Need the caller id from cisco finesse after logged in to Finesse page

[naveenkumarp]

I need the caller id information from cisco finesse after logged in to the finesse page.

This is the Scenario: The Agent is already talking to a customer means he is already in the talking state. Now, he logged into the Finesse page but the finesse api not returning the from address and to address for the dialog api request - http://finesse1.xyz.com/finesse/api/Dialog/12345678. But it is returning the dialog id.

This is the response I received for the above request

<Dialog>

  <associatedDialogUri></associatedDialogUri>

  <fromAddress></fromAddress>

  <id>16781545</id>

  <mediaProperties>

    <DNIS></DNIS>

    <callType>OTHER_IN</callType>

    <callvariables>

      <CallVariable>

        <name>callVariable1</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable2</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable3</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable4</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable5</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable6</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable7</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable8</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable9</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable10</name>

        <value></value>

      </CallVariable>

    </callvariables>

    <dialedNumber></dialedNumber>

  </mediaProperties>

  <mediaType>Voice</mediaType>

  <participants>

    <Participant>

      <actions>

        <action>TRANSFER_SST</action>

        <action>CONSULT_CALL</action>

        <action>HOLD</action>

        <action>UPDATE_CALL_DATA</action>

        <action>SEND_DTMF</action>

        <action>DROP</action>

      </actions>

      <mediaAddress>5008</mediaAddress>

      <mediaAddressType>AGENT_DEVICE</mediaAddressType>

      <state>ACTIVE</state>

      <stateCause></stateCause>

    </Participant>

  </participants>

  <state>ACTIVE</state>

  <toAddress></toAddress>

  <uri>/finesse/api/Dialog/16781545</uri>

</Dialog>

Is there any possibility to get the fromAddress and toAddress information using any other API?

Thanks.

[dlender]

There is no other API to retrieve the fromAddress. Sometimes the callerid is not available on an existing dialog as appears to be the case with your scenario.

Does the fromAddress appear on the next dialog notification received by the User?

[dlender]

I tried the same scenario using the Finesse agent desktop and the fromAddress is not available for an existing call to the extension before the agent is logged in.

The next call received does have the fromAddress.

[naveenkumarp]

Thanks for your response.

Yes. I could see the fromAddress data after the agent logged into finesse for the new calls. But, I could not see it for the existing call which happened before the agent logged in.

Do you know any other way to get the fromAddress data for the existing call? We need this information for our application.

Thanks.

[dlender]

Do you not see the fromAddress in the CallControl gadget if you try the scenario with the Finesse Agent desktop?

How did you allow the agent to receive an ACD_IN call if they are not logged in? The only way I have to simulate your scenario is to refresh the Finesse Agent desktop because you are not allowed to log out an agent when talking on a call.

There is no other method for receiving the DNIS for the call if it is not present in the dialog notification.

[dlender]

How is the agent in Talking state if they have not already logged into Finesse desktop? Finesse will not allow you to logout a Finesse agent if in Talking state.

If you are just refreshing the page, do you see the fromAddress in the Call Control gadget on the Finesse desktop? If not, then your environment has an issue which needs to be resolved by the TAC. If you do see it then you should be able to obtain the fromAddress from the dialog because that is what the Finesse agent desktop is doing.

If you are creating a webapp rather than using the Finesse agent desktop, try getting the full list of dialogs using the

http://

[naveenkumarp]

Thanks for your answer dlender!

I will discuss this answer with my team and I will let you know about the actual scenario they are expecting.

Thanks.