End the call during outbound dialing after accepting preview call -finesse 11.6

[ravindra999]

Hello All,

We have a client requirement where agent need an custom button to end/drop the call once agent accepted outbound preview call and is dialing the customer.  We need to provide this option for agent to drop/end while it is dialing out and not after connected to the customer. The call controls buttons will show which has "End" button will only show after connecting to the customer, and not during dialing out.

Any suggestions on how to do this?

Thanks,

Ravi.

[dekwan]

Hi Ravi,

The Finesse Agent Desktop should be showing the "End" button as soon as the agent is able to end the call. So the fact that the button doesn't appear when the call is dialing the customer, it most likely means this is not possible to perform this action.

You can verify this by looking at the Finesse webservices logs and seeing the Finesse dialog notifications during this scenario. For the agent's extension (mediaAddress), see if the action DROP is part of their list during that moment of time.

               <participants>

                    <Participant>

                        <actions>

                            <action>UPDATE_CALL_DATA</action>

                            <action>DROP</action>

                        </actions>

                        <mediaAddress>6002</mediaAddress>

                        <mediaAddressType>AGENT_DEVICE</mediaAddressType>

                        <startTime>2017-12-22T18:47:52.070Z</startTime>

                        <state>INITIATING</state>

                        <stateCause></stateCause>

                        <stateChangeTime>2017-12-22T18:47:52.070Z</stateChangeTime>

                    </Participant>

                </participants>

Thanx,

Denise