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Cisco Finesse API for WIM chat event

Satendra Gupta
Level 1
Level 1

Hi,

We have below setup:

1)Finesse 9.1

2) WIM 9.0

3) UCCE

9.x

We have successfully integrated WIM with UCCE and ICM is able to

reserve agent when chat is initiated by customer and both customer and agent are

able to chat.

However during chat, when we send rest API(http://10.252.1.96/finesse/api/User/7002/Dialogs

)

to get dialog information ,we are not getting any data in response of this rest

api invoke. Here 7002 is agent who has logged into both Finesse and

WIM.

We made voice call to same agent and are able to get diaog

information by invoking rest API:http://10.252.1.96/finesse/api/User/7002/Dialogs

Pls

let us know why Finesse API is not showing any Dialog information for WIM chat

event.

Does Finesse supports WIM chat event capturing?

Thanks:

2 Replies 2

dlender
Level 6
Level 6

Finesse does not provide chat dialogs.

Hi,

But Cisco web service SDK(Cisco Finesse Web Services Developer Guide (API) Release 9.1 -> User - Get List of Dialogs Associated With User) for Finesse tells about possible media types for dialog as voice, chat & email.

Isn't it giving wrong information to developers or decision makers.

We had proposed solution to one of our customer based on "Finesse developer guide" for chat event detection(based on media type chat) and now we need to look some alternative for it.

I feel document should be corrected.

Thanks:

Satendra

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