/mcpDialog notification Notifications Triggered: Platform-Based API Differences Stand-alone Finesse with Unified CCE: In a stand-alone Finesse deployment with Unified CCE, supervisors can silently monitor agents who are on ICD calls or non-ICD calls (for example a call to another agent). The supervisor must be in NOT_READY state to start a silent monitoring session and the agent must be in TALKING state. After the supervisor starts the silent monitoring session, the supervisor transitions to TALKING state. Coresident Finesse with Unified CCX: In a coresident Finesse deployment with Unified CCX, supervisors can silently monitor agents who are on ICD calls or non-ICD calls (for example, calls to another agent). The supervisor must be in NOT_READY state to start a silent monitoring state. The agent can be in TALKING state (on an ICD call) or NOT_READY state (on a non-ICD call). After the supervisor starts the silent monitoring call, the supervisor remains in NOT_READY state. Asynchronous Errors When accessing the Finesse REST API through the Finesse JavaScript library, asynchronous errors have a status code of 400. When receiving the asynchronous error directly through XMPP, the error message has the format described in "Dialog CTI Error Notification." Note Deployment Type Reason ErrorType Unified CCX Attempt to POST Silent Monitor for an agent who is in Ready, Wrap-Up, Hold, or Not Ready state. 88049 Unified CCE Attempt to POST Silent Monitor for an agent who is in Hold or Not Ready state. 13145 Unified CCE Attempt to POST Silent Monitor for an agent who is in Ready or Wrap-Up State. Invalid State Dialog—End a Silent Monitor Call This API allows a supervisor to drop a silent monitor call that was initiated by that supervisor. The Dialog object is updated by specifying a requestedAction of DROP and the targetMediaAddress of the extension of the supervisor who initiated the silent monitor call. https://<FQDN>/finesse/api/Dialog/<dialogId> URI: https://finesse1.xyz.com/finesse/api/Dialog/32458 Example URI: Supervisors and administrators can use this API. A supervisor can only end a silent monitor call that was initiated by that supervisor. An administrator can end any silent monitor call. Security Constraints: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 99 Cisco Finesse Desktop APIs Dialog—End a Silent Monitor Call