Finesse Dialog API- From address DNIS and startTime missing

[kashif.sohail]

Hi,

I am using finesse restful services, I the following scenario, fromAddress, DNIS and startTime is missing in dialog XML packet.

Deployment: UCCX

Version: 11.5

Scenario:

• The agent is logged out.
• The extension is working (IP Phone is working)
• Dialled a number of IP Phone
• the call is ringing
• Agent logged in to finesse
• call is answered
• make a rest call from the application to get dialog information
• the following packet returns by dialog API

All the highlighted fields are empty. Which are not empty in normal cases.

<Dialog>

                            <associatedDialogUri/>

                            <fromAddress/>

                            <id>19249352</id>

                            <mediaProperties>

                                <DNIS/>

                                <callType>OTHER_IN</callType>

                                <callvariables>

                                    <CallVariable>

                                    <name>callVariable1</name>

                                    <value/>

                                    </CallVariable>

                                    <CallVariable>

                                    <name>callVariable2</name>

                                    <value/>

                                    </CallVariable>

                                    <CallVariable>

                                    <name>callVariable3</name>

                                    <value/>

                                    </CallVariable>

                                    <CallVariable>

                                    <name>callVariable4</name>

                                    <value/>

                                    </CallVariable>

                                    <CallVariable>

                                    <name>callVariable5</name>

                                    <value/>

                                    </CallVariable>

                                    <CallVariable>

                                    <name>callVariable6</name>

                                    <value/>

                                    </CallVariable>

                                    <CallVariable>

                                    <name>callVariable7</name>

                                    <value/>

                                    </CallVariable>

                                    <CallVariable>

                                    <name>callVariable8</name>

                                    <value/>

                                    </CallVariable>

                                    <CallVariable>

                                    <name>callVariable9</name>

                                    <value/>

                                    </CallVariable>

                                    <CallVariable>

                                    <name>callVariable10</name>

                                    <value/>

                                    </CallVariable>

                                </callvariables>

                                <dialedNumber/>

                                <outboundClassification/>

                            </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>21020</mediaAddress>

                                    <mediaAddressType>AGENT_DEVICE</mediaAddressType>

                                    <startTime/>

                                    <state>ACTIVE</state>

                                    <stateCause/>

                                    <stateChangeTime>2018-03-05T10:55:03.118Z</stateChangeTime>

                                </Participant>

                            </participants>

                            <state>ACTIVE</state>

                            <uri>/finesse/api/Dialog/19249352</uri>

                        </Dialog>

[dekwan]

Hi,

For the scenario where you say:

• Dialled a number of IP Phone
• the call is ringing

Is this a direct call to the agent? Can you provide the full webservices logs. If the agent isn't logged in and it is a direct call, the agent's call isn't monitored and therefore UCCX does not have all of the details of the call. This is probably the situation, but all of the webservices logs will help determine it.

Thanx,

Denise