!dialogtake-action-on-participant/dialogtake-action-on-participant (requestedAction = TRANSFER)

II. What Finesse REST API actions need to be executed for the steps 5-6 of the test below:

1) Agent 1 Login

2) Agent 1 Not Ready

3) Agent 1 dials to a customer at extension 12345  (MAKE_CALL) --> https://developer.cisco.com/docs/finesse/#!dialogcreate-a-new-dialog-make-a-call

4) Agent 1 makes CONSULT_CALL to Agent 2 (voice call) --> https://developer.cisco.com/docs/finesse/#!dialogtake-action-on-participant/dialogtake-action-on-participant (requestedAction = CONSULT_CALL)

5) Agent 1 makes it a conference between a customer , himself, and Agent 2 --> https://developer.cisco.com/docs/finesse/#!dialogtake-action-on-participant/dialogtake-action-on-participant (requestedAction = CONFERENCE)

6) Agent 1 transfers a customer to Agent 2 --> I assume this means Agent 1 drops from the conference. Assuming so... https://developer.cisco.com/docs/finesse/#!dialogtake-action-on-participant/dialogtake-action-on-participant (requestedAction = DROP)

III. What Finesse REST API actions need to be executed for the steps 5-6 of the test below:

1) Agent 1 Login

2) Agent 1 Not Ready

3) Agent 1 dials to a customer at extension 12345  (MAKE_CALL) --> https://developer.cisco.com/docs/finesse/#!dialogcreate-a-new-dialog-make-a-call

4) Agent 1 makes CONSULT_CALL to Agent 2 (voice call) --> https://developer.cisco.com/docs/finesse/#!dialogtake-action-on-participant/dialogtake-action-on-participant (requestedAction = CONSULT_CALL)

5) Agent 1 makes it a conference between a customer , himself, and Agent 2 --> https://developer.cisco.com/docs/finesse/#!dialogtake-action-on-participant/dialogtake-action-on-participant (requestedAction = CONFERENCE)

6) Agent 1 transfers a customer and Agent 2 to some 3rd party (extension 8800) --> I am not 100% sure of this, but I think this should work...https://developer.cisco.com/docs/finesse/#!dialoginitiate-a-single-step-transfer/dialoginitiate-a-single-step-transfer

Thanx,

Denise

[vbashin]

Thanks a lot, Denise!

[vbashin]

When testing the Blind and Attended Transfers with the online Cisco UCCX 11.6 sandbox  lab I’m getting a pretty strange results:

1. Blind Transfer – works Ok both with three Cisco Finesse Virtual Agent desktops (10.10.20.12,  10.10.20.13, and 10.10.20.14) and with our own Virtual Agent application that sends the TRANSFER_SST from the transferor @10.10.20.13  to the transfer target @10.10.20.14.
2. A different story with the Attended Transfer (the Transferor places the CONSULT_CALL to the Transfer Target  and then completes the transfer with the TRANSFER – worked only once with three  Cisco Finesse Virtual Agent desktops.

With our own Virtual Agent application that sends the CONSULT_CALLT and then trying to proceed with the TRANSFER,  it never works, frequently crashing the transfer target10.10.20.14  VM.

VM crashes right after we attempt to execute the CONSULT_CALL so the VM needs to be restarted

Could you please confirm :

1. Both transfers are supposed to work with UCCX 11.6 ?
2. Both transfers are supposed to work with online Cisco UCCX 11.6 sandbox ?

• If yes, would it work with the Cisco Virtual Agent Desktops ?
• Is that supposed to work with the customer own  Virtual Agent application?

1. Will Consult Call work with the UCCX 11.6?

The manual is not clear – see highlighted – it talks about a blind transfer (that works with UCCX 11.6 !) in the context of the Make a Consult Call :

Cisco Finesse Web Services Developer Guide  v.1051  , page 66

Dialog—Make a Consult Call Request

This API allows an agent to make a consult call request. After the request succeeds, the agent can complete

the call as a conference or transfer. The requested Action for a consult call is CONSULT_CALL. The request

is sent to the Dialog URL of an existing active call, from where the call is initiated.

Finesse supports the transfer or conference of any held call to the current active call, as long as the agent

performing the transfer or conference is a participant in both the held and active call. Finesse does not support

blind conference through the API or the desktop.

Blind conference is defined as follows:

An agent has an active call and initiates a consult call to a destination. The agent starts a conference while the

call is ringing at the destination.

Finesse does allow single-step transfer in Unified CCE deployments only. Finesse does not support single-step

transfer in Unified CCX deployments.

Thanks

VB

[dekwan]

This question was reposted as a new thread (thanks!). I am providing the link here for those who read this thread in the future: Blind and Attended Transfer - does it work for UCCX 11.6?