Solved: Finesse Custom ECC variable.

Ritesh Desai · ‎10-10-2016

Hi folks,

Am having 1 requirement as below.

I have UCCE 11 lab running with SIP Dialer. Dialer Import rule consists of 4 columns out of which 1 is Custom made named "LeadID" which always remains unique. Now I want to display LeadID on Finesse Agent Desktop. How shall I do this?

I followed Cisco Document saying to create Custom ECC Variable on Finesse Administration. Create same variable in ICM under ECC Variable List. Defined PV1 call.ecc.LeadID but no result.

Your help would be appreciated.

regards,

Ritesh Desai.

*** Please rate helpful post. Please mark as answer if it solves your problem/query.
regards, Ritesh Desai

Ritesh Desai · ‎10-12-2016

Dear Denise K,

I got an answer what I was looking for. This is not digestable, unhow have to follow this. As per Cisco Outbound Option Guide, it says "Outbound Option does not send data from Custom columns to the agent desktop. They are available for use only in the query rule select clause for business-specific filtering into different dialing lists."

thanks & regards,

Ritesh Desai.

*** Please rate helpful post. Please mark as answer if it solves your problem/query.
regards, Ritesh Desai

View solution in original post

dekwan · ‎10-10-2016

Hi Ritesh,

When you said you followed documentation, were you referring to this: Cisco Finesse Administration Guide Release 11.5(1) - Manage Call Variables Layouts [Cisco Finesse] - Cisco

Since you had your ECC variable called LeadID, I would assume it would be user.LeadID (where user. is already automatically prefixed). The best way to see what is the name to use is to make a call where the ECC variable should be displayed, click the Send Error Report link and retrieve the client logs for that session. In the client logs, you will see the dialog notification which lists the different call variables and ecc variables. The name needs to be exactly the same.

I hope this helps.

Thanx,

Denise

Ritesh Desai · ‎10-10-2016

Denise K,

Appreciate your answer to my post. Its not user.LeadID, its "user.ecc.myvariable" where myvariable is LeadID as per Cisco documentation. I will try tommorow using user.LeadID. this is user variable and need to create in User Variable not in ECC, right?

Can you tell me, can we pull a column data from contacts lead which is uploaded to cisco database.

Eg: there are 4 columns LeadID(custom, varchar), FirstName, LastName, Phone1, Account Number. Data is entered in .txt file and mapped to Import Query. Cisco uploads into database and dials as per config done.

Test1:

My config goes like this;

On Finesse admin/ default template, LeadID = user.ecc.LeadID.

On ICM --> ECC --> user.ecc.LeadID --> Enabled --> Persistent (to write in Logger DB).

In ICM Scripting, Set Variable (call.Peripherable variable1) Value = (call.user.ecc.LeadID)

Value shows NULL. No value displayed.

Test2:

On Finesse admin/ default template, LeadID = call variable 1.

On ICM --> ECC --> user.ecc.LeadID --> Enabled --> Persistent (to write in Logger DB).

In ICM Scripting, Set Variable (call.Peripherable variable1) Value = (call.user.ecc.LeadID)

Value shows Dialing ID which is generated. This is strange!

Please suggest.

thanks & regards,

Ritesh Desai

*** Please rate helpful post. Please mark as answer if it solves your problem/query.
regards, Ritesh Desai

dekwan · ‎10-10-2016

Hi,

Its not user.LeadID, its "user.ecc.myvariable" where myvariable is LeadID as per Cisco documentation.

Is your ecc variable called "ecc.LeadID" or "LeadID"? For Finesse, all ecc variables have to start with "user.", which is why it is an uneditable prefix. I can't remember if UCCE automatically prefixes the "user.", if not, please add it to the name of the ECC variable. In the example in the documentation, the ECC variable is called "user.ecc.myvariable".

this is user variable and need to create in User Variable not in ECC, right?

It is a ECC variable.

Can you tell me, can we pull a column data from contacts lead which is uploaded to cisco database.

I am not sure I understand your question and I do not understand the reason why you are showing the two tests. Can you please explain more?

If you reproduce the scenario and send me the client logs, I can take a look.

Thanx,

Denise

Ritesh Desai · ‎10-11-2016

Denise K,

Thanks for response.

Its an ECC variable. I got the answer.

Both tests done was R&D in my lab environment. Refer 1 sentence of both Tests.

both tests are unsuccessfull in displaying LeadID.
I don't understand the algorithm, how finesse displays the data. Does Finesse display with the help of same ECC variable names, "user.ecc.LeadID" on finesse and "user.ecc.LeadID" on ICM. Naming mismatch will not display the data.

Hope i cleared your doubt.

I'll share you the logs tomorrow.

thanks & regards,

Ritesh Desai.

*** Please rate helpful post. Please mark as answer if it solves your problem/query.
regards, Ritesh Desai

dekwan · ‎10-11-2016

Hi Ritesh,

I don't understand the algorithm, how finesse displays the data. Does Finesse display with the help of same ECC variable names, "user.ecc.LeadID" on finesse and "user.ecc.LeadID" on ICM. Naming mismatch will not display the data.

Finesse displays whatever value for the chosen key that is sent in the dialog event. So given this example callvaribles xml:

<callvariables>
 <CallVariable> 
  <name>callVariable1</name> 
  <value>testcallvar1</value>
 </CallVariable>
 <CallVariable> 
  <name>user.Finesse_ecc2</name> 
  <value>A</value>
 </CallVariable>
 <CallVariable> 
  <name>user.finesse_array[0]</name> 
  <value>array_val_0</value>
 </CallVariable>
 <CallVariable> 
  <name>user.finesse_array[1]</name> 
  <value>array_val_1</value>
 </CallVariable>
 <CallVariable> 
  <name>user.finesse_array[2]</name> 
  <value>array_val_2</value>
 </CallVariable>
 <CallVariable> 
  <name>user.finesse_array[3]</name> 
  <value>array_val_3</value>
 </CallVariable>
 <CallVariable> 
  <name>user.finesse_array[4]</name> 
  <value>array_val_4</value>
 </CallVariable> 
</callvariables>

If you add a custom variable to the layout called user.Finesse_ecc2, it will display A. Like you said, if there is a naming mismatch, it will not display any data.

As far as the value of these variables, it is set via the ICM script as you are already aware. So if the ICM script doesn't set it correctly, then Finesse will not get that value.

This is why I had asked for the logs, so that we can see what is the exact name to use for LeadID

Thanx,

Denise

Ritesh Desai · ‎10-12-2016

Dear Denise K,

Really appreciate for your time and support.

CONFIGURATION:

Finesse Administration Call Variables layout.

ECC Variable configuration

ICM Script

Finesse Agent Desktop: No Variable display.

FINESSE CLIENT LOGS

2016-10-12T11:59:19.999 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.358 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/9002': <Update>

<data>

<user>

<dialogs>/finesse/api/User/9002/Dialogs</dialogs>

<firstName>Dharmendra</firstName>

<lastName>Bhavsar</lastName>

<loginName>DharmendraB</loginName>

<roles>

<role>Agent</role>

<role>Supervisor</role>

</roles>

<wrapUpOnIncoming>REQUIRED</wrapUpOnIncoming>

</settings>

<state>RESERVED_OUTBOUND</state>

<teamName>Cisco</teamName>

<teams>

<Team>

<name>Cisco</name>

<uri>/finesse/api/Team/5000</uri>

</Team>

</teams>

<uri>/finesse/api/User/9002</uri>

</user>

</data>

<source>/finesse/api/User/9002</source>

</Update>

2016-10-12T11:59:20.004 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.363 +0530: Header : _displayUserData(): User's current state is: RESERVED_OUTBOUND

2016-10-12T11:59:20.013 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.372 +0530: Header : [WorkflowEngine] Received user event.

2016-10-12T11:59:20.013 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.372 +0530: Header : [WorkflowEngine] Converting event to xml document. Type: User Action: change Uri: /finesse/api/User/9002 Event: {"User":{"dialogs":"/finesse/api/User/9002/Dialogs","extension":"1003","firstName":"Dharmendra","lastName":"Bhavsar","loginId":"9002","loginName":"DharmendraB","pendingState":null,"roles":{"role":["Agent","Supervisor"]},"settings":{"wrapUpOnIncoming":"REQUIRED"},"state":"RESERVED_OUTBOUND","stateChangeTime":"2016-10-12T06:10:14.259Z","teamId":"5000","teamName":"Cisco","teams":{"Team":{"id":"5000","name":"Cisco","uri":"/finesse/api/Team/5000"}},"uri":"/finesse/api/User/9002"}}

2016-10-12T11:59:20.014 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.373 +0530: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/User/9002 (action: change)

2016-10-12T11:59:20.014 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.373 +0530: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.

2016-10-12T11:59:20.017 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.376 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/Team/5000/Users': <Update>

<data>

<user>

<dialogs>/finesse/api/User/9002/Dialogs</dialogs>

<firstName>Dharmendra</firstName>

<lastName>Bhavsar</lastName>

<state>RESERVED_OUTBOUND</state>

<uri>/finesse/api/User/9002</uri>

</user>

</data>

<source>/finesse/api/User/9002</source>

</Update>

2016-10-12T11:59:20.035 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.394 +0530: Header : [WorkflowEngine] Starting queued event processing...

2016-10-12T11:59:20.035 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.394 +0530: Header : [WorkflowEngine] ------ Got User event from queue: Action: change URI: /finesse/api/User/9002 ------

2016-10-12T11:59:20.036 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.395 +0530: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2016-10-12T11:59:20.025 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.384 +0530: CallControl : _handleUserChange(): User state is RESERVED_OUTBOUND and mobile agent call by call is: false

2016-10-12T11:59:20.050 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:14.409 +0530: Header : [WorkflowEngine] ------ Event queue is empty. ------

2016-10-12T11:59:25.668 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.027 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/9002/Dialogs': <Update><data><dialogs><Dialog><associatedDialogUri></associatedDialogUri><fromAddress>9920867686</fromAddress><id>16784239</id><mediaProperties><DNIS>1003</DNIS><callType>OTHER_IN</callType><dialedNumber>1003</dialedNumber><outboundClassification></outboundClassification><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></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action></actions><mediaAddress>9920867686</mediaAddress><mediaAddressType></mediaAddressType><startTime>2016-10-12T06:10:19.981Z</startTime><state>INITIATED</state><stateCause></stateCause><stateChangeTime>2016-10-12T06:10:19.982Z</stateChangeTime></Participant><Participant><actions><action>ANSWER</action></actions><mediaAddress>1003</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2016-10-12T06:10:19.982Z</startTime><state>ALERTING</state><stateCause></stateCause><stateChangeTime>2016-10-12T06:10:19.982Z</stateChangeTime></Participant></participants><state>ALERTING</state><toAddress>1003</toAddress><uri>/finesse/api/Dialog/16784239</uri></Dialog></dialogs></data><event>POST</event><requestId></requestId><source>/finesse/api/User/9002/Dialogs</source></Update>

2016-10-12T11:59:25.676 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.035 +0530: Header : [WorkflowEngine] Received dialog collection event. Action: add

2016-10-12T11:59:25.677 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.036 +0530: Header : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: add Uri: /finesse/api/Dialog/16784239 Event: {"Dialog":{"associatedDialogUri":null,"fromAddress":"9920867686","id":"16784239","mediaProperties":{"DNIS":"1003","callType":"OTHER_IN","dialedNumber":"1003","outboundClassification":null,"callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":null},{"name":"callVariable7","value":null},{"name":"callVariable8","value":null},{"name":"callVariable9","value":null},{"name":"callVariable10","value":null}]}},"mediaType":"Voice","participants":{"Participant":[{"actions":{"action":["UPDATE_CALL_DATA","DROP"]},"mediaAddress":"9920867686","mediaAddressType":null,"startTime":"2016-10-12T06:10:19.981Z","state":"INITIATED","stateCause":null,"stateChangeTime":"2016-10-12T06:10:19.982Z"},{"actions":{"action":"ANSWER"},"mediaAddress":"1003","mediaAddressType":"AGENT_DEVICE","startTime":"2016-10-12T06:10:19.982Z","state":"ALERTING","stateCause":null,"stateChangeTime":"2016-10-12T06:10:19.982Z"}]},"state":"ALERTING","toAddress":"1003","uri":"/finesse/api/Dialog/16784239"}}

2016-10-12T11:59:25.679 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.038 +0530: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/16784239 (action: add)

2016-10-12T11:59:25.680 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.039 +0530: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.

2016-10-12T11:59:25.883 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.242 +0530: Header : [WorkflowEngine] Starting queued event processing...

2016-10-12T11:59:25.884 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.243 +0530: Header : [WorkflowEngine] ------ Got Dialog event from queue: Action: add URI: /finesse/api/Dialog/16784239 ------

2016-10-12T11:59:25.884 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.243 +0530: Header : [WorkflowEngine] Event URI (/finesse/api/Dialog/16784239) not found in evaluation cache.

2016-10-12T11:59:25.884 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.243 +0530: Header : [WorkflowEngine] Can we execute workflows for this event (uri='/finesse/api/Dialog/16784239')? ... Yes. We are not evaluating workflows for any other non-User event URI.

2016-10-12T11:59:25.885 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.244 +0530: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2016-10-12T11:59:25.688 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.047 +0530: CallControl : _processCall(): Process the dialog with id: 16784239, to extension: 1003, from extension: 9920867686, call state: ALERTING, callType: OTHER_IN

2016-10-12T11:59:25.780 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.139 +0530: CallControl : _processCall(): User's call state is: ALERTING, user's state cause is: null

2016-10-12T11:59:25.894 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.253 +0530: Header : [WorkflowEngine] ------ Event queue is empty. ------

2016-10-12T11:59:25.919 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.278 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/9002/Dialogs': <Update><data><dialog><associatedDialogUri></associatedDialogUri><fromAddress>1003</fromAddress><id>16784239</id><mediaProperties><DNIS>1003</DNIS><callType>OUTBOUND</callType><dialedNumber>9920867686</dialedNumber><outboundClassification></outboundClassification><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><CallVariable><name>BACampaign</name><value>Campaign1</value></CallVariable><CallVariable><name>BAStatus</name><value>OUTBOUND</value></CallVariable><CallVariable><name>BAResponse</name><value>CPA_Voice</value></CallVariable><CallVariable><name>BAAccountNumber</name><value>1000010102</value></CallVariable><CallVariable><name>BADialedListID</name><value>151</value></CallVariable><CallVariable><name>BATimeZone</name><value>+00330</value></CallVariable><CallVariable><name>BABuddyName</name><value>Desai,Ritesh</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action></actions><mediaAddress>9920867686</mediaAddress><mediaAddressType></mediaAddressType><startTime>2016-10-12T06:10:19.981Z</startTime><state>INITIATED</state><stateCause></stateCause><stateChangeTime>2016-10-12T06:10:19.982Z</stateChangeTime></Participant><Participant><actions><action>ANSWER</action></actions><mediaAddress>1003</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2016-10-12T06:10:19.982Z</startTime><state>ALERTING</state><stateCause></stateCause><stateChangeTime>2016-10-12T06:10:19.982Z</stateChangeTime></Participant></participants><state>ALERTING</state><toAddress>9920867686</toAddress><uri>/finesse/api/Dialog/16784239</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/16784239</source></Update>

2016-10-12T11:59:25.922 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.281 +0530: Header : [WorkflowEngine] Received dialog event.

2016-10-12T11:59:25.923 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.282 +0530: Header : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: change Uri: /finesse/api/Dialog/16784239 Event: {"Dialog":{"associatedDialogUri":null,"fromAddress":"1003","id":"16784239","mediaProperties":{"DNIS":"1003","callType":"OUTBOUND","dialedNumber":"9920867686","outboundClassification":null,"callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":null},{"name":"callVariable7","value":null},{"name":"callVariable8","value":null},{"name":"callVariable9","value":null},{"name":"callVariable10","value":null},{"name":"BACampaign","value":"Campaign1"},{"name":"BAStatus","value":"OUTBOUND"},{"name":"BAResponse","value":"CPA_Voice"},{"name":"BAAccountNumber","value":"1000010102"},{"name":"BADialedListID","value":"151"},{"name":"BATimeZone","value":"+00330"},{"name":"BABuddyName","value":"Desai,Ritesh"}]}},"mediaType":"Voice","participants":{"Participant":[{"actions":{"action":["UPDATE_CALL_DATA","DROP"]},"mediaAddress":"9920867686","mediaAddressType":null,"startTime":"2016-10-12T06:10:19.981Z","state":"INITIATED","stateCause":null,"stateChangeTime":"2016-10-12T06:10:19.982Z"},{"actions":{"action":"ANSWER"},"mediaAddress":"1003","mediaAddressType":"AGENT_DEVICE","startTime":"2016-10-12T06:10:19.982Z","state":"ALERTING","stateCause":null,"stateChangeTime":"2016-10-12T06:10:19.982Z"}]},"state":"ALERTING","toAddress":"9920867686","uri":"/finesse/api/Dialog/16784239"}}

2016-10-12T11:59:25.925 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.284 +0530: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/16784239 (action: change)

2016-10-12T11:59:25.925 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.284 +0530: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.

2016-10-12T11:59:25.933 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.292 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/9002/Dialogs': <Update><data><dialog><associatedDialogUri></associatedDialogUri><fromAddress>1003</fromAddress><id>16784239</id><mediaProperties><DNIS>1003</DNIS><callType>OUTBOUND</callType><dialedNumber>9920867686</dialedNumber><outboundClassification></outboundClassification><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><CallVariable><name>BACampaign</name><value>Campaign1</value></CallVariable><CallVariable><name>BAStatus</name><value>PROGRESSIVE_OUTBOUND</value></CallVariable><CallVariable><name>BAResponse</name><value>CPA_Voice</value></CallVariable><CallVariable><name>BAAccountNumber</name><value>1000010102</value></CallVariable><CallVariable><name>BADialedListID</name><value>151</value></CallVariable><CallVariable><name>BATimeZone</name><value>+00330</value></CallVariable><CallVariable><name>BABuddyName</name><value>Desai,Ritesh</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action></actions><mediaAddress>9920867686</mediaAddress><mediaAddressType></mediaAddressType><startTime>2016-10-12T06:10:19.981Z</startTime><state>INITIATED</state><stateCause></stateCause><stateChangeTime>2016-10-12T06:10:19.982Z</stateChangeTime></Participant><Participant><actions><action>ANSWER</action></actions><mediaAddress>1003</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2016-10-12T06:10:19.982Z</startTime><state>ALERTING</state><stateCause></stateCause><stateChangeTime>2016-10-12T06:10:19.982Z</stateChangeTime></Participant></participants><state>ALERTING</state><toAddress>9920867686</toAddress><uri>/finesse/api/Dialog/16784239</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/16784239</source></Update>

2016-10-12T11:59:25.935 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.294 +0530: Header : [WorkflowEngine] Received dialog event.

2016-10-12T11:59:25.935 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.294 +0530: Header : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: change Uri: /finesse/api/Dialog/16784239 Event: {"Dialog":{"associatedDialogUri":null,"fromAddress":"1003","id":"16784239","mediaProperties":{"DNIS":"1003","callType":"OUTBOUND","dialedNumber":"9920867686","outboundClassification":null,"callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":null},{"name":"callVariable7","value":null},{"name":"callVariable8","value":null},{"name":"callVariable9","value":null},{"name":"callVariable10","value":null},{"name":"BACampaign","value":"Campaign1"},{"name":"BAStatus","value":"PROGRESSIVE_OUTBOUND"},{"name":"BAResponse","value":"CPA_Voice"},{"name":"BAAccountNumber","value":"1000010102"},{"name":"BADialedListID","value":"151"},{"name":"BATimeZone","value":"+00330"},{"name":"BABuddyName","value":"Desai,Ritesh"}]}},"mediaType":"Voice","participants":{"Participant":[{"actions":{"action":["UPDATE_CALL_DATA","DROP"]},"mediaAddress":"9920867686","mediaAddressType":null,"startTime":"2016-10-12T06:10:19.981Z","state":"INITIATED","stateCause":null,"stateChangeTime":"2016-10-12T06:10:19.982Z"},{"actions":{"action":"ANSWER"},"mediaAddress":"1003","mediaAddressType":"AGENT_DEVICE","startTime":"2016-10-12T06:10:19.982Z","state":"ALERTING","stateCause":null,"stateChangeTime":"2016-10-12T06:10:19.982Z"}]},"state":"ALERTING","toAddress":"9920867686","uri":"/finesse/api/Dialog/16784239"}}

2016-10-12T11:59:25.936 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.295 +0530: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/16784239 (action: change)

2016-10-12T11:59:25.941 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.300 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/9002/Dialogs': <Update><data><dialog><associatedDialogUri>/finesse/api/Dialog/2130706471</associatedDialogUri><fromAddress>1003</fromAddress><id>16784239</id><mediaProperties><DNIS>1003</DNIS><callType>OUTBOUND</callType><dialedNumber>9920867686</dialedNumber><outboundClassification></outboundClassification><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><CallVariable><name>BACampaign</name><value>Campaign1</value></CallVariable><CallVariable><name>BAStatus</name><value>PROGRESSIVE_OUTBOUND</value></CallVariable><CallVariable><name>BAResponse</name><value>CPA_Voice</value></CallVariable><CallVariable><name>BAAccountNumber</name><value>1000010102</value></CallVariable><CallVariable><name>BADialedListID</name><value>151</value></CallVariable><CallVariable><name>BATimeZone</name><value>+00330</value></CallVariable><CallVariable><name>BABuddyName</name><value>Desai,Ritesh</value></CallVariable></callvariables></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><action>UPDATE_SCHEDULED_CALLBACK</action></actions><mediaAddress>9920867686</mediaAddress><mediaAddressType></mediaAddressType><startTime>2016-10-12T06:10:19.991Z</startTime><state>ACTIVE</state><stateCause></stateCause><stateChangeTime>2016-10-12T06:10:19.991Z</stateChangeTime></Participant><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><action>UPDATE_SCHEDULED_CALLBACK</action></actions><mediaAddress>1003</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2016-10-12T06:10:19.991Z</startTime><state>ACTIVE</state><stateCause></stateCause><stateChangeTime>2016-10-12T06:10:19.991Z</stateChangeTime></Participant></participants><state>ACTIVE</state><toAddress>9920867686</toAddress><uri>/finesse/api/Dialog/16784239</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/16784239</source></Update>

2016-10-12T11:59:25.944 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.303 +0530: Header : [WorkflowEngine] Received dialog event.

2016-10-12T11:59:25.944 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.303 +0530: Header : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: change Uri: /finesse/api/Dialog/16784239 Event: {"Dialog":{"associatedDialogUri":"/finesse/api/Dialog/2130706471","fromAddress":"1003","id":"16784239","mediaProperties":{"DNIS":"1003","callType":"OUTBOUND","dialedNumber":"9920867686","outboundClassification":null,"callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":null},{"name":"callVariable7","value":null},{"name":"callVariable8","value":null},{"name":"callVariable9","value":null},{"name":"callVariable10","value":null},{"name":"BACampaign","value":"Campaign1"},{"name":"BAStatus","value":"PROGRESSIVE_OUTBOUND"},{"name":"BAResponse","value":"CPA_Voice"},{"name":"BAAccountNumber","value":"1000010102"},{"name":"BADialedListID","value":"151"},{"name":"BATimeZone","value":"+00330"},{"name":"BABuddyName","value":"Desai,Ritesh"}]}},"mediaType":"Voice","participants":{"Participant":[{"actions":{"action":["TRANSFER_SST","CONSULT_CALL","HOLD","UPDATE_CALL_DATA","SEND_DTMF","DROP","UPDATE_SCHEDULED_CALLBACK"]},"mediaAddress":"9920867686","mediaAddressType":null,"startTime":"2016-10-12T06:10:19.991Z","state":"ACTIVE","stateCause":null,"stateChangeTime":"2016-10-12T06:10:19.991Z"},{"actions":{"action":["TRANSFER_SST","CONSULT_CALL","HOLD","UPDATE_CALL_DATA","SEND_DTMF","DROP","UPDATE_SCHEDULED_CALLBACK"]},"mediaAddress":"1003","mediaAddressType":"AGENT_DEVICE","startTime":"2016-10-12T06:10:19.991Z","state":"ACTIVE","stateCause":null,"stateChangeTime":"2016-10-12T06:10:19.991Z"}]},"state":"ACTIVE","toAddress":"9920867686","uri":"/finesse/api/Dialog/16784239"}}

2016-10-12T11:59:25.946 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.305 +0530: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/16784239 (action: change)

2016-10-12T11:59:25.949 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.308 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/Team/5000/Users': <Update>

<data>

<user>

<dialogs>/finesse/api/User/9002/Dialogs</dialogs>

<firstName>Dharmendra</firstName>

<lastName>Bhavsar</lastName>

<state>TALKING</state>

<uri>/finesse/api/User/9002</uri>

</user>

</data>

<source>/finesse/api/User/9002</source>

</Update>

2016-10-12T11:59:25.951 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.310 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/9002': <Update>

<data>

<user>

<dialogs>/finesse/api/User/9002/Dialogs</dialogs>

<firstName>Dharmendra</firstName>

<lastName>Bhavsar</lastName>

<loginName>DharmendraB</loginName>

<roles>

<role>Agent</role>

<role>Supervisor</role>

</roles>

<wrapUpOnIncoming>REQUIRED</wrapUpOnIncoming>

</settings>

<state>TALKING</state>

<teamName>Cisco</teamName>

<teams>

<Team>

<name>Cisco</name>

<uri>/finesse/api/Team/5000</uri>

</Team>

</teams>

<uri>/finesse/api/User/9002</uri>

</user>

</data>

<source>/finesse/api/User/9002</source>

</Update>

2016-10-12T11:59:25.953 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.312 +0530: Header : _displayUserData(): User's current state is: TALKING

2016-10-12T11:59:25.962 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.321 +0530: Header : Wrap-Up-Required agent is on call -- Linda flag cleared.

2016-10-12T11:59:25.963 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.322 +0530: Header : [WorkflowEngine] Received user event.

2016-10-12T11:59:25.964 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.323 +0530: Header : [WorkflowEngine] Converting event to xml document. Type: User Action: change Uri: /finesse/api/User/9002 Event: {"User":{"dialogs":"/finesse/api/User/9002/Dialogs","extension":"1003","firstName":"Dharmendra","lastName":"Bhavsar","loginId":"9002","loginName":"DharmendraB","pendingState":null,"roles":{"role":["Agent","Supervisor"]},"settings":{"wrapUpOnIncoming":"REQUIRED"},"state":"TALKING","stateChangeTime":"2016-10-12T06:10:19.992Z","teamId":"5000","teamName":"Cisco","teams":{"Team":{"id":"5000","name":"Cisco","uri":"/finesse/api/Team/5000"}},"uri":"/finesse/api/User/9002"}}

2016-10-12T11:59:25.966 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.325 +0530: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/User/9002 (action: change)

2016-10-12T11:59:26.113 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.472 +0530: Header : [WorkflowEngine] Starting queued event processing...

2016-10-12T11:59:26.114 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.473 +0530: Header : [WorkflowEngine] ------ Got Dialog event from queue: Action: change URI: /finesse/api/Dialog/16784239 ------

2016-10-12T11:59:26.115 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.474 +0530: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2016-10-12T11:59:25.977 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.336 +0530: CallControl : _processCall(): Process the dialog with id: 16784239, to extension: 9920867686, from extension: 1003, call state: ALERTING, callType: OUTBOUND

2016-10-12T11:59:26.003 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.362 +0530: CallControl : _processCall(): User's call state is: ALERTING, user's state cause is: null

2016-10-12T11:59:26.017 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.376 +0530: CallControl : _processCall(): Process the dialog with id: 16784239, to extension: 9920867686, from extension: 1003, call state: ALERTING, callType: OUTBOUND

2016-10-12T11:59:26.046 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.405 +0530: CallControl : _processCall(): User's call state is: ALERTING, user's state cause is: null

2016-10-12T11:59:26.054 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.413 +0530: CallControl : _processCall(): Process the dialog with id: 16784239, to extension: 9920867686, from extension: 1003, call state: ACTIVE, callType: OUTBOUND

2016-10-12T11:59:26.081 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.440 +0530: CallControl : _processCall(): User's call state is: ACTIVE, user's state cause is: null

2016-10-12T11:59:26.103 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.462 +0530: CallControl : _handleUserChange(): User state is TALKING and mobile agent call by call is: false

2016-10-12T11:59:26.151 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.510 +0530: Header : [WorkflowEngine] ------ Got Dialog event from queue: Action: change URI: /finesse/api/Dialog/16784239 ------

2016-10-12T11:59:26.151 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.510 +0530: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2016-10-12T11:59:26.165 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.524 +0530: Header : [WorkflowEngine] ------ Got Dialog event from queue: Action: change URI: /finesse/api/Dialog/16784239 ------

2016-10-12T11:59:26.166 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.525 +0530: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2016-10-12T11:59:26.176 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.535 +0530: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/Queue/0': <Update><data><queue><name>Sales</name><statistics><agentsNotReady>0</agentsNotReady><agentsReady>0</agentsReady><agentsTalkingInbound>0</agentsTalkingInbound><agentsTalkingInternal>0</agentsTalkingInternal><agentsTalkingOutbound>0</agentsTalkingOutbound><agentsWrapUpNotReady>0</agentsWrapUpNotReady><agentsWrapUpReady>0</agentsWrapUpReady><callsInQueue>0</callsInQueue><startTimeOfLongestCallInQueue></startTimeOfLongestCallInQueue></statistics><uri>/finesse/api/Queue/0</uri></queue></data><event>PUT</event><requestId>null</requestId><source>/finesse/api/Queue/0</source></Update>

2016-10-12T11:59:26.177 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.536 +0530: Header : [WorkflowEngine] ------ Got User event from queue: Action: change URI: /finesse/api/User/9002 ------

2016-10-12T11:59:26.177 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.536 +0530: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2016-10-12T11:59:26.185 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:20.544 +0530: Header : [WorkflowEngine] ------ Event queue is empty. ------

2016-10-12T11:59:41.136 +05:30: : fin414.csinfocomm.com: Oct 12 2016 11:40:35.495 +0530: Header : Time Information - UTC: 'Wed, 12 Oct 2016 06:29:41 GMT'; Local Time: 'Wed Oct 12 2016 11:59:41 GMT+0530 (India Standard Time)'

-----------------------------------------------------------------------------------------------------------

How shall I trace the start of new call in Client Logs. Hope this is correct.

thanks & regards,

Ritesh Desai

*** Please rate helpful post. Please mark as answer if it solves your problem/query.
regards, Ritesh Desai

Ritesh Desai · ‎10-12-2016

Denise K,

Adding further after studying logs with numerous attempts, when Agent state goes to RESERVED_OUTBOUND state, logs dont show "LeadID" custom variable passed to FINESSE, cisco pre-defined variables/ column names are shown.

regards,

Ritesh Desai.

*** Please rate helpful post. Please mark as answer if it solves your problem/query.
regards, Ritesh Desai

Ritesh Desai · ‎10-12-2016

Dear Denise K,

I got an answer what I was looking for. This is not digestable, unhow have to follow this. As per Cisco Outbound Option Guide, it says "Outbound Option does not send data from Custom columns to the agent desktop. They are available for use only in the query rule select clause for business-specific filtering into different dialing lists."

thanks & regards,

Ritesh Desai.

*** Please rate helpful post. Please mark as answer if it solves your problem/query.
regards, Ritesh Desai

dekwan · ‎10-12-2016

Hi Ritesh,

I'm glad you found the answer you were looking for, even though that is not what you had hoped for. So from that statement, I guess showing the ecc variable does not work.

Thanx,

Denise