10 Replies Latest reply: Jan 6, 2018 3:12 AM by gorourke RSS

Finesse - Direct Preview (UCCE) - Call Variables Layout

gorourke

Direct Preview Calls on UCCE for Finesse.

Requirement -  to setup a specific Finesse Call Variable Layout for a specific Campaign.

 

If you setup a specific Call Variable Layout and assign to the ICM Agent Reservation Script, the agent See the specific Call Variable Layout.

But once the Agent Clicks Accept - the Finesse Agent Desktop screen refreshes and reverts to the default Call Variable Layout - which is an almighty pain.

 

I can see why this is difficult to correct, but its a feature that should be available.

It would be nice to see this 'feature' on the roadmap for future a future Finesse release?

 

Gerry

  • 1. Re: Finesse - Direct Preview (UCCE) - Call Variables Layout
    dekwan

    Hi Gerry,

     

    Finesse picks up the call variable layout from the user.Layout ECC variable. After the agent clicks Accept, does that ECC variable disappear? You can verify that information by looking at the dialog events when the agent gets the outbound call and after they click accept.

     

    Thanx,

    Denise

  • 2. Re: Finesse - Direct Preview (UCCE) - Call Variables Layout
    gorourke

    Denise,

     

    I set that layout ECC variable in the ICM Agent Reservation Script for the Outbound Dialer Campaign.

    When the Agent gets the Direct Preview Popup, the Desktop is displayed corrected due to the ECC user.Layout ECC variable been set.

     

    But Once you click Accept the actually Customer call gets dialed from the agents phone, but the agent desktop refreshes back to default Desktop and I assume (woudl bet money on it) that the ECC Layout Variable is no longer there. Next time I have it setup, I will take some logs.

     

    So it should be classified as a bug, but is likely a design bug rather than code not working as designed.

     

    Simple to reproduce for Cisco to confirm.

     

    Gerry

  • 3. Re: Finesse - Direct Preview (UCCE) - Call Variables Layout
    dekwan

    Hi Gerry,

     

    I would agree that it is a design bug. If you can get some logs, that would be great. I don't have outbound set up on my system.

     

    Thanx,

    Denise

  • 4. Re: Finesse - Direct Preview (UCCE) - Call Variables Layout
    dekwan

    Hi Gerry,

     

    Can you please provide some logs so that we can determine if this is a bug?

     

    Thanx,

    Denise

  • 5. Re: Finesse - Direct Preview (UCCE) - Call Variables Layout
    gorourke

    Denise,

     

    Will do so tomorrow!

     

    Gerry

  • 6. Re: Finesse - Direct Preview (UCCE) - Call Variables Layout
    gorourke

    Denise,

     

    As promised!

     

    Log file uploaded here:

    http://orourke.tv/uploads/Finesse-CallVariableLayout-Bug.txt

     

    Summary of log file below.

    The Bug occurs I believe because as the UPDATE XML event on line 618 no longer contains the layout variable.

     

    See below for log review:

     

    user.layout DOES appears in  the below lines with the following value;

    "<name>user.layout</name><value>UCCE.101.callbacks</value>"

     

    Line 520:

    Line 522:

    Line 524:

    Line 526:

    Line 528:

    Line 530:

    Line 566:

    Line 568:

    Line 588:

    Line 591:

     

     

    Line 520: (truncated after </callvariables>)

     

    Line 520: 2017-11-30T08:46:00.738 +00:00: : finesse.purplepi.ie: Nov 30 2017 08:46:00.756 +0000: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/19002/Dialogs': <Update><data><dialogs><Dialog><associatedDialogUri></associatedDialogUri><fromAddress>11290</fromAddress><id>2130706433</id><mediaProperties><DNIS>19033</DNIS><callType>OUTBOUND_DIRECT_PREVIEW</callType><dialedNumber>19033</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>user.layout</name><value>UCCE.101.callbacks</value></CallVariable></callvariables>.....

     

    But an update XML when the actual phone call to end user gets connected occurs on Line 618

    And you notice that this does NOT contain the layout variable.

     

    Line 618 (truncated after </callvariables>)

     

    2017-11-30T08:46:09.654 +00:00: : finesse.purplepi.ie: Nov 30 2017 08:46:09.672 +0000: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/19002/Dialogs': <Update><data><dialog><associatedDialogUri></associatedDialogUri><fromAddress>19033</fromAddress><id>50335679</id><mediaProperties><DNIS></DNIS><callType>OUTBOUND</callType><dialedNumber>907969839390</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>SystemTest</value></CallVariable><CallVariable><name>BAStatus</name><value>DIRECT_PREVIEW_OUTBOUND</value></CallVariable><CallVariable><name>BAResponse</name><value></value></CallVariable><CallVariable><name>BAAccountNumber</name><value>CB 8:45:33.04</value></CallVariable><CallVariable><name>BADialedListID</name><value>49</value></CallVariable><CallVariable><name>BATimeZone</name><value>+00000</value></CallVariable><CallVariable><name>BABuddyName</name><value>ORourke,Gerard</value></CallVariable></callvariables>...

     

    Hence I believe this is where the bug occurs and finesse reverts back to the default Call variable layout.

    The workaround is to configure yoru default layout as how you want it for outbound calls.

    But that means all outbound calls treated with the same call variables names which is restrictive and that you don't really want to use the default layout for non outbound calls, so all inbound ICM scripts must set a layout value.

     

     

    Regards,

    Gerry

  • 7. Re: Finesse - Direct Preview (UCCE) - Call Variables Layout
    dekwan

    Thanks Gerry. I have forwarded the logs to the Finesse team and they will do their analysis on it. I'll let you know when I hear back from them.

     

    Thanx,

    Denise

  • 8. Re: Finesse - Direct Preview (UCCE) - Call Variables Layout
    dekwan

    Hi Gerry,

     

    Would it be possible to get the full Finesse webservices logs? It will help them determine if it is an issue within Finesse or in CCE.

     

    Thanx,

    Denise

  • 9. Re: Finesse - Direct Preview (UCCE) - Call Variables Layout
    dekwan

    Hi Gerry,

     

    I found this bug for 11.0 and 11.5 that seems very similar to your issue: https://bst.cloudapps.cisco.com/bugsearch/bug/CSCuy53693

     

    Thanx,

    Denise

  • 10. Re: Finesse - Direct Preview (UCCE) - Call Variables Layout
    gorourke

    Thanks Denise. That is 100% the same issue.

    Hopefully a fix will appear some time....

     

    Gerry