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Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) xvi Contents

C H A P T E R 1 Introduction • What's New in Cisco Finesse 12.5(1), on page 1 • Cisco Finesse REST APIs, on page 3 • JavaScript Library and Sample Gadgets, on page 5 • Communication with the Cisco Finesse Web Service, on page 5 • API Parameter Types, on page 9 • Cisco Finesse API Errors, on page 10 What's New in Cisco Finesse 12.5(1) REST APIs The following REST APIs have been added in Cisco Finesse 12.5(1). • User—Get User Id from loginName—This API accepts the loginName in the URI and authentication for both SSO and non-SSO deployments. This API is only supported for Unified CCE deployments. • Team Resource—The TeamResource object represents a team configuration based on Team assignments. The object contains the URI, team ID, and the respective configuration. The agent or supervisor can use the TeamResource API to fetch configurations such as reason codes, wrap-up reasons, media properties layout, phone books, and workflows associated to the team. The following are the new TeamResource APIs: • Get Reason Codes • Get Wrap-Up Reasons • Get Media Properties Layouts • Get Phone Books • Get Workflows • CompressedClientLog—Post Compressed Log to Finesse—This API allows a user to submit compressed logs to the Cisco Finesse server. The server saves the compressed data in a zip file format. • Media—Change Agent from Work State to Active—This API allows a user to change the agent state from WORK state to active (READY and NOT_READY), which is automatically computed by Unified CCE. Users can only use this API when an agent state is WORK. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 1

• Single Sign-On—Get User Authentication Mode—This API allows a client to get the authentication mode of a user in a Unified CCE deployment that is in hybrid mode (SSO and non-SSO). • ECCVariableConfig—Get ECC Variable Configuration—This API allows a user to get ECC variable configuration details for Unified CCE. • Cloud Connect Configuration—This API allows a user to configure Cloud Connect in the Cisco Finesse server. The following are the new Cloud Connect Configuration APIs: • CloudConnectConfig—Get • CloudConnectConfig—Set • CloudConnectConfig—Delete The following changes are made to the payloads in the Cisco Finesse 12.5(1) REST APIs. • MediaPropertiesLayout APIs—The uiEditable field has been added to the payload to indicate if the call variable values can be edited in the agent and supervisor desktop. • SystemInfo APIs—The following fields have been added to the payload: • lastSuccessCTIHeartbeatTime—Indicates the last successful heartbeat time between the Cisco Finesse server and the CTI server. • ctiVersion—Indicates the CTI protocol version with which the Cisco Finesse server is connected to the CTI server. • ctiHeartbeatInterval—Indicates the heartbeat interval between the Cisco Finesse server and the CTI server in seconds. • Phone Book Contact Limit The maximum number of contacts per agent is increased from 1500 to 6000 in the PhoneBook and Contact APIs. • Dialog—Create a New Dialog (Make a Call) For a Unified CCE deployment, the MAKE_CALL API now allows you to make a call from Ready state. When an agent goes off-hook to place a call, the Unified CCE changes the agent status to Not Ready with 50006 reason code. HTTP Secure Support This release supports only HTTP Secure (HTTPS) and support for HTTP is disabled for the administration console, desktop (agent and supervisor), Web Services, Desktop Modules (gadgets), and Finesse IPPA. All the HTTP requests are automatically redirected to HTTPS. The support to the following ports are disabled: • Tomcat (HTTP)—80, 8082: If you access Finesse using HTTP, then the 301 HTTP redirect status response is issued to the secure port 8445. • BOSH/WebSocket (HTTP)—7071 and XMPP—5222: These ports are disabled by default. Set the utils finesse set_property webservices enableInsecureOpenfirePort to true to enable these ports. For more information, see Service Properties section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 2 Introduction What's New in Cisco Finesse 12.5(1)

SocialMiner Product Name Change All the references to SocialMiner are changed to the Customer Collaboration Platform. The following changes are made to the payloads in the Cisco Finesse 12.5(1) ES REST APIs. • Single Sign-On APIs—The optional parameters are added in the Fetch Access Token and Refresh Existing Access Token APIs. • User APIs—The following field has been added to the payload: • skillTargetId—Indicates the unique identifier for the skill target assigned to the agent in the Unified CCE database. • Dialog—Drop Participant from Conference—This API is now extended to allow an agent, who is a participant in the conference call, to drop other participants. JavaScript APIs The following JavaScript APIs have been added in Cisco Finesse 12.5(1). • finesse.shortcutkey.ShortcutKeyService • finesse.utilities.DesktopCache The following changes are made in the Cisco Finesse 12.5(1) JavaScript APIs. • ContainerServices—Added the collapseMyGadget and expandMyGadget functions that hide and display the gadget contents respectively. • DialogBase—Added the updateCallVariables function that updates the dialog's call variables. The following changes are made in the Cisco Finesse 12.5(1) ES JavaScript APIs. • User—Added the getSkillTargetId function that retrieves the skill ID of the user. • Gadget Configuration—Added the skillTargetId field which refers to the skill ID of the user. Cisco Finesse REST APIs This document is the official reference for the Cisco Finesse Application Programming Interface (API). The Finesse desktop APIs support the Finesse desktop, providing agent desktop functionality, such as call control and state changes. The Finesse configuration APIs support the Finesse administration console, providing the ability to configure resources (such as reason codes, wrap-up reasons, and workflows). The Finesse APIs support the following capabilities: • User Sign In/Sign Out • Agent States • Configurations • Subscriptions Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 3 Introduction Cisco Finesse REST APIs

• Call Control • Reason Codes • Wrap-up Reasons • Teams • Team Resource • Queues • Task Routing • Mobile Agents • Workflows • TeamMessages • Desktop Chat This guide explains each API and the notification messages returned by the APIs. The guide includes a section to assist developers with running and validating the APIs in a lab environment. REST API Response Caching The Finesse webproxy caches the following REST API responses: • ChatConfig • ECCVariableConfig (applicable for Unified CCE) • MediaDomain (applicable for Unified CCE) • TeamResource: The responses of the TeamResource API are cached at the team-level. When Reason Codes, Wrap-Up Reasons, Phone Books, Workflows, or Media Properties Layouts specific to a Team are updated, the Finesse webproxy cache is cleared and the update is reflected in the next TeamResource API request. Proxy cache bypassing degrades performance and is only recommended for debugging purposes during the gadget development or troubleshooting. • To bypass the server cache for the Finesse API, include bypassServerCache=true as a query parameter in the request or clear server cache using the CLI utils webproxy cache clear rest. • To bypass the server cache for the Finesse desktop, include bypassServerCache=true&nocache as a query parameter in the desktop URL. For more information on the CLI commands, see Cisco Finesse Administration Guide at https://www.cisco.com/ c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 4 Introduction Cisco Finesse REST APIs

JavaScript Library and Sample Gadgets Finesse provides a JavaScript library (finesse.min.js) and several sample gadgets to help jump-start your gadget development. The JavaScript library provides a substantial amount of fundamental code infrastructure that you would otherwise must write yourself. • You can access the JavaScript library at the following URL: https://<FQDN>:<port>/desktop/assets/js/finesse.min.js The unminified version of finesse.min.js can be accessed from the URL: https://<FQDN>:<port>/desktop/assets/js/finesse.js Note • You can access the JavaScript documentation at the following URL: https://<FQDN>:<port>/desktop/assets/js/doc/index.html • You can access JQuery at the following URL: https://<FQDN>:<port>/desktop/assets/js/jquery.min.js. • If you have third-party gadgets that are loaded on Finesse, the third-party gadgets can access the JavaScript library at: /desktop/assets/js/finesse.min.js. • The sample gadgets are available from Cisco DevNet at the following link: https://developer.cisco.com/ site/finesse/. For the proper functioning of the JavaScript library, you must import both the Finesse JavaScript library and JQuery. Note Communication with the Cisco Finesse Web Service The Cisco Finesse Notification Service name in the following diagram is specific to Unified CCE deployments. In a Unified CCX deployment, the notification service is named the Cisco Unified CCX Notification Service. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 5 Introduction JavaScript Library and Sample Gadgets

Figure 1: Finesse API and Event Flow The Finesse desktop supports receiving updates through BOSH/WebSocket only. Note Client Requests Cisco Finesse Release 12.5(1) or higher supports only secure HTTP (HTTPS) requests from clients. Cisco Finesse desktop operations can be performed using the available REST HTTPS request described in this guide. Operations on specific objects are performed using the ID of the object in the REST URL. For example, the URL to view a single object (HTTPs) would be: The URL to view a single object (HTTPS) would be: https://<FQDN>:<port>/finesse/api/<object>/<objectID> FQDN is the fully-qualified domain name of the Finesse server. Finesse configuration APIs require the application user ID and password, which is established during installation, for authentication purposes. Finesse APIs use the following HTTP methods to make requests: • GET: Retrieve a single object or list of objects (for example, a single user or list of users). Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 6 Introduction Client Requests

• PUT: Replace a value in an object (for example, to change the state of a user from NOT_READY to READY). • POST: Create a new entry in a collection (for example, to create a new reason code or wrap-up reason). • DELETE: Remove an entry from a collection (for example, to delete a reason code or wrap-up reason). Finesse uses the standard HTTP status codes (for example, 200, 400, and 500) in the response. These status codes indicate overall success or failure of the request. If an API operation fails, a detailed error is returned in the HTTP response message body. The error, in XML format, appears as follows: <ApiErrors> <ApiError> <ErrorType>type</ErrorType> <ErrorMessage>message</ErrorMessage> <ErrorData>data</ErrorData> </ApiError> </ApiErrors> Finesse has a Dependency Manager that collects the state of internal dependencies for Finesse (such as the state of the Cisco Finesse Notification Service) and reports these states to external entities. If any of these dependencies are down, Finesse is out of service. If the Cisco Finesse Tomcat is running, Finesse rejects any API requests and returns an HTTP 503 error. The error appears as follows: <ApiErrors> <ApiError> <ErrorType>Service Unavailable</ErrorType> <ErrorData></ErrorData> <ErrorMessage>SERVER_OUT_OF_SERVICE</ErrorMessage> </ApiError> </ApiErrors> If the Cisco Finesse Tomcat service is not running, Finesse returns a Connection Timeout error. All Finesse APIs use HTTP BASIC authentication, which requires the credentials to be sent in the "Authorization" header. The credentials contain the username and password, separated by a single colon (:), within a BASE64-encoded string. For example, the Authorization header would contain the following string: "Basic YWdlbnRiYXJ0b3dza2k6Y2FybWljaGFlbA==" where "YWdlbnRiYXJ0b3dza2k6Y2FybWljaGFlbA==" is the Base64-encoded string of "agentbartowski:carmichael" (agentbartowski being the username and carmichael being the password). In case of Single Sign-On mode, the Authorization header would contain the following string: Bearer <authtoken> where the authtoken has to be fetched from IDS through the ADFS server. If an administrator changes the password for an agent or supervisor on the secondary Administration & Data server (if configured) while the primary distributor process on Unified CCE is down, the agent or supervisor can still use the old password and access all REST APIs except the sign-in request. To ensure this does not happen, the primary distributor must be up and running when the administrator changes the password. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 7 Introduction Client Requests

HTTPS Requests Cisco Finesse does not support plain HTTP but supports only secure HTTP (HTTPS). In response to clients accessing Finesse using plain HTTP, the 301 HTTP redirect is issued to the secured port 8445. Cisco Finesse supports HTTP/2 protocol by default. Note Clients must make all HTTPS requests to port 8445. Finesse desktop APIs conform to the following format: https://<FQDN>:<port>/finesse/api/<object> Use the fully qualified domain name (FQDN) of the Finesse server instead of the IP address to avoid address mismatch errors (SSL certificate uses the Finesse hostname.) Note The following ports are disabled by default: • BOSH/WebSocket (HTTP)—7071 • XMPP—5222 Use the CLI command utils finesse set_property webservices enableInsecureOpenfirePort true to enable these ports. For more information on CLI commands, see Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html. For gadget development, Finesse server and client connections only support TLS 1.2 by default. Note Real-Time Events Real-time events (such as call events, state events, and so on) are sent by the Cisco Finesse Notification Service, using the XEP-0060 Publish-Subscribe extension of the XMPP (Extensible Messaging and Presence Protocol) protocol. All real-time events are sent over HTTPS. The agents must remain connected to the Cisco Notification Service to retain the user presence information. If not, it can result in unexpected behavior or cause the desktop not to respond as expected. The developer content below only applies to the third-party application building its own XMPP client to communicate with the Finesse server. Gadgets running on the desktop need not do anything to receive events, as the desktop handles this automatically and makes the events available through the respective Javascript API interfaces. Note Applications that need to communicate with the Notification Service must use XMPP over the BOSH (Bidirectional-streams Over Synchronous HTTP)/WebSocket transport. BOSH/WebSocket is an open technology for real-time communication and is useful for emulating a long-lived, bidirectional TCP connection between two entities (such as client and server). See documentation at the XMPP Standards Foundation (http://www.xmpp.org) for details about both XMPP and BOSH/WebSocket (XEP-0124). Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 8 Introduction HTTPS Requests

Client applications can communicate with the Cisco Finesse Notification Service through BOSH/WebSocket, using the binding URI http://<host>:7071/http-bind. Developers can create their own BOSH/WebSocket library or use any that are available publicly. Client applications can communicate with the Cisco Finesse Notification Service through BOSH/WebSocket over HTTPS, using the binding URI https://<FQDN>:7443/http-bind. Developers can create their own BOSH/WebSocket library or use any that are available publicly. Finesse desktop uses the Strophe.js XMPP library internally to manage its XMPP connections over BOSH/Websocket. Applications receive notification events of feeds to which they are subscribed. Users are currently subscribed to a few feeds by default (subject to change). Other feeds require an explicit subscription (see Subscription Management). XMPP Connection Management 1. After creating the connection, the client application must send a priority stanza with a non-negative presence priority to ensure all events are recieved. It is advisable to set the presence priority as 0 by default. For more details about the presence information, see the Mapping the Extensible Messaging and Presence Protocol (XMPP) to Common Presence and Instant Messaging (CPIM) documenation. 2. Stream management is not supported by the Finesse Notification service and clients cannot use this feature. 3. Finesse depends on the presence availability of the agent to drive automatic logouts. Therefore, ensure that the whitespace pings are enabled and have retries to handle failures. Finesse uses ping interval value of 10 seconds and 2 retries. API Parameter Types The following sections describe the parameter and data types for the Cisco Finesse APIs. API Header Parameters Description Type Name The password used in the request header to make any Finesse API request. Finesse supports a "Basic" authorization scheme only and authorization is required for each Finesse API request. String password The username used in the request header to make any Finesse API request. Finesse supports a "Basic" authorization scheme only and authorization is required for each Finesse API request. String username Body Parameter A body parameter (also known as a complex parameter) appears in the body of the message. In the following example, targetMediaAddress and requestedAction are body parameters. <Dialog> <targetMediaAddress>1001001</targetMediaAddress> <requestedAction>HOLD</requestedAction> </Dialog> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 9 Introduction API Parameter Types

Path Parameter A path parameter is included in the path of the URI. In the following example, dialogId is a path parameter. https://<FQDN>:<port>/finesse/api/Dialog/<dialogId> Query Parameter A query parameter is passed in a query string on the end of the URI you are calling. The query parameter is preceded by a question mark. Multiple query parameters are connected by an ampersand (&). In the following example, category is a query parameter. https://<FQDN>:<port>/finesse/api/User/<id>/ReasonCodes?category=NOT_READY Data Types The following table lists the data types used in API parameters and notification message fields. Description Type A logical data type that has one of two values: true or false. Boolean A 32-bit wide integer. Integer A 64-bit wide integer. Long A variable-length string. If a maximum length exists, it is listed with the parameter description. String Cisco Finesse API Errors Error codes for Cisco Finesse are categorized as follows: • 4xx—Client-related error • 5xx—Server-related error Each error includes a failure response, error type, error message, and error data. The following is an example of a failure message format: <ApiErrors> <ApiError> <ErrorType>Authentication Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> In addition to Cisco Finesse API errors, a response may return a CTI error or an HTTP error. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 10 Introduction Cisco Finesse API Errors

This document contains information about error type and error message. You can find information about error data values for most User and Dialog errors in the following documents: For Finesse deployments with Unified CCE, see the CTI Server Message Reference Guide for Cisco Unified Contact Center Enterprise, which you can find at https://developer.cisco.com/site/cti-protocol/documentation/ . For Finesse deployments with Unified CCX, see the https://developer.cisco.com/docs/contact-center-express/ #!cti-protocol-dev-guide. Note HTTP Errors All HTTP errors are returned as HTTP 1.1 Status Codes. Errors that might be for Finesse-specific events are listed below: 500 Internal Server Error Finesse Web Services returns 500 if the CTI connection is lost but the loss is not yet detected by automated means. • 500 - DB_RUNTIME_EXCEPTION (database error, but the database is thought to be operational) • 500 - RUNTIME_EXCEPTION (a non-database error) • 500 - AWS_SERVICE_UNAVAILABLE (AWS not operational) 503 Service Unavailable If Finesse is in PARTIAL_SERVICE or OUT_OF_SERVICE, it returns 503 for all requests. If any dependent service goes down, Finesse goes to OUT_OF_SERVICE state (for example, if the Cisco Finesse Notification Service is down).This error is due to a temporary outage or overloading condition. A retry after several seconds is likely to succeed. For example, the system returns 503 when the system is just starting up and when the system is trying to connect to the CTI server. Peripheral Error Codes Cisco Finesse, Release 12.5(1) introduces peripheral error codes for CTI operations, which provide a more detailed description of the error scenario. The newly added parameters are: • peripheralErrorCode • peripheralErrorMsg • peripheralErrorText Example: <ApiErrors> <ApiError> <ErrorType>Service Unavailable</ErrorType> <ErrorData></ErrorData> <ErrorMessage>SERVER_OUT_OF_SERVICE</ErrorMessage> <peripheralErrorCode>13036</peripheralErrorCode> <peripheralErrorMsg>PERERR_GW_E_JTAPIOBJ_PERFORMANSWERCALL_NO_TERMINAL_CONNECTION</peripheralErrorMsg> <peripheralErrorText>The routine performAnswerCall in class JTapiObj got a null connection from a call to 'findTerminalConnection'</peripheralErrorText> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 11 Introduction Cisco Finesse API Errors

</ApiError> </ApiErrors> For more information, see Cisco IPCC Error Codes at https://www.cisco.com/c/en/us/support/docs/ voice-unified-communications/unified-contact-center-enterprise/26142-error-codes.html. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 12 Introduction Cisco Finesse API Errors

C H A P T E R 2 Lab Development Environment Validation with Cisco FinesseWeb Services APIs This section explains how to work with the Cisco Finesse Web Services APIs to validate your lab development environment. • Environment and Tools, on page 13 • Cisco Finesse APIs, on page 21 Environment and Tools The topics in this section are for use as a learning exercise and are not meant for use in real deployments. To complete these exercises, you need the following: • A user who is configured as an agent in Unified CCE or Unified CCX (with an agent ID, password, and extension). Make the agent a member of a team and of a queue. (A queue is a skill group.) • Three phones that are configured in Cisco Unified Communications Manager: one for the agent, one for the caller, and one to use for conferencing and transfer APIs. These can be Cisco IP "hard phones" or Cisco IP Communicator softphones. • Tools: Postman and Pidgin for Windows or Adium for Mac OS X. Postman, Pidgin and Adium are meant to aid in development; however, they are not officially supported. Note Postman Procedure Postman is an example of a REST client utility that allows you to send HTTP requests to a specific URL. You can use this utility in your lab to exercise the Finesse Web Service APIs by entering the URI for an API and checking the response. All APIs are accessible by URI and follow a request/response paradigm. There is always a single response for any request. You can download Postman from https://www.getpostman.com/. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 13

For using self-signed SSL certificates with Postman see, http://blog.getpostman.com/2014/01/28/ using-self-signed-certificates-with-postman/ To test an API in Postman, follow these steps: Step 1 Copy and paste the URI for the API request from this Developer Guide into a text editor. For example, to enter the URI for signing in, copy the URI from the User—Sign In to Finesse API. Examine the pasted code for case sensitivity and format and remove any carriage returns. Step 2 Update the URI with the IP address of your Cisco Finesse Web Services server. Step 3 Add any mandatory parameters for the request. Step 4 Enter the username and password for the agent you set up for these exercises. Step 5 For Content Type, enter application/xml Step 6 Click the appropriate action (GET, PUT, or POST). Figure 2: Postman Rest Client When you send zip files, select Content Type as form-data. For more information, see CompressedClientLog—Post Compressed Log to Finesse, on page 165. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 14 Lab Development Environment Validation with Cisco FinesseWeb Services APIs Postman

Figure 3: Send Zip File Pidgin for Windows Pidgin is a multiplatform instant messaging client that supports many common messaging protocols, including XMPP. You can use Pidgin to establish an XMPP connection and view XMPP messages published by the Cisco Finesse Notification Service. You cannot be signed in to Pidgin at the same time you are signed in to Finesse as the XMPP event feed is disrupted. Note Notifications that result from API requests made in Postman appear in the XMPP Console tool of the Pidgin application. For example, if you use Postman to change an agent's state, you can see the resulting agent state change event in the Pidgin XMPP Console window. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 15 Lab Development Environment Validation with Cisco FinesseWeb Services APIs Pidgin for Windows

Make sure that you use the same username and resource values in both Postman and Pidgin. Note You can download Pidgin from http://www.pidgin.im/download/. Perform the following steps to configure XMPP: 1. In Pidgin, go to Tools > Plugins to open the Plugins dialog box. 2. Check the XMPP Console and XMPP Service Discovery check boxes. Perform the following steps to configure Pidgin: 1. Add an account for your XMPP server. Go to Pidgin > Accounts > Manage Accounts > Add Account. The Add Account dialog box opens. 2. For Protocol, select XMPP. 3. For Username, enter the username for the agent that you added. 4. For Domain, enter the fully-qualified domain name of the Cisco Finesse server. 5. For Resource, enter any text. 6. For Password, enter the password of the agent. Figure 4: The Pidgin Interface 7. Click Save. 8. Click the Advanced tab. 9. Check the Allow plaintext auth over unencrypted streams check box. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 16 Lab Development Environment Validation with Cisco FinesseWeb Services APIs Pidgin for Windows

For Connect Server, enter the IP address of the Finesse server. 11. If the Connection Security drop-down menu is present, choose Use encryption if available. 12. Click Save. Connect port and File transfer proxies should be filled in automatically (5222 should appear in the Connect port field). Note When connecting to the secure port 5223: 1. Add the Finesse Notification Service certificate in the Pidgin certificate manager. Finesse Notification Service shares the same certificate with Cisco Finesse Tomcat. 2. To download the certificate: a. Sign in to the Cisco Unified Operating System Administration through the URL (https://FQDN:8443/cmplatform, where FQDN is the fully qualified domain name of the primary Finesse server and 8443 is the port number). b. Click Security > Certificate Management. c. Click Find to get the list of all the certificates. d. In the Certificate List screen, choose Certificate from the Find Certificate List where drop-down menu, enter tomcat in the begins with option and click Find. e. Click the FQDN link which appears in the Common Name column parallel to the listed tomcat certificate. f. In the pop-up that appears, click the option Download .PEM File to save the file on your desktop. 3. In the Pidgin Certificate Manager, go to the Connection Security drop-down menu and choose Use old-style SSL. 4. In the Connect Server field, enter the FQDN of the Finesse server. Note The XMPP logo next to the agent's name becomes active (is no longer dimmed). To see event messages in Pidgin, open the XMPP Console. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 17 Lab Development Environment Validation with Cisco FinesseWeb Services APIs Pidgin for Windows

Figure 5: Open XMPP Console in Pidgin The agent must be signed in to Finesse through Postman or the browser interface to be signed in to the XMPP account on Pidgin. Note The XMPP Console window immediately begins to update every few seconds with iq type statements. The window does not display an event message until an event occurs. If the XMPP Console window fills with iq type notifications and becomes difficult to navigate, close and reopen it to refresh with a clean window. Figure 6: The XMPP Console Window Adium for Mac OS X Adium is a free open source instant messaging application for Mac OS X. You can use Adium to establish an XMPP connection and view XMPP messages published by the Cisco Finesse Notification Service. You can download Adium from https://www.adium.im. Perform the following steps to configure XMPP: 1. In Adium go to Preferences > Account > '+' > XMPP (Jabber). Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 18 Lab Development Environment Validation with Cisco FinesseWeb Services APIs Adium for Mac OS X

For Jabber ID, enter the username for the agent along with the fully qualified domain name of the Cisco Finesse server. 3. For Password, enter the password of the agent. Figure 7: The Adium Interface 4. Enable XMPP Advanced Features (Default: Off). To enable the XML Console menu run the following command in Terminal: defaults write com.adiumX.adiumX AMXMPPShowAdvanced -bool YES 5. In Adium go to File > Logged in User > XML Console. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 19 Lab Development Environment Validation with Cisco FinesseWeb Services APIs Adium for Mac OS X

Figure 8: Open XML Console in Adium The agent must be signed in to Finesse through Postman or the browser interface to be signed in to the XMPP account on Adium. Note The XML Console window immediately begins to update every few seconds with iq type statements. The window does not display an event message until an event occurs. If the XML Console window fills with iq type notifications and becomes difficult to navigate, close and reopen it to refresh with a clean window. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 20 Lab Development Environment Validation with Cisco FinesseWeb Services APIs Adium for Mac OS X

Figure 9: The XML Console Window Cisco Finesse APIs APIs that control actions on the Finesse desktop and call control make use of two objects: • User object: The User object represents agent and supervisor data and actions. This object is used to get information about a single user or list of users, to sign in or out of the Finesse Desktop, and change agent state. • Dialog object: The Dialog object represents a dialog with participants. For media type "voice", this object represents a call. A participant can represent an internal user (such as an agent) or an external user (for example, a customer). A participant can belong to only one dialog but a user can be a participant in several dialogs. The Dialog object is used for call control and call data. GET requests are synchronous. That is, the response body of a successful GET request contains all requested contents, which you can view in Postman or RESTClient. No event is published by XMPP and no event is received in Pidgin. PUT and POST requests are asynchronous. A successful response is an HTTP return code of 200 or 202. The response body does not contain the updated object information. If a PUT, POST, or DELETE request is on a User or Dialog object, the update is published by XMPP as a real-time event to Pidgin. If a PUT, POST, or DELETE request is on a configuration object (for example, a ReasonCode object), XMPP does not publish a real-time update. You must perform a GET request to get an updated copy of the object. GET, PUT, POST, and DELETE requests that fail Finesse server internal checks are synchronous. If a request fails, Postman or RESTClient display the error. No event is published by XMPP to Pidgin. However, if the request fails on CTI side, Finesse will send an api Error XMPP event back to client after receiving a failure confirmation response from the CTI Server. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 21 Lab Development Environment Validation with Cisco FinesseWeb Services APIs Cisco Finesse APIs

For each object, Finesse maintains an internal request queue where each subsequent request for this object is processed only after a success or a failure confirmation response is received from the CTI Server for the previous request. RequestId is a user provided unique string that is added to the request API header and used to correlate originating requests with the resulting XMPP notifications or errors. RequestId is a best effort request-response correlation and is not reliable. Note XMPP event notifications that match the requested action are tagged with the requestId (if available) from the original request. If the originating request results in a system error, the corresponding XMPP error notifications also contain the requestId. Note that the request id is not sent in the case of synchronous responses to GET requests. Although not mandatory, using a unique requestId helps in tracking error messages and allows a user to debug issues faster, as messages with requestId are easily tracked in Finesse logs. The requestId facility is not implemented for Task routing APIs. For more information, see the section on Task Routing APIs. Note The following sections provide instructions and examples for using the APIs with Postman and Pidgin. Sign In to Finesse Use the User - Sign In to Finesse API to sign the agent in. This example uses the following information: • Finesse server FQDN: finesse1.xyz.com • Agent name: John Smith • Agent ID: 1234 • Agent password: 1001 • Agent extension: 1001 • requestId: xyz This example shows the URL field for a Unified CCE deployment. In a Unified CCX deployment, you must include the port number in the URL. Note 1. Access Postman (Ctrl + Alt +P from the Mozilla Firefox browser) and enter the following string in the URL field: https://finesse1.xyz.com/finesse/api/User/1234 2. Enter the agent's ID (1234) and password (1001) in the two User Auth fields directly under the URL field. 3. In the Content Type field, enter application/XML. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 22 Lab Development Environment Validation with Cisco FinesseWeb Services APIs Sign In to Finesse

In the area under Content Options, enter the following: <User> <state>LOGIN</state> <extension>1001</extension> </User> 5. (Optional) To add the requestId: a. Click Headers. b. In the Name field, enter requestId, and in the Value field, enter xyz. c. Click Add/Change 6. Click PUT. Postman returns the following response: PUT on https://finesse1.xyz.com/finesse/api/User/1234 Status 202: Accepted Finesse returns a user notification, which you can view in Pidgin: <Update> <data> <user> <dialogs>/finesse/api/User/1234/Dialogs</dialogs> <extension>1001</extension> <firstName>John</firstName> <lastName>Smith</lastName> <loginId>1234</loginId> <loginName>jsmith</loginName> <roles> <role>Agent</role> </roles> <pendingState></pendingState> <reasonCodeId>-1</reasonCodeId> <settings> <wrapUpOnIncoming></wrapUpOnIncoming> <wrapUpOnOutgoing></wrapUpOnOutgoing> <settings> <state>NOT_READY</state> <stateChangeTime>2014-05-27T00:33:44.836Z</stateChangeTime> <teamId>1</teamId> <teamName>Default</teamName> <uri>/finesse/api/User/1234</uri> </settings> </user> </data> <event>PUT</event> <requestId>xyz</requestId> <source>/finesse/api/User/1234</source> </Update> The agent is now signed in and in NOT_READY state. Change Agent State Use the User - Change agent state API to change the agent state to Ready. This example uses the same agent information as the previous example. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 23 Lab Development Environment Validation with Cisco FinesseWeb Services APIs Change Agent State

This example shows the URL field for a Unified CCE deployment. In a Unified CCX deployment, you must include the port number in the URL. Note 1. In Postman, enter the following string in the URL field: https://finesse1.xyz.com/finesse/api/User/1234 2. Enter the agent's ID (1234) and password (1001) in the two User Auth fields directly under the URL field. 3. In the Content Type field, enter application/XML. 4. In the area under Content Options, enter the following: <User> <state>READY</state> </User> 5. (Optional) To add the requestId: a. Click Headers. b. In the Name field, enter requestId, and in the Value field, enter xyz. c. Click Add/Change 6. Click PUT. Postman returns the following response: PUT on https://finesse1.xyz.com/finesse/api/User/1234 Status 202: Accepted Finesse returns the following user notification: <Update> <data> <user> <dialogs>/finesse/api/User/1234/Dialogs</dialogs> <extension>1001</extension> <firstName>John</firstName> <lastName>Smith</lastName> <loginId>1234</loginId> <loginName>jsmith</loginName> <roles> <role>Agent</role> </roles> <state>READY</state> <pendingState></pendingState> <settings> <wrapUpOnIncoming></wrapUpOnIncoming> <wrapUpOnOutgoing></wrapUpOnOutgoing> </settings> <stateChangeTime>2014-05-27T00:35:24.123Z</stateChangeTime> <teamId>1</teamId> <teamName>Default</teamName> <uri>/finesse/api/User/1234</uri> </user> </data> <event>PUT</event> <requestId>xyz</requestId> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 24 Lab Development Environment Validation with Cisco FinesseWeb Services APIs Change Agent State

<source>/finesse/api/User/1234</source> </Update> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 25 Lab Development Environment Validation with Cisco FinesseWeb Services APIs Change Agent State

Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 26 Lab Development Environment Validation with Cisco FinesseWeb Services APIs Change Agent State

C H A P T E R 3 Cisco Finesse Desktop APIs Agents and supervisors use the Cisco Finesse Desktop APIs to communicate between the Finesse desktop and Finesse server, and Unified Contact Center Enterprise (Unified CCE) or Unified Contact Center Express (Unified CCX) to send and receive information about the following: • Agents and agent states • Calls and call states • Teams • Queues • Client logs The Finesse desktop APIs must provide BASIC authentication credentials, as described in Client Requests. • User, on page 27 • Dialog, on page 74 • Queue, on page 138 • Team, on page 144 • TeamResource, on page 150 • ClientLog, on page 163 • Task Routing APIs, on page 166 • Single Sign-On, on page 188 • TeamMessage, on page 198 User The User object represents an agent or supervisor and includes information about the user, such as roles, state, and teams. The User object is structured as follows: <User> <uri>/finesse/api/User/1001001</uri> <roles> <role>Agent</role> <role>Supervisor</role> </roles> <loginId>1001001</loginId> <loginName>csmith</loginName> <state>NOT_READY</state> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 27

<stateChangeTime>2012-03-01T17:58:21.234Z</stateChangeTime> <mediaType>1</mediaType> <pendingState>NOT_READY</pendingState> <pendingStateReasonCode> <category>NOT_READY</category> <code>1725</code> <forAll>true</forAll> <id>489</id> <label>Lunch</label> <systemCode>false</systemCode> <uri>/finesse/api/ReasonCode/489</uri> </pendingStateReasonCode> <pendingState></pendingState> <reasonCodeId>16</reasonCodeId> <ReasonCode> <category>NOT_READY</category> <uri>/finesse/api/ReasonCode/16</uri> <code>10</code> <label>Team Meeting</label> <forAll>true</forAll/> <systemCode>false</systemCode> <id>16</id> </ReasonCode> <settings> <wrapUpOnIncoming>OPTIONAL</wrapUpOnIncoming> <wrapUpOnOutgoing>REQUIRED</wrapUpOnOutgoing> </settings> <extension>1001001</extension> <mobileAgent> <mode>CALL_BY_CALL</mode> <dialNumber>4085551234</dialNumber> </mobileAgent> <firstName>Chris</firstName> <lastName>Smith</lastName> <teamId>500</teamId> <teamName>Sales</teamName> <dialogs>/finesse/api/User/1001001/Dialogs</dialogs> <teams> <Team> <uri>/finesse/api/Team/2001</uri> <id>2001</id> <name>First Line Support</name> </Team> <Team> <uri>/finesse/api/Team/2002</uri> <id>2002</id> <name>Second Line Support</name> </Team> <Team> <uri>/finesse/api/Team/2003</uri> <id>2003</id> <name>Third Line Support</name> </Team> ... other teams ... </teams> </User> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 28 Cisco Finesse Desktop APIs User

User APIs User—Sign In to Finesse The User—Sign in to Finesse API allows a user to sign in to the CTI server. If the response is successful, the user is signed in to Finesse and is automatically placed in NOT_READY state. If five consecutive sign-ins fail due to an incorrect password, Finesse blocks access to the user account for a period of 5 minutes. This API forces a sign-in. That is, if the user is already signed in, that user is authenticated via the sign-in process. If the user's credentials are correct, the user is signed in again but the user keeps the current state. For example, if a user signs in, changes state to Ready, and then signs in again, the user remains in Ready state. To sign in as a mobile agent, see User—Sign In as a Mobile Agent, on page 30. Note https://<FQDN>/finesse/api/User/<id> URI: https://finesse1.xyz.com/finesse/api/User/1234 Example URI: Users can only act on their own User objects. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <User> <state>LOGIN</state> <extension>1001001</extension> </User> HTTP Request: id (required): The ID of the user state (required): The new state that the user wants to be in (LOGIN) extension (required): The extension with which the user wants to sign in Request Parameters: 202: Success 400: Bad Request (for example, malformed or incomplete request, invalid extension) 400: Parameter Missing 401: Unauthorized (for example, the user is not authenticated in the Web Session) 404: Not Found (for example, the user ID is not known) 503: Service Unavailable (for example, the Notification Service is not running) HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 29 Cisco Finesse Desktop APIs User APIs

<ApiErrors> <ApiError> <ErrorType>User Not Found</ErrorType> <ErrorMessage>UNKNOWN_USER</ErrorMessage> <ErrorData>4023</ErrorData> </ApiError> </ApiErrors> Example Failure Response: User notification Notifications Triggered: Platform-Based API Differences Stand-alone Finesse with Unified CCE: Finesse does not support agent sign-in with an E.164 extension when Finesse is deployed with Unified CCE. However, agents can make calls to and receive calls from E.164 phone numbers. Coresident Finesse with Unified CCX: Finesse supports agent sign-in with an E.164 extension when Finesse is deployed with Unified CCX. The maximum number of characters supported for an E.164 extension is 15 (a single plus sign followed by 14 digits). 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 All Attempt to sign in an agent with a multiline device without the correct Unified CM configuration for maximum calls and busy trigger for these devices. Invalid Device All Attempt to sign in an agent with a device that does not exist. Invalid Device All Attempt to sign in an agent with a device that is offline. Invalid Device All Attempt to sign in an agent with an extension that is not associated with the Unified CCX Resource Manager provider. Invalid Device All Attempt to sign in an agent with a device that is already in use. Device Busy User—Sign In as a Mobile Agent The User—Sign in as a mobile agent API allows a user to sign in to the CTI server as a mobile agent. This API uses the existing User object with a LOGIN state only. The user must be authenticated to use this API successfully. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 30 Cisco Finesse Desktop APIs User—Sign In as a Mobile Agent

If five consecutive sign-ins fail due to an incorrect password, Finesse blocks access to the user account for a period of 5 minutes. Additional configuration is required on Unified CCE and Unified Communications Manager before a mobile agent can sign in. After using this API, you may need to perform additional steps to complete the sign-in. For more information, see the Cisco Unified Contact Center Enterprise Features Guide. Note Cisco Unified Mobile Agent (Unified MA) enables an agent using an PSTN phone and a broadband VPN connection (for agent desktop communications) to function just like a Unified CCE agent. https://<FQDN>/finesse/api/User/<id> URI: https://finesse1.xyz.com/finesse/api/User/1234 Example URI: Users can only act on their own User objects. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <User> <state>LOGIN</state> <extension>1001001</extension> <mobileAgent> <mode>CALL_BY_CALL</mode> <dialNumber>4085551234</dialNumber> </mobileAgent> </User> HTTP Request: id (required): The ID of the user state (required): The new state that the user wants to be in (for this API, the state must be set to LOGIN) extension (required): The extension with which to sign in the user mobileAgent (required): Indicates that the user is a mobile agent mode (required): The connection mode for the call dialNumber (required): The phone number that the system calls to connect with the mobile agent Request Parameters: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 31 Cisco Finesse Desktop APIs User—Sign In as a Mobile Agent

202: Success This response only indicates the successful completion of the request. The request is processed and the actual response is sent as part of a User notification. 400: Invalid Input (for example, the mode provided is invalid) 400: Parameter Missing (for example the mode or dialNumber was not provided) 400: Generic Error 401: Unauthorized (for example, the user is not authenticated in the Web Session) 401: Invalid User Authorization Specified (an authenticated user tried to make a request for another user) 404: User Not Found (for example, the agent is not recognized) HTTP Response: <ApiErrors> <ApiError> <ErrorType>Invalid Authorization User Specified</ErrorType> <ErrorData>4321</ErrorData> <ErrorMessage>The user specified in the authentication credentials and the uri don't match</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: User notification Notifications Triggered: 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 CCE Attempt to sign in an agent as a mobile agent when that agent is not configured as a mobile agent. Mode Not Allowed User—Sign Out of Finesse Desktop This API allows a user to sign out of Cisco Finesse desktop. Administrators can use the CLI utils finesse user_signout_channel to configure the media channels from which the users are signed out. Note https://<FQDN>/finesse/api/User/<id> URI: https://finesse1.xyz.com/finesse/api/User/1234 Example URI: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 32 Cisco Finesse Desktop APIs User—Sign Out of Finesse Desktop

Agents and Supervisors can use this API. Users can only act on their own User objects. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <User> <state>LOGOUT</state> </User> HTTP Request: id (required): The ID of the user state (required): The new state that the user wants to be in (LOGOUT) Request Parameters: 202: Success 400: Bad Request (for example, malformed or incomplete request, invalid extension) 401: Unauthorized (for example, the user is not authenticated in the Web Session) 404: Not Found (for example, the user ID is not known) 503: Service Unavailable (for example, the Notification Service is not running) HTTP Response: <ApiErrors> <ApiError> <ErrorType>Invalid Input</ErrorType> <ErrorData>state</ErrorData> <ErrorMessage>Invalid State specified for user</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: User notification Notifications Triggered: User—Get User The User—Get User API allows a user to get a copy of the User object. For a mobile agent, this operation returns the full User object, including the mobile agent node. Mobile agent information is available to the Cisco Finesse node on which the mobile agent is signed in. However, the other Cisco Finesse node in the cluster does not have the mobile agent information. If the mobile agent signs in to the other node (for example, during a client failover), the mobile agent information is lost and the User object does not return any mobile agent data fields. As a result, the Cisco Finesse desktop inaccurately represents the mobile agent as a regular agent (including all related features). Any other type of CTI failover also results in Cisco Finesse losing the current mobile agent information. However, the Unified Mobile Agent feature behaves as usual whether Cisco Finesse knows that the agent is a mobile agent or not. As a workaround, the mobile agent can sign out and sign back in as a mobile agent. Note Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 33 Cisco Finesse Desktop APIs User—Get User

https://<FQDN>/finesse/api/User/<id> For more information on supported characters, see the section "Sign In to Cisco Finesse Desktop" in the Cisco Finesse Agent and Supervisor Desktop User Guide. URI: https://finesse1.xyz.com/finesse/api/User/1234 Example URI: Agents can only get their own User object. Administrators can get any User object. To get the User object, a user must be signed in, or provide valid authorization credentials when challenged. Security Constraints: GET HTTP Method: Application/XML Content Type: XML Input/Output Format: — HTTP Request: — Request Parameters: 200: Success 401: Authorization Failure 401: Invalid Authorization User Specified 404: User Not Found 500: Internal Server Error 503: Service Unavailable HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 34 Cisco Finesse Desktop APIs User—Get User

<User> <uri>/finesse/api/User/1234</uri> <roles> <role>Agent</role> <role>Supervisor</role> </roles> <loginId>1234</loginId> <loginName>csmith</loginName> <state>NOT_READY</state> <stateChangeTime>2012-03-01T17:58:21.234Z</stateChangeTime> <pendingState></pendingState> <reasonCodeId>16</reasonCodeId> <ReasonCode> <category>NOT_READY</category> <uri>/finesse/api/ReasonCode/16</uri> <code>10</code> <label>Team Meeting</label> <forAll>true</forAll> <id16</id> </ReasonCode> <settings> <wrapUpOnIncoming>OPTIONAL</wrapUpOnIncoming> <wrapUpOnOutgoing>REQUIRED</wrapUpOnOutgoing> </settings> <extension>1001001</extension> <mobileAgent> <mode>CALL_BY_CALL</mode> <dialNumber>4085551234</dialNumber> </mobileAgent> <firstName>Chris</firstName> <lastName>Smith</lastName> <teamId>500</teamId> <teamName>Sales</teamName> <skillTargetId>6067</skillTargetId> <dialogs>/finesse/api/User/1234/Dialogs</dialogs> <teams> <Team> <uri>/finesse/api/Team/2001</uri> <id>2001</id> <name>First Line Support</name> </Team> <Team> <uri>/finesse/api/Team/2002</uri> <id>2002</id> <name>Second Line Support</name> </Team> <Team> <uri>/finesse/api/Team/2003</uri> <id>2003</id> <name>Third Line Support</name> </Team> ... other teams ... </teams> </User> Example Response: <User> ... Full User Object ... <mobileAgent> <mode>CALL_BY_CALL</mode> <dialNumber>4085551234</dialNumber> </mobileAgent> </User> Example Response (Mobile Agent): Mobile agent only applies to Unified CCE deployments). Note Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 35 Cisco Finesse Desktop APIs User—Get User

<ApiErrors> <ApiError> <ErrorType>User Not Found</ErrorType> <ErrorMessage>UNKNOWN_USER</ErrorMessage> <ErrorData>4023</ErrorData> </ApiError> </ApiErrors> Example Failure Response: User—Get User Id from loginName The User—Get User Id from loginName API accepts the loginName in the URI and authentication for both SSO and non-SSO deployments. This API is only supported for Unified CCE deployments. In Unified CCE, an agent is assigned with an AgentID (peripheral number) and a Login name, but they are different from one another. Use the User—Get User Id from loginName API to retrieve the agent's peripheral ID from the LoginName. Clients in Unified CCE SSO deployments can use the User—Get API request to retrieve the peripheralID using the username obtained from the Cisco Identity Service (IdS) token. The userName has to be URL encoded with UTF-8. For Unified CCE: https://<FQDN>/finesse/api/User/<loginName> For more information on supported characters, see the section "Sign In to Cisco Finesse Desktop" in the Cisco Finesse Agent and Supervisor Desktop User Guide. URI: https://finesse1.xyz.com/finesse/api/User/csmith Example URI: Agents can only get their own User object. Administrators can get any User object. To get the User object, a user must be signed in, or provide valid authorization credentials when challenged. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: — Request Parameters: 200: Success 401: Authorization Failure 401: Invalid Authorization User Specified 404: User Not Found 500: Internal Server Error 503: Service Unavailable HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 36 Cisco Finesse Desktop APIs User—Get User Id from loginName

<User> <uri>/finesse/api/User/1234</uri> <roles> <role>Agent</role> <role>Supervisor</role> </roles> <loginId>1234</loginId> <loginName>csmith</loginName> <state>NOT_READY</state> <stateChangeTime>2012-03-01T17:58:21.234Z</stateChangeTime> <pendingState></pendingState> <reasonCodeId>16</reasonCodeId> <ReasonCode> <category>NOT_READY</category> <uri>/finesse/api/ReasonCode/16</uri> <code>10</code> <label>Team Meeting</label> <forAll>true</forAll> <id16</id> </ReasonCode> <settings> <wrapUpOnIncoming>OPTIONAL</wrapUpOnIncoming> <wrapUpOnOutgoing>REQUIRED</wrapUpOnOutgoing> </settings> <extension>1001001</extension> <mobileAgent> <mode>CALL_BY_CALL</mode> <dialNumber>4085551234</dialNumber> </mobileAgent> <firstName>Chris</firstName> <lastName>Smith</lastName> <teamId>500</teamId> <teamName>Sales</teamName> <dialogs>/finesse/api/User/1234/Dialogs</dialogs> <teams> <Team> <uri>/finesse/api/Team/2001</uri> <id>2001</id> <name>First Line Support</name> </Team> <Team> <uri>/finesse/api/Team/2002</uri> <id>2002</id> <name>Second Line Support</name> </Team> <Team> <uri>/finesse/api/Team/2003</uri> <id>2003</id> <name>Third Line Support</name> </Team> ... other teams ... </teams> </User> Example Response: <ApiErrors> <ApiError> <ErrorType>User Not Found</ErrorType> <ErrorMessage>UNKNOWN_USER</ErrorMessage> <ErrorData>4023</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 37 Cisco Finesse Desktop APIs User—Get User Id from loginName

User—Get List This API allows an administrator to get a list of users. https://<FQDN>/finesse/api/Users URI: https://finesse1.xyz.com/finesse/api/Users Example URI: Only administrators can get a list of users. To get a list of users, the administrator must be signed in or provide valid authorization credentials when challenged. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Authorization Failure 500: Internal Server Error 503: Service Unavailable HTTP Response: <Users> <User> ... Full User Object ... </User> <User> ... Full User Object ... </User> <User> ... Full User Object ... </User> <User> ... Full User Object ... </User> <User> ... Full User Object ... </User> ... Additional Users... </Users> Example Response: <ApiErrors> <ApiError> <ErrorType>Unauthorized</ErrorType> <ErrorMessage>The user is not authorized to perform this operation</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: User—Get List of Dialogs (Voice Only by Default) This API allows an agent or administrator to get a list of dialogs associated with a particular user. By default, this API returns voice dialogs only. You can use the query parameters to include nonvoice dialogs. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 38 Cisco Finesse Desktop APIs User—Get List

The URI for this API contains two query parameters: • type: (optional) Set the type to return voice or nonvoice dialogs for a user. You can include both types to return all dialogs for a user (type=voice&type=non-voice). If you do not include the type query parameter, only voice dialogs are returned. • media: (optional) Use this parameter to filter nonvoice dialog results by a specific media id. This parameter is only applicable when the "type=non-voice" query parameter is used. https://<FQDN>/finesse/api/User/<id>/Dialogs?type={voice|non-voice}&media={id} URI: https://finesse1.xyz.com/finesse/api/User/1234/Dialogs Example URI: Agents can only get a list of their own dialogs, supervisors can get a list of dialogs associated to the agents in their teams, and administrators can get a list of dialogs associated with any user. To get a list of dialogs, a user must be signed in or provide valid authorization credentials when challenged. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Authorization Failure 500: Internal Server Error 503: Service Unavailable HTTP Response: <Dialogs> <Dialog> ... Full Dialog Object ... </Dialog> <Dialog> ... Full Dialog Object ... </Dialog> <Dialog> ... Full Dialog Object ... </Dialog> <Dialog> ... Full Dialog Object ... </Dialog> <Dialog> ... Full Dialog Object ... </Dialog> ... Additional Dialogs... </Dialogs> Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 39 Cisco Finesse Desktop APIs User—Get List of Dialogs (Voice Only by Default)

<ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: User—Get List of Dialogs (Nonvoice Only) This API allows an agent or administrator to get a list of nonvoice dialogs associated with a particular user for a specific Media Routing Domain (MRD). https://<FQDN>/finesse/api/User/<id>/Media/<mrdId>/Dialogs URI: https://finesse1.xyz.com/finesse/api/User/1234/Media/5001/Dialogs Example URI: Agents can only get a list of their own dialogs. Administrators can get a list of dialogs associated with any user. To get a list of dialogs, a user must be signed in or provide valid authorization credentials when challenged. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Authorization Failure 500: Internal Server Error 503: Service Unavailable HTTP Response: <Dialogs> <Dialog> ... Full Dialog Object ... </Dialog> <Dialog> ... Full Dialog Object ... </Dialog> <Dialog> ... Full Dialog Object ... </Dialog> <Dialog> ... Full Dialog Object ... </Dialog> <Dialog> ... Full Dialog Object ... </Dialog> ... Additional Dialogs... </Dialogs> Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 40 Cisco Finesse Desktop APIs User—Get List of Dialogs (Nonvoice Only)

<ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: User—Get List of Reservation Dialogs This API allows an agent or administrator to get a list of reservation dialogs and is applicable for progressive and predictive outbound reservation calls. https://<FQDN>/finesse/api/User/<id>/ReservationDialogs URI: https://finesse1.xyz.com/finesse/api/User/1234/ReservationDialogs Example URI: Agents can get a list of their outbound reservation dialogs. Administrators can get a list of outbound reservation dialogs for all the users. To get a list of outbound reservation dialogs, a user must be signed in or must have the valid authorization credentials. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Invalid Authorization 500: Internal Server Error 503: Service Unavailable HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: User—Change Agent State This API allows a user to change the state of an agent on the CTI server. Agents can change their own states If the request to change an agent's state is successful, the response is sent as part of a User notification. The following figure illustrates the supported state transitions by Unified CCE agents. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 41 Cisco Finesse Desktop APIs User—Get List of Reservation Dialogs

The following diagram contains only logical state transitions. Because the underlying system determines the state, an agent can transition from any state to any state, especially under failover conditions. The diagram describes the typical state changes that occur in the system. Note Figure 10: Supported State Transitions by Agent (Unified CCE) In the preceding diagram, RESERVED_OUTBOUND can represent RESERVED_OUTBOUND or RESERVED_OUTBOUND_PREVIEW state. Note The following table describes supported agent state transitions for Unified CCE. Description To From If the agent state is unknown, the state is UNKNOWN. This scenario is unlikely. UNKNOWN * To sign in to Finesse, the agent sets the state to LOGIN. LOGIN is a transient state and transitions to NOT_READY. LOGIN LOGOUT Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 42 Cisco Finesse Desktop APIs User—Change Agent State

Description To From After a successful LOGIN, the agent transitions to NOT_READY. NOT_READY LOGIN To sign out of Finesse, the agent sets the state to LOGOUT. An agent can set the state to LOGOUT only if that agent is in NOT_READY state. LOGOUT NOT_READY To change their Not Ready reason code, agents can set a NOT_READY state from NOT_READY. NOT_READY NOT_READY To become available for incoming or Outbound Option calls, agents set their state to READY. READY NOT_READY An agent who places a call while in NOT_READY state transitions to TALKING. TALKING NOT_READY An incoming call arrives at an agent. RESERVED READY An outbound agent becomes reserved to handle an Outbound Option Progressive or Predictive call. RESERVED _OUTBOUND READY An outbound agent becomes reserved to handle an Outbound Option Preview call. RESERVED_OUTBOUND _PREVIEW READY Agents can change to NOT_READY to make themselves unavailable for incoming calls. NOT_READY READY An agent can become RESERVED but never take a call. READY RESERVED When an agent answers an incoming call, the agent transitions to TALKING. TALKING RESERVED An agent can change to READY state to leave RESERVED_OUTBOUND. If the system deems it necessary, that agent may transition back to RESERVED_OUTBOUND. READY RESERVED _OUTBOUND An agent can change to NOT_READY state to leave RESERVED_OUTBOUND. NOT_READY RESERVED _OUTBOUND An agent transitions to TALKING when an Outbound Option call arrives at the agent. TALKING RESERVED _OUTBOUND An agent transitions to READY if the agent was in READY state before being reserved in an Outbound Option Preview campaign. READY RESERVED_OUTBOUND _PREVIEW Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 43 Cisco Finesse Desktop APIs User—Change Agent State

Description To From An agent transitions to NOT_READY if that agent changes state to NOT_READY while reserved in an Outbound Option Preview campaign. This state change is a pending state change. The agent does not transition to NOT_READY until the call is complete or the Outbound Option Preview reservation is closed or rejected. NOT_READY RESERVED_OUTBOUND _PREVIEW An agent transitions to TALKING when an Outbound Option call arrives at the agent. TALKING RESERVED_OUTBOUND _PREVIEW If an agent is on a call that is dropped, the agent transitions to READY (if the agent was in READY state before the call). READY TALKING If an agent is on a call that is dropped, the agent transitions to NOT_READY if that agent was in NOT_READY state before the call. NOT_READY TALKING If wrap-up is enabled, and the agent chooses NOT_READY while on a call, that agent enters WORK state after the call is dropped. WORK TALKING If wrap-up is enabled, an agent enters WORK_READY state after a call is dropped. WORK_READY TALKING An agent puts a call on hold and transitions to HOLD state. HOLD TALKING If an agent is connected to a held call and the call is dropped, the agent transitions to READY state (if the agent was in READY state before the call). READY HOLD If an agent is connected to a held call and the call is dropped, the agent transitions to NOT_READY state (if the agent was in NOT_READY state before the call). NOT_READY HOLD If wrap-up is enabled and an agent is connected to a held call that is dropped, the agent transitions to WORK state if the agent chose to go NOT_READY during the call. WORK HOLD If wrap-up is enabled and an agent is connected to a held call that is dropped, the agent transitions to WORK_READY state. WORK_READY HOLD When an agent retrieves a held call, the agent transitions to TALKING state. TALKING HOLD To leave WORK state, agents can set their state to READY. READY WORK Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 44 Cisco Finesse Desktop APIs User—Change Agent State

Description To From To leave WORK state, agents can set their state to NOT_READY. Agents automatically transition to NOT_READY after the wrap-up timer expires. NOT_READY WORK To leave WORK_READY state, agents can set their state to READY. Agents automatically transition to READY after the wrap-up timer expires. READY WORK_READY To leave WORK_READY state, agents can set their state to NOT_READY. NOT_READY WORK_READY The following table describes supported agent state transitions for Unified CCX. Description To From After a successful LOGIN, the agent transitions to NOT_READY. NOT_READY LOGIN To sign out of Finesse, the agent sets the state to LOGOUT. LOGOUT NOT_READY To change their Not Ready reason code, agents can set a NOT_READY state from NOT_READY. NOT_READY NOT_READY To become available for incoming calls, agents set their state to READY. READY NOT_READY Agents can change their state to NOT_READY to make themselves unavailable for incoming calls. NOT_READY READY To sign out of Finesse, agents set their state to LOGOUT. LOGOUT READY An outbound agent becomes reserved to handle an Outbound Option Direct Preview call. RESERVED_ OUTBOUND_ PREVIEW READY An outbound agent accepts a direct preview call and the call is active. TALKING RESERVED_ OUTBOUND_ PREVIEW Users can set the following states with this API: • READY • NOT_READY • LOGOUT The LOGIN state is a transitive state. That is, when set, LOGIN triggers a change that results in a new state. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 45 Cisco Finesse Desktop APIs User—Change Agent State

Users can be in the following states while on a call. However, users cannot place themselves in these states. For example, agents cannot change their state to TALKING. Agents enter TALKING state when they answer a call. • RESERVED • RESERVED_OUTBOUND • RESERVED_OUTBOUND_PREVIEW • TALKING • HOLD • WORK • WORK_READY RESERVED_OUTBOUND user state: Users who belong to Outbound Option skill groups transition from READY state to RESERVED_OUTBOUND state when those users are reserved for Progressive or Predictive Outbound Option calls. In a Unified CCE deployment, users can change their state to READY or NOT_READY to exit this state. If not ready reason codes are configured, users must specify a reason code to transition to NOT_READY state. If the user does nothing and then the call is transferred to the user, the user transitions to TALKING state. If the call is not transferred to the user, the user transitions back to READY state. In a Unified CCX deployment, users cannot change their state to exit RESERVED_OUTBOUND state. If auto-answer for the predictive or progressive call is not enabled and the agent does not answer the call, the agent transitions to NOT_READY state. If the call does not reach a voice contact or if the reservation timer on Unified CCX expires, the agent transitions to READY state. RESERVED_OUTBOUND_PREVIEW user state: Users who belong to Outbound Option skill groups transition from READY state to RESERVED_OUTBOUND_PREVIEW state when they are reserved for Outbound Option Preview or Direct Preview calls. Users cannot set their state to RESERVED_OUTBOUND_PREVIEW. In a Unified CCE deployment, users can click Close or Reject on the Outbound Option dialog. Changing the user's state to READY or NOT_READY does not generate a state change notification but does affect the user state when the call is complete. For example, if the user selects NOT_READY state while in RESERVED_OUTBOUND_PREVIEW state, the user transitions to NOT_READY state after clicking Close or Reject. In a Unified CCX deployment, users cannot change their state directly when in RESERVED_OUTBOUND_PREVIEW state. The state can only be changed by issuing a Dialog Accept, Close, or Reject request or when the reservation call times out. WORK and WORK_READY user states: A user is in WORK or WORK_READY state during wrap-up. A user is placed in WORK state when the user is set to transition to NOT_READY state when wrap-up ends. A user is in WORK_READY state when the user is set to transition to READY state when wrap-up ends. A user transitions to WORK state for the following reasons: • The user was in NOT_READY state before taking a call. • The user set a state of NOT_READY while in TALKING state. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 46 Cisco Finesse Desktop APIs User—Change Agent State

When the wrap-up timer expires, the user transitions to NOT_READY state. WORK_READY state applies only to Unified CCE deployments. A user transitions to WORK_READY state for the following reasons: • The user was in READY state before taking a call. • The user set a state of READY while in TALKING state. When the wrap-up timer expires, the user transitions to READY state. The following statements apply to a supervisor using this API to change the state of an agent or other supervisor: • A supervisor can only change the state of a user who is assigned to that supervisor's team. • A supervisor can only set the state of another user to NOT_READY, READY, or LOGOUT. • A supervisor can set the state of a user to LOGOUT only if that user is in READY, NOT_READY, RESERVED, RESERVED_OUTBOUND, RESERVED_OUTBOUND_PREVIEW, TALKING, HOLD, WORK, or WORK_READY state. • A supervisor can set the state of a user to NOT_READY only if that user is in READY, WORK, or WORK_READY state. • When a supervisor uses this API to set the state of a user to NOT_READY, a reason code must not be used. If a reason code is provided, Finesse rejects it and returns a 400 Invalid Input error. Finesse sends a hard-coded reason code to indicate that the state change was performed by the supervisor. Note https://<FQDN>/finesse/api/User/<id> URI: https://finesse1.xyz.com/finesse/api/User/1234 Example URI: Agents can only act on their own User objects. Supervisors can act on the User objects of agents who belong to their team. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <User> <state>READY</state> </User> HTTP Request: id (required): The ID of the user state (required): The new state the user wants to be in (for example, LOGOUT, READY, NOT_READY) Request Parameters: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 47 Cisco Finesse Desktop APIs User—Change Agent State

200: Success 400: Bad Request 401: Invalid Supervisor 401: Unauthorized 404: Not Found 500: Internal Server Error 503: Service Unavailable HTTP Response: <ApiErrors> <ApiError> <ErrorType>Parameter Missing</ErrorType> <ErrorData>state</ErrorData> <ErrorMessage>State Parameter missing</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: User notification Notifications Triggered: Platform-Based API Differences The following table describes API differences between a stand-alone Finesse deployment with Unified CCE and a coresident Finesse deployment with Unified CCX. Response Scenario Stand-alone Finesse with Unified CCE: <data> <apiErrors> <apiError> <errorData>257</errorData> <errorMessage>CF_INVALID_PASSWORD_SPECIFIED</errorMessage> <errorType>Invalid State</errorType> </apiError> </apiErrors> </data> Coresident Finesse with Unified CCX: <data> <apiErrors> <apiError> <errorData>1010</errorData> <errorMessage>CF_INVALID_PARAMETER</errorMessage> <errorType>Invalid State</errorType> </apiError> </apiErrors> </data> Change from LOGOUT to NOT_READY. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 48 Cisco Finesse Desktop APIs User—Change Agent State

Response Scenario Stand-alone Finesse with Unified CCE: Finesse sends a User notification with state=TALKING. Coresident Finesse with Unified CCX: Finesse does not send a User notification. The agent remains in NOT_READY state. Agent receives and answers a non-ICD call. Stand-alone Finesse with Unified CCE: Finesse sends a User notification with state=HOLD. Coresident Finesse with Unified CCX: Finesse does not send a User notification. The agent remains in TALKING state. Agent puts an ICD call on hold. Stand-alone Finesse with Unified CCE: Agent transitions to READY state after the call ends. Coresident Finesse with Unified CCX: Unified CCX does not allow an agent to set a pending state of READY while that agent is talking on an ICD call. <data> <apiErrors> <apiError> <errorData>265</errorData> <errorMessage>CF_INVALID_AGENT_WORKMODE</errorMessage> <errorType>Invalid State</errorType> </apiError> </apiErrors> </data> While talking on an ICD call, the agent sets a pending state of READY. Stand-alone Finesse with Unified CCE: Agent transitions to READY state after the call ends. Coresident Finesse with Unified CCX: Unified CCX does not allow an agent to set a pending state of READY while that agent is talking on a non-ICD call. <data> <apiErrors> <apiError> <errorData>33</errorData> <errorMessage>CF_RESOURCE_BUSY</errorMessage> <errorType>Invalid State</errorType> </apiError> </apiErrors> </data> While talking on a non-ICD call (agent state can be TALKING in Unified CCE or NOT_READY in Unified CCX), the agent sets a pending state of READY. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 49 Cisco Finesse Desktop APIs User—Change Agent State

Response Scenario Stand-alone Finesse with Unified CCE: Agent transitions to NOT_READY state with reason code 2 after the call ends. Coresident Finesse with Unified CCX: Unified CCX allows an agent to set a pending state of NOT_READY only once during a call. Unified CCX does not allow an agent to change from one Not Ready reason code to another. <data> <apiErrors> <apiError> <errorData>265</errorData> <errorMessage>CF_INVALID_AGENT_WORKMODE</errorMessage> <errorType>Invalid State</errorType> </apiError> </apiErrors> </data> While talking on an ICD call, the agent attempts to change from a pending state of NOT_READY with reason code 1 to a pending state of NOT_READY with reason code 2. Stand-alone Finesse with Unified CCE: Finesse sends a hard-coded reason code of 999 to indicate the forced state change. Coresident Finesse with Unified CCX: Finesse sends a hard-coded reason code of 33 to indicate the forced state change. A supervisor changes the state of an agent on that supervisor's team to NOT_READY. 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 All Invalid state transition requested. For example, attempt to set Wrap-Up state on an agent that is not allowed to go to Wrap-Up, or attempt to change an agent's state from READY state to Wrap-up or WORK state. Invalid State Unified CCX Attempt to change an agent's state from RESERVED_OUTBOUND to any other state. Internal Server Error User—Agent State Change With Reason Code This API allows a user to change the agent state in the CTI server and pass along the code value of a corresponding reason code. Users can use this API only when changing state to NOT_READY or LOGOUT. https://<FQDN>/finesse/api/User/<id> URI: https://finesse1.xyz.com/finesse/api/User/1234 Example URI: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 50 Cisco Finesse Desktop APIs User—Agent State Change With Reason Code

Users can only act on their own User objects. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <User> <state>NOT_READY</state> <reasonCodeId>1001</reasonCodeId> </User> HTTP Request: id (required): The ID of the user reasonCodeID (required if reason codes are configured for the given state): The database ID for the reason code state (required): The new state the user wants to be in (NOT_READY, LOGOUT) Request Parameters: 202: Successfully Accepted 400: Parameter Missing 400: Invalid Input 400: Invalid State 401: Authorization Failure (for example, the user is not authenticated in the Web Session) 401: Invalid Authorization Specified (for example, the authenticated user tried to make a request for another user) HTTP Response: <ApiErrors> <ApiError> <ErrorType>Parameter Missing</ErrorType> <ErrorData>state</ErrorData> <ErrorMessage>State Parameter missing</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: User notification Notifications Triggered: User—Get Reason Code This API allows an agent or supervisor to get an individual Not Ready or Sign Out reason code, which is already defined and stored in the Finesse database (and that is applicable to the agent or supervisor). Users can select the reason code to display on their desktops when they change their state to NOT_READY or LOGOUT. For more information about the ReasonCode object, see section on ReasonCode. https://<FQDN>/finesse/api/User/<id>/ReasonCode/<reasonCodeId> URI: https://finesse1.xyz.com/finesse/api/User/1234/ReasonCode/12 Example URI: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 51 Cisco Finesse Desktop APIs User—Get Reason Code

Administrators, agents, and supervisors can use this API. To get a reason code, a user must be signed in or provide valid authorization credentials when challenged. The reason code must be global (forAll parameter set to true) or be assigned to a team to which the user belongs. Only an administrator can get another user's reason codes. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 400: Finesse API Error (for example, the object does not exist, the object is stale, or violation of DB constraint) 401: Authorization Failure 401: Invalid Authorization User Specified 404: Not Found (for example, the reason code does not exist or has been deleted) 500: Internal Server Error HTTP Response: <ReasonCode> <uri>finesse/api/ReasonCode/1</uri> <category>NOT_READY</category> <code>12</code> <label>Lunch</label> <forAll>true</forAll> </ReasonCode> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>1234</ErrorData> </ApiError> </ApiErrors> Example Failure Response: User—Get Reason Code List This API allows an agent or supervisor to get a list of Not Ready or Sign Out reason codes (that are applicable to that agent or supervisor), which are defined and stored in the Finesse database. Users can assign one of the reason codes on the desktop when they change their state to NOT_READY or LOGOUT. Cisco Finesse Release 12.5(1) onward, this API is deprecated. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 52 Cisco Finesse Desktop APIs User—Get Reason Code List

The ReasonCode list can be empty (for example, if no reason codes for the specified category exist in the Finesse configuration database). Reason codes that have the forAll parameter set to true apply to any user. The category parameter is required when making a request to get a list of reason codes. For information about the ReasonCode object, see section on ReasonCode. Note https://<FQDN>/finesse/api/User/<id>/ReasonCodes?category=NOT_READY|LOGOUT URI: https://finesse1.xyz.com/finesse/api/User/1234/ReasonCodes?category=NOT_READY Example URI: Administrators, agents and supervisors can use this API. To get a list of reason codes, a user must be signed in or provide valid authorization credentials when challenged. Only an administrator can get another user's list of reason codes. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 400: Finesse API Error (for example, the object does not exist, the object is stale, or violation of DB constraint) 401: Authorization Failure 401: Invalid Authorization User Specified 404: Not Found 500: Internal Server Error HTTP Response: <ReasonCodes category="NOT_READY"> <ReasonCode> <uri>/finesse/api/ReasonCode/1</uri> <category>NOT_READY</category> <code>12</code> <label>Lunch</label> <forAll>true</forAll> </ReasonCode> <ReasonCode> ...Full ReasonCode Object... </ReasonCode> <ReasonCode> ...Full ReasonCode Object... </ReasonCode> </ReasonCodes> Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 53 Cisco Finesse Desktop APIs User—Get Reason Code List

<ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>1234</ErrorData> </ApiError> </ApiErrors> Example Failure Response: User—Get Wrap-Up Reason This API allows a user to get a WrapUpReason object. For more information about the WrapUpReason object, see WrapUpReason, on page 244. https://<FQDN>/finesse/api/User/<id>/WrapUpReason/<wrapUpReasonId> URI: https://finesse1.xyz.com/finesse/api/User/1234/WrapUpReason/1001 Example URI: Administrators, agents, and supervisors can use this API. To get a wrap-up reason, a user must be signed in, or provide valid authorization credentials when challenged. Only an administrator can get another user's wrap-up reasons. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request (the request body is invalid) 400: Finesse API Error (for example, the object does not exist, the object is stale, or violation of DB constraint) 401: Authorization Failure 401: Invalid Authorization User Specified 404: Not Found (for example, the wrap-up reason does not exist or has been deleted) 500: Internal Server Error HTTP Response: <WrapUpReason> <uri>finesse/api/User/1234/WrapUpReason/205</uri> <label>Product Question</label> <forAll>true</forAll> </WrapUpReason> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>1234</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 54 Cisco Finesse Desktop APIs User—Get Wrap-Up Reason

User—Get Wrap-Up Reason List This API allows a user to get a list of all wrap-up reasons applicable for that user. Cisco Finesse Release 12.5(1) onward, this API is deprecated. For more information about the WrapUpReason object, see WrapUpReason, on page 244. https://<FQDN>/finesse/api/User/<id>/WrapUpReasons URI: https://finesse1.xyz.com/finesse/api/User/1234/WrapUpReasons Example URI: Administrators, agents, and supervisors can use this API. To get a list of wrap-up reasons, a user must be signed in or provide valid authorization credentials when challenged. Only an administrator can get another user's list of wrap-up reasons. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Finesse API Error (for example, the object does not exist, the object is stale, or violation of DB constraint) 401: Authorization Failure 401: Invalid Authorization User Specified 404: User Not Found 500: Internal Server Error HTTP Response: <WrapUpReasons> <WrapUpReason> <label>Successful tech support call</label> <forAll>true</forAll> <uri>/finesse/api/User/1234/WrapUpReason/12</uri> </WrapUpReason> ... more wrap-up reasons ... </WrapUpReasons> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>1234</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 55 Cisco Finesse Desktop APIs User—Get Wrap-Up Reason List

User—Get Default Media Properties Layout This API allows a user to get a copy of the default MediaPropertiesLayout object. The MediaPropertiesLayout object determines how call variables and ECC variables appear on the Finesse desktop. https://<FQDN>/finesse/api/User/<id>/MediaPropertiesLayout URI: https://finesse1.xyz.com/finesse/api/User/1234/MediaPropertiesLayout Example URI: Agents and supervisors can use this API. To get the default MediaPropertiesLayout object, a user must be signed in or provide valid authorization credentials when challenged. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Authorization Failure 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 56 Cisco Finesse Desktop APIs User—Get Default Media Properties Layout

Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 57 Cisco Finesse Desktop APIs User—Get Default Media Properties Layout

<MediaPropertiesLayout> <header> <entry> <displayName>Call Variable 1</displayName> <mediaProperty>callVariable1</mediaProperty> </entry> </header> <column> <entry> <displayName>BA AccountNumber</displayName> <mediaProperty>BAAccountNumber</mediaProperty> </entry> <entry> <displayName>BA Campaign</displayName> <mediaProperty>BACampaign</mediaProperty> </entry> <entry> <displayName>Call Variable 1</displayName> <mediaProperty>callVariable1</mediaProperty> </entry> <entry> <displayName>Call Variable 2</displayName> <mediaProperty>callVariable2</mediaProperty> </entry> <entry> <displayName>Call Variable 3</displayName> <mediaProperty>callVariable3</mediaProperty> </entry> <entry> <displayName>Call Variable 4</displayName> <mediaProperty>callVariable4</mediaProperty> </entry> <entry> <displayName>Call Variable 5</displayName> <mediaProperty>callVariable5</mediaProperty> </entry> </column> <column> <entry> <displayName>BA Status</displayName> <mediaProperty>BAStatus</mediaProperty> </entry> <entry> <displayName>BA Response</displayName> <mediaProperty>BAResponse</mediaProperty> </entry> <entry> <displayName>Call Variable 6</displayName> <mediaProperty>callVariable6</mediaProperty> </entry> <entry> <displayName>Call Variable 7</displayName> <mediaProperty>callVariable7</mediaProperty> </entry> <entry> <displayName>Call Variable 8</displayName> <mediaProperty>callVariable8</mediaProperty> </entry> <entry> <displayName>Call Variable 9</displayName> <mediaProperty>callVariable9</mediaProperty> </entry> <entry> <displayName>Call Variable 10</displayName> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 58 Cisco Finesse Desktop APIs User—Get Default Media Properties Layout

<mediaProperty>callVariable10</mediaProperty> </entry> </column> <uri>/finesse/api/MediaPropertiesLayout/1</uri> <name>Default Layout</name> <description>Layout used when no other layout matches the user layout Custom/ECC Variable</description> <type>DEFAULT</type> </MediaPropertiesLayout> <MediaPropertiesLayout> <header> <entry> <displayName>Call Variable 1</displayName> <mediaProperty>callVariable1</mediaProperty> </entry> </header> <column> <entry> <displayName>BA AccountNumber</displayName> <mediaProperty>BAAccountNumber</mediaProperty> </entry> <entry> <displayName>BA Campaign</displayName> <mediaProperty>BACampaign</mediaProperty> </entry> <entry> <displayName>Call Variable 1</displayName> <mediaProperty>callVariable1</mediaProperty> </entry> <entry> <displayName>Call Variable 2</displayName> <mediaProperty>callVariable2</mediaProperty> </entry> <entry> <displayName>Call Variable 3</displayName> <mediaProperty>callVariable3</mediaProperty> </entry> <entry> <displayName>Call Variable 4</displayName> <mediaProperty>callVariable4</mediaProperty> </entry> <entry> <displayName>Call Variable 5</displayName> <mediaProperty>callVariable5</mediaProperty> </entry> </column> <column> <entry> <displayName>BA Status</displayName> <mediaProperty>BAStatus</mediaProperty> </entry> <entry> <displayName>BA Response</displayName> <mediaProperty>BAResponse</mediaProperty> </entry> <entry> <displayName>Call Variable 6</displayName> <mediaProperty>callVariable6</mediaProperty> </entry> <entry> <displayName>Call Variable 7</displayName> <mediaProperty>callVariable7</mediaProperty> </entry> <entry> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 59 Cisco Finesse Desktop APIs User—Get Default Media Properties Layout

<displayName>Call Variable 8</displayName> <mediaProperty>callVariable8</mediaProperty> </entry> <entry> <displayName>Call Variable 9</displayName> <mediaProperty>callVariable9</mediaProperty> </entry> <entry> <displayName>Call Variable 10</displayName> <mediaProperty>callVariable10</mediaProperty> </entry> </column> <uri>/finesse/api/MediaPropertiesLayout/1</uri> <name>Default Layout</name> <description>Layout used when no other layout matches the user layout Custom/ECC Variable</description> <type>DEFAULT</type> </MediaPropertiesLayout> <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>1234</ErrorData> </ApiError> </ApiErrors> Example Failure Response: User—Get Media Properties Layout List This API allows a user to get a list of all media properties layouts configured on the system, including the default media properties layout. Cisco Finesse Release 12.5(1) onward, this API is deprecated. https://<FQDN>/finesse/api/User/<UserId>/MediaPropertiesLayouts URI: https://finesse1.xyz.com/finesse/api/User/<UserId>/MediaPropertiesLayouts Example URI: Agents and supervisors can use this API. Any user can get a list of media properties layouts if they are signed in or they provide valid authorization credentials when challenged. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 60 Cisco Finesse Desktop APIs User—Get Media Properties Layout List

200: Success 400: Bad Request 400: Finesse API error (for example, the object does not exist, the object is stale, or violation of DB constraint) 401: Authorization Failure 401: Invalid Authorization User Specified 500: Internal Server Error HTTP Response: <MediaPropertiesLayouts> <MediaPropertiesLayout> ... Full MediaPropertiesLayout Object ... </MediaPropertiesLayout> <MediaPropertiesLayout> ... Full MediaPropertiesLayout Object ... </MediaPropertiesLayout> <MediaPropertiesLayout> ... Full MediaPropertiesLayout Object ... </MediaPropertiesLayout> </MediaPropertiesLayouts> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>1234</ErrorData> </ApiError> </ApiErrors> Example Failure Response: User—Get List of Phone Books This API allows a user to get a list of phone books and the first list of associated contacts for that user, based on the defined range (1 to 6000). Contacts are retrieved from the global phone books first, followed by the team phone books, up to the maximum limit of 6000. Cisco Finesse Release 12.5(1) onward, this API is deprecated. For more information about the PhoneBook object, see PhoneBook, on page 271. https://<FQDN>/finesse/api/User/<id>/PhoneBooks URI: https://finesse1.xyz.com/finesse/api/User/1234/PhoneBooks Example URI: Agents and supervisors can use this API. Any user can get a list of their own phone books if they are signed in or they provide valid authorization credentials when challenged. Security Constraints: "Range: objects=1-6000" The range of contacts to retrieve. Additional Headers: GET HTTP Method: — Content Type: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 61 Cisco Finesse Desktop APIs User—Get List of Phone Books

XML Input/Output Format: — HTTP Request: 200: Success 206: Partial Content 400: Bad Request (the request body is invalid) 400: Finesse API Error (for example, the object does not exist or the object is stale) 401: Authorization Failure 404: User Not Found 416: Invalid Range Specified. Range must be 1– 6000 objects 500: Internal Server Error HTTP Response: <PhoneBooks> <PhoneBook> <name>PhoneBook1</name> <type>GLOBAL</type> <Contacts> <Contact> ...Full Contact Object... </Contact> ...Full Contact Object... </Contact> </Contacts> </PhoneBook> <PhoneBook> <name>PhoneBook2</name> <type>TEAM</type> <Contacts> <Contact> ...Full Contact Object... </Contact> <Contact> ...Full Contact Object... </Contact> </Contacts> </PhoneBook> </PhoneBooks> Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 62 Cisco Finesse Desktop APIs User—Get List of Phone Books

Example <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>1234</ErrorData> </ApiError> </ApiErrors> Example <ApiErrors> <ApiError> <ErrorType>Invalid Input</ErrorType> <ErrorData></ErrorData> <ErrorMessage>Invalid range header format. Format: objects=1-6000</ErrorMessage> </ApiError> </ApiErrors>> Example <ApiErrors> <ApiError> <ErrorType>Invalid Input</ErrorType> <ErrorData></ErrorData> <ErrorMessage>Maximum number of contacts cannot exceed 6000</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: User—Get List of Workflows This API allows a user to get a list of workflows and workflow actions assigned to that user. Cisco Finesse Release 12.5(1) onward, this API is deprecated. For more information about the Workflow object, see Workflow, on page 286. https://<FQDN>/finesse/api/User/<id>/Workflows URI: https://finesse1.xyz.com/finesse/api/User/1234/Workflows Example URI: Any user can get their own workflows if they are signed in or they provide valid authorization credentials when challenged. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 63 Cisco Finesse Desktop APIs User—Get List of Workflows

200: Success 400: Bad Request (the request body is invalid) 400: Finesse API Error (for example, the object is stale or there is a violation of database constraints) 401: Authorization Failure 404: Not Found (the resource is not found) 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 64 Cisco Finesse Desktop APIs User—Get List of Workflows

Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 65 Cisco Finesse Desktop APIs User—Get List of Workflows

<Workflows> <Workflow> <name>google ring pop</name> <description> Pops a Google web page when an agent phone rings</description> <TriggerSet> <type>SYSTEM</type> <name>CALL_ARRIVES</name> <triggers> <Trigger> <Variable> <name>mediaType</name> <node>//Dialog/mediaType</node> <type>CUSTOM</type> </Variable> <comparator>IS_EQUAL</comparator> <value>Voice</value> </Trigger> <Trigger> <Variable> <name>callType</name> <node>//Dialog/mediaProperties/callType</node> <type>CUSTOM</type> </Variable> <comparator>IS_IN_LIST</comparator> <value>ACT_IN,PREROUTE_ACD_IN,PREROUTE_DIRECT_AGENT, TRANSFER,OVERFLOW_IN,OTHER_IN,AGENT_OUT,AGENT_INSIDE, OFFERED,CONSULT,CONSULT_OFFERED,CONSULT_CONFERENCE, CONFERENCE,TASK_ROUTED_BY_ICM,TASK_ROUTED_BY_ APPLICATION</value> </Trigger> <Trigger> <Variable> <name>state</name> <node>//Dialog/participants/Participant/mediaAddress[.=${userExtension}]/../state</node> <type>CUSTOM</type> </Variable> <comparator>IS_IN_LIST</comparator> <value>ALERTING,ACTIVE,HELD</value> </Trigger> <Trigger> <Variable> <name>fromAddress</name> <node>//Dialog/fromAddress</node> <type>CUSTOM</type> </Variable> <comparator>IS_NOT_EQUAL</comparator> <Variable> <name>userExtension</name> <type>SYSTEM</type> </Variable> </Trigger> </triggers> </TriggerSet> <ConditionSet> <applyMethod>ALL</applyMethod> <conditions> <Condition> <Variable> <name>callVariable1</name> <type>SYSTEM</type> </Variable> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 66 Cisco Finesse Desktop APIs User—Get List of Workflows

<comparator>CONTAINS</comparator> <value>1234</value> </Condition> <Condition> <Variable> <name>user.foo.bar[1]</name> <node>//Dialog/mediaProperties/callvariables/CallVariable/name[.="user.foo.bar[1]"]/../value</node> <type>CUSTOM</type> </Variable> <comparator>IS_NOT_EMPTY</comparator> </Condition> </conditions> </ConditionSet> <workflowActions> <WorkflowAction> <name>Google ring pop</name> <type>BROWSER_POP</type> <params> <Param> <name>windowName</name> <value>google</value> </Param> <Param> <name>path</name> <value>http://www.google.com?a=${CallVariable1}&c=cat&${DNIS}&d=${user.foo.bar[1]}</value> </Param> </params> <actionVariables> <ActionVariable> <name>callVariable1</name> <type>SYSTEM</type> <testValue>apple</testValue> </ActionVariable> <ActionVariable> <name>user.foo.bar[1]</name> <node>//Dialog/mediaProperties/callvariables/CallVariable/name[.="user.foo.bar[1]"]/../value</node> <type>CUSTOM</type> <testValue>1234</testValue> </ActionVariable> </actionVariables> </WorkflowAction> <WorkflowAction> <name>My Delay</name> <type>DELAY</type> <params> <Param> <name>time</name> <value>10</value> </Param> </params> </WorkflowAction> </workflowActions> </Workflow> </Workflows> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 67 Cisco Finesse Desktop APIs User—Get List of Workflows

<ApiErrors> <ApiError> <ErrorType>Unauthorized</ErrorType> <ErrorMessage>The user is not authorized to perform this operation</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: User API Parameters Notes Possible Values Description Type Parameter If the user is configured in Unified CCE, size is determined by Unified CCE. If the user is configured in Unified CCX, the size is determined by Unified Communications Manager. — The ID of the user. String id — — The URI to get a new copy of the object. String uri — Agent, Supervisor List of roles for this user. Collection roles — Agent, Supervisor One of the roles assigned to this user. String -->role — — The login ID of the user. String loginId — — The login name of the user. String loginName — LOGOUT, NOT_READY, READY, RESERVED, RESERVED_OUTBOUND, RESERVED_OUTBOUND_ PREVIEW, TALKING, HOLD, WORK, WORK_READY, UNKNOWN The state for this user. String state Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 68 Cisco Finesse Desktop APIs User API Parameters

Notes Possible Values Description Type Parameter This parameter is empty if the time of the state change is not available (if no agent state change notification was received yet). — The time at which the state of the user changed to the current state. The format for this parameter is YYYY-MM-DDThh:MM:ss. SSSZ. String stateChangeTime — — The type of media under which the dialog is classified. String mediaType For Unified CCX deployments, when an agent is in TALKING state and a Finesse failover or reconnect occurs, this parameter is set to LOGOUT. The pendingState parameter indicates that the agent transitions to LOGOUT state when the call ends. LOGOUT The state to which the user will transition next. String pendingState Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 69 Cisco Finesse Desktop APIs User API Parameters

Notes Possible Values Description Type Parameter The value of the reasonCodeId may be -1 in the following cases: • No reason codes are configured for the category. • The agent has just signed in (transitioned from LOGIN to NOT_READY) • A failover occurred. The agent is in NOT_READY state but Finesse could not recover the reasonCode used before failover. If the user has not selected the reason code, this parameter is empty. Otherwise, the value of this parameter is the database ID for the selected reason code. The database ID for the reason code that indicates why the user is in the current state. Integer reasonCodeId — — Information about the reason code currently associated with this user. Collection ReasonCode — NOT_READY,LOGOUT The category of the reason code. String -->category — — The full URI for the reason code. String -->uri — — CTI code associated with this reason code. Integer -->code — — The label associated with this reason code. String -->label — true, false Whether the reason code is global (true) or non-global (false). Boolean -->forAll — true, false The reserved status of the reason code Boolean systemCode — — The ID of the reason code. Integer -->id Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 70 Cisco Finesse Desktop APIs User API Parameters

Notes Possible Values Description Type Parameter The settings parameter is only present for Unified CCE deployments. — The settings for this user. Collection settings This parameter applies only to Unified CCE deployments. REQUIRED, OPTIONAL, NOT_ALLOWED, REQUIRED_WITH_ WRAP_UP_DATA Indicates whether this user required or allowed to enter wrap-up data on an incoming call. String -->wrapUpOn Incoming This parameter applies only to Unified CCE deployments. REQUIRED, OPTIONAL, NOT_ALLOWED Indicates whether this user required or allowed to enter wrap-up data on an outgoing call. String -->wrapUpOn Outgoing The extension must exist in Unified Communications Manager. If the user is configured in Unified CCE, size is determined by Unified Communications Manager. If the user is configured in Unified CCX, the size is determined by Unified CCX. — The extension that this user is currently using. String extension This parameter is returned for mobile agents only. Finesse supports mobile agents only in Unified CCE deployments. — Indicates that the user is a mobile agent. Collection mobileAgent This parameter is returned for mobile agents only. Finesse supports mobile agents only in Unified CCE deployments. CALL_BY_CALL, NAILED_CONNECTION The work mode for the mobile agent String -->mode Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 71 Cisco Finesse Desktop APIs User API Parameters

Notes Possible Values Description Type Parameter This parameter is returned for mobile agents only. Finesse supports mobile agents only in Unified CCE deployments. Validated by the Unified Communications Manager dial plan. — The external number that the system calls to connect to the mobile agent. String -->dialNumber — The first name of this user. String firstName — — The last name of this user. String lastName — — The ID of the team to which this user belongs. String teamId — — The name of the team to which this user belongs. String teamName This parameter applies only to Unified CCE deployments. — Unique identifier for the skill target assigned to the agent in the Unified CCE database. This is supported from Cisco Finesse, Release 12.5(1) ES2 onwards. String skillTargetId — URI to the collection of dialogs that the user is a part of. String dialogs — If the user has a role of Supervisor, a list of teams that the user supervises. Collection teams — Set of information for a team. Collection -->Team — The URI to get a new copy of the Team object. String --->uri — The ID for the team. String --->id — The name of the team. String --->name Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 72 Cisco Finesse Desktop APIs User API Parameters

Notes Possible Values Description Type Parameter This parameter is returned for Team API only and not for User API. This parameter applies only to Unified CCX deployments. BUSY, IDLE The state of the user on a manual outbound call from NOT_READY state. — mediaState User API Errors Description Error Type Status The request is malformed or incomplete or the extension provided is invalid. Bad Request 400 An unaccounted for error occurred. The root cause could not be determined. Generic Error 400 One of the parameters provided as part of the user input is invalid or not recognized (for example, the mode for a mobile agent or the state for a user) Invalid Input 400 The requested state change is not allowed (for example, a user in LOGOUT state requests a state change to LOGOUT or a supervisor tries to change an agent's state to something other than READY or LOGOUT). Invalid State 400 The extension, state, or requestedAction is not provided. If signing in a mobile agent, the mode or dialNumber is not provided. Parameter Missing 400 Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (for example, an agent tries to use an API that only a supervisor or administrator is authorized to use). Authorization Failure 401 The authenticated user tried to make a request for another user. Invalid Authorization User Specified 401 A user tried to change to a state that is not supported in the scenario. Invalid State 401 A supervisor tried to change the state of an agent who does not belong to that supervisor's team. Invalid Supervisor 401 Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 73 Cisco Finesse Desktop APIs User API Errors

Description Error Type Status The resource specified is invalid or does not exist. Not Found 404 The user ID provided is invalid or is not recongnized. No such user exists in CTI. User Not Found 404 Any runtime exception is caught and responded with this error. Internal Server Error 500 A dependent service is down (for example, the Cisco Finesse Notification Service or Cisco Finesse Database). Finesse is OUT_OF_SERVICE. Service Unavailable 503 Dialog The Dialog object represents a dialog with participants. Dialog Object for Voice Calls For the media type “voice”, this object represents a call. A participant represents an internal or external user's CallConnection, or that user's leg of the call. The Dialog object is structured as follows for voice calls: <Dialog> <associatedDialogUri>/finesse/api/Dialog/321654</associatedDialogUri> <id>12345678</id> <secondaryId>12345679</secondaryId> <mediaType>Voice</mediaType> <fromAddress>2002</fromAddress> <toAddress>2000</toAddress> <mediaProperties> <dialedNumber>2000</dialedNumber> <callType>AGENT_INSIDE</callType> <DNIS>2000</DNIS> <queueNumber>5022</queueNumber> <queueName>UCM_PIM.Func.Agents.SG</queueName> <callKeyCallId>217</callKeyCallId> <callKeySequenceNum>1</callKeySequenceNum> <callKeyPrefix>152018</callKeyPrefix> <wrapUpReason>Sales Call</wrapUpReason> <wrapUpItems> <wrapUpItem>Wrong number</wrapUpItem> <wrapUpItem>Satisfied Customer</wrapUpItem> </wrapUpItems> <callvariables> <CallVariable> <name>callVariable1</name> <value>Chuck Smith</value> </CallVariable> <CallVariable> <name>callVariable2</name> <value>Cisco Systems, Inc.</value> </CallVariable> ...Other CallVariables ... </callvariables> </mediaProperties> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 74 Cisco Finesse Desktop APIs Dialog

<participants> <Participant> <actions> <action>HOLD</action> <action>DROP</action> </actions> <mediaAddress>2002</mediaAddress> <mediaAddressType>AGENT_DEVICE</mediaAddressType> <startTime>2014-02-11T16:10:23.121Z</startTime> <state>ACTIVE</state> <stateCause></stateCause> <stateChangeTime>2014-02-11T16:10:23.121Z</stateChangeTime> </Participant> <Participant> <actions> <action>RETRIEVE</action> <action>DROP</action> </actions> <mediaAddress>2000</mediaAddress> <mediaAddressType>AGENT_DEVICE</mediaAddressType> <startTime>2014-02-11T16:10:23.121Z</startTime> <state>HELD</state> <stateCause></stateCause> <stateChangeTime>2014-02-11T16:10:36.543Z</stateChangeTime> </Participant> </participants> <state>ACTIVE</state> <uri>/finesse/api/Dialog/12345678</uri> <scheduledCallbackInfo> <callbackTime>2014-03-07T14:30</callbackTime> <callbackNumber>9785551212</callbackNumber> </scheduledCallbackTime> </Dialog> The <wrapUpItems> element applies only to Unified CCX deployments. Note Dialog Object for Nonvoice Tasks For nonvoice media types, this object represents a task. A participant represents an internal or external user's leg of the task. The Dialog object is structured as follows for nonvoice tasks: Several Dialog parameters do not apply for nonvoice tasks, and are returned empty. Note <Dialog> <associatedDialogUri>/finesse/api/Dialog/3216_5432_1</associatedDialogUri> <id>1234_5423_1</id> <mediaType>Cisco_Chat_MRD</mediaType> <mediaProperties> <mediaId>5002</mediaId> <dialedNumber></dialedNumber> <queueNumber>5022</queueNumber> <queueName>UCM_PIM.Func.Agents.SG</queueName> <callKeyCallId>217</callKeyCallId> <callKeySequenceNum>1</callKeySequenceNum> <callKeyPrefix>152018</callKeyPrefix> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 75 Cisco Finesse Desktop APIs Dialog

<wrapUpReason>Sales Call</wrapUpReason> <callvariables> <CallVariable> <name>callVariable1</name> <value>Chuck Smith</value> </CallVariable> <CallVariable> <name>callVariable2</name> <value>Cisco Systems, Inc.</value> </CallVariable> ...Other CallVariables ... </callvariables> </mediaProperties> <participants> <Participant> <actions> <action>ACCEPT</action> </actions> <mediaAddress>1001001</mediaAddress> <startTime>2015-11-19T06:04:27.864Z</startTime> <state>OFFERED</state> <stateChangeTime>2015-11-19T06:04:27.864Z</stateChangeTime> </Participant> </participants> <state>OFFERED</state> <uri>/finesse/api/Dialog/1234_5423_1</uri> </Dialog> callKeyCallId, CallKeySequenceNum, and callKeyPrefix parameters apply only to Unified CCE deployments. Note Dialog APIs Finesse obtains the dialogId value from the CallID value defined for the calls by the CTI Server. With some call flows, the messaging between Finesse and the CTI Server refers to an updated CallID value. In most cases, the updated CallID value maintains a relationship to the original CallID value, and therefore Finesse maintains the same dialogId value for the duration of the call flows. However, there are some call flows in which the CallID and dialogId change permanently (for example, in a conference). If you require a better understanding of the relationship between the CallID and dialogId values, you can perform some test call flows and view the webservices logs. Note Dialog—Get Dialog This API allows a user to get a copy of a Dialog object. https://<FQDN>/finesse/api/Dialog/<dialogId> URI: https://finesse1.xyz.com/finesse/api/Dialog/12345678 Example URI: Agents and administrators can use this API. Agents can only get their own Dialog object. Administrators can get any Dialog object. Security Constraints: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 76 Cisco Finesse Desktop APIs Dialog APIs

GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Unauthorized 401: Invalid Authorization 404: Not Found 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 77 Cisco Finesse Desktop APIs Dialog—Get Dialog

Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 78 Cisco Finesse Desktop APIs Dialog—Get Dialog

<Dialog> <uri>/finesse/api/Dialog/12345678</uri> <mediaType>Voice</mediaType> <state>ACTIVE</state> <fromAddress>2002</fromAddress> <toAddress>2000</toAddress> <mediaProperties> <dialedNumber>2000</dialedNumber> <callType>AGENT_INSIDE</callType> <DNIS>2000</DNIS> <queueNumber>5022</queueNumber> <queueName>UCM_PIM.Func.Agents.SG</queueName> <callKeyCallId>217</callKeyCallId> <callKeySequenceNum>1</callKeySequenceNum> <callKeyPrefix>152018</callKeyPrefix> <wrapUpReason>Another satisfied customer</wrapUpReason> <wrapUpItems> <wrapUpItem>Wrong number</wrapUpItem> <wrapUpItem>Satisfied customer</wrapUpItem> </wrapUpItems> <callbackNumber>14567</callbackNumber> <callvariables> <CallVariable> <name>callVariable1</name> <value>Chuck Smith</value> </CallVariable> <CallVariable> <name>callVariable2</name> <value>Cisco Systems, Inc</value> </CallVariable> <CallVariable> <name>callVariable3</name> <value>chucksmith@cisco.com</value> </CallVariable> ...Other Call Variables (up to 10) <CallVariable> <name>ecc.user</name> <value>csmith</value> </CallVariable> <CallVariable> <name>ecc.years[0]</name> <value>1985</value> </CallVariable> <CallVariable> <name>ecc.years[1]</name> <value>1995</value> </CallVariable> </mediaProperties> <participants> <Participant> <actions> <action>HOLD</action> <action>DROP</action> </actions> <mediaAddress>1081001</mediaAddress> <mediaAddressType>AGENT_DEVICE<mediaAddressType> <startTime>2014-02-04T15:33:16.653Z</startTime> <state>ACTIVE</state> <stateCause></stateCause> <stateChangeTime>2014-02-04T15:33:26.653Z</stateChangeTime> </Participant> <Participant> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 79 Cisco Finesse Desktop APIs Dialog—Get Dialog

<actions> <action>RETRIEVE</action> <action>DROP</action> </actions> <mediaAddress>1081002</mediaAddress> <mediaAddressType>AGENT_DEVICE<mediaAddressType> <startTime>2014-02-04T15:33:16.653Z</startTime> <state>HELD</state> <stateCause></stateCause> <stateChangeTime>2014-02-04T15:33:27.584Z</stateChangeTime> </Participant> </participants> </Dialog <ApiErrors> <ApiError> <ErrorType>Not Found</ErrorType> <ErrorMessage>Invalid dialogId specified for dialog/ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: The <wrapUpItems> element applies only to Unified CCX deployments. Note Dialog—Create a New Dialog (Make a Call) This API allows a user to make a call. To make a call, a new Dialog object is created that specifies the fromAddress (the caller's extension) and the toAddress (the destination target). The new Dialog object is posted to the Dialog collection for that user. In a Unified CCE deployment, you can also use this API to pass call variables with the MAKE_CALL request. The API supports call variable 1 through call variable 10 and ECC variables. You cannot pass BA variables or wrap-up reasons with the request. In a Unified CCE Release 12.5(1) deployment onward, you can make a call from Ready state. When the agent goes off-hook to place a call, the Unified CCE changes the agent status to Not Ready with 50006 reason code. The Not Ready state prevents the agent from receiving an inbound call while the outbound call placed by the agent is in progress. This API supports the use of any ASCII character in the toAddress. Finesse does not convert any entered letters into numbers, nor does it remove non-numeric characters (including parentheses and hyphens) from the toAddress. In a Unified CCX deployment, you cannot use this API to pass call variables. If you supply the mediaProperties parameter with a MAKE_CALL request in a Unified CCX deployment, Finesse returns a 400 Invalid Input error. Note https://<FQDN>/finesse/api/User/<id>/Dialogs URI: https://finesse1.xyz.com/finesse/api/User/1234/Dialogs Example URI: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 80 Cisco Finesse Desktop APIs Dialog—Create a New Dialog (Make a Call)

All users can use this API. Users can only create dialogs using a fromAddress to which they are currently signed in. Users with only agent or supervisor permission can make calls. Security Constraints: POST HTTP Method: Application/XML Content Type: XML Input/Output Format: <Dialog> <requestedAction>MAKE_CALL</requestedAction> <fromAddress>1001001</fromAddress> <toAddress>1002002</toAddress> </Dialog> HTTP Request: <Dialog> <requestedAction>MAKE_CALL</requestedAction> <fromAddress>1001001</fromAddress> <toAddress>1002002</toAddress> <mediaProperties> <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> </mediaProperties> </Dialog> HTTP Request with Call Variables (Unified CCE only): Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 81 Cisco Finesse Desktop APIs Dialog—Create a New Dialog (Make a Call)

id (required): The ID of the user requested Action (required): The way in which the dialog is created (MAKE_CALL) fromAddress (required): The extension with which the user is currently signed in toAddress (required): The destination for the call mediaProperties (optional): Collection of media-specific properties related to the dialog callvariables (optional): Collection of call variables to include as part of the initial call CallVariable (optional): Name and value pair for a call variable Request Parameters: 202: Successfully Accepted This response only indicates successful completion of the request. The request is processed and the actual response is sent as part of a dialog notification. Note 400: Bad Request (the request body is invalid) 400: Parameter Missing 400: Invalid Input (a request in a Unified CCX deployment includes mediaProperties) 400: Invalid Destination (the toAddress and fromAddress are the same) 401: Authorization Failure 401: Invalid Authorization 500: Internal Server Error HTTP Response: Authorization error returned when a user has no permission: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>Unauthorized</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Authorization error returned when users with only administrator permission makes a call: <ApiErrors> <ApiError> <ErrorType>Invalid Authorization User Specified</ErrorType> <ErrorData>The user is not authorized to perform this operation</ErrorData> <ErrorMessage>User (administrator) is not an authorizied supervisor.</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 82 Cisco Finesse Desktop APIs Dialog—Create a New Dialog (Make a Call)

Dialog notification Notifications Triggered: 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 All Attempt to POST a Dialog when the agent is in an invalid state to make a call. Invalid State All Supervisor attempts to POST a Dialog when that supervisor is silently monitoring another agent. Invalid State All Attempt to POST a Dialog to a route point when there are no agents in Ready state in the queue corresponding to that route point. Generic Error Unified CCE Attempt to POST a Dialog in which the toAddress is an E164 extension. Generic Error Dialog—Take Action on Participant This API allows a user to take action on a participant within a dialog. Agents must be the participant they are targeting with an action. https://<FQDN>/finesse/api/Dialog/<dialogId> URI: https://finesse1.xyz.com/finesse/api/Dialog/54321 Example URI: Agents can use this API. Agents can only act on a participant of a dialog when they are that participant. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 83 Cisco Finesse Desktop APIs Dialog—Take Action on Participant

For voice dialogs: <Dialog> <targetMediaAddress>1001001</targetMediaAddress> <requestedAction>ANSWER</requestedAction> </Dialog> voice dialog TRANSFER example: <Dialog> <requestedAction>TRANSFER</requestedAction> <toAddress>1001002</toAddress> <targetMediaAddress>1001001</targetMediaAddress> </Dialog> voice dialog CONFERENCE example: <Dialog> <requestedAction>CONFERENCE</requestedAction> <toAddress>1001002</toAddress> <targetMediaAddress>1001001</targetMediaAddress> </Dialog> For nonvoice dialogs: Nonvoice dialog CLOSE example: <Dialog> <requestedAction>CLOSE</requestedAction> <mediaProperties> <wrapUpReason>Happy customer!</wrapUpReason> </mediaProperties> </Dialog> Nonvoice dialog TRANSFER example: <Dialog> <requestedAction>TRANSFER</requestedAction> <target>scriptSelector</target> </Dialog> HTTP Request: For voice dialogs: dialogId (required): The ID of the dialog targetMediaAddress(required): The extension with which the user is currently signed in (used to locate the participant to target with the action request). requestedAction (required): The action to take on the targeted participant For nonvoice dialogs: dialogId (required): The ID of the dialog requestedAction (required): The action to take on the targeted participant mediaProperties (optional): A collection of media-specific properties for the dialog. This parameter can be used only when the action is CLOSE in order to set the wrapUpReason parameter. wrapUpReason (optional): A description of the task. This parameter can be used only when the action is CLOSE. target (required for TRANSFER): The Script Selector/dialed number to which the dialog is being transferred. Request Parameters: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 84 Cisco Finesse Desktop APIs Dialog—Take Action on Participant

202: Successfully Accepted 400: Parameter Missing (the targetMediaAddress or requestedAction is not provided) 400: Invalid Input 401: Authorization Failure 401: Invalid Authorization User Specified 404: Dialog Not Found 500: Internal Server Error 503: Service Unavailable (for example, the Notification Service is not running). HTTP Response: For voice dialogs: <ApiErrors> <ApiError> <ErrorType>Invalid Input</ErrorType> <ErrorData>requestedAction</ErrorData> <ErrorMessage>Invalid 'requestedAction' specified for dialog</ErrorMessage> </ApiError> </ApiErrors> For nonvoice dialogs: <ApiErrors> <ApiError> <ErrorType>Agent is not logged in</ErrorType> <ErrorMessage>E_ARM_STAT_AGENT_NOT_LOGGED_IN</ErrorMessage> <ErrorData>6</ErrorData> <ErrorMedia>5001</ErrorMedia> </ApiError> </ApiErrors> Example Failure Response: For voice dialogs: Dialog notification Dialog CTI error notification (if a CTI error occurs) For nonvoice dialogs: Dialogs/Media notification Dialogs/Media asynchronous error notifications including CTI errors Notifications Triggered: Platform-Based API Differences The following table describes API differences between a stand-alone Finesse deployment with Unified CCE or a coresident Finesse deployment with Unified CCX. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 85 Cisco Finesse Desktop APIs Dialog—Take Action on Participant

Response Scenario Stand-alone Finesse with Unified CCE: <data> <apiErrors> <apiError> <errorData>20999</errorData> <errorMessage><ConferenceCallCommand>: Conference failed...causes include agent already has a consult call or conferencing a non-conference controller. </errorMessage> <errorType>Generic Error</errorType> </apiError> </apiErrors> </data> Coresident Finesse with Unified CCX: <data> <apiErrors> <apiError> <errorData>22</errorData> <errorMessage>CF_INVALID_OBJECT_STATE</errorMessage> <errorType>Invalid State</errorType> </apiError> </apiErrors> </data> A participant who is not the conference controller tries to conference in another participant. Asynchronous Errors for Voice Dialogs 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 All Attempt a call transfer without an existing consult call. Generic Error All Attempt a call transfer on the original call (a direct call) after the original call has already been retrieved. Generic Error All Attempt to complete a conference on the original call after retrieving the original call. Generic Error All Attempt to exceed the maximum allowed conference participants. Generic Error All Attempt to RETRIEVE an incoming OutBoundPreview campaign call when the allowed actions are ACCEPT, CLOSE, and REJECT. Generic Error Unified CCE Non-conference-controller attempts to conference in another party. Generic Error Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 86 Cisco Finesse Desktop APIs Dialog—Take Action on Participant

Deployment Type Reason ErrorType All Attempt to put the held call (a direct call) on hold again. Generic Error Unified CCX Non-conference-controller attempts to conference in another party. Invalid State Asynchronous Errors for Nonvoice Dialogs If an error occurs after the initial validation of a nonvoice dialog is complete, the API send an error notification over XMPP to the Dialogs/Media notification. The error message has the format described in "Media and Dialogs/Media Asynchronous Error Notification.". The requestId is included in the response XML. The ErrorMedia parameter in the ApiError information indicates the Media Routing Domain to which the error applies. For transfers, Finesse communicates asynchronously with Customer Collaboration Platform to initiate task resubmission requests. The following types of errors can occur, and are returned asynchronously: • Customer Collaboration Platform can respond to the Finesse transfer request with an HTTP error response (for example 4XX or 5XX ). • The Finesse request to Customer Collaboration Platform may time-out due to network issues. If the request to Customer Collaboration Platform fails, the API send an error notification over XMPP to the Dialogs/Media notification, and Finesse retains the dialog. Dialog—Update Call Variable Data This API allows a user to set or change call variables (including named variables or ECC variables) of a dialog. If the user is an agent, the user must be a participant to invoke this action. A corresponding notification is published if there is an update to any of the values of the call variables or named variables. With Unified CCE, Cisco Finesse does not support the use of extended ASCII characters required for additional alphabets in the ECC variables and call variables 1-10. You must use only ASCII characters in the 0-127 range. For example, if you set call variable 2 to contain the character à (ASCII 133), it does not appear correctly on the agent desktop. Note With Unified CCX, Cisco Finesse only supports Latin1 characters for ECC variables. Other Unicode characters are not supported. For example, if a user tries to use this API to update an ECC variable that contains Chinese characters, Finesse may not return the correct value in the subsequent dialog update it sends to the client. https://<FQDN>/finesse/api/Dialog/<dialogId> URI: https://finesse1.xyz.com/finesse/api/Dialog/54321 Example URI: Agents can use this API. Agents can only act on a participant of a dialog when they are that participant. Security Constraints: PUT HTTP Method: Application/XML Content Type: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 87 Cisco Finesse Desktop APIs Dialog—Update Call Variable Data

XML Input/Output Format: For voice dialogs: <Dialog> <requestedAction>UPDATE_CALL_DATA</requestedAction> <mediaProperties> <wrapUpReason>Happy customer!</wrapUpReason> <wrapUpItems> <wrapUpItem>Wrong number</wrapUpItem> <wrapUpItem>Satisfied customer</wrapUpItem> </wrapUpItems> <callvariables> <CallVariable> <name>callVariable1</name> <value>123456789</value> </CallVariable> <CallVariable> ... Other call variables to be modified ... </CallVariable> </callvariables> </callvariables> </mediaProperties> </Dialog> For nonvoice dialogs: <Dialog> <requestedAction>UPDATE_CALL_DATA</requestedAction> <mediaProperties> <callvariables> <CallVariable> <name>{name of the call variable/named variable}</name> <value>{value to be changed}</value> </CallVariable> <CallVariable> ... Other call variables to be modified ... </CallVariable> </callvariables> </mediaProperties> </Dialog> HTTP Request: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 88 Cisco Finesse Desktop APIs Dialog—Update Call Variable Data

For voice dialogs: dialogId (required): The ID of the dialog mediaProperties (required): Collection of media-specific properties related to the dialog to be modified wrapUpReason (optional): A description of the call wrapUpItems (required if multiple wrap-up item parameter is present): Contains the list of wrap-up items belonging to this dialog (CCX deployments only). wrapUpItem (optional): A description of the call (CCX deployments only). callvariables (optional): A list of call variables to modify (either wrapUpReason or callvariables must be present in the request) CallVariable (required if the callvariables parameter is present): Contains the name and value of a call variable belonging to this dialog. The name must be present and cannot be empty. Duplicate names cannot exist. The value tag must be specified but can be empty. For nonvoice dialogs: dialogid (required) - The ID of the Task requestedAction (required): The action to take Request Parameters: 202: Successfully Accepted 400: Parameter Missing 400: Invalid Input 401: Authorization Failure 401: Invalid Authorization User Specified 404: Dialog Not Found 500: Internal Server Error 503: Service Unavailable (for example, the Notification Service is not running) HTTP Response: For voice dialogs: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> For nonvoice dialogs: <apiErrors> <apiError> <errorData>XXX</errorData> <errorMedia>5001</errorMedia> <errorMessage>XXXXXXXX</errorMessage> <errorType>XXXXXXXXXXXXXXX</errorType> </apiError> </apiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 89 Cisco Finesse Desktop APIs Dialog—Update Call Variable Data

Dialog notification Dialog CTI error notification (if a CTI error occurs) Notifications Triggered: 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 All The value of a call variable or ECC variable is longer than what is either allowed or configured as the maximum length for that variable. Invalid Input All The value of an ECC variable that is configured as a scalar is set as an array. Invalid Input All The value of an ECC variable that is configured as an array is set as a scalar. Invalid Input All The value of an ECC variable that is configured as an array is set as an array but with an index greater than what is configured. Invalid Input All Attempt to set call variables on a non-routed (direct) call. Call Variable is protected ECC and Call Variable Error Handling When a client makes an invalid update request for a ECC or call variable, that request is sent to Finesse and then to the CTI server. The CTI server logs certain errors but does not return events for them. In these cases, Finesse does not return an error. Clients must be aware of this behavior and follow the appropriate Unified CCE/Unified CCX documentation. A client can also send an update request for an ECC or call variable that contains both valid and invalid data (that is, some of the ECC or call variable updates in the request payload are valid while others are invalid). See the following table to determine the response from Finesse in these error scenarios. Finesse Response CTI Server Response Error Scenario Finesse forwards the error to the client. The CTI server sends an error to Finesse. 1. A request was sent that generates an error from the CTI server to Finesse. 2. The request payload contained no valid ECC or call variables. 1. Finesse forwards the error to the client. 1. The CTI server sends an error to Finesse. 1. A request was sent that generates an error from the CTI server to Finesse. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 90 Cisco Finesse Desktop APIs ECC and Call Variable Error Handling

The request payload contained a mix of valid and invalid ECC or call variables. The client does not receive an UPDATE_CALL_DATA event. The CTI server does not send an UPDATE_CALL_DATA event to Finesse (that is, the CTI server fails the entire request). Finesse does not respond. The CTI server does not respond. 1. A request was sent that does not generate an error from the CTI server to Finesse. 2. The request payload contained no valid ECC or call variables. 1. Finesse does not forward an error to the client. 1. The CTI server does not send an error to Finesse. 1. A request was sent that does not generate an error from the CTI serverto Finesse. 2. 2. Finesse forwards the UPDATE_CALL_DATA event to the client. The CTI server sends an UPDATE_CALL_DATA event to Finesse for the valid ECC and call variables. 2. The request payload contained a mix of valid and invalid ECC or call variables. When the size of the value of an ECC variable name exceeds its maximum length, the CTI server silently truncates the value and updates the variable. As a result, Finesse does not receive a maximum length error. Note Users of this API must ensure that the variables they are trying to update exist. Users must follow the exact format of each variable and ensure that the maximum size is not exceeded. Dialog—Send DTMF String This API allows a user to send a dual-tone multifrequency (DTMF) string during a call. CTI communication architecture has been optimized in Cisco Finesse Release 12.5(1), which has introduced changes in the Finesse API behavior. As a result of this change, it is suggested that call control requests for the same device should not be sent to the Finesse server until the response to a previous call control request has been received. Multiple DTMF requests can however be send one after another, and the server queues them up for you without any error. To prevent CTI errors, the Finesse desktop disables Wrap-Up button and call control buttons Hold, Transfer, Consult, and End across all calls when the DTMF Keypad is opened until the responses to all of the DTMF requests have been completed or timed out. It is suggested that third-party clients follow the same design. The number of outstanding DTMF requests and the timeout duration can be configured using the Finesse CLI. For more information on CLIs, see the Desktop Properties section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html. https://<FQDN>/finesse/api/Dialog/<dialogId> URI: https://finesse1.xyz.com/finesse/api/Dialog/54321 Example URI: Agents can use this API. An agent must be a participant in the dialog to perform this action. Security Constraints: PUT HTTP Method: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 91 Cisco Finesse Desktop APIs Dialog—Send DTMF String

Application/XML Content Type: XML Input/Output Format: <Dialog> <requestedAction>SEND_DTMF</requestedAction> <targetMediaAddress>1001001</targetMediaAddress> <actionParams> <ActionParam> <name>dtmfString</name> <value>777</value> </ActionParam> </actionParams> </Dialog> HTTP Request: dialogId (required): The ID of the dialog requestedAction (required): The way in which the dialog is created (SEND_DTMF) targetMediaAddress (required): The extension of the agent actionParams (required): A collection of objects called ActionParam, which contain name/value pairs. The name must be dtmfString. The value is the DTMF string to submit and can contain 0-9, *, #, or A-D for Unified CCE. For Unified CCX, the value can only contain 0-9, *, or #. Request Parameters: 202: Successfully Accepted This response only indicates a successful completion of the request. The request is processed and the actual response is sent as part of a dialog notification. Note 400: Parameter Missing 400: Invalid Input 401: Authorization Failure 401: Invalid Authorization User Specified 401: Invalid State (the targetMediaAddress specifies an extension of a participant in HELD state) 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Dialog notification Notifications Triggered: Platform-Based API Differences The following table describes API differences between a stand-alone Finesse deployment with Unified CCE or a coresident Finesse deployment with Unified CCX. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 92 Cisco Finesse Desktop APIs Dialog—Send DTMF String

Response Scenario Stand-alone Finesse with Unified CCE: Unified CCE accepts the alphanumeric dtmfString. Coresident Finesse with Unified CCX: Unified CCX allows only 0-9, *, or # in the dtmfString. Using any other values results in the following error: <apiError> <errorData>3</errorData> <errorMessage>CF_VALUE_OUT_OF_RANGE</errorMessage> <errorType>Generic Error</errorType> </apiError> Send a DTMF request with an alphanumeric dtmfString. 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 send a DTMF request with a valid requestedAction, a valid targetMediaAddress (agent's extension), and an alphanumeric dtmfString. Unified CCX allows only 0-9, *, and # for the dtmfString. Any other values result in the error. Generic Error ALL Attempt to send a DTMF request for a call when the participant in the dialog whose extension is the targetMediaAddress is in a HELD state. Generic Error ALL Attempt a PUT request to send DTMF while a call is alerting. Generic Error Dialog—Make a Consult Call Request This API allows an agent to make a consult call request. After the request succeeds, the agent can complete the call as a conference or transfer. The requestedAction for a consult call is CONSULT_CALL. The request is sent to the Dialog URL of an existing active call, from where the call is initiated. Finesse supports the transfer or conference of any held call to the current active call, as long as the agent performing the transfer or conference is a participant in both the held and active call. Finesse does not support blind conference through the API or the desktop. Blind conference is defined as follows: An agent has an active call and initiates a consult call to a destination. The agent starts a conference while the call is ringing at the destination. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 93 Cisco Finesse Desktop APIs Dialog—Make a Consult Call Request

Only the conference controller (the agent who initiates the conference) can add parties to that conference. For example, Agent 1 is on a call with a customer. Agent 1 consults with Agent 2 and then conferences Agent 2 into the call. Agent 2 then consults with Agent 3. If Agent 2 tries to add Agent 3 to the conference, the request fails. Note Finesse maintains a copy of the call variables (including call peripheral variables and ECC variables) for each call in the system. When Unified CCE or Unified CCX sets the call variables to values that are not NULL (through CTI events, such as CALL_DATA_UPDATE_EVENT), the call variables maintained by Finesse are updated with these values. In this way, Finesse ensures that a client always receives the latest data for call variables sent by Unified CCE/Unified CCX. Because an empty string is considered a valid value, when call values are set to empty strings, Finesse updates its version of the same call variables to empty strings and then updates the clients. An agent or supervisor who signs in after being on an active conference call with other devices (which are not associated with any other agent or supervisor) may experience unpredictable behavior with the Finesse Desktop due to incorrect Dialog notification payloads. These limitations also encompass failover scenarios where failover occurs while the agent or supervisor is participating in a conference call. For example, an agent is on a conference call when the Finesse server fails. When that agent is redirected to the other Finesse server, that agent could see unpredictable behavior on the desktop. Examples of unpredictable behavior include, but are not limited to, the following: • The desktop does not reflect all participants in a conference call. • The desktop does not reflect that the signed-in agent or supervisor is in an active call. • Dialog updates contain inconsistent payloads. Despite these caveats, users may continue to perform usual operations on their phones. Desktop behavior will return to usual after the agent or supervisor drops off the conference call. Note https://<FQDN>/finesse/api/Dialog/<dialogId> URI: https://finesse1.xyz.com/finesse/api/Dialog/54321 Example URI: Agents can use this API. An agent must be a participant in the dialog and the agent's extension must match the targetMediaAddress. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 94 Cisco Finesse Desktop APIs Dialog—Make a Consult Call Request

CONSULT_CALL Example <Dialog> <requestedAction>CONSULT_CALL</requestedAction> <toAddress>1001002</toAddress> <targetMediaAddress>1001001</targetMediaAddress> </Dialog> HTTP Request: dialogId (required): The ID of the dialog requestedAction (required): The way in which the dialog is created (CONSULT_CALL) toAddress (required): The destination for the call targetMediaAddress (required): The extension of the agent, used to locate the participant to target with the requestedAction Request Parameters: 202: Successfully Accepted 400: Parameter Missing 400: Invalid Input 401: Authorization Failure 401: Invalid Authorization User Specified 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Dialog notification Dialog CTI error notification (if a CTI error occurs) Notifications Triggered: 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 ALL Attempt a CONSULT_CALL on an incoming OutBoundPreview campaign call while the allowed actions are ACCEPT, CLOSE, and REJECT. Generic Error ALL Attempt a CONSULT_CALL while the call is alerting. Generic Error ALL Attempt a CONSULT_CALL while the call is on HOLD. Generic Error Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 95 Cisco Finesse Desktop APIs Dialog—Make a Consult Call Request

Dialog—Initiate a Single Step Transfer This API allows a user to make a single-step transfer request. After a user makes a successful request, that user's active call is transferred to the destination provided in the toAddress parameter. The requestedAction for a single-step transfer is TRANSFER_SST. This request is sent on the Dialog URL of an existing active call, from where the call is initiated. Therefore, the dialogId in the URL represents the dialogId of the active call. https://<FQDN>/finesse/api/Dialog/<dialogId> URI: https://finesse1.xyz.com/finesse/api/Dialog/54321 Example URI: Agents can use this API. An agent must be a participant in the dialog and the agent's extension must match the targetMediaAddress. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <Dialog> <requestedAction>TRANSFER_SST</requestedAction> <toAddress>1001002</toAddress> <targetMediaAddress>1001001</targetMediaAddress> </Dialog> HTTP Request: dialogId (required): The ID of the dialog requestedAction (required): The way in which the dialog is created (TRANSFER_SST) toAddress (required): The destination to which to transfer the call targetMediaAddress (required): The extension of the agent who is making the request Request Parameters: 202: Successfully Accepted This response only indicates a successful completion of the request. The request is processed and the actual response is sent as part of a dialog notification. Note 400: Parameter Missing 400: Invalid Input 400: Invalid Destination 401: Authorization Failure 401: Invalid Authorization User Specified 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 96 Cisco Finesse Desktop APIs Dialog—Initiate a Single Step Transfer

<ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Dialog notification Notifications Triggered: 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 CCE Attempt a TRANSFER_SST before the call gets answered. Generic Error Unified CCE Attempt a TRANSFER_SST on an incoming OutBoundPreview campaign call while the allowed actions are ACCEPT, CLOSE, and REJECT. Generic Error Dialog—Make a Silent Monitor Call This API allows a supervisor to silently monitor an agent who is on an active call and in TALKING state. A new dialog is created, specifying the fromAddress (the supervisor's extension) and the toAddress (the agent's extension). The dialog is posted to the supervisor's dialog collection. Agent phones to be monitored must support silent monitoring and must be configured in Cisco Unified Communications Manager as follows: • The correct device type must be configured. • The device must have Bridge Monitoring enabled. • The correct permissions must be configured (under User Management > End User > PG User, in the Permissions area, select Standard CTI Allow Call Recording, and then click Add to User Group). Note https://<FQDN>/finesse/api/User/<id>/Dialogs URI: https://finesse1.xyz.com/finesse/api/User/1234/Dialogs Example URI: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 97 Cisco Finesse Desktop APIs Dialog—Make a Silent Monitor Call

Supervisors can use this API. A supervisor must be signed in to the fromAddress (extension) being used to create the silent monitor call. Agent to be monitored must be assigned to a team that the supervisor is responsible for. A supervisor can silently monitor any call except a silent monitor call. If an agent drops from or transfers the call that the supervisor is monitoring, the silent monitoring session ends. Security Constraints: POST HTTP Method: Application/XML Content Type: XML Input/Output Format: <Dialog> <requestedAction>SILENT_MONITOR</requestedAction> <fromAddress>1001002</fromAddress> <toAddress>1001001</toAddress> </Dialog> HTTP Request: id (required): The ID of the user requestedAction (required): The way in which the dialog is created (SILENT_MONITOR) fromAddress (required): The extension of the supervisor who initiated the silent monitor request toAddress (required): The extension of the agent that the supervisor wants to monitor Request Parameters: 202: Successfully Accepted This response only indicates a successful completion of the request. The request is processed and the actual response is sent as part of a dialog notification. Note 400: Parameter Missing 400: Invalid Input 400: Invalid Destination 400: Invalid State 401: Authorization Failure 401: Invalid Authorization User Specified 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 98 Cisco Finesse Desktop APIs Dialog—Make a Silent Monitor Call

Dialog 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

PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <Dialog> <requestedAction>DROP</requestedAction> <targetMediaAddress>1001002</targetMediaAddress> </Dialog> HTTP Request: dialogId (required): The ID of the dialog requestedAction (required): The action to take on the targeted participant (DROP) targetMediaAddress (required): The extension of the supervisor who initiated the silent monitor call Request Parameters: 202: Successfully Accepted This response only indicates a successful completion of the request. The request is processed and the actual response is sent as part of a dialog notification. Note 400: Parameter Missing 400: Invalid Input 401: Authorization Failure 401: Invalid Authorization User Specified 404: Not Found (the dialog specified by the dialogId does not exist) 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Dialog notification Notifications Triggered: Dialog—Make a Barge Call This API allows a supervisor to barge in to an agent call that the supervisor is silently monitoring. The request specifies the fromAddress (supervisor's extension), the toAddress (agent's extension), and the associatedDialog (the URI of the silent monitor dialog that the supervisor initiated). When the barge request succeeds, the agent's original Dialog object is updated and is posted to the supervisor's dialog collection. The supervisor's silent monitor call is dropped. After the barge request succeeds, the original silent monitor call becomes a conference call with the supervisor, agent, and caller as participants. The call must meet certain conditions for the barge request to succeed: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 100 Cisco Finesse Desktop APIs Dialog—Make a Barge Call

• Unified Communications Manager may limit the number of phone devices that can join a conference call (a configurable parameter). When a supervisor makes a barge call, the supervisor is added as a new party to the conference. If the resource limit has already been reached, the supervisor's barge request fails. • Both Unified CCE and Unified CCX allow a barge request only through the conference controller (the agent who initiates the conference call). In case of CVP routed calls, the barge request is also possible for agents other than the conference controller. If the original call is not a conference call, after the barge request succeeds, the call becomes a conference call and the agent is the conference controller. If the original call is a conference call and the agent is not the conference controller, the supervisor's barge request fails. https://<FQDN>/finesse/api/User/<id>/Dialogs URI: https://finesse1.xyz.com/finesse/api/User/1234/Dialogs Example URI: Supervisors can use this API. Supervisors can only make barge call requests using the fromAddress that they are currently signed in to and can only barge in to calls they are already silent monitoring. Administrators cannot barge in to any calls because they are not associated with a phone device. Security Constraints: POST HTTP Method: Application/XML Content Type: XML Input/Output Format: <Dialog> <requestedAction>BARGE_CALL</requestedAction> <fromAddress>1001002</fromAddress> <toAddress>1001001</toAddress> <associatedDialogUri>/finesse/api/Dialog/6873122</associatedDialogUri> </Dialog> HTTP Request: requestedAction (required): The way in which to create the dialog (BARGE_CALL) fromAddress (required): The extension of the supervisor who initiated the barge request toAddress (required): The extension of the agent whose call the supervisor wants to barge in on associatedDialogUri (required): The relative URI of the silent monitor dialog on which the supervisor wants to barge in Request Parameters: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 101 Cisco Finesse Desktop APIs Dialog—Make a Barge Call

202: Successfully Accepted This response only indicates a successful completion of the request. The request is processed and the actual response is sent as part of a dialog notification. Note 400: Parameter Missing 400: Invalid Input 400: Invalid Destination 400: Invalid State 400: 20700 (Conference resource limit violation) 400: 20999 (Barge via non-conference-controller or the agent already has an outstanding consult call) 401: Authorization Failure 401: Invalid Authorization User Specified 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Dialog notification Notifications Triggered: Platform-Based API Differences Stand-alone Finesse with Unified CCE: A supervisor must be silently monitoring a call before making a request to barge in to that call. In a Finesse deployment with Unified CCE, the supervisor's state during the silent monitoring session is TALKING. When the supervisor barges in to the call, the supervisor's state remains TALKING. The agent's state is TALKING before the silent monitoring request, during the silent monitoring session, and after the barge request succeeds. Coresident Finesse with Unified CCX: A supervisor must be silently monitoring a call before making a request to barge into that call. In a coresident Finesse deployment with Unified CCX, the supervisor is in NOT_READY state during the silent monitoring session. If the agent is on an ICD call, the supervisor's state transitions to TALKING after barging in to the call. The agent's state is TALKING before the silent monitoring request, during the silent monitoring session, and after the barge request succeeds. If the agent is on a non-ICD call (for example, a call to another agent), both the supervisor and the agent remain in NOT_READY state during the silent monitoring session and after the barge request succeeds. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 102 Cisco Finesse Desktop APIs Dialog—Make a Barge Call

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 ALL Supervisor attempts a barge call on an agent who is not the conference controller. Generic Error ALL Supervisor attempts a barge call on an agent who is on a Consult call. Generic Error Dialog—End a Barge Call This API allows a supervisor to leave a barge call that was initiated by that supervisor. The Dialog object is updated, specifying a requestedAction of DROP and a targetMediaAddress of the extension of the supervisor who made the barge call. The agent can remain on the call unless the total number of participants becomes less than two when the supervisor leaves (like the drop operation of a conference call). https://<FQDN>/finesse/api/Dialog/<dialogId> URI: https://finesse1.xyz.com/finesse/api/Dialog/32458 Example URI: Supervisors can use this API. A supervisor can only drop barge call if that supervisor is a participant in the call. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <Dialog> <requestedAction>DROP</requestedAction> <targetMediaAddress>1001002</targetMediaAddress> </Dialog> HTTP Request: requestedAction (required): The way in which to create the dialog (DROP) targetMediaAddress (required): The extension of the supervisor who initiated the barge call Request Parameters: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 103 Cisco Finesse Desktop APIs Dialog—End a Barge Call

202: Successfully Accepted This response only indicates a successful completion of the request. The request is processed and the actual response is sent as part of a dialog notification. Note 400: Parameter Missing 400: Invalid Input 401: Authorization Failure 401: Invalid Authorization User Specified 404: Not Found (the dialog specified by the dialogId does not exist) 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Dialog notification Notifications Triggered: Dialog—Drop Participant from Conference This API allows an agent or supervisor to make a request to drop other participants from a conference based on the permission set by the administrator. By default, this API is only available for supervisors, but the administrator can use the Finesse CLI to expand access to conference controllers or even all agents. This setting is reflected in the enableDropParticipantFor property. This API is only supported for Unified CCE deployments. The possible values for the enableDropParticipantFor property are: • supervisor_only—(default value) Only the supervisor, who is a participant of the conference call, can drop other agents in the conference call. • conference_controller_and_supervisor—The supervisor who is a participant of the conference call or an agent who initiated the conference call (conference controller) can drop other participants including CTI Route points and IVR ports. • all—Any agent or supervisor who is a participant of the conference call can drop other participants including CTI Route points and IVR ports. For example, if the permission is set to be supervisor_only, when the supervisor barges in to a call between an agent and a customer, the supervisor is the only one who can make a request to drop the agent from the call, leaving the supervisor on the call with the customer. For more information, see the Service Properties section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html. After the participant is dropped from the conference, the call may become a two-party call or remain a conference call (if more than two parties remain on the call). Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 104 Cisco Finesse Desktop APIs Dialog—Drop Participant from Conference

When the CLI property is set to a default value (supervisor_only), the supervisor can drop only an extension that corresponds to a signed-in agent or supervisor. The supervisor cannot drop a CTI Route Point, IVR port, a device to which no agent is signed in, a caller device, or other agents for whom SILENT_MONITOR is not initiated by the supervisor. In conference calls, the application (CTI softphone) is able to drop only its own connection from the conference and is not able to drop other participants from the conference call. For more information, see the Enable Dropping Call Participants from a Conference Call section in Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICM/CCE at https://www.cisco.com/c/en/us/ support/customer-collaboration/unified-contact-center-enterprise/ products-programming-reference-guides-list.html If wrap-up is enabled for the agent who is dropped, that agent can perform wrap-up after being dropped. Note https://<FQDN>/finesse/api/Dialog/<dialogId> URI: https://finesse1.xyz.com/finesse/api/Dialog/54321 Example URI: The Agents and the supervisor who are the participants in the conference call can use this API. By default, this API is only available for supervisors, but the administrator can use the Finesse CLI to expand access to conference controllers or even all agents. Note Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <Dialog> <requestedAction>PARTICIPANT_DROP</requestedAction> <targetMediaAddress>1001001</targetMediaAddress> </Dialog> HTTP Request: requestedAction (required): The action to be performed on the dialog. targetMediaAddress (required): The extension to drop from the conference call. Request Parameters: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 105 Cisco Finesse Desktop APIs Dialog—Drop Participant from Conference

202: Successfully Accepted This response only indicates a successful completion of the request. The request is processed and the actual response is sent as part of a dialog notification. Note 400: Parameter Missing 400: Invalid Input 400: Invalid Destination (the targetMediaAddress is not one of the parties in the dialog or is not an agent extension) 400: Invalid State (the dialog is not a conference call) 401: Authorization Failure 401: Invalid Authorization User Specified 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Dialog notification Notifications Triggered: 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 ALL Supervisor barges in and attempts to drop a participant in a two-party call scenario. Generic Error Dialog—Start Recording This API allows a user to start recording an active call. This API applies to Unified CCX deployments only. If you attempt to use this API on a Finesse deployment with Unified CCE, Finesse returns a “Not Implemented” error. Note https://<FQDN>/finesse/api/Dialog/<dialogId> URI: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 106 Cisco Finesse Desktop APIs Dialog—Start Recording

https://finesse1.xyz.com/finesse/api/Dialog/54321 Example URI: Agents and supervisors can use this API. A user must be a participant in the call to perform this action. An agent cannot record the call of another agent. A supervisor cannot record an agent's call if the supervisor is not a participant in the call. If a supervisor wants to record an agent's call, the supervisor must first start a silent monitoring session on the call. A supervisor can only silently monitor (and therefore record) agents who belong to teams assigned to that supervisor. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <Dialog> <requestedAction>START_RECORDING</requestedAction> <targetMediaAddress>1001001</targetMediaAddress> </Dialog> HTTP Request: requestedAction (required): The way in which to create the dialog (START_RECORDING) targetMediaAddress (required): The extension of the agent whose call to record Request Parameters: 202: Successfully Accepted This response only indicates a successful completion of the request. The request is processed and the actual response is sent as part of a dialog notification. Note 400: Parameter Missing 400: Invalid Input 401: Authorization Failure 401: Invalid Authorization User Specified 401: Invalid State (the targetMediaAddress specifies an extension of a participant in HELD state) 500: Internal Server Error 501: Not Implemented (a recording attempt was made in a Unified CCE deployment) HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Dialog notification Notifications Triggered: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 107 Cisco Finesse Desktop APIs Dialog—Start Recording

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 PUT a START_RECORDING when the only allowable action is TRANSFER_SST. Generic Error Unified CCX Attempt to PUT a START_RECORDING when the only allowable action is ANSWER. Generic Error Unified CCE Attempt to PUT a START_RECORDING on a Unified CCE deployment type. This API is only supported with Unified CCX deployment type. Generic Error Dialog—Accept, Close, or Reject an Outbound Option Preview Reservation This API allows a user to accept, close, or reject a reservation in an Outbound Option Preview campaign. Finesse signals an Outbound Option Preview reservation by posting a dialog notification of type OUTBOUND_PREVIEW to the reserved user. This API applies to Unified CCE only. If you attempt to use this API on a Finesse deployment with Unified CCX, Finesse returns a “Not Implemented” error. Note https://<FQDN>/finesse/api/Dialog/<dialogId> URI: https://finesse1.xyz.com/finesse/api/Dialog/54321 Example URI: Agents can use this API. An agent must be a participant in the dialog to perform this action. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <Dialog> <requestedAction>{ACCEPT|CLOSE|REJECT}</requestedAction> <targetMediaAddress>1001001</targetMediaAddress> </Dialog> HTTP Request: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 108 Cisco Finesse Desktop APIs Dialog—Accept, Close, or Reject an Outbound Option Preview Reservation

dialogId (required): The ID of the dialog requestedAction (required): The action to take on the Outbound Option Preview reservation (ACCEPT, CLOSE, or REJECT) targetMediaAddress (required): The extension of the agent Request Parameters: 202: Successfully Accepted This response only indicates a successful completion of the request. The request is processed and the actual response is sent as part of a dialog notification. Note 400: Parameter Missing 400: Invalid Input 401: Authorization Failure 401: Invalid Authorization User Specified 404: Dialog Not Found 500: Internal Server Error 501: Not Implemented HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Dialog notification Notifications Triggered: 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 All Attempt to PUT a Dialog object using an action that is not allowed. For example, attempting a HOLD call when allowed actions are ACCEPT, REJECT, and CLOSE. Generic Error Dialog—Accept, Close, or Reject a Direct Preview Outbound Reservation This API allows a user to accept, close, or reject an Direct Preview Outbound reservation . Finesse signals a Direct Preview reservation by posting a dialog notification of type OUTBOUND_PREVIEW to the reserved user. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 109 Cisco Finesse Desktop APIs Dialog—Accept, Close, or Reject a Direct Preview Outbound Reservation

This API applies to Unified CCX only. If you attempt to use this API on a Finesse deployment with Unified CCE, Finesse returns a "Not Implemented" error. Note https://<FQDN>/finesse/api/Dialog/<dialogId> URI: https://finesse1.xyz.com/finesse/api/Dialog/54321 Example URI: Agents can use this API. An agent must be a participant in the dialog to perform this action. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <Dialog> <requestedAction>{ACCEPT|CLOSE|REJECT}</requestedAction> <targetMediaAddress>1001001</targetMediaAddress> </Dialog> HTTP Request: dialogId (required): The ID of the dialog requestedAction (required): The action to take on the Direct Preview reservation (ACCEPT, CLOSE, or REJECT) targetMediaAddress (required): The extension of the agent Request Parameters: 202: Successfully Accepted This response only indicates a successful completion of the request. The request is processed and the actual response is sent as part of a dialog notification. Note 400: Parameter Missing 400: Invalid Input 401: Authorization Failure 401: Invalid Authorization User Specified 404: Dialog Not Found 500: Internal Server Error 501: Not Implemented HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 110 Cisco Finesse Desktop APIs Dialog—Accept, Close, or Reject a Direct Preview Outbound Reservation

Dialog notification Notifications Triggered: Dialog—Reclassify a Direct Preview Call This API allows a user to reclassify an Outbound Option Direct Preview call. A call can be reclassified as VOICE, FAX, ANS_MACHINE, INVALID, DO_NOT_CALL, or BUSY. The call type is then sent back to Unified CCX for processing. This API applies to Unified CCX only. If you attempt to use this API on a Finesse deployment with Unified CCE, Finesse returns a "Not Implemented" error. Note https://<FQDN>/finesse/api/Dialog/<dialogId> URI: https://finesse1.xyz.com/finesse/api/Dialog/54321 Example URI: Agents can use this API. Agents can only act on their own Dialog object. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <Dialog> <requestedAction>RECLASSIFY</requestedAction> <targetMediaAddress>1001001</targetMediaAddress> <actionParams> <ActionParam> <name>outboundClassification</name> <value>FAX</value> </ActionParam> </actionParams> </Dialog> HTTP Request: dialogId (required): The ID of the dialog requestedAction (required): The action to perform (RECLASSIFY) targetMediaAddress (required): The extension of the agent who is making the request actionParams (required): A collection of objects called ActionParam, which contain name/value pairs. The name must be outboundClassification. The value can be VOICE, FAX, ANS_MACHINE, INVALID, DO_NOT_CALL, or BUSY. A single parameter must be specified for the value. Any additional parameters are ignored. Request Parameters: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 111 Cisco Finesse Desktop APIs Dialog—Reclassify a Direct Preview Call

202: Successfully Accepted This response only indicates a successful completion of the request. The request is processed asynchronously and the state change is sent as part of and updated to the Dialog object. The response is in the BAResponse call variable, which contains the value sent to the CTI server for the reclassify action. No confirmation is returned, other than the value in the BAResponse. Note 400: Bad Request 400: Finesse API Error (for example, the object does not exist or is stale) 400: Parameter Missing 401: Authorization Failure 401: Invalid Authorization User Specified 404: Dialog Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Dialog notification Notifications Triggered: 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 All Attempt to reclassify a dialog that is not generated by the outbound campaign. Generic error Dialog—Schedule or Cancel a Callback This API allows a user to schedule or cancel a callback. The dialog action UPDATE_SCHEDULED_CALLBACK is used to schedule or update a callback. The dialog action CANCEL_SCHEDULED_CALLBACK is used to cancel a previously scheduled callback. https://<FQDN>/finesse/api/Dialog/<dialogId> URI: https://finesse1.xyz.com/finesse/api/Dialog/54321 Example URI: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 112 Cisco Finesse Desktop APIs Dialog—Schedule or Cancel a Callback

Agents can use this API. Agents can only act on their own Dialog object. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <Dialog> <requestedAction>UPDATE_SCHEDULED_CALLBACK</requestedAction> <targetMediaAddress>1001001</targetMediaAddress> <actionParams> <ActionParam> <name>callbackTime</name> <value>2013-12-07T14:30</value> </ActionParam> </actionParams> </Dialog> HTTP Request (Update Scheduled Callback): <Dialog> <requestedAction>CANCEL_SCHEDULED_CALLBACK</requestedAction> <targetMediaAddress>100100</targetMediaAddress> </Dialog> HTTP Request (Cancel Scheduled Callback): dialogId (required): The ID of the dialog requestedAction (required): The action to perform (UPDATE_SCHEDULED_CALLBACK,CANCEL_SCHEDULED_CALLBACK) targetMediaAddress (required): The extension of the agent who is making the request actionParams (required): A collection of objects called ActionParam, which contain name/value pairs. The name must be UPDATE_SCHEDULED_CALLBACK. The value can be callbackTime or callbackNumber. A single parameter must be specified for the value. Any additional parameters are ignored. Request Parameters: 202: Successfully Accepted This response only indicates a successful completion of the request. The request is processed and the actual response is sent as part of a dialog notification. Note 400: Parameter Missing 400: Invalid Input 401: Authorization Failure 401: Invalid Authorization User Specified 404: Dialog Not Found 500: Internal Server Error 501: Not Implemented HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 113 Cisco Finesse Desktop APIs Dialog—Schedule or Cancel a Callback

<ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Dialog notification Notifications Triggered: Dialog API Parameters Notes Parameter Provided Possible Values Description Type Parameter Nonvoice Tasks Voice Calls Yes Yes — The URI to get a new copy of the object. String uri Yes Yes /finesse/api/Dialog/dialogId The URI to a Dialog object that is associated with this Dialog object. String associatedDialog Uri No Yes — The call ID value assigned to the secondary call. Numeric secondaryId Yes Yes The enterprise name of the Media Routing Domain (MRD). The type of media under which this dialog is classified. String mediaType Yes Yes For a list of possible values, see State (Dialog) Parameter Values, on page 124. The last state of this dialog. String state No Yes — The calling line ID of the caller. String fromAddress No Yes — The destination for the call. String toAddress Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 114 Cisco Finesse Desktop APIs Dialog API Parameters

Notes Parameter Provided Possible Values Description Type Parameter Nonvoice Tasks Voice Calls This is applicable for CCE direct preview outbound calls. No Yes — In outbound calls, the customer number received by agent may contain the prefix added by dialer. This value indicates the actual number without any prefix. String callbackNumber Yes Yes — A collection of media-specific properties for the dialog. Collection mediaProperties Yes Yes For voice, this value is always 1. The ID of the MRD. String -->mediaId This parameter is empty for nonvoice tasks. Yes Yes — The number dialed. String -->dialedNumber Yes Yes — The queue ID of the call. Numeric queueNumber Yes Yes — The queue name of the call. String queueName Unified CCE only. Yes Yes — The unique number of the call routed on a particular day. Numeric callKeyCallId Unified CCE only. Yes Yes — Represents the call sequence number. Numeric CallKeySequenceNum Unified CCE only. Yes Yes — Represents the day when the call is routed. Numeric callKeyPrefix Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 115 Cisco Finesse Desktop APIs Dialog API Parameters

Notes Parameter Provided Possible Values Description Type Parameter Nonvoice Tasks Voice Calls No Yes ACD_IN, PREROUTE_ACD_IN, PREROUTE_DIRECT_ AGENT, TRANSFER, OTHER_IN, OUT, OVERFLOW_IN, AUTO_OUT, AGENT_OUT, AGENT_INSIDE, ASSIST_CALL, BARGE_IN_CONSULT, CONSULT, CONFERENCE, EMERGENCY, SUPERVISOR_MONITOR, SUPERVISOR_WHISPER, SUPERVISOR_BARGE_IN, SUPERVISOR_INTERCEPT, OFFERED, CONSULT_OFFERED, CONSULT_CONFERENCE, NON_ACD, OUTBOUND, OUTBOUND_PREVIEW, OUTBOUND_CALLBACK, OUTBOUND_CALLBACK_ PREVIEW, OUTBOUND_PERSONAL_ CALLBACK, OUTBOUND_PERSONAL_ CALLBACK_PREVIEW, OUTBOUND_DIRECT_ PREVIEW, OO_RESERVATION_PREDICTIVE, OO_CUSTOMER_IVR, PLAY_AGENT_GREETING, RECORD_AGENT_GREETING, TASK_ROUTED_BY_ICM, TASK_ROUTED_BY_APPLICATION, UNMONITORED, VOICE_CALL_BACK. The type of call. String -->callType No Yes — The DNIS provided with the call. For routed calls, the DNIS is the route point. String -->DNIS Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 116 Cisco Finesse Desktop APIs Dialog API Parameters

Notes Parameter Provided Possible Values Description Type Parameter Nonvoice Tasks Voice Calls The maximum size of this parameter is 39 bytes (which equals 39 US English characters). Yes Yes — A description of the call. String -->wrapUpReason Unified CCX only. No Yes — A list of multiple wrap-up reasons associated with this dailog. Collection wrapUpItems Unified CCX only. No Yes — A description of the call. String wrapUpItem Yes Yes — A list of call variables associated with this dialog. Collection -->callVariables Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 117 Cisco Finesse Desktop APIs Dialog API Parameters

Notes Parameter Provided Possible Values Description Type Parameter Nonvoice Tasks Voice Calls Size: • Call variable: 40 bytes • ECC/named variable: Sum of all names, values, and index (if array) must be less than or equal to 2000 bytes. Each ECC variable value cannot exceed the length defined in the CTI server administration user interface. Yes Yes callvariable1 through callvariable10 ECC variables The following Outbound variables: • BACampaign • BAAccountNumber • BAResponse • BAStatus • BADialedListID • BATimeZone • BABuddyName • BACustomerNumber (Unified CCX only) For information about possible values for BAStatus, see Outbound Call Types and BAStatus, on page 132. Contains the name and value of a call variable belonging to this dialog. The name indicates whether the variable is a call variable or an ECC variable Call variable names start with callVariable#, where # is 1-10. ECC variable names (both scalar and array) are prepended with “user”. ECC variable arrays include an index enclosed within square brackets located at the end of the ECC array name (for example, user.myarray[2]). Outbound Option call variables provide additional details about an Outbound Option call. String --->CallVariable Yes Yes — A list of all participants (both internal and external) involved in the dialog. Collection participants Yes Yes — Information about one participant in the dialog. Collection -->Participant Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 118 Cisco Finesse Desktop APIs Dialog API Parameters

Notes Parameter Provided Possible Values Description Type Parameter Nonvoice Tasks Voice Calls Yes Yes For a list of possible values, see Actions Parameter Values, on page 125. A list of actions that are allowed for a participant. Collection --->actions Yes Yes Possible values include the extension of an agent or ANI for a caller who are participants in the call. For nonvoice dialogs, the value is the agent's id. Point of contact for the participant. String --->mediaAddress No Yes AGENT_DEVICE or empty string The device type specified by the mediaAddress. Collection --->mediaAddressType Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 119 Cisco Finesse Desktop APIs Dialog API Parameters

Notes Parameter Provided Possible Values Description Type Parameter Nonvoice Tasks Voice Calls No Yes The start time in the format YYYY-MM-DDThh:MM:ss.SSSZ or an empty string The UTC time when the participant initiated the call or the first time the participant call state becomes active. Finesse uses the Finesse server timestamp (not the CTI even timestamp) to determine the startTime. A time difference may exist between the Finesse server on side A and side B. Although they are synchronized using an NTP server, a few milliseconds of drift may exist. Therefore, the startTime may be different for a participant if Finesse fails over from side A to side B. String --->startTime Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 120 Cisco Finesse Desktop APIs Dialog API Parameters

Notes Parameter Provided Possible Values Description Type Parameter Nonvoice Tasks Voice Calls When an agent signs in with an extension that has an active call, Finesse does not have a call object tracking the call and sets the startTime for this participant as an empty string. If the call does have a participant who is an agent, Finesse can reuse the call object for the extension and the startTime is available For example, if an agent is on a call with a customer and then signs in, Finesse does not have the call object. If the agent is on a call with another agent and then signs in, Finesse can reuse the call object for the extension. In a Unified CCE deployment, Finesse on side B is in standby and keeps track of agent states and calls. When failover occurs, Finesse can recover the startTime for the agent. In a Unified CCX deployment, Finesse on side B does not have the agent state or call information. After failover occurs, Finesse sets Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 121 Cisco Finesse Desktop APIs Dialog API Parameters

Notes Parameter Provided Possible Values Description Type Parameter Nonvoice Tasks Voice Calls the startTime parameter as an empty string. Yes Yes For a list of possible values, see State (Participant) Parameter Values, on page 126. The last participant state in a dialog. String --->state This parameter is usually associated with a FAILED participant state. No Yes BUSY, BAD_DESTINATION, OTHER The cause for the last participant state in a dialog. String --->stateCause Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 122 Cisco Finesse Desktop APIs Dialog API Parameters

Notes Parameter Provided Possible Values Description Type Parameter Nonvoice Tasks Voice Calls When Finesse cannot determine the stateChangeTime, this parameter is an empty string. For example, if a participant is in HELD state and a failover occurs, after failover, Finesse can determine that the participant is in HELD state but cannot determine when the call was put on hold. Therefore, Finesse sets the stateChangeTime parameter to an empty string. In a Unified CCE deployment, Finesse on side B is in standby and keeps track of agent states and calls. When failover occurs, Finesse can recover the stateChangeTime for the agent. In a Unified CCX deployment, Finesse on side B does not have the agent state or call information. After failover occurs, Finesse sets the stateChangeTime parameter as an empty string. Yes Yes The state change time in the format YYYY-MM-DDThh:MM:ss.SSSZ or an empty string The UTC time when the participant changed to the current state. Finesse uses the Finesse server timestamp (not the CTI even timestamp) to determine the stateChangeTime. A time difference may exist between the Finesse server on side A and side B. Although they are synchronized using an NTP server, a few milliseconds of drift may exist. Therefore, the stateChangeTime may be different for a participant if Finesse fails over from side A to side B. String --->stateChangeTime Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 123 Cisco Finesse Desktop APIs Dialog API Parameters

Notes Parameter Provided Possible Values Description Type Parameter Nonvoice Tasks Voice Calls This parameters is provided only if a callback is scheduled for this dialog. No Yes — For Outbound Option campaigns, provides information about scheduled callbacks. Collection scheduledCallbackInfo This parameter is provided only if a callback time has been set. Value returned in the BAReponse: Callback MMDDYYYY HH:MM (for example, Callback 12072013 14:30) No Yes — The callback time in the format YYYY-MM-DDThh:MM (for example, 2013-12-15T11:45). The time is in the customer's timezone. Optionally, a full ISO-8601 format time string (ex. 2013-12-25T23:59:59 .9999999+03:00) can be sent, but everything beyond the minutes, including the time zone, is ignored. String -->callbackTime This parameter is provided only if a callback number has been set. Value returned in the BAResponse: P#<callbackNumber> ( for example, P#9780001) No Yes — The phone number to call for the callback. String -->callbackNumber Yes No For a list of possible values, see Disposition Code Parameter Values for Nonvoice Tasks, on page 135. The reason the dialog ended. String dispositionCode State (Dialog) Parameter Values The following table describes possible values for the state (dialog) parameter: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 124 Cisco Finesse Desktop APIs State (Dialog) Parameter Values

Description Dialog State Indicates that the phone is off the hook at a device INITIATING Indicates that the phone is dialing at the device INITIATED Indicates that the call is ringing at a device ALERTING Indicates that the dialog has at least one active participant ACTIVE Indicates that the dialog has failed FAILED Indicates that the dialog has no active participants DROPPED Actions Parameter Values The following table describes possible values (allowable actions) for the Actions response parameter: Description Enabled Button on Desktop Participant Allowable Action Allows an agent to make an outgoing call. Make a New Call MAKE_CALL Allows an agent to answer an incoming call. Answer ANSWER Allows an agent to hold a call that is currently active. Hold HOLD Allows an agent to retrieve a call that was on hold. Retrieve RETRIEVE Allows an agent to drop the participant of a call. End DROP Allows an agent to set call data for the call. Finesse does not allow an agent to set call data from the desktop. A user can set call data through the API only. Note — UPDATE_CALL_DATA Allows an agent to send DTMF digits for the call. — SEND_DTMF Allows an agent to make a consult call for transfer or conference. Consult CONSULT_CALL Allows an agent to start a conference between the selected held call and the existing active call on the desktop. Conference CONFERENCE Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 125 Cisco Finesse Desktop APIs Actions Parameter Values

Description Enabled Button on Desktop Participant Allowable Action Allows an agent to complete a transfer between the selected held call and the existing active call on the desktop. Transfer TRANSFER Allows a supervisor to silent monitor an agent who is in TALKING state on an active call. Start Monitoring SILENT_MONITOR The Participant Allowable Action is present where applicable for all participants on a call, including participants who are not agents. The actions for participants who are not agents are not needed by the client and may not always be accurate. These actions will be removed in a subsequent release. Note State (Participant) Parameter Values The following table describes possible values for the state (participant) response parameter: Description Call State on Finesse Desktop Allowable Actions for the Participant State Participant State Indicates that an outgoing call, not yet active, exists on the device Off Hook DROP, UPDATE_CALL_DATA INITIATING Indicates that the phone is dialing at a device Dialing DROP, UPDATE_CALL_DATA INITIATED Indicates that an incoming call is ringing on the device Incoming ANSWER ALERTING Indicates that the participant is active on the call Active HOLD, DROP, UPDATE_CALL_DATA, CONSULT_CALL ACTIVE Indicates that the call failed (BUSY) Busy DROP FAILED Indicates that the call failed (BAD_DESINATION) Error DROP FAILED Indicates that the call failed (OTHER) Error DROP FAILED Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 126 Cisco Finesse Desktop APIs State (Participant) Parameter Values

Description Call State on Finesse Desktop Allowable Actions for the Participant State Participant State Indicates that the participant has held their connection to the call Hold RETRIEVE, DROP, UPDATE_CALL_DATA, TRANSFER (if active call exists), CONFERENCE (if active call exists) HELD Indicates that the participant has dropped from the call

DROPPED Indicates that the participant is not in active state on the call but is wrapping up after the participant has dropped from the call Active UPDATE_CALL_DATA WRAP_UP CTI Event Mappings for Dialog and Participant States The following table provides a list of CTI call events and the associated Dialog and Participant states for the call. This table is specifically oriented toward the agent receiving an incoming call. If the caller is also an agent, the events go to the caller. If the caller is not an agent, events are not published to the caller. Note Table 1: Incoming Call Participant State (Caller) Participant State (Agent) Dialog State Event Method CTI Event Scenario INITIATING Not a participant yet INITIATING POST (Caller) BEGIN_CALL_EVENT Start the call INITIATED ALERTING ALERTING POST (Agent), PUT (Caller) CALL_DELIVERED Call arrives at agent ACTIVE ACTIVE ACTIVE PUT CALL_ESTABLISHED Agent answers call DROPPED ACTIVE ACTIVE PUT CALL_CONNECTION_CLEARED Caller drops call DROPPED DROPPED DROPPED PUT CALL_CONNECTION_CLEARED Agent is dropped from call Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 127 Cisco Finesse Desktop APIs CTI Event Mappings for Dialog and Participant States

Participant State (Caller) Participant State (Agent) Dialog State Event Method CTI Event Scenario DROPPED DROPPED DROPPED PUT CALL_CONNECTION_CLEARED Call is cleared DROPPED DROPPED DROPPED DELETE END_CALL_EVENT Call is removed The following table provides a list of CTI call events and their mapping to the Dialog state and Participant state for the call. This table is specifically oriented toward the caller making an outgoing call. If the recipient is also an agent, then the events go to the recipient. If the recipient is not an agent, events are not published to the recipient. Note Table 2: Outgoing Call Participant State(Recipient) Participant State (Caller) DialogState Event Method CTI Event Scenario Not a participant yet INITIATING INITIATING POST (Caller) BEGIN_CALL_EVENT Start of any call Not a participant yet INITIATING INITIATING POST (Caller) CALL_SERVICE_INITIATED_EVENT Caller takes phone off-hook Not a participant yet INITIATED INITIATED PUT (Caller) CALL_ORIGINATED_EVENT Caller dials number Not a participant yet FAILED FAILED PUT (Caller) CALL_FAILED_EVENT (BUSY) Destination is busy Not a participant yet FAILED FAILED PUT (Caller) CALL_FAILED_EVENT (BAD_DESTINATION) Destination is bad ALERTING INITIATED ALERTING PUT (Caller), POST (Recipient) (See the note that precedes this table.) CALL_DELIVERED Destination is recipient ACTIVE ACTIVE ACTIVE PUT CALL_ESTABLISHED Recipient answers call Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 128 Cisco Finesse Desktop APIs CTI Event Mappings for Dialog and Participant States

Participant State(Recipient) Participant State (Caller) DialogState Event Method CTI Event Scenario ACTIVE DROPPED ACTIVE PUT CALL_CONNECTION_CLEARED Caller drops call DROPPED DROPPED DROPPED PUT CALL_CONNECTION_CLEARED Recipient is dropped from call DROPPED DROPPED DROPPED PUT CALL_CLEARED_EVENT Call is cleared DROPPED DROPPED DROPPED DELETE END_CALL_EVENT Call is removed If the caller is also an agent, then the events go to the caller. If the caller is not an agent, events are not published to the caller. Note Table 3: Holding a Call Participant State (Caller) ParticipantState (Agent) Dialog State EventMethod CTI Event Scenario

Call arrives and is answered ACTIVE HELD ACTIVE PUT CALL_HELD Agent holds call HELD HELD ACTIVE PUT CALL_HELD Caller holds call HELD ACTIVE ACTIVE PUT CALL_RETRIEVED Agent retrieves call ACTIVE ACTIVE ACTIVE PUT CALL_RETRIEVED Caller retrieves call The following table provides a list of CTI call events and their mapping to the Dialog and Participant states for a call transfer. In this scenario, a call exists between the caller and Agent A. The transfer occurs after Agent B answers the consult call. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 129 Cisco Finesse Desktop APIs CTI Event Mappings for Dialog and Participant States

Table 4: Call Transfer Participant State Dialog State Event Method CTI Event (Consult Call) CTI Event (Original Call) Scenario Caller: ACTIVE Agent A: HELD (original call) Agent B: Not yet a participant Original call: ACTIVE PUT (original call only)

CALL_HELD Agent A starts consult call Caller: ACTIVE Agent A: INITIATING (consult call) Agent B: Not yet a participant Original call: ACTIVE Consult call: INITIATING PUT (consult call only) CALL_SERVICE_ INITIATED_EVENT

Agent A takes phone off-hook (BEGIN_CALL_ EVENT assumed) Caller: ACTIVE Agent A: INITIATED (consult call) Agent B: Not yet a participant Original call: ACTIVE Consult call: INITIATED PUT (consult call only) CALL_ORIGINATED_ EVENT

Agent A dials number Caller: ACTIVE Agent A: INITIATED (consult call) Agent B: ALERTING Original call: ACTIVE Consult call: ALERTING PUT (consult call, on Agent A POST (consult call on Agent B CALL_DELIVERED

Agent B receives the call Caller: ACTIVE Agent A: ACTIVE (consult call) Agent B: ACTIVE Original call: ACTIVE Consult call: ACTIVE PUT (consult call only) CALL_ESTABLISHED

Agent B answers the call Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 130 Cisco Finesse Desktop APIs CTI Event Mappings for Dialog and Participant States

Participant State Dialog State Event Method CTI Event (Consult Call) CTI Event (Original Call) Scenario Caller: ACTIVE Agent A: DROPPED (original and consult call) Agent B: DROPPED (consult call), ACTIVE (original call) Original call: DROPPED (Agent A), ACTIVE (Agent B) Consult call: DROPPED (both Agent A and Agent B) DELETE (original call on Agent A) DELETE (consult call on Agent A) DELETE (consult call on Agent B) POST (original call on Agent B)

CALL_TRANSFERRED_ EVENT Agent A completes the transfer of the caller to Agent B If the caller is also an agent, that caller receives a Dialog update (PUT) with an updated participant list after the transfer is complete. The following table provides a list of CTI call events and their mapping to the Dialog state and Participant state for a silent monitor call. For the Finesse API, a silent monitor call request only specifies the agent's extension for the supervisor to silent monitor. Unified CCE/Unified CCX decides which of the agent's active calls to monitor. In most cases, an agent only has one active call to be monitored. This table describes the scenario where a call already exists between the caller and Agent A. The focus is on the silent monitor call only. In this scenario, the original agent call is not affected. The silent monitor call is created and the agent becomes a participant with no allowable action. The agent has two active calls: the original call and the silent monitor call. Finesse considers the silent monitor call to be a "passive" active call of the agent. Note Table 5: Silent Monitor Call Participant State (Supervisor) Participant State (Agent A) Participant State(Caller) Dialog State (Silent Monitor Call) Dialog State (Original Call) Event Method CTI Event (Silent Monitor Call) Scenario

Agent call arrives and is answered Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 131 Cisco Finesse Desktop APIs CTI Event Mappings for Dialog and Participant States

Participant State (Supervisor) Participant State (Agent A) Participant State(Caller) Dialog State (Silent Monitor Call) Dialog State (Original Call) Event Method CTI Event (Silent Monitor Call) Scenario INITIATING (silent monitor call) ACTIVE (original call) ACTIVE (original call) INITIATING ACTIVE POST (SILENT_ MONITOR) BEGIN_CALL Supervisor starts the silent monitor call INITIATING (silent monitor call) ACTIVE (original call) ACTIVE (original call) INITIATING ACTIVE

CALL_SERVICE_ INITIATED_EVENT CALL_DATA_ UPDATE_EVENT

INITIATED (silent monitor call) ACTIVE (original call) ACTIVE (original call) INITIATED ACTIVE

CALL_ ORIGINATED_ EVENT CALL_DATA_ UPDATE_EVENT

INITIATED (silent monitor call) ACTIVE (original call) ACTIVE (original call) ALERTING ACTIVE

CALL_DELIVERED_ EVENT CALL_DELIVERED_ EVENT

ACTIVE (silent monitor call) ACTIVE (original call) ACTIVE (passive - silent monitor call) ACTIVE (original call) ACTIVE ACTIVE

CALL_ ESTABLISHED_ EVENT

Outbound Call Types and BAStatus The following tables list the call types for outbound calls and the associated values for BAStatus for Unified CCE deployments and Unified CCX deployments. For each call type, the BAStatus differs based on the outbound agent’s mode: • Dedicated mode—Agents who only make calls for Outbound Option campaigns. • Blended mode—Agents who receive inbound calls and Outbound Option calls. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 132 Cisco Finesse Desktop APIs Outbound Call Types and BAStatus

When a user transfers or conferences an outbound call, the callType changes to TRANSFER or CONFERENCE. In Unified CCE deployments, the BAStatus of the call remains unchanged. In Unified CCX deployments, the BAStatus changes to TRANSFERRED or CONFERENCED for Progressive and Predictive outbound calls and remains OUTBOUND for Direct Preview outbound calls. When the failover occurs in a Unified CCE deployment, the callType and BAStatus remain unchanged. In Unified CCX deployments, the callType parameter is null or empty after failover for all outbound dialing modes. The BAStatus parameter is removed as the call no longer functions as an outbound call. Note Table 6: Outbound Call Types and BAStatus for Finesse with Unified CCE Direct Preview Preview Predictive Progressive callType: OUTBOUND_ DIRECT_ PREVIEW BAStatus: BLENDED_DIRECT_ PREVIEW_ OUTBOUND_ RESERVATION or DIRECT_ PREVIEW_ OUTBOUND_ RESERVATION callType: OUTBOUND_ PREVIEW BAStatus: BLENDED_PREVIEW_ OUTBOUND_ RESERVATION or PREVIEW_ OUTBOUND_ RESERVATION — — Reservation Call callType: OUTBOUND BAStatus: BLENDED_DIRECT_ PREVIEW_ OUTBOUND or DIRECT_ PREVIEW_ OUTBOUND callType: OUTBOUND BAStatus: BLENDED_PREVIEW_ OUTBOUND or PREVIEW_OUTBOUND callType: OUTBOUND BAStatus: BLENDED_ PREDICTIVE_ OUTBOUND or PREDICTIVE_ OUTBOUND callType: OUTBOUND BAStatus: BLENDED_PROGRESSIVE_ OUTBOUND or PROGRESSIVE_ OUTBOUND Customer Call callType: OUTBOUND_ DIRECT_ PREVIEW BAStatus: DIRECT_ PREVIEW_ OUTBOUND_ RESERVATION callType: OUTBOUND_ CALLBACK_PREVIEW BAStatus: PREVIEW_ OUTBOUND_ RESERVATION — — Callback Reservation Call Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 133 Cisco Finesse Desktop APIs Outbound Call Types and BAStatus

Direct Preview Preview Predictive Progressive callType: OUTBOUND_ CALLBACK BAStatus: DIRECT_ PREVIEW_ OUTBOUND callType: OUTBOUND_ CALLBACK BAStatus: PREVIEW_ OUTBOUND callType: OUTBOUND_ CALLBACK BAStatus: PREDICTIVE_ OUTBOUND callType: OUTBOUND_ CALLBACK BAStatus: PROGRESSIVE_ OUTBOUND Callback Customer Call callType: OUTBOUND_ PERSONAL_ CALLBACK_ PREVIEW BAStatus: PERSONAL_ CALLBACK_ OUTBOUND_ RESERVATION callType: OUTBOUND_ PERSONAL_ CALLBACK_PREVIEW BAStatus: PERSONAL_ CALLBACK_ OUTBOUND_ RESERVATION callType: OUTBOUND_ PERSONAL_ CALLBACK_PREVIEW BAStatus: PERSONAL_ CALLBACK_ OUTBOUND_ RESERVATION callType: OUTBOUND_ PERSONAL_ CALLBACK_ PREVIEW BAStatus: PERSONAL_ CALLBACK_ OUTBOUND_ RESERVATION Personal Callback Reservation Call callType: OUTBOUND_ PERSONAL_ CALLBACK BAStatus: PERSONAL_ CALLBACK_ OUTBOUND callType: OUTBOUND_ PERSONAL_ CALLBACK BAStatus: PERSONAL_ CALLBACK_ OUTBOUND callType: OUTBOUND_ PERSONAL_ CALLBACK BAStatus: PERSONAL_ CALLBACK_ OUTBOUND callType: OUTBOUND_ PERSONAL_ CALLBACK BAStatus: PERSONAL_ CALLBACK_ OUTBOUND Personal Callback Customer Call Table 7: Outbound Call Types and BAStatus for Finesse with Unified CCX Direct Preview Predictive Progressive callType: OUTBOUND_ DIRECT_ PREVIEW BAStatus: DIRECT_ PREVIEW_OUTBOUND_ RESERVATION — — Reservation Call callType: OUTBOUND BAStatus: DIRECT_ PREVIEW_ OUTBOUND callType: OUTBOUND BAStatus: OUTBOUND callType: OUTBOUND BAStatus: OUTBOUND Customer Call callType: OUTBOUND_ DIRECT_ PREVIEW BAStatus: DIRECT_ PREVIEW_OUTBOUND_ RESERVATION — — Callback Reservation Call Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 134 Cisco Finesse Desktop APIs Outbound Call Types and BAStatus

Direct Preview Predictive Progressive callType: OUTBOUND_ CALLBACK BAStatus: DIRECT_ PREVIEW_ OUTBOUND callType: OUTBOUND_ CALLBACK BAStatus: OUTBOUND callType: OUTBOUND_ CALLBACK BAStatus: OUTBOUND Callback Customer Call — — — Personal Callback Reservation Call — — — Personal Callback Customer Call Disposition Code Parameter Values for Nonvoice Tasks The following table describes possible values for the dispositionCode response parameter for nonvoice tasks: Description Disposition Code Value Type of Code The task ended normally. CD_NORMAL_END_TASK Normal End The task was transferred. The initiating application sends a new task request to CCE for routing that includes the task id of the first task. CD_TASK_TRANSFER Transfer The task was transferred because the agent logged out during the task. CD_TASK_TRANSFERRED_ON_AGENT_LOGOUT The task timed out while waiting to be accepted by an agent. The task was redirected to another agent. CD_RING_NO_ANSWER RONA The dialog ended because it exceeded the maximum task duration for the MRD. CD_MAX_DIALOG_LIFETIME_EXCEEDED Task Lifetime Exceeded The customer cancelled the task before the agent began working on the task. In this case, the Finesse user sees the offered dialog but the dialog is deleted before the user can accept it. CD_TASK_ABANDONED_WHILE_OFFERED Customer Abandoned Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 135 Cisco Finesse Desktop APIs Disposition Code Parameter Values for Nonvoice Tasks

Description Disposition Code Value Type of Code The Agent PG could not assign an ID to the dialog. In this case, the Finesse user sees the offered dialog, but it is deleted before the user can accept the dialog. Contact Cisco Technical Support for assistance. CD_CANT_OBTAIN_DIALOG_ID Other The agent working on the task logged out before the task ended. CD_AGENT_LOGGED_OUT_DURING_DIALOG This indicates that the dialog was in progress when the application path went down, and ended before the application path was reinitialized, but within the task life timeout threshold. When the application path was reinitialized, the Agent PG ended the dialog. CD_TASK_ENDED_DURING_APP_INIT One instance of an application that is allowed to have multiple client connections with the same application path was disconnected. However, the application path is not down because another instance of the application is still connected. CD_APPLICATION_DISCONNECTED Dialog API Errors Description Error Type Status The barge call will cause the total number of parties on the conference call to exceed the allowed resource limit for the conference bridge. 20700 (conference resource limit violation) 400 The agent specified in the toAddress is not the controller of the conference call or the agent already has an outstanding conference call. 20999 (Barge via a non-conference-controller) 400 An unaccounted for error occurred. The root cause could not be determined. Generic Error 400 Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 136 Cisco Finesse Desktop APIs Dialog API Errors

Description Error Type Status The toAddress and fromAddress are the same (if users attempt to call their own extension). For the Dialog—Drop Participant from Conference API, this error occurs if the targetMediaAddress is not one of the parties on the call or is not an agent extension. For the Dialog—Make a Barge Call API, this error occurs if the supervisor tries to barge in on an agent call when the agent's extension is in HELD state. Invalid Destination 400 One of the parameters provided as part of the user input is invalid or not recognized (for example, the fromAddress, toAddress, targetMediaAddress, requestedAction). For the Dialog—Update Call Variable Data API, the call variable name or action is invalid or not recognized, or there are duplicate call variable names. This error is also returned if a user attempts to set any of the following Outbound Option variables: BACampaign, BAAccountNumber, BAResponse, BAStatus, BADialedListID, BATimeZone, BABuddyName, BACustomerNumber (Unified CCX only). Invalid Input 400 A supervisor who is already on an active call (in TALKING or HOLD state) makes a silent monitor request. Invalid State 400 A required parameter was not provided in the request. For example, if creating a dialog, the fromAddess or toAddress was not provided. Parameter Missing 400 Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (for example, an agent tries to use an API that only a supervisor or administrator is authorized to use). Authorization Failure 401 The authenticated user tried to make a request for another user. The authenticated user tried to use a fromAddress that does not belong to that user. Invalid Authorization User Specified 401 The targetMediaAddress in a Dialog—Start Recording request specifies an extension of a participant in HELD state. Invalid State 401 Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 137 Cisco Finesse Desktop APIs Dialog API Errors

Description Error Type Status A supervisor tried to change the state of an agent who does not belong to that supervisor's team. Invalid Supervisor 401 The resource specified is invalid or does not exist. Not Found 404 The dialogId provided is invalid or no such dialog exists. Dialog Not Found 404 Any runtime exception is caught and responded with this error. Internal Server Error 500 A user attempted to use the API in a deployment where it is not supported. For example, a recording attempt was made in a Unified CCE deployment. Not Implemented 501 Queue The Queue object represents a queue (or skill group in Unified CCE) and contains the URI, name, and statistics for that queue. Queue statistics include the number of calls in queue, the start time of the longest call in queue, and the number of agents in each state. The Queue object is structured as follows: <Queue> <uri>/finesse/api/Queue/10</uri> <name>Sales</name> <statistics> <callsInQueue>3</callsInQueue> <startTimeOfLongestCallInQueue>2012-02-15T17:58:21Z</startTimeOfLongestCallInQueue> <agentsReady>1</agentsReady> <agentsNotReady>2</agentsNotReady> <agentsBusyOther>0</agentsBusyOther> <agentsLoggedOn>1</agentsLoggedOn> <agentsTalkingInbound>3</agentsTalkingInbound> <agentsTalkingOutbound>2</agentsTalkingOutbound> <agentsTalkingInternal>1</agentsTalkingInternal> <agentsWrapUpNotReady>2</agentsWrapUpNotReady> <agentsWrapUpReady>3</agentsWrapUpReady> </statistics> </Queue> Queue APIs Queue—Get Queue This API allows a user to get a Queue object. Use this API to access statistics for a queue that is assigned to agents or supervisors. If you use this API to get a queue that is not assigned to any users, the response contains a value of -1 for numeric statistics and is empty for string statistics. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 138 Cisco Finesse Desktop APIs Queue

This API is only supported for a stand-alone Finesse deployment with Unified CCE and not applicable for coresident Finesse deployment with Unified CCX. Note https://<FQDN>/finesse/api/Queue/<id> URI: https://finesse1.xyz.com/finesse/api/Queue/10 Example URI: Any user can use this API to retrieve information about a specific queue. The user does not need to belong to that queue. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Authorization Failure 404: Not Found 500: Internal Server Error HTTP Response: <Queue> <uri>/finesse/api/Queue/10</uri> <name>Sales</name> <statistics> <callsInQueue>3</callsInQueue> <startTimeOfLongestCallInQueue>2012-02-15T17:58:21Z</startTimeOfLongestCallInQueue> <agentsReady>1</agentsReady> <agentsNotReady>2</agentsNotReady> <agentsBusyOther>0</agentsBusyOther> <agentsLoggedOn>1</agentsLoggedOn> <agentsTalkingInbound>3</agentsTalkingInbound> <agentsTalkingOutbound>4</agentsTalkingOutbound> <agentsTalkingInternal>5</agentsTalkingInternal> <agentsWrapUpNotReady>6</agentsWrapUpNotReady> <agentsWrapUpReady>7</agentsWrapUpReady> </statistics> </Queue> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Platform-Based API Differences The following statistics fields are updated only for a stand-alone Finesse deployment with Unified CCE: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 139 Cisco Finesse Desktop APIs Queue—Get Queue

• callsInQueue • startTimeOfLongestCallInQueue • agentsReady • agentsNotReady • agentsTalkingInbound • agentsTalkingOutbound • agentsTalkingInternal • agentsWrapUpNotReady • agentsWrapUpReady • agentsLoggedOn • agentsBusyOther Queue—Get List of Queues for User This API allows a user to get a list of all queues associated with that user. If the user is a supervisor, it returns all queues assigned to all team members of the supervised teams, in addition to the teams that the supervisor belongs to. The list of queues does not include the system-defined queue (skill group) present in Unified CCE to which all agents belong. Note https://<FQDN>/finesse/api/User/<id>/Queues URI: https://finesse1.xyz.com/finesse/api/User/1234/Queues Example URI: All users can use this API to retrieve a list of queues for any user. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Authorization Failure 404: User Not Found 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 140 Cisco Finesse Desktop APIs Queue—Get List of Queues for User

<Queues> <Queue> <uri>/finesse/api/Queue/1234</uri> <name>Sales</name> <statistics> <callsInQueue>3</callsInQueue> <startTimeOfLongestCallInQueue>2012-02-15T17:58:21Z</startTimeOfLongestCallInQueue> <agentsReady>1</agentsReady> <agentsNotReady>2</agentsNotReady> <agentsBusyOther>0</agentsBusyOther> <agentsLoggedOn>1</agentsLoggedOn> <agentsTalkingInbound>3</agentsTalkingInbound> <agentsTalkingOutbound>4</agentsTalkingOutbound> <agentsTalkingInternal>5</agentsTalkingInternal> <agentsWrapUpNotReady>6</agentsWrapUpNotReady> <agentsWrapUpReady>7</agentsWrapUpReady> </statistics> </Queue> ... more queues ... </Queues> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Platform-Based API Differences The following statistics fields are updated only for a stand-alone Finesse deployment with Unified CCE: • callsInQueue • startTimeOfLongestCallInQueue • agentsReady • agentsNotReady • agentsTalkingInbound • agentsTalkingOutbound • agentsTalkingInternal • agentsWrapUpNotReady • agentsWrapUpReady • agentsLoggedOn • agentsBusyOther Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 141 Cisco Finesse Desktop APIs Queue—Get List of Queues for User

Queue API Parameters Notes Possible Values Description Type Parameter — The URI to get a new copy of the Queue object. String uri — A unique identifier for the queue. This identifier is the PeripheralNumber from t_Skill_Group in AWDB. String id — The name of the queue. String name — A list of statistics for the queue. Collection statistics If the queue is not assigned to an agent or supervisor, this value is -1. — The number of calls currently queued to this queue. Integer -->callsInQueue If the queue is not assigned to an agent or supervisor, this value is -1. — The start time of the longest call in the queue. The format for this parameter is YYYY-MM-DDThh:MM:ssZ. String -->startTimeOf LongestCallInQueue If the queue is not assigned to an agent or supervisor, this value is -1. — The number of agents assigned to the queue who are in READY state. Integer -->agentsReady If the queue is not assigned to an agent or supervisor, this value is -1. — The number of agents assigned to the queue who are in NOT_READY state. Integer -->agentsNotReady If the queue is not assigned to an agent or supervisor, this value is -1. — The number of agents assigned to the queue who are in TALKING state on inbound calls. Integer -->agentsTalking Inbound Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 142 Cisco Finesse Desktop APIs Queue API Parameters

Notes Possible Values Description Type Parameter If the queue is not assigned to an agent or supervisor, this value is -1. Outbound calls include non-routed calls placed to external devices that are not monitored by Unified Communications Manager or to devices in a different Unified Communications Manager cluster. Outbound Dialer calls are not included. — The number of agents assigned to the queue who are in TALKING state on outbound calls. Integer -->agentsTalking Outbound If the queue is not assigned to an agent or supervisor, this value is -1. — The number of agents assigned to the queue who are in Talking state on internal calls. Internal calls are consult calls. When an agent on a routed call initiates an internal consult call, this statistic is incremented for the queue associated with the original call. Integer -->agentsTalking Internal If the queue is not assigned to an agent or supervisor, this value is -1. — The number of agents assigned to the queue who are in Work Not Ready state. Integer -->agentsWrapUp NotReady If the queue is not assigned to an agent or supervisor, this value is -1. — The number of agents assigned to the queue who are in Work Ready state. Integer -->agentsWrapUp Ready If the queue is not assigned to an agent or supervisor, this value is -1. — Number of agents currently busy with calls. Integer -->agentsBusyOther Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 143 Cisco Finesse Desktop APIs Queue API Parameters

Notes Possible Values Description Type Parameter If the queue is not assigned to an agent or supervisor, this value is -1. — Number of agents who are currently logged in to the system. Integer -->agentsLoggedOn Queue API Errors Description Error Type Status Unauthorized (for example, the user is not yet authenticated in the Web Session). Authorization Failure 401 The resource specified is invalid or does not exist. Not Found 404 The user ID provided is invalid or is not recongnized. No such user exists in CTI. User Not Found 404 Any runtime exception is caught and responded with this error. Internal Server Error 500 Team The Team object represents a team and contains the URI, team name, and the users associated with the team. The Team object does not contain a full User object for each of the team's users, but a summary object that contains the User uri, loginId, firstName, lastName, ReasonCode, and extension parameters. For more information about these parameters, see User API Parameters. The Team object is structured as follows: <Team> <uri>/finesse/api/Team/34</uri> <id>34</id> <name>My Team</name> <users> <User> <uri>/finesse/api/User/1234/</uri> <loginId>1234</loginId> <firstName>Charles</firstName> <lastName>Brown</lastName> <dialogs>/finesse/api/User/1234/Dialogs</dialogs> <extension>1001001</extension> <pendingState></pendingState> <state>LOGOUT</state> <stateChangeTime>2012-03-01T17:58:21.345Z</stateChangeTime> </User> <User> <uri>/finesse/api/User/1235/</uri> <loginId>1235</loginId> <firstName>Jack</firstName> <lastName>Brawn</lastName> <dialogs>/finesse/api/User/1235/Dialogs</dialogs> <extension>1001002</extension> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 144 Cisco Finesse Desktop APIs Queue API Errors

<pendingState></pendingState> <state>NOT_READY</state> <reasonCode> <category>NOT_READY</category> <code>12</code> <label>Lunch Break</label> <id>1</id> <uri>/finesse/api/ReasonCode/1</uri> </reasonCode> <stateChangeTime>2012-03-01T18:22:25.123Z</stateChangeTime> </User> ...Other Users... </users> </Team> Team APIs Team—Get Team This API allows a user to get a copy of the Team object. The Team object contains the configuration information for a specific team, which includes the URI, the team ID, the team name, and a list of agents who are members of that team. The URI for this API contains the parameter includeLoggedOutAgents. This parameter is optional and can be set to: • True or Empty: Includes all the agents of that team in the list (with the logged out agents). • False: Includes only the logged in agents in the list. https://<FQDN>/finesse/api/Team/<id>?includeLoggedOutAgents=true URI: https://finesse1.xyz.com/finesse/api/Team/10?includeLoggedOutAgents=true Example URI: By default, only administrators and supervisors can access this API. Supervisors can access the information of the teams that they are asigned to and Administrators can access all the teams. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: id (required): The ID of the user includeLoggedOutAgents (optional): Returns the list with all the agents in that team Request Parameters: 200: Success 401: Authorization Failure 404: Not Found 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 145 Cisco Finesse Desktop APIs Team APIs

<Team> <uri>/finesse/api/Team/34</uri> <id>34</id> <name>My Team</name> <users> <User> <uri>/finesse/api/User/1234/</uri> <loginId>1234</loginId> <firstName>Charles</firstName> <lastName>Brown</lastName> <dialogs>/finesse/api/User/1234/Dialogs</dialogs> <extension>1001001</extension> <pendingState></pendingState> <state>LOGOUT</state> <stateChangeTime>2012-03-01T17:58:21.345Z</stateChangeTime> </User> <User> <uri>/finesse/api/User/1235/</uri> <loginId>1235</loginId> <firstName>Jack</firstName> <lastName>Brawn</lastName> <dialogs>/finesse/api/User/1235/Dialogs</dialogs> <extension>1001002</extension> <pendingState></pendingState> <state>NOT_READY</state> <reasonCode> <category>NOT_READY</category> <code>12</code> <label>Lunch Break</label> <id>1</id> <uri>/finesse/api/ReasonCode/1</uri> </reasonCode> <stateChangeTime>2012-03-01T18:22:25.123Z</stateChangeTime> </User> ...Other Users... </users> </Team> Example Response for Unified CCE deployment: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 146 Cisco Finesse Desktop APIs Team—Get Team

<Team> <uri>/finesse/api/Team/34</uri> <id>34</id> <name>My Team</name> <users> <User> <uri>/finesse/api/User/1234/</uri> <loginId>1234</loginId> <firstName>Charles</firstName> <lastName>Brown</lastName> <mediaState>BUSY</mediaState> <dialogs>/finesse/api/User/1234/Dialogs</dialogs> <extension>1001001</extension> <pendingState></pendingState> <state>LOGOUT</state> <stateChangeTime>2012-03-01T17:58:21.345Z</stateChangeTime> </User> <User> <uri>/finesse/api/User/1235/</uri> <loginId>1235</loginId> <firstName>Jack</firstName> <lastName>Brawn</lastName> <dialogs>/finesse/api/User/1235/Dialogs</dialogs> <extension>1001002</extension> <pendingState></pendingState> <state>NOT_READY</state> <reasonCode> <category>NOT_READY</category> <code>12</code> <label>Lunch Break</label> <id>1</id> <uri>/finesse/api/ReasonCode/1</uri> </reasonCode> <stateChangeTime>2012-03-01T18:22:25.123Z</stateChangeTime> </User> ...Other Users... </users> </Team> Example Response for Unified CCX deployment: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Team—Get List of TeamMessages This API allows the user to get a list of all active TeamMessages for a particular team. https://<FQDN>/finesse/api/Team/<teamid>/TeamMessages URI: https://finesse1.xyz.com/finesse/api/Team/5000/TeamMessages Example URI: Agents and Supervisors of the team can use this API. Security Constraints: GET HTTP Method: — Content Type: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 147 Cisco Finesse Desktop APIs Team—Get List of TeamMessages

XML Input/Output Format: — HTTP Request: 200: Success 401: Authorization Failure 404: Not Found 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 148 Cisco Finesse Desktop APIs Team—Get List of TeamMessages

<TeamMessages> <TeamMessage> <uri>/finesse/api/BroadcastMessage/be1598bb-bb2a-4dfc-8c01-91ec10b029af</uri> <id>be1598bb-bb2a-4dfc-8c01-91ec10b029af</id> <createdBy> <id>1001050</id> <firstName>AGENT</firstName> <lastName>1001050</lastName> </createdBy> <createdAt>1537418173</createdAt> <duration>100</duration> <content>content 4</content> <teams> <team>5052</team> <team>5000</team> </teams> </TeamMessage> <TeamMessage> <uri>/finesse/api/TeamMessage/c652fb4f-1f1a-48c8-bc77-2cbab3c9d231</uri> <id>c652fb4f-1f1a-48c8-bc77-2cbab3c9d231</id> <createdBy> <id>1001050</id> <firstName>AGENT</firstName> <lastName>1001050</lastName> </createdBy> <createdAt>1537418172</createdAt> <duration>100</duration> <content>content 4</content> <teams> <team>5052</team> <team>5000</team> </teams> </TeamMessage> <TeamMessage> <uri>/finesse/api/TeamMessage/ea74a0db-efcf-4651-84b1-1d2119509e9f</uri> <id>ea74a0db-efcf-4651-84b1-1d2119509e9f</id> <createdBy> <id>1001050</id> <firstName>AGENT</firstName> <lastName>1001050</lastName> </createdBy> <createdAt>1537418177</createdAt> <duration>100</duration> <content>some content 4</content> <teams> <team>5052</team> <team>5000</team> </teams> </TeamMessage> </broadcastMessages> Example Response: <ApiErrors> <ApiError> <ErrorType>Not Found</ErrorType> <ErrorData>finesse.api.not_found</ErrorData> <ErrorMessage>Team not found.</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 149 Cisco Finesse Desktop APIs Team—Get List of TeamMessages

Team API Parameters Notes Possible Values Description Type Parameter — The URI to get a new copy of the Team object. String uri — The unique identifier for the team. String id — The name of the team. String name — The list of users that belong to this team. Collection users The Team object contains a subset of the User parameters. These parameters include the uri, loginId, firstName, lastName, dialogs, pendingState, state, stateChangeTime, extension, ReasonCode, and mediaState. For information about these parameters, see User API Parameters. — Information about one specific user on the team. Collection -->User Team API Errors Description Error Type Status Unauthorized (for example, the user is not yet authenticated in the Web Session). Authorization Failure 401 The team id is invalid. No such team exists. Not Found 404 Any runtime exception is caught and responded with this error. Internal Server Error 500 TeamResource The TeamResource object represents a team configuration based on Team assignments. The object contains the URI, team ID, and the respective configuration. The agent or supervisor uses the TeamResource APIs to Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 150 Cisco Finesse Desktop APIs Team API Parameters

get copy of the details such as reason codes, wrap-up reasons, media properties layout, phone books, and workflows associated to the team. From Cisco Finesse Release 12.5(1) onwards, the following User APIs are deprecated. These APIs are available for backward compatibility and have lower performance compared to the TeamResouce APIs. • User—Get Reason Code List • User—Get Wrap-Up Reason List • User—Get Media Properties Layout List • User—Get List of Phone Books • User—Get List of Workflows Responses from the TeamResource APIs are valid for all members of the team. For more details, see Cisco Finesse REST APIs, on page 3. TeamResource APIs TeamResource—Get Reason Codes This API allows an agent or supervisor to get the NOT_READY, LOGOUT, and ALL reason codes for a team. The ReasonCodes can be empty (for example, if no reason codes for the specified category exist in the Finesse configuration database). Reason codes that have forAll field set to true apply to all the teams. The category parameter is required when making a request to get reason codes for a team. Note For more information about the ReasonCode object, see ReasonCode, on page 236. https://<FQDN>/finesse/api/TeamResource/<teamId>/ReasonCodes?category=NOT_READY|LOGOUT|ALL URI: https://finesse1.xyz.com/finesse/api/TeamResource/1234/ReasonCodes?category=NOT_READY Example URI: Agents and supervisors who are part of the team can use this API. To get the reason codes for the team, the user must be signed in or provide valid authorization credentials. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 151 Cisco Finesse Desktop APIs TeamResource APIs

— HTTP Request: 200: Success 400: Bad Request (the request body is invalid) 400: Finesse API Error (for example, the object does not exist, the object is stale, or violation of the DB constraint) 401: Authorization Failure 401: Invalid Authorization 404: Not Found (for example, the teamId does not exist or has been deleted) 500: Internal Server Error HTTP Response: <ReasonCodes category="NOT_READY"> <ReasonCode> <uri>/finesse/api/ReasonCode/1234</uri> <category>NOT_READY</category> <code>12</code> <label>Lunch</label> <forAll>true</forAll> </ReasonCode> <ReasonCode> ...Full ReasonCode Object... </ReasonCode> <ReasonCode> ...Full ReasonCode Object... </ReasonCode> </ReasonCodes> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>1234</ErrorData> </ApiError> </ApiErrors> Example Failure Response: TeamResource—Get Wrap-Up Reasons This API allows an agent or supervisor to get all the wrap-up reasons for a team. For more information about the WrapUpReason object, see WrapUpReason, on page 244. https://<FQDN>/finesse/api/TeamResource/<teamId>/WrapUpReasons URI: https://finesse1.xyz.com/finesse/api/TeamResource/1234/WrapUpReasons Example URI: Agents and supervisors who are part of the team can use this API. To get the wrap-up reason for the team, the user must be signed in or provide valid authorization credentials. Security Constraints: GET HTTP Method: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 152 Cisco Finesse Desktop APIs TeamResource—Get Wrap-Up Reasons

— Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request (the request body is invalid) 400: Finesse API Error (for example, the object does not exist, the object is stale, or violation of the DB constraint) 401: Authorization Failure 401: Invalid Authorization 404: Not Found (for example, the teamId does not exist or has been deleted) 500: Internal Server Error HTTP Response: <WrapUpReasons> <WrapUpReason> <label>Successful tech support call</label> <forAll>true</forAll> <uri>/finesse/api/WrapUpReason/1234</uri> </WrapUpReason> ... more wrap-up reasons ... </WrapUpReasons> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>1234</ErrorData> </ApiError> </ApiErrors> Example Failure Response: TeamResource—Get Media Properties Layouts This API allows an agent or supervisor to get the media properties layout configured for the team. https://<FQDN>/finesse/api/TeamResource/<teamId>/MediaPropertiesLayouts URI: https://finesse1.xyz.com/finesse/api/TeamResource/1234/MediaPropertiesLayouts Example URI: Agents and supervisors who are part of the team can use this API. To get the media properties layout for the team, the user must be signed in or provide valid authorization credentials. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 153 Cisco Finesse Desktop APIs TeamResource—Get Media Properties Layouts

200: Success 400: Bad Request (the request body is invalid) 400: Finesse API error (for example, the object does not exist, the object is stale, or violation of the DB constraint) 401: Authorization Failure 401: Invalid Authorization 404: Not Found (for example, the teamId does not exist or has been deleted) 500: Internal Server Error HTTP Response: <MediaPropertiesLayouts> <MediaPropertiesLayout> ... Full MediaPropertiesLayout Object ... </MediaPropertiesLayout> <MediaPropertiesLayout> ... Full MediaPropertiesLayout Object ... </MediaPropertiesLayout> <MediaPropertiesLayout> ... Full MediaPropertiesLayout Object ... </MediaPropertiesLayout> </MediaPropertiesLayouts> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>1234</ErrorData> </ApiError> </ApiErrors> Example Failure Response: TeamResource—Get Phone Books This API allows an agent or supervisor to get phone books and the first associated contacts for the team, based on the defined range (1 to 6000). Contacts are retrieved from the global phone books first, followed by the team phone books, up to the maximum limit of 6000. For more information about the PhoneBook object, see PhoneBook, on page 271. https://<FQDN>/finesse/api/TeamResource/<teamId>/PhoneBooks URI: https://finesse1.xyz.com/finesse/api/TeamResource/1234/PhoneBooks Example URI: Agents and supervisors who are part of the team can use this API. To get the phone book for the team, the user must be signed in or provide valid authorization credentials. Security Constraints: "Range: objects=16000" The range of contacts to retrieve. Additional Headers: GET HTTP Method: — Content Type: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 154 Cisco Finesse Desktop APIs TeamResource—Get Phone Books

XML Input/Output Format: — HTTP Request: 200: Success 206: Partial Content 400: Bad Request (the request body is invalid) 400: Finesse API error (for example, the object does not exist, the object is stale, or violation of the DB constraint) 401: Authorization Failure 401: Invalid Authorization 404: Not Found (for example, the teamId does not exist or has been deleted) 416: Invalid Range Specified. Range must be 1– 6000 objects 500: Internal Server Error HTTP Response: <PhoneBooks> <PhoneBook> <name>PhoneBook1</name> <type>GLOBAL</type> <Contacts> <Contact> ...Full Contact Object... </Contact> ...Full Contact Object... </Contact> </Contacts> </PhoneBook> <PhoneBook> <name>PhoneBook2</name> <type>TEAM</type> <Contacts> <Contact> ...Full Contact Object... </Contact> <Contact> ...Full Contact Object... </Contact> </Contacts> </PhoneBook> </PhoneBooks> Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 155 Cisco Finesse Desktop APIs TeamResource—Get Phone Books

Example <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>1234</ErrorData> </ApiError> </ApiErrors> Example <ApiErrors> <ApiError> <ErrorType>Invalid Input</ErrorType> <ErrorData></ErrorData> <ErrorMessage>Invalid range header format. Format: objects=1-6000</ErrorMessage> </ApiError> </ApiErrors>> Example <ApiErrors> <ApiError> <ErrorType>Invalid Input</ErrorType> <ErrorData></ErrorData> <ErrorMessage>Maximum number of contacts cannot exceed 6000</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: TeamResource—Get Workflows This API allows an agent or supervisor to get the workflows and workflow actions that are assigned to a team. For more information about the Workflow object, see Workflow, on page 286. https://<FQDN>/finesse/api/TeamResource/<teamId>/Workflows URI: https://finesse1.xyz.com/finesse/api/TeamResource/1234/Workflows Example URI: Agents and supervisors who are part of the team can use this API. To get the workflows for the team, the user must be signed in or provide valid authorization credentials. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 156 Cisco Finesse Desktop APIs TeamResource—Get Workflows

200: Success 400: Bad Request (the request body is invalid) 400: Finesse API Error (for example, the object is stale or there is a violation of database constraints) 401: Authorization Failure 401: Invalid Authorization 404: Not Found (for example, the teamId does not exist or has been deleted) 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 157 Cisco Finesse Desktop APIs TeamResource—Get Workflows

Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 158 Cisco Finesse Desktop APIs TeamResource—Get Workflows

<Workflows> <Workflow> <name>google ring pop</name> <description> Pops a Google web page when an agent phone rings</description> <TriggerSet> <type>SYSTEM</type> <name>CALL_ARRIVES</name> <triggers> <Trigger> <Variable> <name>mediaType</name> <node>//Dialog/mediaType</node> <type>CUSTOM</type> </Variable> <comparator>IS_EQUAL</comparator> <value>Voice</value> </Trigger> <Trigger> <Variable> <name>callType</name> <node>//Dialog/mediaProperties/callType</node> <type>CUSTOM</type> </Variable> <comparator>IS_IN_LIST</comparator> <value>ACT_IN,PREROUTE_ACD_IN,PREROUTE_DIRECT_AGENT, TRANSFER,OVERFLOW_IN,OTHER_IN,AGENT_OUT,AGENT_INSIDE, OFFERED,CONSULT,CONSULT_OFFERED,CONSULT_CONFERENCE, CONFERENCE,TASK_ROUTED_BY_ICM,TASK_ROUTED_BY_ APPLICATION</value> </Trigger> <Trigger> <Variable> <name>state</name> <node>//Dialog/participants/Participant/mediaAddress[.=${teamresourceExtension}]/../state</node> <type>CUSTOM</type> </Variable> <comparator>IS_IN_LIST</comparator> <value>ALERTING,ACTIVE,HELD</value> </Trigger> <Trigger> <Variable> <name>fromAddress</name> <node>//Dialog/fromAddress</node> <type>CUSTOM</type> </Variable> <comparator>IS_NOT_EQUAL</comparator> <Variable> <name>teamresourceExtension</name> <type>SYSTEM</type> </Variable> </Trigger> </triggers> </TriggerSet> <ConditionSet> <applyMethod>ALL</applyMethod> <conditions> <Condition> <Variable> <name>callVariable1</name> <type>SYSTEM</type> </Variable> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 159 Cisco Finesse Desktop APIs TeamResource—Get Workflows

<comparator>CONTAINS</comparator> <value>1234</value> </Condition> <Condition> <Variable> <name>teamresource.foo.bar[1]</name> <node>//Dialog/mediaProperties/callvariables/CallVariable/name[.="teamresource.foo.bar[1]"]/../value</node> <type>CUSTOM</type> </Variable> <comparator>IS_NOT_EMPTY</comparator> </Condition> </conditions> </ConditionSet> <workflowActions> <WorkflowAction> <name>Google ring pop</name> <type>BROWSER_POP</type> <params> <Param> <name>windowName</name> <value>google</value> </Param> <Param> <name>path</name> <value>http://www.google.com?a=${CallVariable1}&c=cat&${DNIS}&d=${teamresource.foo.bar[1]}</value> </Param> </params> <actionVariables> <ActionVariable> <name>callVariable1</name> <type>SYSTEM</type> <testValue>apple</testValue> </ActionVariable> <ActionVariable> <name>teamresource.foo.bar[1]</name> <node>//Dialog/mediaProperties/callvariables/CallVariable/name[.="teamresource.foo.bar[1]"]/../value</node> <type>CUSTOM</type> <testValue>1234</testValue> </ActionVariable> </actionVariables> </WorkflowAction> <WorkflowAction> <name>My Delay</name> <type>DELAY</type> <params> <Param> <name>time</name> <value>10</value> </Param> </params> </WorkflowAction> </workflowActions> </Workflow> </Workflows> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 160 Cisco Finesse Desktop APIs TeamResource—Get Workflows

<ApiErrors> <ApiError> <ErrorType>Unauthorized</ErrorType> <ErrorMessage>The team resource is not authorized to perform this operation</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: TeamResource API Parameters Notes Possible Values Description Type Parameter — — Information about the reason codes that are currently associated with this team. Collection ReasonCodes — NOT_READY, LOGOUT, ALL The category of the reason code. String -->category — — The full URI for the reason code. String -->uri — — Numeric code associated with this reason code. Integer -->code — true, false Whether the reason code is global (true) or non-global (false). Boolean -->forAll true, false The reserved status of the reason code Boolean -->systemCode — — The label associated with this reason code. String -->label — — Information about the wrap-up reasons currently associated with this team. String WrapUpReasons — — The URI to get a new copy of the WrapUpReason object. String -->uri Maximum of 39 bytes (which is equal to 39 US English characters). The label must be unique. — The UI label for the wrap-up reason. String -->label Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 161 Cisco Finesse Desktop APIs TeamResource API Parameters

Notes Possible Values Description Type Parameter true, false Whether the wrap-up reason is global (true) or non-global (false). Boolean -->forAll — — Information about the media properties layouts that are currently associated with this team. Collection MediaPropertiesLayouts — — Information about the phone books currently associated with this team. Collection PhoneBooks — — The name of the phone book. String name — GLOBAL, TEAM The type of phone book. String type For more information on Workflow parameters, see Workflow API Parameters, on page 299. — Information about the workflows that are currently associated with this team. Collection Workflows — — Team ID for which layout is requested. String teamid — — Agent or Supervisor for which layout is requested. String role For now, the default value is false. If true, the api returns 501 HTTP Status code. true, false Layout information of the requested user. Boolean fineseLayout TeamResource API Errors Description Error Type Status The request is malformed or incomplete or the extension that is provided is invalid. Bad Request 400 An unaccounted error occurred. The root cause could not be determined. Generic Error 400 Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 162 Cisco Finesse Desktop APIs TeamResource API Errors

Description Error Type Status One of the parameters provided as part of the input is invalid or not recognized (for example, the state for a team) Invalid Input 400 The requested state change is not allowed (for example, a team in LOGOUT state requests a state change to LOGOUT or a supervisor tries to change an agent's state to something other than READY or LOGOUT). Invalid State 400 The extension, state, or requestedAction is not provided. Parameter Missing 400 Unauthorized (for example, the team is not yet authenticated in the Web Session). Authorization Failure 401 The authenticated team tried to make a request for another team. Invalid Authorization 401 Team tried to change to the state that is not supported in the scenario. Invalid State 401 The team that is specified is invalid or does not exist. Not Found 404 The team details provided is invalid or is not recognized. No such team exists in CTI. TeamId Not Found 404 The range that is specified is invalid or does not exist. For example, the maximum number of contacts cannot exceed 6000. Range Not Satisfiable 416 Any run-time exception is caught and responded with this error. Internal Server Error 500 The dependent service is down (for example, the Cisco Finesse Notification Service or Cisco Finesse Database). Finesse is OUT_OF_SERVICE. Service Unavailable 503 ClientLog The ClientLog object is a container element that holds client log data to post to the Finesse server. This object supports a POST operation only. The ClientLog object is structured as follows: <ClientLog> <logData> ...client logs... </logData> </ClientLog> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 163 Cisco Finesse Desktop APIs ClientLog

ClientLog APIs ClientLog—Post to Finesse This API is backward compatible with earlier versions of Finesse, it allows a user to submit client-side logs to the Finesse server. Cisco Finesse Release 12.5(1) onwards, use the CompressedClientLog—Post Compressed Log to Finesse, on page 165 https://<FQDN>/finesse/api/User/<id>/ClientLog URI: https://finesse1.xyz.com/finesse/api/User/1234/ClientLog Example URI: POST HTTP Method: Application/XML Content Type: XML Input/Output Format: <ClientLog> <logData> xxxxxxxxxxxxxxx\n xxxxxxxxxxxxxxx\n </logData> </ClientLog> HTTP Request: id (required): The ID of the user logData (required): The log data that the client sends to the server Request Parameters: 202: Successfully Accepted This response only indicates a successful completion of the request. The request is processed and the actual response is sent as part of a CLIENT_LOG_EVENT that contains empty data elements and a matching requestId. Note 400: Parameter Missing 400: Invalid Input 400: Operation Failure 401: Authorization Failure 401: Invalid Authorization User Specified 405: Method Not Available HTTP Response: <ApiErrors> <ApiError> <ErrorType>User Not Found</ErrorType> <ErrorMessage>UNKNOWN_USER</ErrorMessage> <ErrorData>4023</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 164 Cisco Finesse Desktop APIs ClientLog APIs

CompressedClientLog—Post Compressed Log to Finesse This API allows a user to submit compressed logs to the Cisco Finesse server. The server saves the compressed data in a zip file format. https://<FQDN>/finesse/api/User/<id>/CompressedClientLog URI: https://finesse1.xyz.com/finesse/api/ User/1234/CompressedClientLog Example URI: POST HTTP Method: multipart/form-data When you send zip files, select Content Type as form-data. Note Content Type: Binary/XML Input/Output Format: HTTP Clients have to construct HTTP multipart requests to upload a zip file. The zip file size cannot exceed 1 megabyte. HTTP Request: 201: Created 400: Bad Request 401: Authorization Failure HTTP Response: — Example Response: 400 (BAD REQUEST) <ApiErrors> <ApiError> <ErrorType>Invalid Input</ErrorType> <ErrorData>LOG_DATA</ErrorData> <ErrorMessage>Compressed File Size exceeds max allowed size</ErrorMessage> </ApiError> </ApiErrors> 401(Unauthorized) <ApiErrors> <ApiError> <ErrorType>Unauthorized</ErrorType> <ErrorMessage>Unauthorized to scheduled client log collection.</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 165 Cisco Finesse Desktop APIs CompressedClientLog—Post Compressed Log to Finesse

ClientLog API Parameters Notes Possible Values Description Type Parameter Maximum of 12 characters. The user must be configured in Unified CCE or Unified CCX. — The ID of the user. The ClientLog API uses the id in the name of the log file created on the Finesse server. String id Must not exceed 1,048,576 characters. The user must be authorized to perform the POST operation. — The log data that the client sends to the Finesse server to be stored as a log file. String logData ClientLog API Errors Description Error Type Status The logData parameter is not present. Parameter Missing 400 The size of the logData exceeds 1,048,576 characters. Invalid Input 400 The POST client log operation failed. Operation Failure 400 The user is not yet authenticated in the Web Session. Authorization Failure 401 The authenticated user tried to make a request for another user. Invalid Authorization User Specified 401 GET or PUT HTTP method not allowed for client-side log collection. Method Not Allowed 405 Task Routing APIs Task Routing APIs provide a standard way to request, queue, route, and handle third-party multichannel tasks in CCE. Contact Center customers or partners can develop applications using SocialMinerCustomer Collaboration Platform and Finesse APIs in order to use Task Routing. The SocialMinerCustomer Collaboration Platform Task API enables applications to submit nonvoice task requests to CCE. The Finesse APIs enable agents to sign into different types of media and handle the tasks. Agents sign into and manage their state in each media independently. Cisco partners can use the sample code available on Cisco DevNet as a guide for building these applications (https://developer.cisco.com/site/task-routing/). For Finesse, the APIs used for Task Routing include the Media APIs and some of the Dialog and User APIs. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 166 Cisco Finesse Desktop APIs ClientLog API Parameters

This API is only supported for a stand-alone Finesse deployment with Unified CCE and not applicable for coresident Finesse deployment with Unified CCX. Note Media The Media object represents a user's state in a Media Routing Domain (MRD). The Media object is structured as follows: <Media> <uri>/finesse/api/User/1001004/Media/5000</uri> <description>Chat MRD</description> <dialogLogoutAction>CLOSE</dialogLogoutAction> <id>5000</id> <interruptible>true</interruptible> <maxDialogLimit>10</maxDialogLimit> <name>Cisco_Chat_MRD</name> <ReasonCode> <category>NOT_READY</category> <code>10</code> <forAll>true</forAll/> <id>16</id> <label>Team Meeting</label> <uri>/finesse/api/ReasonCode/16</uri> </ReasonCode> <reasonCodeId>16</reasonCodeId> <routable>true</routable> <state>NOT_READY</state> <stateChangeTime>2015-09-11T06:55:14.782Z</stateChangeTime> </Media> Media APIs Media—Sign In The Media—Sign In API allows a user to sign in to an individual non-voice Media Routing Domain (MRD) on CCE. If the response is successful, the user is signed in to Finesse and is automatically placed in NOT_READY state and made routable for that MRD. Routable means that CCE is allowed to assign an agent tasks in the MRD. If five consecutive sign-ins fail due to an incorrect password, Finesse blocks access to the user account for a period of 5 minutes. If a user is already signed in and attempts to sign in again, the user receives an error. Some parameters used in this API are only known to the Finesse side on which the user signed in. If the user switches sides, the user must sign in again to have this functionality work correctly. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 167 Cisco Finesse Desktop APIs Media

Finesse does not support a user staying signed in to both Finesse servers at the same time, through either the REST API or XMPP subscriptions. The user XMPP presence determines which side a user is signed into, in order to perform actions on the user's behalf. These actions include transferring nonvoice dialogs automatically and either accepting or ignoring interrupts. Finesse transfers nonvoice dialogs automatically if an agent does not accept a dialog within the StartTimeout threshold for the MRD, and if the agent is set to transfer dialogs on sign out in the MRD. Important https://<FQDN>/finesse/api/User/<id>/Media/<mrdId> URI: https://finesse1.xyz.com/finesse/api/User/1234/Media/5001 Example URI: Users can only act on their own Media objects. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <Media> <maxDialogLimit>10</maxDialogLimit> <state>LOGIN</state> <interruptAction>ACCEPT</interruptAction> <dialogLogoutAction>CLOSE</dialogLogoutAction> </Media> HTTP Request: id (required): The ID of the user mrdId (required): The ID of the MRD maxDialogLimit (required): The maximum number of concurrent dialogs this user is allowed to handle in the MRD. Each dialog represents a task. state (required): The new state that the user wants to be in (LOGIN) interruptAction (required): Defines the behavior when an agent is handling a task in an interruptible MRD and is interrupted by a task or call from a non-interruptible MRD. Finesse can ACCEPT the interrupt; the agent is put into INTERRUPTED state and cannot work on dialogs in the interrupted MRD. Finesse can IGNORE the interrupt; the agent's state does not change and the agent can continue to work on the dialogs in the MRD. dialogLogoutAction(optional): Determines whether to TRANSFER or CLOSE active tasks when an agent logs out of the MRD. If not specified, this parameter is set to CLOSE. Request Parameters: requestId: A user provided unique string used to correlate originating request with the resulting HTTP response or asynchronous error. This parameter is not part of the resulting event/events. Header Parameters: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 168 Cisco Finesse Desktop APIs Media—Sign In

202: Successfully Accepted The requestId is included in the response header if provided. This response only indicates successful completion of the request. The request is processed and the actual response is sent as part of a media notification. Note 400: Bad Request (for example, malformed or incomplete request) 400: Parameter Missing 401: Unauthorized (for example, the user is not authenticated in the Web Session) 404: Not Found (for example, the user ID or mrdId is not known) 503: Service Unavailable (for example, the Notification Service is not running) HTTP Response: <ApiErrors> <ApiError> <ErrorData>1</ErrorData> <ErrorMedia>5001</ErrorMedia> <ErrorMessage>E_ARM_STAT_AGENT_ALREADY_LOGGED_IN</ErrorMessage> <ErrorType>Agent already logged into MRD</ErrorType> </ApiError> </ApiErrors> Example Failure Response: Media notification Notifications Triggered: Asynchronous Errors If an error occurs after the initial validation is complete, an error notification is sent over XMPP to the Media notification. The requestId is included in the response XML. The ErrorMedia parameter in the ApiError information indicates the Media Routing Domain to which the error applies. Media—Change State or Sign Out This API allows a user to change state in or sign out of an individual nonvoice Media Routing Domain. See Agent States for Nonvoice Media, on page 178 for information about the agent states you can set with this API. Users can sign out with active tasks. The user's tasks are either automatically transferred or closed, depending on the way the MRD was configured when the user signed in through the Media - Sign In API. To transfer tasks, Finesse resubmits the tasks into the system as new tasks. https://<FQDN>/finesse/api/User/<id>/Media/<mrdId> URI: https://finesse1.xyz.com/finesse/api/User/1234/Media/5001 Example URI: Agents and supervisors can use this API. Users can only act on their own Media objects. Security Constraints: PUT HTTP Method: Application/XML Content Type: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 169 Cisco Finesse Desktop APIs Media—Change State or Sign Out

XML Input/Output Format: <Media> <state>LOGOUT</state> </Media> HTTP Request: id (required): The ID of the user mrdId (required): The ID of the MRD state (required): The new state that the user wants to be in (READY, NOT_READY, LOGIN, or LOGOUT) Request Parameters: requestId: A user provided unique string used to correlate originating request with the resulting HTTP response or asynchronous error. This parameter is not part of the resulting event/events. Header Parameters: 202: Successfully Accepted The requestId is included in the response header if provided. This response only indicates successful completion of the request. The request is processed and the actual response is sent as part of a media notification. Note 400: Bad Request (for example, malformed or incomplete request) 401: Unauthorized (for example, the user is not authenticated in the Web Session) 404: Not Found (for example, the user ID or mrdId is not known) 503: Service Unavailable (for example, the Notification Service is not running) HTTP Response: <ApiErrors> <ApiError> <ErrorData>6</ErrorData> <ErrorMedia>5001</ErrorMedia> <ErrorMessage>E_ARM_STAT_AGENT_NOT_LOGGED_IN</ErrorMessage> <ErrorType>Agent is not logged in</ErrorType> </ApiError> </ApiErrors> Example Failure Response: Media notification The system ignores requests to change agent state from READY to READY; these requests do not trigger a notification. Note Notifications Triggered: Asynchronous Errors If an error occurs after the initial validation is complete, an error notification is sent over XMPP to the Media notification. The requestId is included in the response XML. The ErrorMedia parameter in the ApiError information indicates the Media Routing Domain to which the error applies. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 170 Cisco Finesse Desktop APIs Media—Change State or Sign Out

Media—Change Agent State with Reason Code This API allows a user to change the agent state in an individual non-voice Media Routing Domain, and pass along the code value of a corresponding reason code. Users can use this API only when changing state to NOT_READY or LOGOUT. https://<FQDN>/finesse/api/User/<id>/Media/<mrdId> URI: https://finesse1.xyz.com/finesse/api/User/1234/Media/5001 Example URI: Agents and supervisors can use this API. Users can only act on their own Media objects. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <Media> <state>NOT_READY</state> <reasonCodeId>1001</reaasonCodeId> </Media> HTTP Request: id (required): The ID of the user mrdId (required): The ID of the Media Routing Domain reasonCodeId (required if reason codes are configured for the given state): The database ID for the reason code state (required): The new state that the user wants to be in (NOT_READY or LOGOUT) Request Parameters: requestId: A user provided unique string used to correlate originating request with the resulting HTTP response or asynchronous error. This parameter is not part of the resulting event/events. Header Parameters: 202: Successfully Accepted The requestId is included in the response header if provided. This response only indicates successful completion of the request. The request is processed and the actual response is sent as part of a media notification. Note 400: Bad Request (for example, malformed or incomplete request) 400: Parameter Missing 401: Unauthorized (for example, the user is not authenticated in the Web Session) 404: Not Found (for example, the user ID or mrdId is not known) 503: Service Unavailable (for example, the Notification Service is not running) HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 171 Cisco Finesse Desktop APIs Media—Change Agent State with Reason Code

<ApiErrors> <ApiError> <ErrorData>1</ErrorData> <ErrorMedia>5001</ErrorMedia> <ErrorMessage>E_ARM_STAT_AGENT_ALREADY_LOGGED_IN</ErrorMessage> <ErrorType>Agent already logged into MRD</ErrorType> </ApiError> </ApiErrors> Example Failure Response: Media notification Notifications Triggered: Asynchronous Errors If an error occurs after the initial validation is complete, an error notification is sent over XMPP to the Media notification. The requestId is included in the response XML. The ErrorMedia parameter in the ApiError information indicates the Media Routing Domain to which the error applies. Media—Change Agent to Routable/Not Routable The Media—Change Agent to Routable/Not Routable API allows a user to set an agent's routable mode in a Media Routing Domain. Routable mode determines whether CCE can route tasks to an agent in a Media Routing Domain. When the routable parameter is set to true, the agent is routable. CCE can assign task to the agent in that MRD. When the routable parameter is set to false, the agent is not routable. CCE cannot assign tasks to the agent in that MRD. Make the agent not routable to stop sending tasks to the agent without changing the agent's state to NOT_READY. If an agent changes to NOT_READY state while still working on tasks, those tasks appear ended in CCE reports; time spent working on the tasks after going Not Ready is not counted. You may want to make the agent not routable near the end of the agent's shift, to allow the agent to finish final tasks without being assigned more tasks and to report accurately on those final tasks. In a RONA situation, in which a task is resubmitted because an agent does not accept a task within the MRD's Start Timeout threshold, Finesse automatically makes the agent not routable. If a user sets the agent's mode to not routable when an agent has pending incoming tasks or has not started an accepted task, the agent's mode does not change until the agent has started these tasks. The agent's mode is set to routable automatically when the agent signs in, and when the agent changes to READY state. https://<FQDN>/finesse/api/User/<id>/Media/<mrdId> URI: https://finesse1.xyz.com/finesse/api/User/1234/Media/5001 Example URI: Users can only act on their own Media objects. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 172 Cisco Finesse Desktop APIs Media—Change Agent to Routable/Not Routable

<Media> <routable>true</routable> </Media> HTTP Request: id (required): The ID of the user mrdId (required): The ID of the MRD routable(required): Indicates whether CCE can route tasks to the user in the MRD. Request Parameters: requestId: A user provided unique string used to correlate originating request with the resulting HTTP response or asynchronous error. This parameter is not part of the resulting event/events. Header Parameters: 202: Successfully Accepted The requestId is included in the response header if provided. This response only indicates successful completion of the request. The request is processed and the actual response is sent as part of a media notification. Note 400: Bad Request (for example, invalid input for parameters) 400: Parameter Missing 401: Unauthorized (for example, the user is not authenticated in the Web Session) 404: Not Found (for example, the user ID or mrdId is not known) 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorData>1</ErrorData> <ErrorMedia>5001</ErrorMedia> <ErrorMessage>E_ARM_STAT_ALREADY_IN_REQUESTED_AGENT_MODE</ErrorMessage> <ErrorType>Agent already in requested mode</ErrorType> </ApiError> </ApiErrors> Example Failure Response: Media notification Notifications Triggered: Asynchronous Errors If an error occurs after the initial validation is complete, an error notification is sent over XMPP to the Media notification. The requestId is included in the response XML. The ErrorMedia parameter in the ApiError information indicates the Media Routing Domain to which the error applies. Media—Change Agent from Work State to Active This API allows a user to change the agent state from WORK state to active (READY or NOT_READY), which is automatically computed by Unified CCE. Users can only use this API when an agent state is WORK. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 173 Cisco Finesse Desktop APIs Media—Change Agent from Work State to Active

For more information on preventing non-voice task RONAs during CTI reconnect, see CTI Failover section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/ finesse/products-maintenance-guides-list.html. https://<FQDN>/finesse/api/User/<id>/Media/<mrdId> URI: https://finesse1.xyz.com/finesse/api/User/1234/Media/5001 Example URI: Agents and supervisors can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <Media> <mediaConnected>true</mediaConnected> </Media> HTTP Request: id (required): The ID of the user mrdId (required): The ID of the MRD mediaConnected (required): Indicates media connection to Finesse server. The mediaConnected value can only be set to true and is only intended to be used post initialization of the non-voice channel if the agent is found to be in WORK mode. Note Request Parameters: requestId: User provides a unique string that is used to correlate the originating request with the resulting HTTP response or asynchronous error. This parameter is not part of the resulting event or the events. Header Parameters: 202: Successfully Accepted The requestId is included in the response header, if provided. This response only indicates the successful completion of the request. The request is processed and the actual response is sent as part of a media notification. Note 400: Bad Request (for example, malformed or incomplete request) 401: Unauthorized (for example, the user is not authenticated in the Web Session) 404: Not Found (for example, the user ID or mrdId is not known) 503: Service Unavailable (for example, the Notification Service is not running) HTTP Response: <ApiErrors> <ApiError> <ErrorType>finesse.api.media.not_configured</ErrorType> <ErrorData>finesse.api.not_found</ErrorData> <ErrorMessage>MediaDomain Information Does Not Exists in Finesse for Id: 500</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 174 Cisco Finesse Desktop APIs Media—Change Agent from Work State to Active

Asynchronous Errors If an error occurs after the initial validation is complete, an error notification is sent over XMPP to the Media notification. The requestId is included in the response XML. The ErrorMedia parameter in the ApiError information indicates the Media Routing Domain to which the error applies. Media—Get Media This API allows a user to get a copy of a Media object for a specified agent. This API can be used to return only nonvoice Media objects. https://<FQDN>/finesse/api/User/<id>/Media/<mrdId> URI: https://finesse1.xyz.com/finesse/api/User/1234/Media/5001 Example URI: Users can only act on their own Media objects. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: id (required): The ID of the user mrdId (required): The ID of the Media Routing Domain Request Parameters: 200: Success 400: Bad Request (for example, malformed or incomplete request) 400: Parameter Missing 401: Unauthorized (for example, the user is not authenticated in the Web Session) 404: Not Found (for example, the user ID or mrdId is not known) HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 175 Cisco Finesse Desktop APIs Media—Get Media

Response if the agent is assigned to skill groups in the Media Routing Domain: <Media> <uri>/finesse/api/User/1001004/Media/5000</uri> <description>Chat MRD</description> <dialogLogoutAction>CLOSE</dialogLogoutAction> <id>5000</id> <interruptible>false</interruptible> <maxDialogLimit>10</maxDialogLimit> <name>Cisco_Chat_MRD</name> <ReasonCode> <category>NOT_READY</category> <code>10</code> <forAll>true</forAll/> <id>16</id> <label>Team Meeting</label> <uri>/finesse/api/ReasonCode/16</uri> </ReasonCode> <reasonCodeId>16</reasonCodeId> <routable>true</routable> <state>NOT_READY</state> <stateChangeTime>2015-09-11T06:55:14.782Z</stateChangeTime> <interruptAction>IGNORE</interruptAction> </Media> Response if the agent is not assigned to skill groups in the Media Routing Domain: <Media> <uri>/finesse/api/User/1001004/Media/5002</uri> <description>Chat MRD</description> <id>5002</id> <interruptible>false</interruptible> <name>Cisco_Chat_MRD2</name> </Media> Example HTTP Response <ApiErrors> <ApiError> <ErrorData>1002001</ErrorData> <ErrorMessage>The user specified in the authentication credentials and the uri don't match</ErrorMessage> <ErrorType>Invalid Authorization User Specified</ErrorType> </ApiError> </ApiErrors> Example Failure Response: Media—Get List This API allows a user to get a list of Media objects for all nonvoice Media Routing Domains (MRDs) associated with an agent. The media object also includes the agent's state information for that MRD. The agent association with an MRD is determined via membership in skill groups associated with the MRD. https://<FQDN>/finesse/api/User/<id>/Media URI: https://finesse1.xyz.com/finesse/api/User/1234/Media Example URI: Users can only act on their own Media objects. Security Constraints: GET HTTP Method: — Content Type: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 176 Cisco Finesse Desktop APIs Media—Get List

XML Input/Output Format: — HTTP Request: id (required): The ID of the user Request Parameters: 200: Success 400: Bad Request (for example, malformed or incomplete request) 400: Parameter Missing 401: Unauthorized (for example, the user is not authenticated in the Web Session) 404: Not Found (for example, the user ID is not known) HTTP Response: <MediaList> <Media> ...Full Media Object ... </Media> <Media> ...Full Media Object ... </Media> </MediaList> Example HTTP Response <ApiErrors> <ApiError> <ErrorData>1002001</ErrorData> <ErrorMessage>The user specified in the authentication credentials and the uri don't match</ErrorMessage> <ErrorType>Invalid Authorization User Specified</ErrorType> </ApiError> </ApiErrors> Example Failure Response: MediaDomain—Get List This API allows a user to get a list of all Media Domain objects configured on Unified CCE. https://<FQDN>/finesse/api/MediaDomain URI: https://finesse1.xyz.com/finesse/api/MediaDomain Example URI: Only administrators can use this API Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 177 Cisco Finesse Desktop APIs MediaDomain—Get List

<MediaDomainList> <MediaDomain> <description>Default Media Routing Domain for Cisco_Voice</description> <id>1</id> <interruptible>false</interruptible> <maxDialogDuration>0</maxDialogDuration> <name>Cisco_Voice</name> </MediaDomain> <MediaDomain> <description /> <id>5000</id> <interruptible>true</interruptible> <maxDialogDuration>28800</maxDialogDuration> <name>Cisco_Chat_MRD</name> </MediaDomain> <MediaDomain> <description /> <id>5003</id> <interruptible>false</interruptible> <maxDialogDuration>60</maxDialogDuration> <name>Cisco_Twitter_MRD</name> </MediaDomain> </MediaDomainList> Example HTTP Response <ApiErrors> <ApiError> <ErrorType>Internal Server Error</ErrorType> <ErrorMessage>Runtime Exception</ErrorMessage> <ErrorData></ErrorData> </ApiError> </ApiErrors> Example Failure Response: Agent States for Nonvoice Media Users can set the following states with the Media APIs: • LOGIN • READY • NOT_READY • LOGOUT Users enter the following states automatically while on a task. Users cannot place themselves in these states. For example, agents enter ACTIVE state when they accept a task. • RESERVED • ACTIVE • PAUSED • INTERRUPTED • WORK_READY The agent enters WORK_NOT_READY state automatically if the Finesse server on which the agent is signed in disconnects. When agent signs in again or Finesse side reconnects to CCE, the agent is moved out of the WORK_NOT_READY state. This state cannot be set from the agent desktop. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 178 Cisco Finesse Desktop APIs Agent States for Nonvoice Media

If an agent is configured to work on a maximum of one task in an MRD, the agent's state in the MRD reflects the agent's activity on that task. However, an agent can be configured to work on several tasks at once in an MRD. The following state hierarchy determines the agent's state in that MRD: 1. LOGIN/LOGOUT 2. READY/NOT_READY 3. INTERRUPTED 4. ACTIVE 5. WORK_READY 6. PAUSED 7. RESERVED Consider this state hierarchy example. An agent is handling three tasks in an interruptible MRD: • Task 1 = PAUSED • Task 2 = WORK_READY • Task 3 = ACTIVE Based on the state hierarchy, the agent's overall state in the MRD is ACTIVE. If a task from another MRD then interrupts this MRD, the agent's state in this MRD changes to INTERRUPTED. The table describes the agent states for nonvoice MRDs. Allowed Actions State Information State None; the user transitions to NOT_READY automatically The agent's state immediately after signing in. No tasks are assigned to an agent while in this state. The LOGIN state is a transitive state; LOGIN triggers a change that results in a new state (NOT_READY). LOGIN • READY • LOGOUT The agent won't be assigned tasks. The agent enters NOT_READY state automatically after signing in. For accurate task durations in reports, do not change agents to NOT_READY state while they have active tasks. Instead, make the agent not routable to stop assigning tasks to the agent. An agent cannot change to NOT_READY state if the agent has a pending incoming task. The agent has a pending task if Finesse has an offered dialog for that agent. NOT_READY Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 179 Cisco Finesse Desktop APIs Agent States for Nonvoice Media

Allowed Actions State Information State • NOT_READY • LOGOUT The agent will be assigned tasks. The agent currently doesn't have any tasks. The agent is automatically made routable when the agent enters READY state. When an agent completes all tasks in the MRD, the agent's state returns to the READY. READY • NOT_READY • LOGOUT The agent has been interrupted in this MRD by a task from another MRD. An agent can be interrupted from ACTIVE, WORK_READY, PAUSED, and RESERVED states. The agent cannot perform dialog actions while INTERRUPTED. This state is only applicable for interruptible MRDs in which the agent was configured to accept interrupts when signing into the MRD. INTERRUPTED • NOT_READY • LOGOUT The agent has accepted at least one offered task. The agent can also have one or more of the following: • Paused tasks • Offered tasks • Tasks for which the agent is performing wrap-up work ACTIVE • NOT_READY • LOGOUT The agent is performing wrap-up work for all tasks, or is performing wrap-up work for at least one task and has one or more paused tasks. WORK_READY • NOT_READY • LOGOUT The agent has paused all tasks. PAUSED • NOT_READY • LOGOUT The agent has been assigned one or more tasks by CCE, but has not accepted the tasks. The agent does not have active or paused tasks, and is not performing wrap-up work for any tasks. RESERVED LOGIN The agent signed out of the MRD. If the agent signs out with active tasks, Finesse either closes or transfers the tasks depending on how the dialogLogoutAction parameter was set for the MRD when the agent signed in. LOGOUT Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 180 Cisco Finesse Desktop APIs Agent States for Nonvoice Media

Allowed Actions State Information State None The Finesse server on which the agent is signed in disconnected. When an agent fails over to the secondary Finesse server, the agent must sign in to the media again. The agent's state after signing in is determined based on the state of the agent's assigned tasks. If the agent doesn't have tasks, the agent is put in NOT_READY state. WORK_NOT_READY Media API Parameters For parameters specified when a user signs in, including maxDialogLimit, interruptAction, and dialogLogoutAction, the setting for the parameter is correct only when the user is signed in. Note Notes Possible Values Description Type Parameter — The URI to get a new copy of the Media object. String uri Any special XML characters in the description are escaped. For example, "<" is replaced with "&lt;". — A description of the Media Routing Domain (MRD) String description — — The ID of the user. String id The size is determined by Unified CCE. — The ID of the MRD. String mrdId Unified CCE only. true Indicates media connection to Finesse server. Boolean mediaConnected — true, false Whether a task in this MRD can be interrupted by a task from another MRD. Boolean interruptible The maximum value for this parameter is 10. 1–10 The maximum number of concurrent dialogs this user is allowed to handle in this MRD. Each dialog represents a task. Integer maxDialogLimit — — The name of the MRD. String name Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 181 Cisco Finesse Desktop APIs Media API Parameters

Notes Possible Values Description Type Parameter — — The earlier sentence was A user provided unique string used to correlate originating request with the resulting HTTP response or asynchronous error. This parameter isn’t part of the resulting event/events. String requestId — — Information about the reason code currently associated with this user. Collection ReasonCode — NOT_READY The category of the reason code. String -->category — — CTI code associated with this reason code. Integer -->code — true, false Whether the reason code is global (true) or nonglobal (false). Boolean -->forAll — — The ID of the reason code. Integer -->id — — The label associated with this reason code. String -->label — — The full URI for the reason code. String -->uri Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 182 Cisco Finesse Desktop APIs Media API Parameters

Notes Possible Values Description Type Parameter The value of the reasonCodeId may be -1 in the following cases: • The agent logged out. • No reason codes are configured for the category. • The agent has signed in (transitioned from LOGIN to NOT_READY) • A failover occurred. The agent is in NOT_READY state but Finesse couldn’t recover the reasonCode used before failover. If the user hasn’t selected the reason code, this parameter is empty. Otherwise, the value of this parameter is the database ID for the selected reason code. The database ID for the reason code that indicates why the user is in the current state in this MRD. Integer reasonCodeId — true, false Indicates whether CCE can route the tasks to the user in this MRD. When the agent is routable (true), CCE can route tasks to the user. When the agent isn’t routable (false), CCE can’t route tasks to the agent. Boolean routable — LOGIN, NOT_READY, READY, LOGOUT, RESERVED, ACTIVE, PAUSED, WORK_READY, INTERRUPTED, WORK_NOT_READY The state for this user in this MRD. String state Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 183 Cisco Finesse Desktop APIs Media API Parameters

Notes Possible Values Description Type Parameter This parameter is empty if the time of the state change isn’t available (if no agent state change notification was received yet). — The time at which the state of the user changed to the current state in this MRD. The format for this parameter is YYYY-MM-DDThh:MM:ss. SSSZ. String stateChangeTime This parameter reflects the configured setting only if you’re performing a GET on the Finesse server that the user is signed in to. ACCEPT, IGNORE This parameter only applies to interruptible MRDs. It is ignored for noninterruptible MRDs. An agent setting that defines the behavior when an agent is handling a task in an interruptible MRD and is interrupted by a task or call from a non-interruptible MRD. ACCEPT: The MRD accepts the interrupt event. The agent state is INTERRUPTED in the interruptible MRD and the agent can’t perform any actions on dialogs in that MRD. IGNORE: The MRD doesn’t accept the interrupt event. The agent state doesn’t change in the interruptible MRD and the agent can continue to perform actions on dialogs in that MRD. String interruptAction Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 184 Cisco Finesse Desktop APIs Media API Parameters

Notes Possible Values Description Type Parameter This parameter reflects the configured setting only if you’re performing a GET on the Finesse server that the user is signed in to. CLOSE, TRANSFER An agent setting that determines whether active tasks are closed or transferred when an agent logs out of an MRD. CLOSE (default): Active tasks are closed when an agent logs out. Finesse sends Customer Collaboration Platform the task-handled events. CCE determines the correct disposition codes for the closed task. TRANSFER: Active tasks are transferred using Customer Collaboration Platform when an agent logs out. Finesse puts the dialogs in the CLOSED state with the CD_TASK_TRANSFERRED_ AGENT_LOGOUT disposition code. String dialogLogoutAction Media API Errors For synchronous errors, the Media APIs include the requestId in the error response. Description Error Type Status The request is malformed or incomplete. Bad Request 400 An unaccounted for error occurred. The root cause could not be determined. Generic Error 400 One of the parameters provided as part of the user input is invalid or not recognized. Invalid Input 400 The state or requestedAction is not provided. Parameter Missing 400 Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (for example, an agent tries to use an API that only a supervisor or administrator is authorized to use). Authorization Failure 401 The authenticated user tried to make a request for another user. Invalid Authorization User Specified 401 A supervisor tried to change the state of an agent who does not belong to that supervisor's team. Invalid Supervisor 401 The resource specified is invalid or does not exist. Not Found 404 Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 185 Cisco Finesse Desktop APIs Media API Errors

Description Error Type Status A dependent service is down (for example, the Cisco Finesse Notification Service or Cisco Finesse Database). Finesse is OUT_OF_SERVICE. Service Unavailable 503 Dialog APIs for Nonvoice Tasks Supported Functionality for Voice and Nonvoice Dialogs The following are the major differences between supported functionality for voice and nonvoice dialogs: • Users cannot initiate nonvoice dialogs; nonvoice dialogs are always incoming. • Nonvoice dialogs can be blind transferred only. Direct transfer is not supported. • Nonvoice dialogs support only one agent participant. Consult and conference are not supported. Dialog Object and Parameters for Nonvoice Tasks The same Dialog object is used for voice calls and nonvoice tasks. The Dialog object includes mediaId and mediaType parameters that indicate the Media Routing Domain with which the dialog is associated. Some of the Dialog parameters used for voice calls, such as callType and mediaAddressType, are not applicable for nonvoice tasks; these parameters are not returned. The dialog id format is different for voice calls and nonvoice tasks. The nonvoice dialog id contains underscores (for example, 151635_312_1). Voice dialog ids do not contain underscores (for example, 16804377). The Dialog section of the Finesse Desktop APIs chapter describes the differences in the Dialog object for voice calls and nonvoice tasks. It also explains the parameters and parameter values used for nonvoice tasks. Dialog APIs for Nonvoice Tasks Most Dialog APIs are restricted to voice media. You can use Dialog - Take Action on Participant API to handle nonvoice dialogs. This API supports the following allowable actions for nonvoice tasks. Description Action Allows an agent to accept an incoming task. ACCEPT Allows an agent to start work on an accepted task. START Allows an agent to pause an active task. PAUSE Allows an agent to resume a paused task. RESUME Allows an agent to transfer an accepted, active, or paused task to another Script Selector/dialed number. TRANSFER Allows an agent to perform wrap up work for a task. WRAP_UP Allows an agent to end a task. CLOSE Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 186 Cisco Finesse Desktop APIs Dialog APIs for Nonvoice Tasks

For nonvoice tasks, dialog actions result only in Finesse reporting the state to CCE. The application is responsible for enforcing that state within the application. For example, if a user pauses an email dialog using the Dialog - Take Action on Participant API, the dialog state PAUSED is reported to CCE. However, if the application still displays the user interface to work on the email, the agent can continue to work on the email. The application must enforce the PAUSED state by preventing agent from working on the email in the user interface. Important Notifications Finesse sends a Dialogs/Media notification when information (or an action) changes for a nonvoice task to which the user belongs. If a nonvoice dialog operation results in an asynchronous error, the error is returned in a Dialogs/Media notification. The notification includes the error type, error code, and error constant. The ErrorMedia parameter indicates the Media RoutingDomain to which the error applies. For an interruptible Media Routing Domain configured to accept interrupts, Finesse sends only a Media state change when an agent is interrupted in that MRD. It does not send Dialogs/Media notifications with the action list modified to reflect the fact that actions not permitted on the tasks in that media. The state change is the only indication to the Finesse applications that no actions are allowed on the interrupted dialogs. Important Interactions with Customer Collaboration Platform Finesse connects to Customer Collaboration Platform in order to resubmit tasks into the system for these reasons: • The agent transfers a task. • A task RONAs while waiting to be accepted by an agent. Finesse automatically resubmits the task to Customer Collaboration Platform. • An agent signs out with tasks. The agent was configured to transfer tasks on logout. Finesse automatically resubmits the task to Customer Collaboration Platform. The original dialog is closed with an appropriate disposition code, and the task is resubmitted as a new task request. For automatic task resubmissions due to RONA and agent logout, the Finesse server on which the agent was last signed in initiates the request. User APIs for Nonvoice Tasks Most User APIs are restricted to voice media. Several of them, described here, can be used with nonvoice media. User- Get List of Dialogs APIs You can use User - Get List of Dialogs (Nonvoice Only) to get a list of only nonvoice dialogs for a user. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 187 Cisco Finesse Desktop APIs User APIs for Nonvoice Tasks

To get a list of both voice and nonvoice dialogs for a user, use the User - Get List of Dialogs (Voice Only by Default) API. User - Sign Out and User - Change State with Reason Code APIs You can sign a user out of all Media Routing Domains when the user signs out of the desktop, using either the User - Sign Out API or the User - Change State with Reason Code API. The desktop sign out fails only if the voice MRD sign out fails; it is not impacted by nonvoice MRD sign out failure. Single Sign-On Single Sign-On (SSO) is a mechanism to authenticate users across software systems using a common LDAP identity and this common authentication service provides a token. Multiple applications use this token to authenticate the user across preconfigured applications. The Single Sign-On (SSO) APIs are used in the Finesse desktop for token related operations and are ready to use in an out of the box Finesse deployment. Third-party desktop applications have to use these APIs independently for SSO token related operations. Single Sign-On Components The following are the SSO components: Identity Provider (IdP) • IdP is an application that creates, maintains, and manages identity information for users. • IdP offers the user authentication as a service. Third-party applications (for example, web applications) outsource the user authentication mechanism to a trusted IdP which is configured within the Organization. For example, Active Directory Windows Server. Cisco Identity Service (IdS) • Cisco IdS is the common API endpoint for relaying requests to the IdP by generating the authentication token and validating it. • Cisco IdS implements an authorization endpoint and token endpoint as part of its OAuth (Open Authorization) server implementation. Token Types The following are the token types: • Access Token—It accesses protected resources. Clients are issued an access token that contains identity information for the user that is encrypted by default. For an SSO enabled user, use the access token in the authorization header of the Finesse REST APIs. Authorization: Bearer <access token> Note Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 188 Cisco Finesse Desktop APIs Single Sign-On

• Refresh Token—It obtains a new access token before the current access token expires. The IdS generates the refresh token. The refresh and access token are generated as a pair of tokens. When refreshing the access token, the pair of tokens provide an extra layer of security. You can configure the expiry time of the refresh token and access token in the IdS administration. When the refresh token expires, you cannot refresh the access token. Cisco Contact Center Components The following are the Cisco Contact Center components that support SSO: • Cisco Finesse • Cisco Unified Intelligence Center For more information about SSO Solution overview, see https://developer.cisco.com/docs/ contact-center-express/#cisco-identity-service-client-sdk-overview. For more information about the third-party integrations, see https://developer.cisco.com/docs/ contact-center-express/#cisco-identity-service-client-sdk-guide/overview. Single Sign-On APIs Single Sign-On—Test API This SSO Test API is used to test the SSO authentication and authorization setup with Finesse. https://<FQDN>/desktop/sso/test URI: https://finesse1.xyz.com/desktop/sso/test Example URI: Agents and supervisors can use this API. Security Constraints: GET HTTP Method: — Content Type: HTML Input/Output Format: — HTTP Request: — Request Parameters: 200: Success 400: Bad Request 401: Unauthorized 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 189 Cisco Finesse Desktop APIs Single Sign-On APIs

Response body returned after the SSO test contains an HTML displaying information about the user and token. This HTML also contains a JavaScript that sends the SSO test status, via window postMessage API, to the parent or opener window. To get the status of SSO test on an older versions of Internet Explorer or any third-party non-browser clients that do not have this API, use the cookie set as part of HTTP response. COOKIES set as part of response: ssotest=true Post message to parent window with below object: { status: "true", errorMessage: "" } Example Response COOKIES set as part of response: ssotest=false Post message to parent window with below object: { status: "false", errorMessage: "AUTH_ERROR"/"NO TOKEN" } Example Failure Response: Single Sign-On—Fetch Access Token This API gets the access token and refresh token from the Finesse server. Invoking this API might involve browser redirect to Cisco Identity Service and Identity Provider. Note https://<FQDN>/desktop/sso/token URI: https://finesse1.xyz.com/desktop/sso/token Example URI: Agents and supervisors can use this API. Security Constraints: GET HTTP Method: — Content Type: JSON Input/Output Format: — HTTP Request: (Optional) return_user=yes|no (Optional) return_refresh_token=true|false Request Parameters: 200: Success 400: Bad Request 401: Unauthorized 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 190 Cisco Finesse Desktop APIs Single Sign-On—Fetch Access Token

Response without any parameter: {"token":"eyJhbGciOiJkaXIiLCJjdHkiOiJKV1QiLCJlbm MiOiJBMTI4Q0JDLUhTMjU2In0..lDXjaqAsM89uhdc Qt364LA.qXBMK_y58Hkz19k-B8ealJ9LOalB0yNnm9 vOvKExf8slCpXAPPlJLnNXGD9_-YTGdjs7lPtEcdI— hSuDmwxxOhdGZc7ekbAadJ6EItZhOGykCYk_CBF mEHKU8-pHV3bdbsUGrCTponA8BMw04-S-N5iuI3v u8fuihcNAeRY_9tjl5jvlhHEnD6zrYLDFH8KcO-V2f9 bcFdxHn3BrZk9tMasrsAJNhm8Uo_kg06PXq9omrTb UEKm3f1_lMb3bwqZGXfOO6WLOngsADRTuHren_C Tp5gR8r94LpsbXV7gRaEqsCu9kWo3pfxQsu88LNPR W6RPcjozupw0A4-jrHBOf_X2XaDquanEbBkZIt9VIJh jr6p8bTO5zlH9Z_x7vdMIfEt2pcjqcXKP3NiHlXOaB-tni PX_zN8ckGqIKR7L4wBxYmXUj82cnjBNMkcUsbvP9W Mb7ihJw0wazl1Tq6WnhtTGeOf0cnorjPm8DOZrcAAjJc SDCpudfj5CgE-OwikeSdWURgYTg_k6Kcct71I3olVLT c6nFRGcYvclvjCfTc1_ooBQ6ZKI_thq0Apnof235l6drDxG sDMPiyop69hWCuMoRRK-KKAXr8xK3fiqKjSse-KMLMG rMLZkUsr2Y_Q0YwiEIJk1FJ4n5Qgn-ismhKi-A_Vg3ZicG J-YyIcYgcslJGDeqSB10Y0uThqOuMA9eGEHKSlZGLcZ BfX5MGv23dEOOxN9_wLkqazF75m5H_23ycLyN0v9d8u F7_fe7IWB97cI9nDAhaNBdHBR3XYU5GPSbRRS7GknD oWZM_8eTgzc-gFTfYfAJveg_pPr1sSKvWnabqLXUuLDm vcVbgA-5UI2Y4HEGKzW85fNOHE9WPpo3cQdxFdRQyH fvFCBdTAOiFcIz_uP2nCDB_8oPT7qycm6b58BRJ5EzaTc WapskB73w8no1YJadliQ20OYHrDKSs_LJYDeB2iBROS UoVocYlW6GwTv0Ko7NsLv3OtGc_I.Fre8fhy_Y4u11tIfNo6 fIA","expires_in":300} Example Response: Response with return_user=yes parameter: {"token":"eyJhbGciOiJkaXIiLCJjdHkiOiJKV1QiLCJlbm MiOiJBMTI4Q0JDLUhTMjU2In0..lDXjaqAsM89uhdcQ t364LA.qXBMK_y58Hkz19k-B8ealJ9LOalB0yNnm9v OvKExf8slCpXAPPlJLnNXGD9_-YTGdjs7lPtEcdI— hSuDmwxxOhdGZc7ekbAadJ6EItZhOGykCYk_CBFm EHKU8-pHV3bdbsUGrCTponA8BMw04-S-N5iuI3vu8 fuihcNAeRY_9tjl5jvlhHEnD6zrYLDFH8KcO-V2f9bc FdxHn3BrZk9tMasrsAJNhm8Uo_kg06PXq9omrTbUE Km3f1_lMb3bwqZGXfOO6WLOngsADRTuHren_CTp 5gR8r94LpsbXV7gRaEqsCu9kWo3pfxQsu88LNPR W6RPcjozupw0A4-jrHBOf_X2XaDquanEbBkZIt9V IJhjr6p8bTO5zlH9Z_x7vdMIfEt2pcjqcXKP3NiHlXOaB- tniPX_zN8ckGqIKR7L4wBxYmXUj82cnjBNMkcUsbvP 9WMb7ihJw0wazl1Tq6WnhtTGeOf0cnorjPm8DOZrcA AjJcSDCpudfj5CgE-OwikeSdWURgYTg_k6Kcct71I3ol VLTc6nFRGcYvclvjCfTc1_ooBQ6ZKI_thq0Apnof235l6 drDxGsDMPiyop69hWCuMoRRK-KKAXr8xK3fiqKjSse- KMLMGrMLZkUsr2Y_Q0YwiEIJk1FJ4n5Qgn-ismhKi-A _Vg3ZicGJ-YyIcYgcslJGDeqSB10Y0uThqOuMA9e GEHKSlZGLcZBfX5MGv23dEOOxN9_wLkqazF75m5H _23ycLyN0v9d8uF7_fe7IWB97cI9nDAhaNBdHBR3XYU 5GPSbRRS7GknDoWZM_8eTgzc-gFTfYfAJveg_pPr1s SKvWnabqLXUuLDmvcVbgA-5UI2Y4HEGKzW85fNO HE9WPpo3cQdxFdRQyHfvFCBdTAOiFcIz_uP2nCDB_8 oPT7qycm6b58BRJ5EzaTcWapskB73w8no1YJadliQ20O YHrDKSs_LJYDeB2iBROSUoVocYlW6GwTv0Ko7NsLv3 OtGc_I.Fre8fhy_Y4u11tIfNo6fIA","expires_in":49, "user_id":"1001001", "realm":"finesse.com", "user_principal":"1001001@finesse.com"} Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 191 Cisco Finesse Desktop APIs Single Sign-On—Fetch Access Token

Response with return_refresh_token=true parameter: {"token":"eyJhbGciOiJkaXIiLCJjdHkiOiJKV1QiLCJlbm MiOiJBMTI4Q0JDLUhTMjU2In0..lDXjaqAsM89uhdcQ t364LA.qXBMK_y58Hkz19k-B8ealJ9LOalB0yNnm9v OvKExf8slCpXAPPlJLnNXGD9_-YTGdjs7lPtEcdI— hSuDmwxxOhdGZc7ekbAadJ6EItZhOGykCYk_CBFm EHKU8-pHV3bdbsUGrCTponA8BMw04-S-N5iuI3vu8 fuihcNAeRY_9tjl5jvlhHEnD6zrYLDFH8KcO-V2f9bc FdxHn3BrZk9tMasrsAJNhm8Uo_kg06PXq9omrTbUE Km3f1_lMb3bwqZGXfOO6WLOngsADRTuHren_CTp 5gR8r94LpsbXV7gRaEqsCu9kWo3pfxQsu88LNPR W6RPcjozupw0A4-jrHBOf_X2XaDquanEbBkZIt9V IJhjr6p8bTO5zlH9Z_x7vdMIfEt2pcjqcXKP3NiHlXOaB- tniPX_zN8ckGqIKR7L4wBxYmXUj82cnjBNMkcUsbvP 9WMb7ihJw0wazl1Tq6WnhtTGeOf0cnorjPm8DOZrcA AjJcSDCpudfj5CgE-OwikeSdWURgYTg_k6Kcct71I3ol VLTc6nFRGcYvclvjCfTc1_ooBQ6ZKI_thq0Apnof235l6 drDxGsDMPiyop69hWCuMoRRK-KKAXr8xK3fiqKjSse- KMLMGrMLZkUsr2Y_Q0YwiEIJk1FJ4n5Qgn-ismhKi-A _Vg3ZicGJ-YyIcYgcslJGDeqSB10Y0uThqOuMA9e GEHKSlZGLcZBfX5MGv23dEOOxN9_wLkqazF75m5H 23ycLyN0v9d8uF7_fe7IWB97cI9nDAhaNBdHBR3XYU 5GPSbRRS7GknDoWZM_8eTgzc-gFTfYfAJveg_pPr1s SKvWnabqLXUuLDmvcVbgA-5UI2Y4HEGKzW85fNO HE9WPpo3cQdxFdRQyHfvFCBdTAOiFcIz_uP2nCDB_8 oPT7qycm6b58BRJ5EzaTcWapskB73w8no1YJadliQ20O YHrDKSs_LJYDeB2iBROSUoVocYlW6GwTv0Ko7NsLv3 OtGc_I.Fre8fhy_Y4u11tIfNo6fIA","refresh_token":" eyJhbGciOiJkaXIiLCJjdHkiOiJKV1QiLCJlbmMiOiJBMTI4Q0J DLUhTMjU2In0..gdULcCw-3nh_R-FnIHPXDQ.0kYaOssJH76ro 2iD5JCYBuZqVMFrDpA0FDeK_bm9ClcuJaaU4vNWnww7r6G7qT4A FdQZqnIMq0kBSzpbfKVIchOs95usysQA3IYi2d8dlEblIkdRiPW YWhNbhj_KjcNM-Rjt9SbinW3dfl8NL_OB0MTs0HYa8DwdcXnP 62QonodfHAiGVH9i8VgoHKBjCLUTNcUbVX43pdxy OvLwuOOZh4Uzp-8L1dn16PE0wU7wBvyl2J6xTrAEZ1Beya2pCP-zn8e CYTqAEiuzbm-DVP9b4G7w4qusQ_Z347b0Oa782o7_Ui4_mpbt2kaOP5w YByR0ftCkGLsAnPyJ5BpB89Sd2TnXmRWMhc72vqu1AM67UimxUpjWxVDZ em0QowbYKLdEWZSMUP744hLgrGFEKdanWQKFKoOMzqhprfHCz3VZYs6kZv hvWRsmoU8hI9j0qklfNuhJkCs-UeF6GnlN7FNsxEfHAvcXgF_oxGFQcEjoe k0cYPzUWhIqV94bapeYm6sRH7d38QGBRm2D-mkdsQyMcQvH66NJ3uYPm1Inw NoNQuaS0feo4OTpms5CIt49jblNrl7k5Kpk6Q7DMKcCuyKK4OyxPY9uN-7y2l 3XnmtG3jhqOTjQ9t_1YdBh-RFHbv6M2KWWIHZ57CpRpSNCo-wN1VRaOkbQaLw LwEU_Hk-Cp4.RRHsyddqhFEtH0xvRc5EjA","expires_in":49} {"error":"invalid_redirectUri","error_description":"Invalid Redirect URI."} Example Failure Response: When you use the return_refresh_token=true query parameter in this API, access token and refresh token cookies are not added to the response. All information is provided as part of the response body, which can be directly used by the third-party clients. Use this query parameter when third-party clients use Cisco Finesse SSO APIs alongside Finesse desktop in the same browser. Using this query parameter prevents agent logout from Finesse desktop due to desktop cookie overriding by third-party clients. Note Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 192 Cisco Finesse Desktop APIs Single Sign-On—Fetch Access Token

Single Sign-On—Refresh Existing Access Token This API allows a user to refresh an existing access token that is about to expire. • Third-party applications have to refresh the access token after 75% of the token expiry time is elapsed. • Invoking this API might involve browser redirect to Cisco Identity Service and Identity Provider. Note https://<FQDN>/desktop/sso/token URI: https://finesse1.xyz.com/desktop/sso/token Example URI: Agents and supervisors can use this API. Security Constraints: POST HTTP Method: application/x-www-form-urlencoded Content Type: Application/JSON Input/Output Format: — HTTP Request: token=<token value> refresh-token=<refresh token value> (Optional) return_user=yes Request URI Parameters: 200: Success 400: Bad Request 401: Unauthorized 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 193 Cisco Finesse Desktop APIs Single Sign-On—Refresh Existing Access Token

{"token": "eyJhbGciOiJkaXIiLCJjdHkiOiJKV1QiLCJlbmMiOiJBM TI4Q0JDLUhTMjU2In0..521UM8q8d7wM5naKgWzPhA.NkhEH 7SatpXPOVqQobJstaZ51HBcMTcIej5qdIJ0ZwjCnV7u8iKGcv7t 5cLYruV6WZFJn8z7iSckXdduDqmRserhBDnbpk-gd5jqNj9r2ZS tfeBZIx6Phng6EMWUjtK9cbrO79MenQ7u7Y3Hhe7P7qvQiaTw keUw7No09NFGat-ICzhHbTF8D4WKFhFefw1J-q55ktcdD-CmM s-KXYrmA8DLltjF9ii9dCYHFfC2nKBETzdYWR2ple4B6_Lv0np g8OSU53LyTT3ObHm6TvWZ09KYrWUWMKNFas73Gx7rYro4 C7Tc4pYb9ZfJmkcT6coRIocMteYCrqCy7ufRqO-BPObNIah_J o2VQ_wwo-5wE-cMUUDpGa5X2nMtP2YUH4sb7b_SHX9Xq_w6 cwLRcBiDXjyGl7Smk1RzF1aXj2A9R06a71VjzmUsjq4UtrT7_IfY s9RrFX9jhnXX1VB8Dqgh-Pnb16rsskRg7TPP4EV9fwDSbhA- oMrMKqFz5BFWMhNaFCHtJQWtXxNRK802ybyzXwR3KGeINS D3dOGj2vWRpnhuTB9veHr9InSrc2s67rspguN7YX2bkIEEQNBC Y3X5rf_UMyGSlPvlArh6b-_yZXk62kXmYJWJ7g1uTRwTaou87C j83fqdaIOYMNIOeZhZqDmKDOZqMmVW_Aj-9-Tn0lTXkKmsPvqt oJYCN1T_3fZrvhzJLImy0whXgEtxc88MYNOCsuPSkIuCRNpoO GgWXATdF1GHPUnQPStW2GsZEfbdY5R1X9x3SZXtngh4XFM gYtMjP129X8pvAT_AY35JtRzpdryRPdAYrEc72tkY_xWLBahpS AKrcX7x8gtMRZmV5HlKs7_sW1amje0gaMKFlqh8i56XWbwnsU SdKLC-LZDtvWZ5wYuHPY1CSwC0oT9lHytWBXo3GSXSv 1iqy75ud6KrvrJg3WG2k_2biqxpc0S9MsATT2WGtGBt5ko2wEcn6 A.l_JfM6gAelSswEeGFAOKwg", "expires_in": 300} Example Response {"errorType": "AUTH_ERROR", "errorData": "refresh-token", "errorMessage": "Invalid Token"} Example Failure Response: If the token was initially fetched with the return_refresh_token=true query parameter, the refresh token query parameter with the value of the current refresh token is mandatory. Note Troubleshooting Steps 1. Validate that the requests are reaching Finesse by checking the Finesse tomcat_access_logs. 2. For any errors on the token refresh, check the Finesse Valve logs. 3. If the request reached Finesse access logs and there are no errors in Finesse Valve logs, check the IdS error logs for more details. It contains the reason for the error. Single Sign-On—Get User Authentication Mode This API allows a client to get the authentication mode of a user in a Unified CCE deployment that is in hybrid mode (SSO and non-SSO). This API uses either the username or userId and it does not require authentication. This API does not require HTTP authentication. The third-party integrations must configure this API to determine which authentication mode (SSO or non-SSO) is configured for the user. If required, this API can be disabled using CLI. By default, the CLI sets the value of this property as true. utils finesse set_property webservices enableUserAuthMode {true|false} For more information, see Service Properties section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html. Note Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 194 Cisco Finesse Desktop APIs Single Sign-On—Get User Authentication Mode

https://<FQDN>/finesse/api/UserAuthMode/<username> https://<FQDN>/finesse/api/UserAuthMode/<userId> URI: https://finesse1.xyz.com/finesse/api//UserAuthMode/myName https://finesse1.xyz.com/finesse/api//UserAuthMode/1234 Example URI: All users can use this API without authentication. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: — Request Parameters: 200: Success 403: Forbidden HTTP Response: <UserAuthMode> <authMode>NON_SSO</authMode> </UserAuthMode> Example Response <ApiErrors> <ApiError> <ErrorType>Forbidden</ErrorType> <ErrorMessage>UserAuthModeService is disabled</ErrorMessage> <ApiError> </ApiErrors> Example Failure Response: Single Sign-On Parameters Notes Possible Values Description Type Parameter — — The username that is configured at ADFS. String username — — The userId is the peripheralId that is configured in Unified CCE. String userId — SSO or non-SSO Information about the user authentication mode. String authMode Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 195 Cisco Finesse Desktop APIs Single Sign-On Parameters

Single Sign-On API Errors Description Error Type Status The user attempted to run the API against the secondary Finesse server. Configuration APIs cannot be run against the secondary Finesse server. Forbidden 403 Client Integration Clients can use the Finesse REST APIs in SSO mode. For thick client integrations, the following are browser like behaviors that thick clients must ensure to exhibit: • Follow server issued redirects. • Store and forward cookies. • Honor the various cookie attributes. • Run JavaScript in HTML responses. Procedure Step 1 Use the API to get the system's authentication mode. The authentication mode can be found in the response as the value of the systemAuthMode. If the system's authentication mode is SSO, then you can skip step 2. Note Step 2 Use the Single Sign-On—Get User Authentication Mode to get a specific user's authentication mode. You must use browser components that allow redirections and IdP form submissions. You cannot use Postman or AJAX for the Single Sign-On APIs. Note Step 3 Use the Single Sign-On—Get User Authentication Mode with the return_user query parameter set to yes to get the user's access token. The username must be provided in a cookie or a URL query parameter with a key of cc_username. The value is a URL encoded username, which can be the loginName or peripheralId for whom the token is requested. Example: https://finesse1.xyz.com/desktop/sso/token?return_refresh_token=true The result of the API request will redirect the request to the IdS page which then redirects to the IdP page. Step 4 On the IdP page, enter the username and the password. • On successful authentication, the response body contains the access token and user_id value. The access token returns the token in the JWT format. Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 196 Cisco Finesse Desktop APIs Single Sign-On API Errors

{"token":"eyJhbGciOiJkaXIiLCJjdHkiOiJKV1QiLCJlbmMiOiJBMTI4Q0JDLUhTMjU2In0..0 KelINtPSTQJGHthEo6GGg.iJl7anAh8Edt07pOQmHZ7BLgK-ozMiy5Fy42Pkj8FQ3xUMQvq5coGwSnHCEr1 deuNFt5i6685L5aHZzGe3VChWRPOnHveKaOEbgjgdNAhFXnIF033H4hZ-sKf zGSdIiXDIqv7llOGhzwDWw jYA7icEgIqaTttu5VVMPsI5eCwwd8uf1SXA7_rNU9bM1Kkra-v PRyqJX4h2gR-1vbk1q3L1GEtaAnWqDIe 4MAZELtuD-J5O4Kid26lwKzdq5PL_PH51-lyw_Mz ds0JiE4ZWcG_JmAa4BtZfKGs1z4S6Laj7scxi7WW7u 5-lfBsn6ixhouC3Jdz4N3FJQZ6IizQ 0tUwOWb0HoD6tsU6mH4r5tYeRjtGliTJff71BIAkZl6N1fCB0ZN2 P5lPMWPqfIgqw8r0H5Ar 1xDNpmfs_b0e0lHwfCczWKqn96wFIUeP0IBpk2uv7-8C5NvM6U72Vbs9SjUH7T 3b8zZzt9mg Hnu2fdluW5OfrdLxF6BGiI20_p6jjI0D7HPrqpX-I7RGSWB79fEFm0IOFAEy04kwvRJBJx8hI Mu-2AHc38NW7i-mZVzbE28K2pPwyeFMR6UWKIl0ztDsAyEQA89DI1bOukFa57CDQzF4mR5szmczaLeoXTAC hY8qPMvAEjMtAvSIQSwb9W-D6HoxBQM6gF-Sth1eD2n82gkbb1-Gg4GF3gzoSa-kf1sYj62mF4PUsJVN4 cFXRgzdyhjkDielwabBJPbt0oAXR2qj3qH7TBxLj4hYdKbPq2bDd9eFNeMhTMX49hYrONGWaSz3CdBb3fby 177ALj-AHlGU2mbZ1Ofa3hUj5h1H3p7QwGWGs1Ka56DHK3cTcPszAvMdtVF0MZsK9ODr0gJVFFKPvoY2alb d3xG6rbbQmvWGoSYWgT7l2dzUYokEOEjN6halaZmOBcnjxS-NeqCRrve-22zwqFwD-fEdjRf9ATtq32UcB_ RmlnubDJOndJQ.5kix_gQZGr6xGye3cUE18g","refresh_token":"eyJhbGciOiJkaXIiLCJjdHkiOiJK V1QiLCJlbmMiOiJBMTI4Q0JDLUhTMjU2In0..gdULcCw-3nh_R-FnIHPXDQ.0kYaOssJH76ro2iD5JCYBuZ qVMFrDpA0FDeK_bm9ClcuJaaU4vNWnww7r6G7qT4AFdQZqnIMq0kBSzpbfKVIchOs95usysQA3IYi2d8dlE blIkdRiPWYWhNbhj_KjcNM-Rjt9SbinW3dfl8NL_OB0MTs0HYa8DwdcXnP_62QonodfHAiGVH9i8VgoHKBj CLUTNcUbVX43pdxyOvLwuOOZh4Uzp-8L1dn16PE0wU7wBvyl2J6xTrAEZ1Beya2pCP-zn8eCYTqAEiuzbm- DVP9b4G7w4qusQ_Z347b0Oa782o7_Ui4_mpbt2kaOP5wYByR0ftCkGLsAnPyJ5BpB89Sd2TnXmRWMhc72vq u1AM67UimxUpjWxVDZem0QowbYKLdEWZSMUP744hLgrGFEKdanWQKFKoOMzqhprfHCz3VZYs6kZvhvWRsmo U8hI9j0qklfNuhJkCs-UeF6GnlN7FNsxEfHAvcXgF_oxGFQcEjoek0cYPzUWhIqV94bapeYm6sRH7d38QGB Rm2D-mkdsQyMcQvH66NJ3uYPm1InwNoNQuaS0feo4OTpms5CIt49jblNrl7k5Kpk6Q7DMKcCuyKK4OyxPY9 uN-7y2l3XnmtG3jhqOTjQ9t_1YdBh-RFHbv6M2KWWIHZ57CpRpSNCo-wN1VRaOkbQaLwLwEU_Hk-Cp4.RRH syddqhFEtH0xvRc5EjA","expires_in":3564,"user_id":"sjefferson","realm":"finesse.com", "user_principal":"sjefferson@finesse.com"} • The response also contains the token expiry time in seconds. In a Unified CCX deployment, the username, loginName, and loginId can be used interchangeably for the Finesse REST API calls. Note Step 5 This step is for Unified CCE deployments only. In a Unified CCE deployment, the user_id obtained from the IdS token can be either the loginName or the peripheralId (loginId). The Finesse REST APIs can only accept the loginId. Use the User—Get User Id from loginName API to get the loginId from the user_id of the IdS token. Example: https://finesse1.xyz.com/finesse/api/User/sjefferson Example Response: <User> <dialogs>/finesse/api/User/1001002/Dialogs</dialogs> <extension></extension> <firstName>AGENT</firstName> <lastName>98411</lastName> <loginId>98411</loginId> <loginName>sjefferson</loginName> <mediaType>1</mediaType> <pendingState></pendingState> <reasonCodeId>-1</reasonCodeId> <roles> <role>Agent</role> </roles> <settings> <wrapUpOnIncoming>OPTIONAL</wrapUpOnIncoming> </settings> <state>LOGOUT</state> <stateChangeTime></stateChangeTime> <teamId>5000</teamId> <teamName>FunctionalAgents</teamName> <uri>/finesse/api/User/sjefferson</uri> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 197 Cisco Finesse Desktop APIs Client Integration

<wrapUpTimer>30</wrapUpTimer> </User> Step 6 Get the loginId from the loginId field. All subsequent Finesse REST API requests must use the loginId from the <User> response, instead of the username/user_id/loginName. Example: To login the agent sjefferson using the Finesse REST API, you must use the loginId of 98411. https://finesse1.xyz.com/finesse/api/User/98411 <User> <state>LOGIN</state> <extension>98411</extension> </User> Step 7 To avoid the authentication and authorization flow again, the access token must be refreshed before the expiry time. Use the Single Sign-On—Refresh Existing Access Token with the return_user query parameter set to yes to refresh the user's access token. The username must be provided in a cookie or a URL query parameter with a key of cc_username. The value is a URL encoded username, which can be the loginName or peripheralId for whom the token is requested. Example Response: {"token":"eyJhbGciOiJkaXIiLCJjdHkiOiJKV1QiLCJlbmMiOiJBMTI4Q0JDLUhTMjU2In0..0 KelINtPSTQJGHthEo6GGg.iJl7anAh8Edt07pOQmHZ7BLgK-ozMiy5Fy42Pkj8FQ3xUMQvq5coGwSnHCEr1 deuNFt5i6685L5aHZzGe3VChWRPOnHveKaOEbgjgdNAhFXnIF033H4hZ-sKf zGSdIiXDIqv7llOGhzwDWw jYA7icEgIqaTttu5VVMPsI5eCwwd8uf1SXA7_rNU9bM1Kkra-v PRyqJX4h2gR-1vbk1q3L1GEtaAnWqDIe 4MAZELtuD-J5O4Kid26lwKzdq5PL_PH51-lyw_Mz ds0JiE4ZWcG_JmAa4BtZfKGs1z4S6Laj7scxi7WW7u 5-lfBsn6ixhouC3Jdz4N3FJQZ6IizQ 0tUwOWb0HoD6tsU6mH4r5tYeRjtGliTJff71BIAkZl6N1fCB0ZN2 P5lPMWPqfIgqw8r0H5Ar 1xDNpmfs_b0e0lHwfCczWKqn96wFIUeP0IBpk2uv7-8C5NvM6U72Vbs9SjUH7T 3b8zZzt9mg Hnu2fdluW5OfrdLxF6BGiI20_p6jjI0D7HPrqpX-I7RGSWB79fEFm0IOFAEy04kwvRJBJx8hI Mu-2AHc38NW7i-mZVzbE28K2pPwyeFMR6UWKIl0ztDsAyEQA89DI1bOukFa57CDQzF4mR5s zmczaLeoXTAC hY8qPMvAEjMtAvSIQSwb9W-D6HoxBQM6gF-Sth1eD2n82gkbb1-Gg4GF3gzo Sa-kf1sYj62mF4PUsJVN4 cFXRgzdyhjkDielwabBJPbt0oAXR2qj3qH7TBxLj4hYdKbPq2b Dd9eFNeMhTMX49hYrONGWaSz3CdBb3fby1 77ALj-AHlGU2mbZ1Ofa3hUj5h1H3p7QwGWGs1Ka 56DHK3cTcPszAvMdtVF0MZsK9ODr0gJVFFKPvoY2albd3 xG6rbbQmvWGoSYWgT7l2dzUYokEOE jN6halaZmOBcnjxS-NeqCRrve-22zwqFwD-fEdjRf9ATtq32UcB_Rml nubDJOndJQ.5kix_gQZ Gr6xGye3cUE18g","expires_in":3564,"user_id":"sjefferson", "realm":"finesse.com","user_principal":"sjefferson@finesse.com"} TeamMessage The TeamMessage object represents messages that can be sent by the supervisor or the Finesse administrator to any or all teams. It contains the URI, team message, and id of the sender. The supervisor or administrator uses the TeamMessage APIs to create or delete a team message, return all active messages for a team, and return all messages created by a user. The TeamMessage object is structured as follows: <TeamMessage> <uri>/finesse/api/TeamMessage/be1598bb-bb2a-4dfc-8c01-91ec10b029af</uri> <id>be1598bb-bb2a-4dfc-8c01-91ec10b029af</id> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 198 Cisco Finesse Desktop APIs TeamMessage

<createdBy> <id>1001050</id> <firstName>AGENT</firstName> <lastName>1001050</lastName> </createdBy> <createdAt>1537418173</createdAt> <duration>100</duration> <content>content 4</content> <teams> <team>5052</team> <team>5000</team> </teams> </TeamMessage> TeamMessage APIs TeamMessage—Get Team Message This API allows the user to get a copy of a TeamMessage object. https://<FQDN>/finesse/api/TeamMessage/<id> URI: https://finesse1.xyz.com/finesse/api/TeamMessage/123 Example URI: Supervisors or administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Authorization Failure 404: Not Found 500: Internal Server Error HTTP Response: <TeamMessage> <uri>/finesse/api/TeamMessage/be1598bb-bb2a-4dfc-8c01-91ec10b029af</uri> <id>be1598bb-bb2a-4dfc-8c01-91ec10b029af</id> <createdBy> <id>1001050</id> <firstName>AGENT</firstName> <lastName>1001050</lastName> </createdBy> <createdAt>1537418173</createdAt> <duration>100</duration> <content>content 4</content> <teams> <team>5052</team> <team>5000</team> </teams> </TeamMessage> Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 199 Cisco Finesse Desktop APIs TeamMessage APIs

<ApiErrors> <ApiError> <ErrorType>Not Found</ErrorType> <ErrorData>finesse.api.not_found</ErrorData> <ErrorMessage>Message with ID 06f381e6-10ee-47a9-9b36-1c2d7b62db08 not found.</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: TeamMessage—Get List This API allows the user to get a list of all Team Messages that are created by the user. https://<FQDN>/finesse/api/TeamMessages?createdBy=<id> URI: https://finesse1.xyz.com/finesse/api/TeamMessages?createdBy=1001050 Example URI: Administrator and supervisor who created the message can use this API. For Administrators, if the createdBy parameter has no value, it returns all active messages. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Authorization Failure 404: Not Found 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 200 Cisco Finesse Desktop APIs TeamMessage—Get List

<TeamMessages> <TeamMessage> <uri>/finesse/api/TeamMessage/be1598bb-bb2a-4dfc-8c01-91ec10b029af</uri> <id>be1598bb-bb2a-4dfc-8c01-91ec10b029af</id> <createdBy> <id>1001050</id> <firstName>AGENT</firstName> <lastName>1001050</lastName> </createdBy> <createdAt>1537418173</createdAt> <duration>100</duration> <content>content 4</content> <teams> <team>5052</team> <team>5000</team> </teams> </TeamMessage> <TeamMessage> <uri>/finesse/api/TeamMessage/c652fb4f-1f1a-48c8-bc77-2cbab3c9d231</uri> <id>c652fb4f-1f1a-48c8-bc77-2cbab3c9d231</id> <createdBy> <id>1001050</id> <firstName>AGENT</firstName> <lastName>1001050</lastName> </createdBy> <createdAt>1537418172</createdAt> <duration>100</duration> <content>content 4</content> <teams> <team>5052</team> <team>5000</team> </teams> </TeamMessage> <TeamMessage> <uri>/finesse/api/TeamMessage/ea74a0db-efcf-4651-84b1-1d2119509e9f</uri> <id>ea74a0db-efcf-4651-84b1-1d2119509e9f</id> <createdBy> <id>1001050</id> <firstName>AGENT</firstName> <lastName>1001050</lastName> </createdBy> <createdAt>1537418177</createdAt> <duration>100</duration> <content>some content 4</content> <teams> <team>5052</team> <team>5000</team> </teams> </TeamMessage> </TeamMessages> Example Response: <ApiErrors> <ApiError> <ErrorType>Unauthorized</ErrorType> <ErrorMessage>Not authorized to access this resource.</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 201 Cisco Finesse Desktop APIs TeamMessage—Get List

TeamMessage—Create a Team Message This API allows the user to create a TeamMessage object. https://<FQDN>/finesse/api/TeamMessage URI: https://finesse1.xyz.com/finesse/api/TeamMessages Example URI: Supervisors or administrators can use this API. Security Constraints: POST HTTP Method: Application/XML Content Type: XML Input/Output Format: — HTTP Request: 200: Success 207: Partially succeeded 207 indicates that one of the operations (Create or Delete) has succeeded but publishing to the alternate node might have failed due to DB replication issues. In this case, the message broadcasted by a supervisor (logged in to one of the Finesse nodes) might not be displayed to the agents logged in to the alternate Finesse node. Note 401: Authorization Failure 404: Not Found 500: Internal Server Error 503: Service Unavailable HTTP Response: <TeamMessage> <duration>100</duration> <content>content 3</content> <teams> <team>5000</team> <team>5052</team> </teams> </TeamMessage> Example Response: <ApiErrors> <ApiError> <ErrorType>System Resource Limit Exceeded</ErrorType> <ErrorData>teammessage.max.limit.exceeded</ErrorData> <ErrorMessage>MAX_ACTIVE_MESSAGE_LIMIT_EXCEEDED</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: TeamMessage—Delete a Team Message This API allows the supervisor who created the Team Message or administrator, to delete a Team Message. The supervisor or administrator can reference the existing TeamMessage object by its ID. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 202 Cisco Finesse Desktop APIs TeamMessage—Create a Team Message

https://<FQDN>/finesse/api/TeamMessage/<id> URI: https://finesse1.xyz.com/finesse/api/TeamMessage/be1598bb-bb2a-4dfc-8c01-91ec10b029af Example URI: Supervisor who created the Team Message or the administrator can use this API. Security Constraints: DELETE HTTP Method: Application/XML Content Type: XML Input/Output Format: — HTTP Request: 200: Success 207: Partially succeeded 207 indicates that one of the operations (Create or Delete) has succeeded but publishing to the alternate node might have failed due to DB replication issues. In this case, the message broadcasted by a supervisor (logged in to one of the Finesse nodes) might not be displayed to the agents logged in to the alternate Finesse node. Note 401: Authorization Failure 404: Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Not Found</ErrorType> <ErrorData>finesse.api.not_found</ErrorData> <ErrorMessage>Message with ID 06f381e6-10ee-47a9-9b36-1c2d7b62db08 not found.</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: TeamMessage API Parameters Notes Possible Values Description Type Parameter — The URI to get a new copy of the TeamMessage object. String uri — The unique identifier for the TeamMessage. String id — The Agent ID of the creator of the TeamMessage. String createdBy — The UTC time of the TeamMessage posted in seconds. Integer createdAt Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 203 Cisco Finesse Desktop APIs TeamMessage API Parameters

Notes Possible Values Description Type Parameter — The time the TeamMessage is displayed in seconds. Integer duration A maximum of 255 characters are supported. — The content of the TeamMessage. String content — The ID of the particular team. Integer team TeamMessage API Errors Description Error Type Status Unauthorized (for example, the user is not yet authenticated in the Web Session). Authorization Failure 401 The resource specified is invalid or does not exist. Not Found 404 The user ID provided is invalid or is not recongnized. No such user exists in CTI. User Not Found 404 Any runtime exception is caught and responded with this error. Internal Server Error 500 Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 204 Cisco Finesse Desktop APIs TeamMessage API Errors

C H A P T E R 4 Cisco Finesse Configuration APIs Administrators use the Cisco Finesse configuration APIs to configure the following: • System, cluster, and database settings • Finesse desktop and call variable layout • Reason codes and wrap-up reasons • Phonebooks and contacts • Team resources • Workflows and workflow actions Finesse configuration APIs require administrator credentials (the application user ID and password) to be passed in the basic authorization header. If a user repeatedly passes an invalid password in the basic authorization header to a configuration API, on the fifth invalid attempt, Finesse blocks the user's access to all configuration APIs for 5 minutes. This lock period differs from the 30-minute lock period implemented for the Finesse administrator console. Note In a stand-alone Finesse deployment with Unified CCE, you cannot run configuration APIs against the secondary Finesse server. If you attempt to run a ReasonCode API against the secondary Finesse server, Finesse responds with a 403 “Forbidden” error. In a coresident Finesse deployment with Unified CCX, administration on the secondary node is read-only. You can run a GET request against the secondary node. However, other requests (PUT, POST, or DELETE) result in a 403 “Forbidden” error. • SystemConfig, on page 206 • ConfigInfo, on page 210 • ECCVariableConfig, on page 212 • ClusterConfig, on page 214 • EnterpriseDatabaseConfig, on page 217 • LayoutConfig, on page 221 • ReasonCode, on page 236 • WrapUpReason, on page 244 • ChatConfig, on page 250 Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 205

• Cloud Connect Configuration, on page 253 • MediaPropertiesLayout, on page 256 • PhoneBook, on page 271 • Contact, on page 280 • Workflow, on page 286 • WorkflowAction, on page 303 • Team, on page 315 • SystemVariable, on page 328 SystemConfig The SystemConfig object is a container element that holds the Finesse system configuration, including details about the primary and backup CTI servers. SystemConfig APIs apply only to Finesse deployments with Unified CCE. Because you need not configure these settings for Finesse with Unified CCX, these APIs are not supported for deployments with Unified CCX. Note The SystemConfig object is structured as follows: <SystemConfig> <uri>/finesse/api/SystemConfig</uri> <cti> <host></host> <port></port> <backupHost></backupHost> <backupPort></backupPort> <peripheralId></peripheralId> <secure></secure> </cti> </SystemConfig> Any changes made to the settings through the SystemConfig API will require a Cisco Finesse Tomcat restart. Note SystemConfig APIs SystemConfig—Get This API allows an administrator to get a copy of the SystemConfig object. https://<FQDN>/finesse/api/SystemConfig URI: https://finesse1.xyz.com/finesse/api/SystemConfig Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 206 Cisco Finesse Configuration APIs SystemConfig

— Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Unauthorized 403: Forbidden 500: Internal Server Error HTTP Response: <SystemConfig> <uri>/finesse/api/SystemConfig</uri> <cti> <host>10.1.1.1</host> <port>42027</port> <backupHost>10.1.1.2</backupHost> <backupPort>42027</backupPort> <peripheralId>5000</peripheralId> <secure>true</secure> </cti> </SystemConfig> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: SystemConfig—Set This API allows an administrator to configure the CTI server settings. If you do not specify the backupHost and backupPort during a PUT operation but they were configured at an earlier time, the PUT operation removes these values from the database. Note https://<FQDN>/finesse/api/SystemConfig URI: https://finesse1.xyz.com/finesse/api/SystemConfig Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 207 Cisco Finesse Configuration APIs SystemConfig—Set

<SystemConfig> <uri>/finesse/api/SystemConfig</uri> <cti> <host>10.1.1.1</host> <port>42027</port> <backupHost>10.1.1.2</backupHost> <backupPort>42027</backupPort> <peripheralId>5000</peripheralId> <secure>false</secure> </cti> </SystemConfig> HTTP Request: host (required): Hostname or IP address of the primary (A Side) CTI server Port (required): Port number of the primary (A Side) CTI server backupHost (required if backupPort is present): Hostname or IP address of the backup (B Side) CTI server backupPort (required if backupHost is present): Port number of the backup (B Side) CTI server peripheralId (required): ID of the CTI server peripheral secure (optional): enables secure encryption to configure secure CTI connection depending on value set to true or false. By default, the value if not provided, will be false Request Parameters: 200: Success 400: Invalid Input 400: Parameter Missing 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Invalid Input</ErrorType> <ErrorMessage>port</ErrorMessage> <ErrorData>65536</ErrorData> </ApiError> </ApiErrors> Example Failure Response: SystemConfig API Parameters Notes Possible Values Description Type Parameter — The URI to get a new copy of the SystemConfig object. String uri — Information about the CTI server settings. Collection cti Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 208 Cisco Finesse Configuration APIs SystemConfig API Parameters

Notes Possible Values Description Type Parameter No special characters allowed except “.” and “-”. — The hostname or IP address of the primary (A Side) CTI server. String -->host 1–65535 Default value: 42027 The port of the primary (A Side) CTI server. Integer -->port 1–32767 Default value: 5000 The ID of the CTI server peripheral. Integer -->peripheralId Must not be the same as the hostname or IP address of the primary (A Side) CTI server. No special characters allowed except “.” and “-”. — The hostname or IP address of the (B Side) backup CTI server. String -->backupHost 1–65535 The port of the backup (B Side) CTI server. Integer -->backupPort When the value is set to true enables secure encryption and if the value is set to false disables secure encryption true or false To enable secure encryption. Boolean -->secure SystemConfig API Errors Description Error Type Status One of the parameters provided as part of the user input is invalid or not recognized. Invalid Input 400 A required parameter was not provided in the request. For example, if the backupPort is provided but the backupHost is missing. Parameter Missing 400 Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (the user is not an administrator). Authorization Failure 401 Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 209 Cisco Finesse Configuration APIs SystemConfig API Errors

Description Error Type Status The user attempted to run the API against the secondary Finesse server. Configuration APIs cannot be run against the secondary Finesse server. Forbidden 403 Any runtime exception is caught and responded with this error. Internal Server Error 500 ConfigInfo The ConfigInfo object is a container element that holds the Cisco Finesse configuration details. The ConfigInfo object is structured as follows: <ConfigInfo> <totalSkillGroups></totalSkillGroups> <totalSupervisors></totalSupervisors> <totalTeams></totalTeams> <totalUsers></totalUsers> <uri></uri> <versionInfo></versionInfo> </ConfigInfo> ConfigInfo APIs ConfigInfo—Get This API allows an administrator to get the following information: • Product version with the COP information • Total skillGroups • Total supervisors • Total teams • Total users https://<FQDN>/finesse/api/ConfigInfo URI: https://finesse1.xyz.com/finesse/api/ConfigInfo Example URI: Administrators, agents, and supervisors can use this API. Security Constraints: GET HTTP Method: — Content Type: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 210 Cisco Finesse Configuration APIs ConfigInfo

XML Input/Output Format: — HTTP Request: 200: Success 401: Unauthorized 403: Forbidden 500: Internal Server Error HTTP Response: <ConfigInfo> <totalSkillGroups>5</totalSkillGroups> <totalSupervisors>11</totalSupervisors> <totalTeams>53</totalTeams> <totalUsers>48</totalUsers> <uri>/finesse/api/ConfigInfo</uri> <versionInfo>12.0.0.99200-263</versionInfo> </ConfigInfo> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: ConfigInfo API Parameters Notes Possible Values Description Type Parameter — — The total number of skill groups. Integer totalSkillGroups — — The total number of supervisors. Integer totalSupervisors — — The total number of teams. Integer totalTeams — — The total number of users. Integer totalUsers — — The URI to get a new copy of the ConfigInfo object. String uri — — The product version with the COP information. String versionInfo Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 211 Cisco Finesse Configuration APIs ConfigInfo API Parameters

ConfigInfo API Errors Description Error Type Status Unauthorized (for example, the user is not yet authenticated in the Web Session). Authorization Failure 401 The user attempted to run the API against the secondary Cisco Finesse server. Configuration APIs cannot be run against the secondary Cisco Finesse server. Forbidden 403 Any runtime exception is caught and responded with this error. Internal Server Error 500 ECCVariableConfig The ECCVariableConfig object is a container element that holds ECC variable configuration details for Unified CCE. The ECCVariableConfig object is structured as follows: <ECCVariableConfig> <ECCVariable> <name>user.microapp.override_cli</name> <length>40</length> </ECCVariable> <ECCVariable> <name>user.microapp.play_data</name> <length>40</length> </ECCVariable> <ECCVariable> <name>user.cvp_server_info</name> <length>40</length> </ECCVariable> <ECCVariable> <name>user.media.id</name> <length>40</length> </ECCVariable> <ECCVariable> <name>user.microapp.media_server</name> <length>40</length> </ECCVariable> <ECCVariable> <name>user.microapp.app_media_lib</name> <length>10</length> </ECCVariable> <ECCVariable> <name>user.microapp.locale</name> <length>5</length> </ECCVariable> <ECCVariable> <name>user.microapp.FromExtVXML</name> <length>60</length> </ECCVariable> <ECCVariable> <name>user.microapp.caller_input</name> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 212 Cisco Finesse Configuration APIs ConfigInfo API Errors

<length>40</length> </ECCVariable> <ECCVariable> <name>user.microapp.error_code</name> <length>2</length> </ECCVariable> <ECCVariable> <name>user.CourtesyCallbackEnabled</name> <length>1</length> </ECCVariable> <ECCVariable> <name>user.charset</name> <length>3</length> </ECCVariable> <ECCVariable> <name>user.microapp.UseVXMLParams</name> <length>1</length> </ECCVariable> <ECCVariable> <name>user.microapp.input_type</name> <length>1</length> </ECCVariable> <ECCVariable> <name>user.microapp.ToExtVXML</name> <length>80</length> </ECCVariable> </ECCVariableConfig> ECCVariableConfig APIs ECCVariableConfig—Get ECC Variable Configuration This API allows a user to get a copy of the ECC variable configuration in Unified CCE. https://<FQDN>/finesse/api/ECCVariableConfig URI: https://finesse1.xyz.com/finesse/api/ECCVariableConfig Example URI: Administrators, agents, and supervisors can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Unauthorized 403: Forbidden 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 213 Cisco Finesse Configuration APIs ECCVariableConfig APIs

<ECCVariableConfig> <ECCVariable> <name>user.microapp.override_cli</name> <length>40</length> </ECCVariable> <ECCVariable> <name>user.microapp.play_data</name> <length>40</length> </ECCVariable> </ECCVariableConfig> Example Response: ECCVariableConfig API Parameters Notes Possible Values Description Type Parameter — — The name of the ECC variable (both scalar and array). String name The maximum payload per ECC variable (bytes) in Unified UCC is 210. The ECC variable limitation for Unified CCE can be defined in the CTI server. The maximum value is 210. — The length of the ECC variable. Number length ECCVariableConfig API Errors Description Error Type Status Unauthorized (for example, the user is not yet authenticated in the Web Session). Authorization Failure 401 The user attempted to run the API against the secondary Cisco Finesse server. Configuration APIs cannot be run against the secondary Cisco Finesse server. Forbidden 403 Any runtime exception is caught and responded with this error. Internal Server Error 500 ClusterConfig The ClusterConfig object is a container element that holds Finesse cluster configuration. This container supports the addition of a single, secondary Finesse node. After the secondary Finesse node is installed and ready, it becomes part of the cluster. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 214 Cisco Finesse Configuration APIs ECCVariableConfig API Parameters

ClusterConfig APIs apply only to Finesse deployments with Unified CCE. Because you need not configure cluster settings for Unified CCX deployments, these APIs are not supported for Finesse with Unified CCX. Note This feature also reports replication status. Replication status determines whether a user is allowed to or restricted from changing the value of the secondary node. The Finesse server interacts with the VOS database to get and set information about the secondary node. The ClusterConfig object is structured as follows: <ClusterConfig> <uri>/finesse/api/ClusterConfig</uri> <secondaryNode> <host></host> </secondaryNode> </ClusterConfig> Any changes made to the settings through the ClusterConfig API will require a Cisco Finesse Tomcat restart. Note ClusterConfig APIs ClusterConfig—Get This API allows an administrator to get a copy of the ClusterConfig object. https://<FQDN>/finesse/api/ClusterConfig URI: https://finesse1.xyz.com/finesse/api/ClusterConfig Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Unauthorized 403: Forbidden 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 215 Cisco Finesse Configuration APIs ClusterConfig APIs

<ClusterConfig> <uri>/finesse/api/ClusterConfig</uri> <secondaryNode> <host>10.1.1.1</host> </secondaryNode> </ClusterConfig> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: ClusterConfig—Set This API allows an administrator to configure cluster settings for Finesse. https://<FQDN>/finesse/api/ClusterConfig URI: https://finesse1.xyz.com/finesse/api/ClusterConfig Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <ClusterConfig> <uri>/finesse/api/ClusterConfig</uri> <secondaryNode> <host>10.1.1.1</host> </secondaryNode> </ClusterConfig> HTTP Request: host (required): Hostname or IP address of the secondary Finesse server Request Parameters: 200: Success 400: Invalid Input 400: Parameter Missing 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Invalid Input</ErrorType> <ErrorMessage>host</ErrorMessage> <ErrorData>10.1.1</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 216 Cisco Finesse Configuration APIs ClusterConfig—Set

ClusterConfig API Parameters Notes Possible Values Description Type Parameter — The URI to get a new copy of the ClusterConfig object. String uri — Information about secondary Finesse node. Collection secondaryNode No special characters allowed except “.” and “-”. — The hostname or IP address of the secondary Finesse node. String -->host ClusterConfig API Errors Description Error Type Status One of the parameters provided as part of the user input is invalid or not recognized. Invalid Input 400 A required parameter was not provided in the request. Parameter Missing 400 Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (the user is not an administrator). Authorization Failure 401 The user attempted to run the API against the secondary Finesse server. Configuration APIs cannot be run against the secondary Finesse server. Forbidden 403 Any runtime exception is caught and responded with this error. Internal Server Error 500 EnterpriseDatabaseConfig The EnterpriseDatabaseConfig object is a container element that holds the properties required for Finesse to connect to the Administration & Data Server database (AWDB) for user authentication. The EnterpriseDatabaseConfig APIs apply only to Finesse deployments with Unified CCE. Because these settings do not apply to Finesse deployments with Unified CCX, these APIs are not supported with Unified CCX. Note The EnterpriseDatabaseConfig object is structured as follows: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 217 Cisco Finesse Configuration APIs ClusterConfig API Parameters

<EnterpriseDatabaseConfig> <uri>/finesse/api/EnterpriseDatabaseConfig</uri> <host></host> <backupHost></backupHost> <port></port> <databaseName></databaseName> <domain></domain> <username></username> <password></password> </EnterpriseDatabaseConfig> Any changes made to the settings through the EnterpriseDatabaseConfig API will require a Cisco Finesse Tomcat restart. Note EnterpriseDatabaseConfig APIs EnterpriseDatabaseConfig—Get This API allows an administrator to get a copy of the EnterpriseDatabaseConfig object. https://<FQDN>/finesse/api/EnterpriseDatabaseConfig URI: https://finesse1.xyz.com/finesse/api/EnterpriseDatabaseConfig Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Unauthorized 403: Forbidden 500: Internal Server Error HTTP Response: <EnterpriseDatabaseConfig> <uri>/finesse/api/EnterpriseDatabaseConfig</uri> <host>10.1.1.1</host> <backupHost>10.1.1.2</backupHost> <port>1433</port> <databaseName>ucce8x_awdb</databaseName> <domain>xyz.com</domain> <username>Administrator</username> <password>admin_password</password> </EnterpriseDatabaseConfig> Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 218 Cisco Finesse Configuration APIs EnterpriseDatabaseConfig APIs

<ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: EnterpriseDatabaseConfig—Set This API allows an administrator to configure the enterprise database settings. If you do not specify the backupHost during a PUT operation but it was configured at an earlier time, the PUT operation resets the value for this parameter to blank. Note The URI for this API contains the query parameter override. This parameter is optional and can be set to true or false. Certain errors returned by this API can be overridden. If an error can be overridden, it contains an override XML element within the body with a value of "true". If Finesse cannot connect to the Enterprise database with the supplied parameters, the following error is returned. <ApiErrors> <ApiError> <ErrorType>Invalid Input</ErrorType> <ErrorMessage>Enterprise Database Connection Validation Failed</ErrorMessage> <ErrorData>Unable to authenticate against the primary enterprise database</ErrorData> <Overrideable>true</Overrideable> </ApiError> </ApiErrors> If this API is called with the query parameter override set to "true", the validation is skipped, the error is overridden, and the API continues to run. https://<FQDN>/finesse/api/EnterpriseDatabaseConfig?override='<true|false>' URI: https://finesse1.xyz.com/finesse/api/EnterpriseDatabaseConfig?override='true' Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <EnterpriseDatabaseConfig> <uri>/finesse/api/EnterpriseDatabaseConfig</uri> <host>10.1.1.1</host> <backupHost>10.1.1.2</backupHost> <port>1433</port> <databaseName>ucce8.x_awdb</databaseName> <domain>example.com</domain> <username>Admin</username> <password>password</password> </EnterpriseDatabaseConfig> HTTP Request: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 219 Cisco Finesse Configuration APIs EnterpriseDatabaseConfig—Set

host (required): Hostname or IP address of the AWDB server backupHost (optional): Hostname or IP address of the backup AWDB server Port (required): Port number of the AWDB server databaseName (required): Name of the AWDB domain (optional): Domain of the AWDB username (required): Username to sign in to the AWDB. If there is a domain specified, this must be a domain user. Otherwise it must be an SQL user. password (required): Password to sign in to the AWDB Request Parameters: 200: Success 400: Invalid Input 400: Parameter Missing 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Invalid Input</ErrorType> <ErrorMessage>port</ErrorMessage> <ErrorData>65536</ErrorData> </ApiError> </ApiErrors> Example Failure Response: EnterpriseDatabaseConfig API Parameters Notes Possible Values Description Type Parameter — The URI to get a new copy of the EnterpriseDatabaseConfig object. String uri No special characters allowed except “.” and “-”. — The hostname or IP address of the AWDB server. String host No special characters allowed except “.” and “-”. — The hostname or IP address of the backup AWDB server. String backupHost 1–65535 The port of the AWDB server. Integer port — The name of the AWDB (for example, ucceinstance_awdb). String databaseName Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 220 Cisco Finesse Configuration APIs EnterpriseDatabaseConfig API Parameters

Notes Possible Values Description Type Parameter — The domain of the AWDB. String domain — The username required to sign in to the AWDB. If there is a domain specified, this must be a domain user. Otherwise it must be an SQL user. String username — The password required to sign in to the AWDB. String password EnterpriseDatabaseConfig API Errors Description Error Type Status One of the parameters provided as part of the user input is invalid or not recognized. Invalid Input 400 A required parameter was not provided in the request. For example, if the backupPort is provided but the backupHost is missing. Parameter Missing 400 Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (the user is not an administrator). Authorization Failure 401 The user attempted to run the API against the secondary Finesse server. Configuration APIs cannot be run against the secondary Finesse server. Forbidden 403 Any runtime exception is caught and responded with this error. Internal Server Error 500 LayoutConfig The LayoutConfig object is a container element that holds the layout XML for the Finesse desktop. The layout XML defines how tabs, labels, columns, and gadgets appear on the Finesse agent and supervisor desktops. When the desktop loads, Finesse reads the label for each tab and attempts to find it in the resource bundle (as a key). If Finesse finds the key, it displays in the value in the tab. If Finesse does not find the key, it displays the key as the default value for the tab. The following example shows how the key mappings appear in the resource bundle for the Home and Manage Call tabs: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 221 Cisco Finesse Configuration APIs EnterpriseDatabaseConfig API Errors

finesse.container.tabs.agent.homeLabel=Home finesse.container.tabs.agent.manageCallLabel=Manage Call finesse.container.tabs.supervisor.homeLabel=Home finesse.container.tabs.supervisor.manageCallLabel=Manage Call Gadgets that reside on the Finesse server can be specified by a relative path, as shown in the following example: /desktop/gadgets/<gadgetname>.xml Gadgets that are hosted on a server other than the Finesse server must be specified with a fully-qualified URL (absolute path), as shown in the following example: http://server.com/<path to gadget>/<gadget name>.xml Note The LayoutConfig object is structured as follows for Unified CCE: <!-- *Note: When you upgrade, modify Custom Layout XML appropriately to utilize the benefits of new gadgets. --> <finesseLayout xmlns="http://www.cisco.com/vtg/finesse"> <!-- DO NOT EDIT. The version number for the layout XML. --> <version>1250.03</version> <configs> <!-- The Title for the application which can be customized. --> <config key="title" value="Cisco Finesse"/> <!-- The following entries are examples of changing defaults for desktop properties. To change any property, uncomment the respective line and set the appropriate value. For more details on the properties that can be customized, refer to the Cisco Finesse Administration Guide. Note: The customized properties can only be set in the configs section and are not role-specific. --> <!-- <config key="enableDragDropAndResizeGadget" value="false"/> --> <!-- <config key="wrapUpCountDown" value="true"/> --> <!-- <config key="desktopChatAttachmentEnabled" value="true"/> --> <!-- <config key="forceWrapUp" value="true"/> --> <!-- The logo file for the application --> <!-- For detailed instructions on using custom icons for logos and tabs, please refer to the section "Customize Title and Logo in the Header" in the Finesse Administration Guide. --> <!-- <config key="logo" value="/3rdpartygadget/files/cisco_finext_logo.png"/> --> </configs> <header> <!-- Please ensure that at least one gadget/component is present within every headercolumn tag --> <leftAlignedColumns> <headercolumn width="300px"> <component id="cd-logo"> <url>/desktop/scripts/js/logo.js</url> </component> </headercolumn> <headercolumn width="230px"> <component id="agent-voice-state"> <url>/desktop/scripts/js/agentvoicestate.component.js</url> </component> </headercolumn> <headercolumn width="251px"> <component id="nonvoice-state-menu"> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 222 Cisco Finesse Configuration APIs LayoutConfig

<url>/desktop/scripts/js/nonvoice-state-menu.component.js</url> </component> </headercolumn> </leftAlignedColumns> <rightAlignedColumns> <headercolumn width="50px"> <component id="broadcastmessagepopover"> <url>/desktop/scripts/js/teammessage.component.js</url> </component> </headercolumn> <headercolumn width="50px"> <component id="chat"> <url>/desktop/scripts/js/chat.component.js</url> </component> </headercolumn> <headercolumn width="50px"> <component id="make-new-call-component"> <url>/desktop/scripts/js/makenewcall.component.js</url> </component> </headercolumn> <headercolumn width="72px"> <component id="identity-component"> <url>/desktop/scripts/js/identity-component.js</url> </component> </headercolumn> </rightAlignedColumns> </header> <layout> <role>Agent</role> <page> <gadget>/desktop/scripts/js/callcontrol.js</gadget> </page> <tabs> <tab> <id>home</id> <icon>home</icon> <label>finesse.container.tabs.agent.homeLabel</label> <columns> <column> <gadgets> < <!-- The following gadget is for CloudCherry Customer Experience Journey. If CloudCherry is onboarded successfully with all configurations, then replace the url with the actual url obtained by exporting the Cisco Finesse gadget from CloudCherry --> <!-- <gadget>/3rdpartygadget/files/CXService/CiscoCXJourneyGadget.xml</gadget> --> <gadget>/desktop/scripts/js/queueStatistics.js</gadget> <!-- The following Gadgets are for LiveData. If you wish to show LiveData Reports, then do the following:

1. Uncomment each Gadget you wish to show.
2. Replace all instances of "my-cuic-server.com" with the Fully Qualified Domain Name of your Intelligence Center Server.
3. [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter. IMPORTANT NOTES:

• In order for these Gadgets to work, you must have performed all documented pre-requisite steps. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 223 Cisco Finesse Configuration APIs LayoutConfig

• Do NOT change the viewId (unless you have built a custom report and know what you are doing).
• The "teamName" will be automatically replaced with the Team Name of the User logged into Finesse (for Team-specific layouts). --> <!-- HTTPS Version of LiveData Gadgets --> <!-- TEAM STATUS REPORTS: 1. Agent Default view (default), 2. Agent Skill Group Default view --> <!-- <gadget>https://my-cuic-server.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310& viewId_1=99E6C8E210000141000000D80A0006C4&filterId_1=agent.id=CL%20teamName& viewId_2=9AB7848B10000141000001C50A0006C4&filterId_2=agent.id=CL%20teamName</gadget> --> <!-- QUEUE STATUS REPORTS: 1. Skill Group Default view (default),

2. Skill Group Utilization view, 3. Precision Queue Default view, 4. Precision Queue Utilization view --> <!-- <gadget>https://my-cuic-server.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp? gadgetHeight=310&viewId_1=B7371BE210000144000002870A0007C5&filterId_1=skillGroup.id=CL%20teamName &viewId_2=9E760C8B1000014B0000005A0A0006C4&filterId_2=skillGroup.id=CL%20teamName &viewId_3=B71A630C10000144000002480A0007C5&filterId_3=precisionQueue.id=CL%20teamName& viewId_4=286B86F01000014C000005330A0006C4&filterId_4=precisionQueue.id=CL%20teamName</gadget> --> </gadgets> </column> </columns> </tab> <tab> <id>myStatistics</id> <icon>column-chart</icon> <label>finesse.container.tabs.agent.myStatisticsLabel</label> <columns> <column> <gadgets> <gadget>https://my-cuic-server.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp? gadgetHeight=150&viewId=0B8D11317ED54A80B64F3AE28C5139E5& filterId=agentStats.id=CL%20teamName</gadget> </gadgets> </column> </columns> </tab> <tab> <id>myHistory</id> <icon>history</icon> <label>finesse.container.tabs.agent.myHistoryLabel</label> <columns> <column> <!-- The following gadgets are used for viewing the call history and state history of an agent. --> <gadgets> <gadget>https://my-cuic-server.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp? gadgetHeight=280&viewId=5FA44C6F930C4A64A6775B21A17EED6A& filterId=agentTaskLog.id=CL%20teamName</gadget> <gadget>https://my-cuic-server.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp? gadgetHeight=280&viewId=56BC5CCE8C37467EA4D4EFA8371258BC& filterId=agentStateLog.id=CL%20teamName</gadget> </gadgets> </column> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 224 Cisco Finesse Configuration APIs LayoutConfig

</columns> </tab> <!-- The following Gadgets are for LiveData. If you wish to show More LiveData Reports, then do the following:

1. Uncomment each Gadget you wish to show.
2. Replace all instances of "my-cuic-server.com" with the Fully Qualified Domain Name of your Intelligence Center Server.
3. [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter. IMPORTANT NOTES:

• In order for these Gadgets to work, you must have performed all documented pre-requisite steps.
• Do NOT change the viewId (unless you have built a custom report and know what you are doing).
• The "teamName" will be automatically replaced with the Team Name of the User logged into Finesse (for Team-specific layouts). --> <!-- If you are showing the "More Live Data Reports" tab, then also uncomment this section. <tab> <id>moreLiveDataReports</id> <icon>reports-more</icon> <label>finesse.container.tabs.agent.moreLiveDataReportsLabel</label> <gadgets> --> <!-- HTTPS Version of LiveData Gadgets --> <!-- AGENT REPORTS: 1. Agent Default view (default) --> <!-- <gadget>https://my-cuic-server.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310& viewId_1=99E6C8E210000141000000D80A0006C4&filterId_1=agent.id=CL%20teamName</gadget>--> <!-- AGENT SKILL GROUP REPORTS: 1. Agent Skill Group Default view (default) --> <!-- <gadget>https://my-cuic-server.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310& viewId_1=9AB7848B10000141000001C50A0006C4&filterId_1=agent.id=CL%20teamName</gadget>--> <!-- QUEUE STATUS SKILL GROUP REPORTS: 1. Skill Group Default view (default),

2. Skill Group Utilization view --> <!-- <gadget>https://my-cuic-server.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310& viewId_1=B7371BE210000144000002870A0007C5&filterId_1=skillGroup.id=CL%20teamName& viewId_2=9E760C8B1000014B0000005A0A0006C4&filterId_2=skillGroup.id=CL%20teamName</gadget>--> <!-- QUEUE STATUS PRECISION QUEUE REPORTS: 1. Precision Queue Default view (default), 2. Precision Queue Utilization view --> <!-- <gadget>https://my-cuic-server.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310& viewId_1=B71A630C10000144000002480A0007C5&filterId_1=precisionQueue.id=CL%20teamName& viewId_2=286B86F01000014C000005330A0006C4&filterId_2=precisionQueue.id=CL%20teamName</gadget>--> <!-- If you are showing the "more reports" tab, then uncomment this section too. </gadgets> </tab> --> </tabs> </layout> <layout> <role>Supervisor</role> <page> <gadget>/desktop/scripts/js/callcontrol.js</gadget> </page> <tabs> <tab> <id>home</id> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 225 Cisco Finesse Configuration APIs LayoutConfig

<icon>home</icon> <label>finesse.container.tabs.supervisor.homeLabel</label> <columns> <column> <gadgets> <!-- The following gadget is for CloudCherry Customer Experience Analytics. If CloudCherry is onboarded successfully with all configurations, then replace the url with the actual url obtained by exporting the Cisco Finesse gadget from CloudCherry --> <!-- <gadget>/3rdpartygadget/files/CXService/CiscoCXAnalyticsGadget.xml</gadget> --> <gadget id="team-performance">/desktop/scripts/js/teamPerformance.js</gadget> <!-- The following gadgets are used for viewing the call history and state history of an agent selected in the Team Performance Gadget. --> <!-- The following gadgets are managed(loaded and displayed) by the team performance gadget (associated with id "team-performance"). This association is done using the mapping of managedBy attribute of the managed gadgets, to the id of managing gadget. If the id for team performance gadget is changed, the values for the associated managedBy attribute for the managed gadgets, also need to be updated with the new id. These managed gadgets are not displayed by default, but would be displayed when the option "view history" is selected, for an agent, in the team performance gadget. Note: As managed gadgets are not displayed by default, placing managed gadgets alone on separate columns of their own, would display blank space in that area. For more details on managed gadgets and managedBy attribute, please refer to Finesse Administration Guide. --> <gadget managedBy="team-performance">https://my-cuic-server.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp? gadgetHeight=275&viewId=630CB4C96B0045D9BFF295A49A0BA45E&filterId=agentTaskLog.id=AgentEvent:Id &type=dynamic&maxRows=20</gadget> <gadget managedBy="team-performance">https://my-cuic-server.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp? gadgetHeight=275&viewId=56BC5CCE8C37467EA4D4EFA8371258BC&filterId=agentStateLog.id=AgentEvent:Id &type=dynamic&maxRows=20</gadget> </gadgets> </column> </columns> </tab> <tab> <id>myHistory</id> <icon>history</icon> <label>finesse.container.tabs.agent.myHistoryLabel</label> <columns> <column> <!-- The following gadgets are used for viewing the call history and state history of a logged in supervisor. --> <gadgets> <gadget>https://my-cuic-server.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=280& viewId=5FA44C6F930C4A64A6775B21A17EED6A&filterId=agentTaskLog.id=CL%20teamName</gadget> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 226 Cisco Finesse Configuration APIs LayoutConfig

<gadget>https://my-cuic-server.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=280& viewId=56BC5CCE8C37467EA4D4EFA8371258BC&filterId=agentStateLog.id=CL%20teamName</gadget> </gadgets> </column> </columns> </tab> <tab> <id>teamData</id> <icon>team-data</icon> <label>finesse.container.tabs.supervisor.teamDataLabel</label> <columns> <column> <!-- The following gadget is used by the supervisor to view an agent's queue interval details. --> <gadgets> <gadget>https://my-cuic-server.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310& viewId=0B8D11317ED54A80B64F3AE28C5139E5&filterId=agentStats.id=CL%20teamName</gadget> <gadget>https://my-cuic-server.com:8444/cuic/gadget/Historical/HistoricalGadget.jsp? viewId=BD9A8B7DBE714E7EB758A9D472F0E7DC&linkType=htmlType&viewType=Grid &refreshRate=900&@start_date=RELDATE%20THISWEEK&@end_date=RELDATE%20THISWEEK& @agent_list=CL%20~teams~&gadgetHeight=360</gadget> </gadgets> </column> </columns> </tab> <tab> <id>queueData</id> <icon>storage</icon> <label>finesse.container.tabs.supervisor.queueDataLabel</label> <columns> <column> <gadgets> <gadget>/desktop/scripts/js/queueStatistics.js</gadget> </gadgets> </column> </columns> </tab> </tabs> </layout> </finesseLayout> The LayoutConfig object is structured as follows for Unified CCX: <!-- *Note:

• When you upgrade, modify Custom Layout XML appropriately to utilize the benefits of new gadgets.
• Remove the Agent State Log gadget from My Statistics tab, as it is available in the My History tab. --> <finesseLayout xmlns="http://www.cisco.com/vtg/finesse"> <!-- DO NOT EDIT. The version number for the layout XML. --> <version>1250.03</version> <configs> <!-- The Title for the application which can be customized. --> <config key="title" value="Cisco Finesse"/> <!-- The following entries are examples of changing defaults for desktop properties. To change any property, uncomment the respective line and set the appropriate value. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 227 Cisco Finesse Configuration APIs LayoutConfig

For more details on the properties that can be customized, refer to the Cisco Finesse Administration Guide. Note: The customized properties can only be set in the configs section and are not role-specific. --> <!-- <config key="enableDragDropAndResizeGadget" value="false"/> --> <!-- <config key="wrapUpCountDown" value="true"/> --> <!-- <config key="desktopChatAttachmentEnabled" value="true"/> --> <!-- <config key="enableShortCutKeys" value="true"/> --> <!-- The logo file for the application --> <!-- For detailed instructions on using custom icons for logos and tabs, please refer to the section "Customize Title and Logo in the Header" in the Finesse Administration Guide. --> <!-- <config key="logo" value="/3rdpartygadget/files/cisco_finext_logo.png"/> --> </configs> <header> <!-- Please ensure that at least one gadget/component is present within every headercolumn tag --> <leftAlignedColumns> <headercolumn width="300px"> <component id="cd-logo"> <url>/desktop/scripts/js/logo.js</url> </component> </headercolumn> <headercolumn width="230px"> <component id="agent-voice-state"> <url>/desktop/scripts/js/agentvoicestate.component.js</url> </component> </headercolumn> <headercolumn width="251px"> <component id="nonvoice-state-menu"> <url>/desktop/scripts/js/nonvoice-state-menu.component.js</url> </component> </headercolumn> </leftAlignedColumns> <rightAlignedColumns> <headercolumn width="50px"> <component id="broadcastmessagepopover"> <url>/desktop/scripts/js/teammessage.component.js</url> </component> </headercolumn> <headercolumn width="50px"> <component id="chat"> <url>/desktop/scripts/js/chat.component.js</url> </component> </headercolumn> <headercolumn width="50px"> <component id="make-new-call-component"> <url>/desktop/scripts/js/makenewcall.component.js</url> </component> </headercolumn> <headercolumn width="72px"> <component id="identity-component"> <url>/desktop/scripts/js/identity-component.js</url> </component> </headercolumn> </rightAlignedColumns> </header> <layout> <role>Agent</role> <page> <gadget>/desktop/scripts/js/callcontrol.js</gadget> <!-- The following Gadget is used for WebChat and Email. It is ONLY supported with WebChat Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 228 Cisco Finesse Configuration APIs LayoutConfig

and Email. If you are not using WebChat and Email, then remove it. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat and email CSQs. To include this functionality:

1. Remove these comments leaving the gadget RESTRICTIONS:

• The NonVoiceControl gadget must be configured as a page level gadget
• The NonVoiceControl gadget must not be configured in a column <gadget hidden="true">https://localhost:8445/uccx-nvcontrol/gadgets/NonVoiceControl.xml</gadget> --> </page> <tabs> <tab> <id>home</id> <icon>home</icon> <label>finesse.container.tabs.agent.homeLabel</label> <columns> <column> <gadgets> <!-- The following gadget is for CloudCherry Customer Experience Journey. If CloudCherry is onboarded successfully with all configurations, then replace the url with the actual url obtained by exporting the Cisco Finesse gadget from CloudCherry --> <!-- <gadget>/3rdpartygadget/files/CXService/CiscoCXJourneyGadget.xml</gadget> --> <gadget>https://localhost:8445/cuic/gadget/LiveData/LiveDataGadget.xml?gadgetHeight=310& viewId=76D964AD10000140000000830A4E5E6F&filterId=AgentCSQStats.csqName=CL&compositeFilterId= AgentCSQStats.AgentIds.agentId=loginId</gadget> <gadget>https://localhost:8445/cuic/gadget/LiveData/LiveDataGadget.xml?gadgetHeight=310& viewId=5C626F9C10000140000000600A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget> </gadgets> </column> </columns> </tab> <tab> <id>myHistory</id> <icon>history</icon> <label>finesse.container.tabs.agent.myHistoryLabel</label> <columns> <column> <!-- The following gadgets are used for viewing the call history and state history of an agent. --> <gadgets> <gadget>https://localhost:8445/cuic/gadget/LiveData/LiveDataGadget.xml?gadgetHeight=280& viewId=ECD59EE071BE439A898187B29575E175&filterId=AgentCallLogDetailStats.agentID=loginId</gadget> <gadget>https://localhost:8445/cuic/gadget/LiveData/LiveDataGadget.xml?gadgetHeight=280& viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget> </gadgets> </column> </columns> </tab> <tab> <id>myStatistics</id> <icon>column-chart</icon> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 229 Cisco Finesse Configuration APIs LayoutConfig

<label>finesse.container.tabs.agent.myStatisticsLabel</label> <columns> <column> <gadgets> <gadget>https://localhost:8445/cuic/gadget/LiveData/LiveDataGadget.xml?gadgetHeight=150& viewId=67D4371110000140000001080A4E5E6B&filterId=ResourceIAQStats.resourceId=loginId</gadget> </gadgets> </column> </columns> </tab> <!-- The following Tab and Gadget are used for WebChat and Email. They are ONLY supported with WebChat and Email. If you are not using WebChat or Email, then remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email CSQs. To include this functionality:

1. Remove these comments leaving the tab and gadget
2. Replace all instances of "my-ccp-server" with the Fully Qualified Domain Name of your CCP Server.
3. [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter. IMPORTANT NOTE:

• In order for this Gadget to work, you must have performed all documented prerequisite steps. RESTRICTIONS:
• The multisession-reply-gadget must not be configured as a page level gadget
• The multisession-reply-gadget must not be configured in a column <tab> <id>manageNonVoiceMedia</id> <icon>settings</icon> <label>finesse.container.tabs.agent.manageNonVoiceMediaLabel</label> <columns> <column> <gadgets> <gadget>https://my-ccp-server/multisession/ui/gadgets/multisession-reply-gadget.xml?gadgetHeight=590</gadget> </gadgets> </column> </columns> </tab> --> </tabs> </layout> <layout> <role>Supervisor</role> <page> <gadget>/desktop/scripts/js/callcontrol.js</gadget> <!-- The following Gadget is used for WebChat and Email. It is ONLY supported with WebChat and Email. If you are not using WebChat and Email, then remove it. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email CSQs. To include this functionality:

1. Remove these comments leaving the gadget RESTRICTIONS:

• The NonVoiceControl gadget must be configured as a page level gadget Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 230 Cisco Finesse Configuration APIs LayoutConfig

• The NonVoiceControl gadget must not be configured in a column
• The NonVoiceControl gadget is a headless gadget(i.e., with no display of its own), but has to be available for the agent's non-voice state control to be able to set agent states for WebChat and Email. <gadget hidden="true">https://localhost:8445/uccx-nvcontrol/gadgets/NonVoiceControl.xml</gadget> --> </page> <tabs> <tab> <id>manageTeam</id> <icon>manage-team</icon> <label>finesse.container.tabs.supervisor.manageTeamLabel</label> <columns> <column> <gadgets> <!-- The following gadget is for CloudCherry Customer Experience Analytics. If CloudCherry is onboarded successfully with all configurations, then replace the url with the actual url obtained by exporting the Cisco Finesse gadget from CloudCherry --> <!-- <gadget>/3rdpartygadget/files/CXService/CiscoCXAnalyticsGadget.xml</gadget> --> <gadget id="team-performance">/desktop/scripts/js/teamPerformance.js</gadget> <!-- The following gadgets are used for viewing the call history and state history of an agent selected in the Team Performance Gadget. --> <!-- The following gadgets are managed(loaded and displayed) by the team performance gadget (associated with id "team-performance"). This association is done using the mapping of managedBy attribute of the managed gadgets, to the id of managing gadget. If the id for team performance gadget is changed, the values for the associated managedBy attribute for the managed gadgets, also need to be updated with the new id. These managed gadgets are not displayed by default, but would be displayed when the option "view history" is selected, for an agent, in the team performance gadget. Note: As managed gadgets are not displayed by default, placing managed gadgets alone on separate columns of their own, would display blank space in that area. For more details on managed gadgets and managedBy attribute, please refer to Finesse Administration Guide. --> <gadget managedBy="team-performance">https://localhost:8445/cuic/gadget/LiveData/LiveDataGadget.xml? gadgetHeight=275&viewId=D6D0B6740B0040D5A089FD1C09F5C72C&filterId= AgentCallLogDetailStats.agentID=AgentEvent:Id&type=dynamic&maxRows=20</gadget> <gadget managedBy="team-performance">https://localhost:8445/cuic/gadget/LiveData/LiveDataGadget.xml? gadgetHeight=275&viewId=5D411E8A10000140000000230A4E5E6B&filterId= AgentStateDetailStats.agentID=AgentEvent:Id&type=dynamic&maxRows=20</gadget> </gadgets> </column> </columns> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 231 Cisco Finesse Configuration APIs LayoutConfig

</tab> <tab> <id>myHistory</id> <icon>history</icon> <label>finesse.container.tabs.supervisor.myHistoryLabel</label> <columns> <column> <!-- The following gadgets are used for viewing the call history and state history of a supervisor. --> <gadgets> <gadget>https://localhost:8445/cuic/gadget/LiveData/LiveDataGadget.xml?gadgetHeight=280& viewId=ECD59EE071BE439A898187B29575E175&filterId=AgentCallLogDetailStats.agentID=loginId</gadget> <gadget>https://localhost:8445/cuic/gadget/LiveData/LiveDataGadget.xml?gadgetHeight=280& viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget> </gadgets> </column> </columns> </tab> <tab> <id>teamData</id> <icon>team-data</icon> <label>finesse.container.tabs.supervisor.teamDataLabel</label> <columns> <column> <gadgets> <gadget>https://localhost:8445/cuic/gadget/LiveData/LiveDataGadget.xml?gadgetHeight=620& viewId_1=7291DCB410000140000000890A4E5B33&filterId_1=ResourceIAQStats.resourceId=CL&viewId_2=728283C210000140000000530A4E5B33 &filterId_2=ResourceIAQStats.resourceId=CL</gadget> <!-- The following Gadget is used for WebChat and Email. It is ONLY supported with WebChat and Email. If you are not using WebChat or Email, then remove it. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email CSQs. To include this functionality:

1. Remove these comments leaving the gadget <gadget>https://localhost:8445/cuic/gadget/LiveData/LiveDataGadget.xml?gadgetHeight=310& viewId=F2F1FC17100001440000014E0A4E5D48&filterId=ChatAgentStats.agentId=CL</gadget> <gadget>https://localhost:8445/cuic/gadget/LiveData/LiveDataGadget.xml?gadgetHeight=310& viewId=BCC5767B1000014F000000580A4D3FA7&filterId=EmailAgentStats.agentId=CL</gadget> --> <!-- The following Gadgets are used for Predictive/Progressive/Preview Agent Outbound. To include this functionality:
2. Remove these comments leaving the gadget <gadget>https://localhost:8445/cuic/gadget/LiveData/LiveDataGadget.xml?gadgetHeight=310& viewId_1=FD919FB9100001440000005D0A4E5B29&filterId_1=ResourceIAQStats.resourceId=CL&viewId_2=FD919FB510000144000000470A4E5B29 &filterId_2=ResourceIAQStats.resourceId=CL</gadget> --> </gadgets> </column> </columns> </tab> <tab> <id>queueData</id> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 232 Cisco Finesse Configuration APIs LayoutConfig

<icon>storage</icon> <label>finesse.container.tabs.supervisor.queueDataLabel</label> <columns> <column> <gadgets> <gadget>https://localhost:8445/cuic/gadget/LiveData/LiveDataGadget.xml?gadgetHeight=620 &viewId_1=C8E2DB1610000140000000A60A4E5E6B&filterId_1=VoiceIAQStats.esd Name=CL&viewId_2=9A7A14CE10000140000000ED0A4E5E6B&filterId_2=VoiceCSQDetailsStats. agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL& viewId_3=C8EF510810000140000000EB0A4E5E6B&filterId_3=VoiceIAQStats.esdName=CL&viewId_4= C8EE241910000140000000C30A4E5E6B& filterId_4=VoiceIAQStats.esdName=CL</gadget> <!-- The following Gadget is used for WebChat and Email. It is ONLY supported with WebChat and Email. If you are not using WebChat or Email, then remove it. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email CSQs. To include this functionality:

1. Remove these comments leaving the gadget <gadget>https://localhost:8445/cuic/gadget/LiveData/LiveDataGadget.xml?gadgetHeight=310& viewId=E42ED788100001440000007B0A4E5CA1&filterId=ChatQueueStatistics.queueName=CL</gadget> <gadget>https://localhost:8445/cuic/gadget/LiveData/LiveDataGadget.xml?gadgetHeight=310& viewId=13970B4E100001500000021C0A4D3FA7&filterId=EmailQueueStatistics.queueName=CL</gadget> --> </gadgets> </column> </columns> </tab> <!-- The following Tab and Gadget are used for WebChat and Email. They are ONLY supported with WebChat and Email. If you are not using WebChat or Email, then remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email CSQs. To include this functionality:
2. Remove these comments leaving the tab and gadget
3. Replace all instances of "my-ccp-server" with the Fully Qualified Domain Name of your CCP Server.
4. [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter. IMPORTANT NOTE:

• In order for this Gadget to work, you must have performed all documented prerequisite steps. RESTRICTIONS:
• The multisession-reply-gadget must not be configured as a page level gadget
• The multisession-reply-gadget must not be configured in a column <tab> <id>manageNonVoiceMedia</id> <icon>settings</icon> <label>finesse.container.tabs.supervisor.manageNonVoiceMediaLabel</label> <columns> <column> <gadgets> <gadget>https://my-ccp-server/multisession/ui/gadgets/multisession-reply-gadget.xml?gadgetHeight=590</gadget> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 233 Cisco Finesse Configuration APIs LayoutConfig

</gadgets> </column> </columns> </tab> --> <!-- The following gadget provides Supervisor with advanced capabilities. Using this gadget, supervisors can manage Queues, Prompts, Calendars, and so on. Before including this gadget in Desktop Layout, ensure that the advanced capability is enabled in Unified CCX Administration. <tab> <id>ASCGadget</id> <icon>admin</icon> <label>finesse.container.tabs.supervisor.advancedcapabilities</label> <columns> <column> <gadgets> <gadget>https://localhost:8445/ascgadget/gadgets/ascgadget.xml</gadget> </gadgets> </column> </columns> </tab> --> </tabs> </layout> </finesseLayout> LayoutConfig APIs LayoutConfig—Get This API allows an administrator to get a copy of the LayoutConfig object. https://<FQDN>/finesse/api/LayoutConfig/default URI: https://finesse1.xyz.com/finesse/api/LayoutConfig/default Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Unauthorized 403: Forbidden 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 234 Cisco Finesse Configuration APIs LayoutConfig APIs

<LayoutConfig> <uri>/finesse/api/LayoutConfig/default</uri> <layoutxml> ... </layoutxml> </LayoutConfig> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: LayoutConfig—Set This API allows an administrator to update the default layout settings for the Finesse desktop. The XML data is verified to ensure that it is valid XML and that it conforms to the Finesse schema. Note https://<FQDN>/finesse/api/LayoutConfig/default URI: https://finesse1.xyz.com/finesse/api/LayoutConfig/default Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <LayoutConfig> <layoutxml><?xml version="1.0" encoding="UTF-8"> ... </layoutxml> </LayoutConfig> HTTP Request: layoutxml (required): The XML data that determines the layout of the Finesse desktop Request Parameters: 200: Success 400: Invalid Input 400: Parameter Missing 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 235 Cisco Finesse Configuration APIs LayoutConfig—Set

<ApiErrors> <ApiError> <ErrorType>Invalid Input</ErrorType> <ErrorMessage>layoutxml</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: LayoutConfig API Parameters Notes Possible Values Description Type Parameter — The URI to get a new copy of the LayoutConfig object. String uri Must be valid XML and must conform to the Finesse schema. — The XML data that determines the layout of the Finesse desktop. String layoutxml LayoutConfig API Errors Description Error Type Status The submitted XML is invalid or does not conform to the Finesse schema. Invalid Input 400 The layout XML file was not provided. Parameter Missing 400 Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (the user is not an administrator). Authorization Failure 401 The user attempted to run the API against the secondary Finesse server. Configuration APIs cannot be run against the secondary Finesse server. Forbidden 403 Any runtime exception is caught and responded with this error. Internal Server Error 500 ReasonCode The ReasonCode object represents a reason code that can be applied when an agent changes state. There are two categories of reason codes: not ready reason codes and sign out reason codes. Administrators can use either the ReasonCode APIs or the Finesse administration console to configure not ready and sign out reason codes. When using the APIs to configure reason codes, the administrator specifies the category of reason code in the request (NOT_READY or LOGOUT). Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 236 Cisco Finesse Configuration APIs LayoutConfig API Parameters

To prevent reporting problems, define your reason codes consistently on both Finesse and the platform (Unified CCE or Unified CCX). For example, if you create a not ready reason code in Finesse with a code of 413 and a label of “Meeting”, but create a not ready reason code in Unified CCE with a code of 413 and a description of “Lunch Break”, the Unified CCE report shows “Lunch Break” for any agent who selects that code. For more information about predefined reason codes for Unified CCE, see the Cisco Unified Contact Center Enterprise Reporting User Guide (http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_user_ guide_list.html). For more information about predefined reason codes for Unified CCX, see the Cisco Unified Contact Center Express CTI Protocol Developer Guide. System reason codes are defined by Unified CCE and Unified CCX. These reason codes are used by Finesse but not listed in the ReasonCode APIs. Note The ReasonCode object is structured as follows: <ReasonCode> <uri>/finesse/api/ReasonCode/{id}</uri> <category>NOT_READY|LOGOUT</category> <code></code> <label></label> <forAll>true|false</forAll> <systemCode>true|false</systemCode> </ReasonCode> ReasonCode APIs ReasonCode—Get The following GET APIs allow an administrator or an agent to get a copy of the ReasonCode object. https://<FQDN>/finesse/api/ReasonCode/<id> URI: https://finesse1.xyz.com/finesse/api/ReasonCode/45 Example URI: Administrators and agents can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 237 Cisco Finesse Configuration APIs ReasonCode APIs

200: Success 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ReasonCode> <uri>/finesse/api/ReasonCode/45</uri> <category>NOT_READY</category> <code>10</code> <label>Team Meeting</label> <forAll>true</forAll> <systemCode>true</systemCode> </ReasonCode> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: https://<FQDN>/finesse/api/ReasonCode?category=NOT_READY|LOGOUT&code=<code> URI: https://finesse1.xyz.com/finesse/api/ReasonCode?category=NOT_READY&code=45 Example URI: Administrators and agents can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 238 Cisco Finesse Configuration APIs ReasonCode—Get

<ReasonCode> <uri>/finesse/api/ReasonCode/45</uri> <category>NOT_READY</category> <code>10</code> <label>Team Meeting</label> <forAll>true</forAll> <systemCode>true</systemCode> </ReasonCode> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: ReasonCode—Get List This API allows an administrator to get a list of not ready or sign out reason codes. The required URI parameter category specifies whether to retrieve not ready reason codes, sign out reason codes or both. If the category parameter is missing, the API returns an error. https://<FQDN>/finesse/api/ReasonCodes?category=NOT_READY|LOGOUT|ALL URI: https://finesse1.xyz.com/finesse/api/ReasonCodes?category=ALL Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Invalid Input 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 239 Cisco Finesse Configuration APIs ReasonCode—Get List

<ReasonCodes category="ALL"> <ReasonCode> <uri>/finesse/api/ReasonCode/1</uri> <category>NOT_READY</category> ... Rest of ReasonCode Object .. </ReasonCode> <ReasonCode> <uri>/finesse/api/ReasonCode/2</uri> <category>LOGOUT</category> ... Rest of ReasonCode Object ... </ReasonCode> </ReasonCodes> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: ReasonCode—Create This API allows an administrator to create a new reason code. The administrator specifies the category, code, label, and forAll attributes for the reason code. Finesse supports a maximum of 100 global reason codes and 100 non-global reason codes for each category. You can create up to 100 global and 100 non-global reason codes with a category of NOT_READY, and 100 global and 100 non-global reason codes with a category of LOGOUT. The forAll parameter determines if a reason code is global (true) or non-global (false). If you provide two or more duplicate tags in the XML body for a POST operation, the value of the last duplicate tag is processed and all other duplicate tags are ignored. Note https://<FQDN>/finesse/api/ReasonCode/ URI: https://finesse1.xyz.com/finesse/api/ReasonCode/ Example URI: Only administrators can use this API. Security Constraints: POST HTTP Method: Application/XML Content Type: XML Input/Output Format: <ReasonCode> <category>NOT_READY</category> <code>24</code> <label>Lunch</label> <forAll>true</forAll> </ReasonCode> HTTP Request: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 240 Cisco Finesse Configuration APIs ReasonCode—Create

category (required): The category of reason code (NOT_READY or LOGOUT) code (required):The code for the reason code label (required): The UI label for the reason code forAll (required): Whether the reason code is global (true) or non-global (false) Request Parameters: 200: Success Finesse successfully created the new ReasonCode. The response contains an empty response body, and a "location:" header denoting the absolute URL of the newly created ReasonCode object Note 400: Bad Request 400: Finesse API Error 400: Maximum Exceeded 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: ReasonCode—Update This API allows an administrator to modify an existing reason code. The administrator specifies an existing reason code via the uri, which includes its id, along with the value of the field to update. At least one of the following parameters must be present in the HTTP request to update a reason code: code, label, or forAll. If none of these parameters are present, Finesse returns an Invalid Input error. You do not need to include the attributes (code, label, or forAll) that you do not want to change. For example, if you want to change only the label for an existing reason code from "In Meeting" to "Attend Meeting", you can send the following request: <ReasonCode> <label>Attend Meeting</label> </ReasonCode> If you provide two or more duplicate tags in the XML body for a PUT operation, the value of the last duplicate tag is processed and all other duplicate tags are ignored. Note https://<FQDN>/finesse/api/ReasonCode/<id> URI: https://finesse1.xyz.com/finesse/api/ReasonCode/456 Example URI: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 241 Cisco Finesse Configuration APIs ReasonCode—Update

Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <ReasonCode> <code>101</code> <label>Lunch Break</label> <forAll>true</forAll> </ReasonCode> HTTP Request: id (required): The database ID for the reason code code:The code for the reason code label: The UI label for the reason code forAll: Whether the reason code is global (true) or non-global (false) Your request must include at least one of the following parameters: code, label, or forAll. Note Request Parameters: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: ReasonCode—Delete This API allows an administrator to delete an existing reason code. https://<FQDN>/finesse/api/ReasonCode/<id> URI: https://finesse1.xyz.com/finesse/api/ReasonCode/ 423 Example URI: Only administrators can use this API. Security Constraints: DELETE HTTP Method: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 242 Cisco Finesse Configuration APIs ReasonCode—Delete

Application/XML Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: ReasonCode API Parameters Notes Possible Values Description Type Parameter — The URI to get a new copy of the ReasonCode object. String uri NOT_READY, LOGOUT The category of the reason code. String category The combination of code and category must be unique. Unified CCE: 1–65535 Unified CCX: 1–999 The code for the reason code Integer code Maximum of 40 characters. The combination of label and category must be unique. — The UI label for the reason code. String label true, false Whether a reason code is global (true) or non-global (false). Boolean forAll true, false The reserved status of the reason code. Boolean systemCode Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 243 Cisco Finesse Configuration APIs ReasonCode API Parameters

ReasonCode API Errors Description Error Type Status One of the required parameters was not provided or is invalid Bad Request 400 API error such as duplicated reason code or the reason code does not exist. Finesse API Error 400 The maximum number of items has been exceeded. Maximum Exceeded 400 Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (the user is not an administrator). Authorization Failure 401 The authenticated user tried to use the identity of another user. Invalid Authorization User Specified 401 The user attempted to run the API against the secondary Finesse server. Configuration APIs cannot be run against the secondary Finesse server. Forbidden 403 The specified resource cannot be found. Not Found 404 Any runtime exception is caught and responded with this error. Internal Server Error 500 WrapUpReason The WrapUpReason object represents a reason that an agent can apply to a call during call wrap-up. The WrapUpReason object is structured as follows: <WrapUpReason> <uri>/finesse/api/WrapUpReason/{id}</uri> <label></label> <forAll>true|false</forAll> </WrapUpReason> WrapUpReason APIs WrapUpReason—Get This API allows an administrator to get a copy of the WrapUpReason object. https://<FQDN>/finesse/api/WrapUpReason/<id> URI: https://finesse1.xyz.com/finesse/api/WrapUpReason/31 Example URI: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 244 Cisco Finesse Configuration APIs ReasonCode API Errors

Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <WrapUpReason> <uri>/finesse/api/WrapUpReason/31</uri> <label>Product Question</label> <forAll>false</forAll> </WrapUpReason> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: WrapUpReason—Get List This API allows an administrator to get a list of wrap-up reasons. https://<FQDN>/finesse/api/WrapUpReasons URI: https://finesse1.xyz.com/finesse/api/WrapUpReasons Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 245 Cisco Finesse Configuration APIs WrapUpReason—Get List

200: Success 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <WrapUpReasons> <WrapUpReason> ... Full WrapUpReason Object ... </WrapUpReason> <WrapUpReason> ... Full WrapUpReason Object ... </WrapUpReason> <WrapUpReason> ... Full WrapUpReason Object ... </WrapUpReason> </WrapUpReasons> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: WrapUpReason—Create This API allows an administrator to create a new wrap-up reason. The administrator specifies the label and forAll attributes for the wrap-up reason. Cisco Finesse does not support the use of extended ASCII characters required for additional alphabets in the wrap-up reasons. You must use only ASCII characters in the 0-127 range. For example, if you add a wrap-up reason that contains the character à (ASCII 133), it does not appear correctly on the agent desktop. Note Finesse supports a maximum of 100 global wrap-up reasons and 100 non-global wrap-up reasons. for each category. The forAll parameter determines if a reason code is global (true) or non-global (false). If you provide two or more duplicate tags in the XML body for a POST operation, the value of the last duplicate tag is processed and all other duplicate tags are ignored. Note https://<FQDN>/finesse/api/WrapUpReason/ URI: https://finesse1.xyz.com/finesse/api/WrapUpReason/ Example URI: Only administrators can use this API. Security Constraints: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 246 Cisco Finesse Configuration APIs WrapUpReason—Create

POST HTTP Method: Application/XML Content Type: XML Input/Output Format: <WrapUpReason> <label>Recommendation</label> <forAll>true</forAll> </WrapUpReason> HTTP Request: label (required): The UI label for the wrap-up reason forAll (required): Whether the wrap-up reason is global (true) or non-global (false) Request Parameters: 200: Success Finesse successfully created the new WrapUpReason. The response contains an empty response body, and a "location:" header denoting the absolute URL of the newly created WrapUpReason object Note 400: Maximum Exceeded 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: WrapUpReason—Update This API allows an administrator to modify an existing wrap-up reason. The administrator references the wrap-up reason by its ID and specifies the values of the fields to update. At least one of the following parameters must be present in the HTTP request to update a wrap-up reason: label or forAll. If neither of these parameters is present, Finesse returns an Invalid Input error. You do not need to include the attributes (label or forAll) that you do not need to change. For example, if you want to change only the label for an existing reason code from "Wrong Number" to "Wrong Department", you can send the following request: <WrapUpReason> <label>Wrong Department</label> </WrapUpReason> If you provide two or more duplicate tags in the XML body for a PUT operation, the value of the last duplicate tag is processed and all other duplicate tags are ignored. Note Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 247 Cisco Finesse Configuration APIs WrapUpReason—Update

https://<FQDN>/finesse/api/WrapUpReason/<id> URI: https://finesse1.xyz.com/finesse/api/WrapUpReason/43 Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <WrapUpReason> <label>Sales Call</label> <forAll>true</forAll> </WrapUpReason> HTTP Request: id (required): The database ID for the wrap-up reason label (required): The UI label for the reason code forAll (required): Whether the reason code is global (true) or non-global (false) Request Parameters: 200: Success 400: Finesse API Error 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: WrapUpReason—Delete This API allows an administrator to delete an existing wrap-up reason. https://<FQDN>/finesse/api/WrapUpReason/<id> URI: https://finesse1.xyz.com/finesse/api/WrapUpReason/23 Example URI: Only administrators can use this API. Security Constraints: DELETE HTTP Method: Application/XML Content Type: XML Input/Output Format: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 248 Cisco Finesse Configuration APIs WrapUpReason—Delete

— HTTP Request: 200: Success 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: WrapUpReason API Parameters Notes Possible Values Description Type Parameter — The URI to get a new copy of the WrapUpReason object. String uri Maximum of 39 bytes (which is equal to 39 US English characters). The label must be unique. — The UI label for the wrap-up reason. String label true, false Whether a wrap-up reason is global (true) or non-global (false). Boolean forAll WrapUpReason API Errors Description Error Type Status The request body is invalid Bad Request 400 API error such as duplicated wrap-up reason or the wrap-up reason does not exist. Finesse API Error 400 The maximum number of items has been exceeded. Maximum Exceeded 400 Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 249 Cisco Finesse Configuration APIs WrapUpReason API Parameters

Description Error Type Status Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (the user is not an administrator). Authorization Failure 401 The authenticated user tried to use the identity of another user. Invalid Authorization User Specified 401 The user attempted to run the API against the secondary Finesse server. Configuration APIs cannot be run against the secondary Finesse server. Forbidden 403 The specified resource cannot be found. Not Found 404 Any runtime exception is caught and responded with this error. Internal Server Error 500 ChatConfig The ChatConfig object is a container element that holds the Finesse chat configuration and URLs of the primary and secondary chat servers. The ChatConfig object is structured as follows: <ChatConfig> <uri>/finesse/api/ChatConfig</uri> <primaryNode></primaryNode> <secondaryNode></secondaryNode> </ChatConfig> ChatConfig APIs ChatConfig—Get This API allows an administrator to get a copy of the ChatConfig object. https://<FQDN>/finesse/api/ChatConfig URI: https://finesse1.xyz.com/finesse/api/ChatConfig Example URI: Administrators and agents can use this API. Security Constraints: GET HTTP Method: — Content Type: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 250 Cisco Finesse Configuration APIs ChatConfig

XML Input/Output Format: — HTTP Request: 200: Success 401: Unauthorized 403: Forbidden 500: Internal Server Error HTTP Response: <ChatConfig> <primaryNode></primaryNode> <secondaryNode></secondaryNode> <uri></uri> </ChatConfig> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: ChatConfig—Set This API allows an administrator to configure the desktop chat server settings. https://<FQDN>/finesse/api/ChatConfig URI: https://finesse1.xyz.com/finesse/api/ChatConfig Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <ChatConfig> <primaryNode>https://finessecup.xyz.com/httpbinding</primaryNode> <secondaryNode>https://finessecup2.xyz.com/httpbinding</secondaryNode> </ChatConfig> HTTP Request: primaryNode (optional): Primary node of the desktop chat server. secondaryNode (optional): The secondary node of the desktop chat server. Request Parameters: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 251 Cisco Finesse Configuration APIs ChatConfig—Set

200: Success 400: Invalid Input 400: Parameter Missing 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Invalid Input</ErrorType> <ErrorData>primaryNode</ErrorData> <ErrorMessage>Invalid Primary Node specified for ChatConfig</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: ChatConfig API Parameters Notes Possible Values Description Type Parameter — Valid URL with https protocol. The primary server node of the chat server. String primaryNode — Valid URL with https protocol. The secondary server node of the chat server. String secondaryNode ChatConfig API Errors Description Error Type Status One of the parameters provided as part of the user input is invalid or not recognized. Invalid Input 400 A required parameter was not provided in the request. Parameter Missing 400 Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (the user is not an administrator). Authorization Failure 401 The user is not authorized to use the API (the user is not an administrator). Forbidden 403 Any runtime exception is caught and responded with this error. Internal Server Error 500 Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 252 Cisco Finesse Configuration APIs ChatConfig API Parameters

Cloud Connect Configuration Cloud Connect is a component that hosts services that allow customers to use cloud capabilities such as Cisco Webex Experience Management. The administrator can configure the Cloud Connect server settings in the Finesse administration console to contact the Cisco cloud services. For more information, see Cisco Unified Contact Center Enterprise Features Guide at https://www.cisco.com/ c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html. The Cloud Connect configuration object is structured as follows: <CloudConnectConfig> <publisherAddress>ccpub.cisco.com</publisherAddress> <subscriberAddress>ccsub.cisco.com</subscriberAddress> <userName>admin</userName> <password>password</password> </CloudConnectConfig> Cloud Connect Configuration APIs Cloud Connect Configuration—Get This API allows an administrator to get a copy of the Cloud Connect configuration details. These details are stored in Finesse database. https://<FQDN>/finesse/api/CloudConnectConfig URI: https://finesse1.xyz.com/finesse/api/CloudConnectConfig Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: — Request Parameters: 200: Success 400: Bad Request 401: Authorization Failure 500: Internal Server Error 503: Service Unavailable HTTP Response: <CloudConnectConfig> <publisherAddress>ccpub.cisco.com</publisherAddress> <subscriberAddress>ccsub.cisco.com</subscriberAddress> <userName>admin</userName> <password>password</password> </CloudConnectConfig> Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 253 Cisco Finesse Configuration APIs Cloud Connect Configuration

<ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Cloud Connect Configuration—Set This API allows an administrator to configure the Cloud Connect server settings for Finesse. https://<FQDN>/finesse/api/CloudConnectConfig URI: https://finesse1.xyz.com/finesse/api/CloudConnectConfig Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <CloudConnectConfig> <publisherAddress>ccpub.cisco.com</publisherAddress> <subscriberAddress>ccsub.cisco.com</subscriberAddress> <userName>admin</userName> <password>password</password> </CloudConnectConfig> HTTP Request: publisherAddress (required): The Cloud Connect publisher address. subscriberAddress (optional): The Cloud Connect subscriber address. userName (required): The username to invoke the Cloud Connect APIs. password (required): The password to invoke the Cloud Connect APIs. Request Parameters: 200: Success 400: Bad Request 400: Parameter Missing 401: Authorization Failure 500: Internal Server Error 503: Service Unavailable HTTP Response: <CloudConnectConfig> <publisherAddress>ccpub.cisco.com</publisherAddress> <subscriberAddress>ccsub.cisco.com</subscriberAddress> <userName>admin</userName> <password>********</password> </CloudConnectConfig> Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 254 Cisco Finesse Configuration APIs Cloud Connect Configuration—Set

Example: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example: <ApiErrors> <ApiError> <ErrorType>Parameter Missing</ErrorType> <ErrorData>Username</ErrorData> <ErrorMessage>Missing required parameter</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Cloud Connect Integration—Delete This API allows an administrator to delete the Cloud Connect server settings for Finesse. https://<FQDN>/finesse/api/CloudConnectConfig URI: https://finesse1.xyz.com/finesse/api/CloudConnectConfig Example URI: Only administrators can use this API. Security Constraints: DELETE HTTP Method: Application/XML Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 401: Authorization Failure 500: Internal Server Error 503: Service Unavailable HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 255 Cisco Finesse Configuration APIs Cloud Connect Integration—Delete

Cloud Connect Configuration Parameters Notes Possible Values Description Type Parameter Mandatory — The FQDN of the Cloud Connect publisher. String publisherAddress Optional — The FQDN of the Cloud Connect subscriber. String subscriberAddress Mandatory — The username to invoke the Cloud Connect APIs. String userName Mandatory — The password to invoke the Cloud Connect APIs. String password Cloud Connect Configuration API Errors Description Error Type Status The request is malformed or incomplete or the extension provided is invalid. Bad Request 400 The required parameter was not provided in the request. Parameter Missing 400 Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (for example, an agent tries to use an API that only the administrator is authorized to use). Authorization Failure 401 Any runtime exception is caught and responded with this error. Internal Server Error 500 A dependent service is down (for example, the Cisco Finesse Notification Service or Cisco Finesse Database). Finesse is OUT_OF_SERVICE. Service Unavailable 503 MediaPropertiesLayout The MediaPropertiesLayout object represents the appearance of media properties in the call control gadget on the agent or supervisor desktop. Media properties are carried in Dialog objects. Administrators can create and customize multiple layouts for media properties. The MediaPropertiesLayout supports callVariable1 through callVariable10, ECC variables, and the following blended agent (outbound) variables: • BACampaign • BAAccountNumber Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 256 Cisco Finesse Configuration APIs Cloud Connect Configuration Parameters

• BAResponse • BAStatus • BADialedListID • BATimeZone • BABuddyName • BACustomerNumber (Unified CCX only) The MediaPropertiesLayout object is structured as follows: <MediaPropertiesLayout> <uri>/finesse/api/MediaPropertiesLayout/{id}</uri> <name>Layout name</name> <description>Layout description</description> <type>DEFAULT|CUSTOM</type> <header> <entry> <displayName>Customer Name</displayName> <mediaProperty>callVariable1</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> </header> <column> <entry> <displayName>Customer Name</displayName> <mediaProperty>callVariable1</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> <entry> <displayName>Customer Acct#</displayName> <mediaProperty>user.cisco.acctnum</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> </column> <column> <entry> <displayName>Support contract</displayName> <mediaProperty>callVariable2</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> <entry> <displayName>Product calling about</displayName> <mediaProperty>callVariable3</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> </column> </MediaPropertiesLayout> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 257 Cisco Finesse Configuration APIs MediaPropertiesLayout

MediaPropertiesLayout APIs MediaPropertiesLayout—Get This API allows an administrator to get a copy of the media properties layout associated with the specified ID. https://<FQDN>/finesse/api/MediaPropertiesLayout/{id} URI: https://finesse1.xyz.com/finesse/api/MediaPropertiesLayout/15 Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <MediaPropertiesLayout> ... Full MediaPropertiesLayoutConfig Object ... </MediaPropertiesLayout> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: MediaPropertiesLayout—Get Default Layout This API allows an administrator to get a copy of the default MediaPropertiesLayout object. Cisco Finesse supports this API for backward compatibility, but to get the default layout, developers must specify the default MediaPropertiesLayout ID in the MediaPropertiesLayout—Get API. Note https://<FQDN>/finesse/api/MediaPropertiesLayout/default URI: https://finesse1.xyz.com/finesse/api/MediaPropertiesLayout/default Example URI: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 258 Cisco Finesse Configuration APIs MediaPropertiesLayout APIs

Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <MediaPropertiesLayout> <uri>/finesse/api/MediaPropertiesLayout/{id}</uri> <name>Default</name> <description>This is the default layout</description> <type>DEFAULT</type> <header> <entry> <displayName>Customer Name</displayName> <mediaProperty>callVariable1</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> </header> <column> <entry> <displayName>Customer Name</displayName> <mediaProperty>callVariable1</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> <entry> <displayName>Customer Acct#</displayName> <mediaProperty>user.cisco.acctnum</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> </column> <column> <entry> <displayName>Support contract</displayName> <mediaProperty>callVariable2</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> <entry> <displayName>Product calling about</displayName> <mediaProperty>callVariable3</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> </column> </MediaPropertiesLayout> Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 259 Cisco Finesse Configuration APIs MediaPropertiesLayout—Get Default Layout

<ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: MediaPropertiesLayout—Get List This API allows an administrator to list all the media properties layouts configured in the system. https://<FQDN>/finesse/api/MediaPropertiesLayouts URI: https://finesse1.xyz.com/finesse/api/MediaPropertiesLayouts Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 400: Finesse API error 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 500: Internal Server Error HTTP Response: <MediaPropertiesLayouts> <MediaPropertiesLayout> ... Full MediaPropertiesLayout Object ... </MediaPropertiesLayout> <MediaPropertiesLayout> ... Full MediaPropertiesLayout Object ... </MediaPropertiesLayout> <MediaPropertiesLayout> ... Full MediaPropertiesLayout Object ... </MediaPropertiesLayout> </MediaPropertiesLayouts> Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 260 Cisco Finesse Configuration APIs MediaPropertiesLayout—Get List

<ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: If the Finesse database is down or if there is a problem retrieving the media properties layout from the database, then a GET on https://<server>/finesse/api/MediaPropertiesLayouts (or on https://<server>/finesse/api/MediaPropertiesLayout/default) returns the system defined default media properties layout with an ID of 0. Note MediaPropertiesLayout—Create This API allows an administrator to create a custom media properties layout. Finesse supports up to 200 media properties layouts (1 default and 199 custom media properties layouts). https://<FQDN>/finesse/api/MediaPropertiesLayout/ URI: https://finesse1.xyz.com/finesse/api/MediaPropertiesLayout/ Example URI: Only administrators can use this API. Security Constraints: POST HTTP Method: Application/XML Content Type: XML Input/Output Format: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 261 Cisco Finesse Configuration APIs MediaPropertiesLayout—Create

<MediaPropertiesLayout> <name>Layout name</name> <description>Layout description</description> <header> <entry> <displayName>Customer Name</displayName> <mediaProperty>callVariable1</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> </header> <column> <entry> <displayName>Customer Name</displayName> <mediaProperty>callVariable1</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> <entry> <displayName>Customer Acct#</displayName> <mediaProperty>user.cisco.acctnum</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> </column> <column> <entry> <displayName>Support contract</displayName> <mediaProperty>callVariable2</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> <entry> <displayName>Product calling about</displayName> <mediaProperty>callVariable3</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> </column> </MediaPropertiesLayout> HTTP Request: name (required): Name of the media properties layout description (optional): Description of the media properties layout header (optional): Mapping for a single mediaProperty to be displayed with a label on the call details in the agent or supervisor desktop column (optional): Grouping of mediaProperties for agent or supervisor desktops entry (optional): Contains a displayName and mediaProperty combination displayName (required): Name of the field to be displayed to the agent or supervisor mediaProperty (required): Value of the entry to be displayed to the agent or supervisor matched with the displayName in the same entry showInPopOver: Indicates if the call variables to be displayed in the Call PopOver are based on the set value (true or false) uiEditable: Indicates if the call variable values can be edited in the agent and supervisor desktop (true or false) Request Parameters: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 262 Cisco Finesse Configuration APIs MediaPropertiesLayout—Create

200: Success Finesse successfully created the new media properties layout. The response contains an empty response body and a location header that denotes the absolute URL of the newly created MediaPropertiesLayout object. Note 400: Parameter Missing 400: Invalid Input 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: MediaPropertiesLayout—Update This API allows an administrator to update the media properties layout associated with the specified ID. https://<FQDN>/finesse/api/MediaPropertiesLayout/{id} URI: https://finesse1.xyz.com/finesse/api/MediaPropertiesLayout/15 Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 263 Cisco Finesse Configuration APIs MediaPropertiesLayout—Update

<MediaPropertiesLayout> <name>Layout name</name> <description>Layout description</description> <header> <entry> <displayName>Customer Name</displayName> <mediaProperty>callVariable1</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> </header> <column> <entry> <displayName>Customer Name</displayName> <mediaProperty>callVariable1</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> <entry> <displayName>Customer Acct#</displayName> <mediaProperty>user.cisco.acctnum</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> </column> <column> <entry> <displayName>Support contract</displayName> <mediaProperty>callVariable2</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> <entry> <displayName>Product calling about</displayName> <mediaProperty>callVariable3</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> </column> </MediaPropertiesLayout> HTTP Request: name (required): Name of the media properties layout description (optional): Description of the media properties layout header (optional): Mapping for a single mediaProperty to be displayed with a label on the call details in the agent or supervisor desktop column (optional): Grouping of mediaProperties for agent or supervisor desktops entry (optional): Contains a displayName and mediaProperty combination displayName (required): Name of the field to be displayed to the agent or supervisor mediaProperty (required): Value of the entry to be displayed to the agent or supervisor matched with the displayName in the same entry showInPopOver: Indicates if the call variables to be displayed in the Call PopOver are based on the set value (true or false) uiEditable: Indicates if the call variable values can be edited in the agent and supervisor desktop (true or false) Request Parameters: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 264 Cisco Finesse Configuration APIs MediaPropertiesLayout—Update

200: Success 400: Parameter Missing 400: Invalid Input 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: MediaPropertiesLayout—Update Default Layout This API allows an administrator to update the default media properties layout for the Finesse desktop. Cisco Finesse supports this API for backward compatibility, but to update the default layout, developers must specify the default MediaPropertiesLayout ID in the MediaPropertiesLayout—Update API. Note https://<FQDN>/finesse/api/MediaPropertiesLayout/default URI: https://finesse1.xyz.com/finesse/api/MediaPropertiesLayout/default Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 265 Cisco Finesse Configuration APIs MediaPropertiesLayout—Update Default Layout

<MediaPropertiesLayout> <name>Default</name> <description>default layout</description> <header> <entry> <displayName>Customer Name</displayName> <mediaProperty>callVariable1</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> </header> <column> <entry> <displayName>Customer Name</displayName> <mediaProperty>callVariable1</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> <entry> <displayName>Customer Acct#</displayName> <mediaProperty>user.cisco.acctnum</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> </column> <column> <entry> <displayName>Support contract</displayName> <mediaProperty>callVariable2</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> <entry> <displayName>Product calling about</displayName> <mediaProperty>callVariable3</mediaProperty> <showInPopOver>false</showInPopOver> <uiEditable>false</uiEditable> </entry> </column> </MediaPropertiesLayout> HTTP Request: name (required): Name of the media properties layout description (optional): Description of the media properties layout header (optional): Contains displayName and mediaProperty that appears in the call header on the desktop column (optional): Grouping of media properties for the Finesse desktop (can contain a maximum of 10 entries) entry (optional): Contains a displayName and mediaProperty displayName (required): A label that describes the mediaProperty for that entry mediaProperty (required): The name of the variable for that entry showInPopOver: Indicates if the call variables to be displayed in the Call PopOver are based on the set value (true or false) uiEditable: Indicates if the call variable values can be edited in the agent and supervisor desktop (true or false) Request Parameters: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 266 Cisco Finesse Configuration APIs MediaPropertiesLayout—Update Default Layout

200: Success 400: Invalid Input 400: Parameter Missing 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorData>The entry contained an invalid media property: callVariable11</ErrorData> <ErrorType>Invalid Input</ErrorType> <ErrorMessage>HTTP Status code: 400 (Bad Request) Api Error Type: Invalid Input Error Message: Invalid media property name 'callVariable11' </ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: MediaPropertiesLayout—Delete This API allows an administrator to delete the custom media properties layout with the specified ID. https://<FQDN>/finesse/api/MediaPropertiesLayout/{id} URI: https://finesse1.xyz.com/finesse/api/MediaPropertiesLayout/15 Example URI: Only administrators can use this API. Administrators can only delete a media properties layout of type CUSTOM. Security Constraints: DELETE HTTP Method: Application/XML Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 401: Unauthorized 403: Forbidden 404: Not Found 500: Runtime exception HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 267 Cisco Finesse Configuration APIs MediaPropertiesLayout—Delete

<ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: If you attempt to delete the default media properties layout, the system responds with one of the following errors, depending on the API you use for the operation: Details HTTP Response API Used to Delete the Default Layout DELETE of the default media properties layout is forbidden with this API. 403 Forbidden https://<FQDN>/finesse/api/ MediaPropertiesLayout/{id} DELETE is not a supported operation with this API. 405 Method Not Allowed https://<FQDN>/finesse/api/ MediaPropertiesLayout/default Note MediaPropertiesLayout API Parameters Notes Possible Values Description Type Parameter — Contains a single entry (combination of displayName and mediaProperty) that appears in the call header on the desktop for each call. Object header Finesse supports up to two columns in the MediaProperties Layout object. Columns can contain up to 10 entries and can be empty. The first column supplied in a PUT is always the left column. The second column (if any) is always the right column. — Grouping of media properties for agent and supervisor desktops. Contains a list of entry objects Object column Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 268 Cisco Finesse Configuration APIs MediaPropertiesLayout API Parameters

Notes Possible Values Description Type Parameter Each entry must contain one displayName and one mediaProperty. The displayName can be empty. — A displayName and mediaProperty combination. Object -->entry Maximum of 50 characters. — Part of an entry. A label that describes the mediaProperty for that entry (for example, Customer Name). The label appears on the Finesse desktop. String --->displayName Maximum of 32 characters. Allowed strings include callVariable1 through callVariable10, any valid ECC variable (user.*), and the following Outbound Option variables: • BACampaign • BAAccountNumber • BAResponse • BAStatus • BADialedListID • BATimeZone • BABuddyName • BACustomerNumber (Unified CCX only) The name of the variable that is displayed on the Finesse desktop. Each entry contains exactly one mediaProperty. String --->mediaProperty Default value for this parameter is FALSE. TRUE, FALSE Indicates the call variables to be displayed in the Call PopOver and in Supervisor team performance gadget based on the value. Boolean --->showInPopOver Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 269 Cisco Finesse Configuration APIs MediaPropertiesLayout API Parameters

Notes Possible Values Description Type Parameter Default value for this parameter is FALSE. TRUE, FALSE Indicates the call variables that are editable in the agent and supervisor desktop. Note • Call variable (callVariable1 to callVariable10) values are editable. • ECC variable values are editable. • Amongst BA variables (campaign based outbound calls), only BA Response value is editable. Boolean --->uiEditable MediaPropertiesLayout API Errors Description Error Type Status At least one of the parameters provided is not valid. Invalid Input 400 At least one of the required parameters was not provided. Parameter Missing 400 The maximum number of items has been exceeded. Maximum Exceeded 400 The user has selected more than five call variables when configuring call pop-over for a layout. Invalid Input 400 Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (the user is not an administrator). Authorization Failure 401 The user attempted to run the API against the secondary Finesse server. Configuration APIs cannot be run against the secondary Finesse server. Forbidden 403 Any runtime exception is caught and responded with this error. Internal Server Error 500 Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 270 Cisco Finesse Configuration APIs MediaPropertiesLayout API Errors

PhoneBook The PhoneBook object represents a phone book that contains contacts. Each PhoneBook object contains a Contacts summary object. Phone books can be assigned globally (to all agents) or to specific teams. Finesse supports a maximum of 10 global phone books and 300 team phone books. The PhoneBook object is structured as follows: <PhoneBook> <uri>/finesse/api/PhoneBook/{id}</uri> <name></name> <type></type> <contacts>/finesse/api/PhoneBook/{id}/Contacts</contacts> </PhoneBook> PhoneBook APIs PhoneBook—Get This API allows an administrator to get a specific phone book. https://<FQDN>/finesse/api/PhoneBook/<id> URI: https://finesse1.xyz.com/finesse/api/PhoneBook/34 Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Finesse API Error 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 271 Cisco Finesse Configuration APIs PhoneBook

<PhoneBook> <uri>/finesse/api/PhoneBook/34</uri> <name>Phonebook 1</name> <type>GLOBAL</type> <contacts>/finesse/api/PhoneBook/34/Contacts</contacts> </PhoneBook> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: PhoneBook—Get List This API allows an administrator to get a list of all global and team phone books. Agents' personal phone books are not returned. https://<FQDN>/finesse/api/PhoneBooks URI: https://finesse1.xyz.com/finesse/api/PhoneBooks Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 272 Cisco Finesse Configuration APIs PhoneBook—Get List

<PhoneBooks> <PhoneBook> ...Full PhoneBook Object... </PhoneBook> <PhoneBook> ...Full PhoneBook Object... </PhoneBook> <PhoneBook> ...Full PhoneBook Object... </PhoneBook> </PhoneBooks> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: PhoneBook—Create This API allows an administrator to create a new phone book. The administrator specifies the name and type for the phone book. https://<FQDN>/finesse/api/PhoneBook/ URI: https://finesse1.xyz.com/finesse/api/PhoneBook/ Example URI: Only administrators can use this API. Security Constraints: POST HTTP Method: Application/XML Content Type: XML Input/Output Format: <PhoneBook> <name>PhoneBook1</name> <type>GLOBAL</type> </PhoneBook> HTTP Request: name (required): The name of the phone book type (required): The type of phone book (GLOBAL or TEAM) Request Parameters: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 273 Cisco Finesse Configuration APIs PhoneBook—Create

200: Success Finesse successfully created the new phone book. The server response contains an empty response body and a location header that denotes the absolute URL of the new phone book. Note 400: Invalid Input 400: Parameter Missing 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: PhoneBook—Update This API allows an administrator to modify an existing phone book. https://<FQDN>/finesse/api/PhoneBook/<id> URI: https://finesse1.xyz.com/finesse/api/PhoneBook/45 Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <PhoneBook> <name>PhoneBook2</name> <type>TEAM</type> </PhoneBook> HTTP Request: id (required): The database ID for the phone book name (required): The name of the phone book type (required): The type of phone book (GLOBAL or TEAM) Request Parameters: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 274 Cisco Finesse Configuration APIs PhoneBook—Update

202: Successfully Accepted 400: In Use 400: Invalid Input 400: Parameter Missing 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: PhoneBook—Delete This API allows an administrator to delete an existing phone book. https://<FQDN>/finesse/api/PhoneBook/<id> URI: https://finesse1.xyz.com/finesse/api/PhoneBook/43 Example URI: Only administrators can use this API. Security Constraints: DELETE HTTP Method: Application/XML Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: In Use 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 275 Cisco Finesse Configuration APIs PhoneBook—Delete

PhoneBook—Import Contact List (CSV) This API allows an administrator to replace all the contacts in a specific phonebook by importing a list of contacts in a comma-separated values (CSV) file. The CSV file can contain up to 6000 contacts. Cisco Finesse supports a system-wide total of 50,000 contacts. All existing contacts in the phonebook are deleted before the new contacts are inserted. Contacts that contain errors are not inserted. Contacts that are error-free or contacts that contain missing or empty fields are inserted. In general, the import is fault-tolerant. The CSV file is sent using standard web form syntax and is delivered to the Cisco Finesse server as multipart/form data. This format is particular about formatting. Lines in the CSV file must be separated by carriage returns and newlines (\r\n). To import: 1. Use the PhoneBook—Get List API to get a list of all the global and team phonebooks. From the returned list, find the id of the phonebook containing the contacts that need to be replaced. The phonebook id can be found in the uri field. 2. Create a Web Form HTML file by copying the below HTML into a new file. In the form action field, replace <FQDN> with the FQDN of the Finesse server and <id> with the phonebook id obtained from Step 1. Save the file on your desktop as a HTML file. Example: phonebook.html. <form action="https://<FQDN>/finesse/api/PhoneBook/<id>/Contacts/csvFileContent" enctype="multipart/form-data" method="post"> <p> File(s): <input type="file" name="datafile" size="40"> </p> <div> <input type="submit" value="Import"> </div> </form> 3. Create a CSV file with the phonebook content you want to upload. Example: pb.csv (Also saved to the Desktop). "First Name","Last Name","Phone Number","Notes" "Agent","10001","20001","Sales" "Agent","10002","20002","Service" "Agent","10003","20011","Supervisor" "","VVB","090011","HelloWorld" "","Survivability","090011","To HelloWorld" 4. Run the phonebook.html file. A browser window opens. 5. Click Browse and select the pb.csv file. 6. Click Import. https://<FQDN>/finesse/api/PhoneBook/<id>/Contacts/csvFileContent URI: https://finesse1.xyz.com/finesse/api/PhoneBook/34/Contacts/csvFileContent Example URI: Only administrators can use this API. Security Constraints: POST HTTP Method: text/CSV Content Type: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 276 Cisco Finesse Configuration APIs PhoneBook—Import Contact List (CSV)

text/plain, text/CSV Input/Output Format: <form action="https://finesse1.xyz.com/finesse/api/PhoneBook/34/Contacts/csvFileContent" enctype="multipart/form-data" method="post"> <p> File(s): <input type="file" name="datafile" size="40"> </p> <div> <input type="submit" value="Import"> </div> </form> Example HTML Form: -----------------------------13290916118636 Content-Disposition: form-data; name="phonebook" -----------------------------13290916118636 Content-Disposition: form-data; name="datafile"; filename="pb.csv" Content-Type: application/vnd.ms-excel "First Name","Last Name","Phone Number","Notes" "Amanda","Cohen","6511234","" "Nicholas","Knight","6125551228","Sales" "Natalie","Lambert","9525559876","Benefits" "Joseph","Stonetree","6515557612","Manager" HTTP Request: id (required): The database ID for the phonebook Request Parameters: 202: Successfully Accepted This response indicates a successful completion of the request. The request is processed and the actual response is sent as part of and updated to the PhoneBook object. Note 400: Invalid Input 400: Maximum Exceeded 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: PhoneBook—Import Contact List (XML) This API allows an administrator to replace all the contacts in a specific phone book by importing a collection of contacts. The collection can contain up to 6000 contacts. All existing contacts in the phone book are deleted before the new contacts are inserted. Contacts that contain errors are not inserted. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 277 Cisco Finesse Configuration APIs PhoneBook—Import Contact List (XML)

https://<FQDN>/finesse/api/PhoneBook/<id>/Contacts URI: https://finesse1.xyz.com/finesse/api/PhoneBook/34/Contacts Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <Contacts> <Contact> ...Full Contact Object... </Contact> <Contact> ...Full Contact Object... </Contact> <Contact> ...Full Contact Object </Contact> HTTP Request: id (required): The database ID for the phone book Request Parameters: 202: Successfully Accepted This response indicates a successful completion of the request. The request is processed and the actual response is sent as part of and updated to the PhoneBook object. Note Some of the data could not be imported because it was invalid. The ErrorData field contains a list of lines that were not imported. This response indicates partial success because some data was uploaded. Note 400: Invalid Input 400: Maximum Exceeded 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: PhoneBook—Export Contact List This API allows an administrator to export a list of contacts that belong to a specific phone book. The list is exported in CSV format. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 278 Cisco Finesse Configuration APIs PhoneBook—Export Contact List

https://<FQDN>/finesse/api/PhoneBook/<id>/Contacts/csvFileContent URI: https://finesse1.xyz.com/finesse/api/PhoneBook/34/Contacts/csvFileContent Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: text/CSV Content Type: Multipart/form-data type=file Input/Output Format: "First Name","Last Name","Phone Number","Notes" "Amanda","Cohen","6511234","" "Nicholas","Knight","6125551228","Sales" "Natalie","Lambert","9525559876","Benefits" "Joseph","Stonetree","6515557612","Manager" Example Exported CSV File: 200: Success This response indicates a successful completion of the request. After a successful request, browser clients are prompted to save the returned content as a CSV file. Note 400: Finesse API Error 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: PhoneBook API Parameters Notes Possible Values Description Type Parameter The id in the URI maps to the primary key of the phone book entry. — The URI to get a new copy of the PhoneBook object. String uri — The name of the phone book. String name GLOBAL, TEAM The type of phone book. String type Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 279 Cisco Finesse Configuration APIs PhoneBook API Parameters

PhoneBook API Errors Description Error Type Status API error such as the object is stale or does not exist. Finesse API Error 400 One of the input parameters exceeded constraints. Contacts could not be imported because the data was invalid. The file may be empty or may not contain any valid lines. If the ErrorData field contains no lines, there may not be data to import. The multipart mime message may have been improperly formatted or did not contain a file. The multipart mime message may have been improperly formatted or did not contain a file. In this case, the existing records are overwritten. Invalid Input 400 The phone book is assiged to a team. You cannot change a team phone book to a global phone book if it is use. You cannot delete a phone book if it is use. In Use 400 The maximum number of phone books or contacts has been exceeded. Maximum Exceeded 400 A required parameter was not present in the request. Parameter Missing 400 Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (the user is not an administrator). Authorization Failure 401 The authenticated user tried to use the identity of another user. Invalid Authorization User Specified 401 The user attempted to run the API against the secondary Finesse server. Configuration APIs cannot be run against the secondary Finesse server. Forbidden 403 The specified resource cannot be found. Not Found 404 Any runtime exception is caught and responded with this error. Internal Server Error 500 Contact The Contact object represents a contact that can be assigned to a phone book. A phone book can contain up to 6000 contacts. Finesse supports a system-wide total of 50,000 contacts. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 280 Cisco Finesse Configuration APIs PhoneBook API Errors

The Contact object is structured as follows: <Contact> <firstName></firstName> <lastName></lastName> <phoneNumber></phoneNumber> <description></description> <uri>/finesse/api/PhoneBook/{phoneBookId}/Contact/{id}</uri> </Contact> Contact APIs Contact—Get This API allows an administrator to get a specific phone book contact. https://<FQDN>/finesse/api/PhoneBook/<phoneBookId>/Contact/<id> URI: https://finesse1.xyz.com/finesse/api/PhoneBook/34/Contact/785 Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <Contact> <firstName>John</firstName> <lastName>Doe</lastName> <phoneNumber>5551234</phoneNumber> <description>Accounts Manager</description> <uri>/finesse/api/PhoneBook/34/Contact/785</uri> </Contact> Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 281 Cisco Finesse Configuration APIs Contact APIs

<ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Contact—Get List This API allows an administrator to get a list of contacts for a specific phone book. https://<FQDN>/finesse/api/PhoneBook/<phoneBookId>/Contacts URI: https://finesse1.xyz.com/finesse/api/PhoneBook/34/Contacts Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <Contacts> <Contact> ...Full Contact Object... </Contact> <Contact> ...Full Contact Object... </Contact> <Contact> ...Full Contact Object... </Contact> </Contacts> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 282 Cisco Finesse Configuration APIs Contact—Get List

Contact—Create This API allows an administrator to create a new phone book contact. https://<FQDN>/finesse/api/PhoneBook/<phoneBookId>/Contact/ URI: https://finesse1.xyz.com/finesse/api/PhoneBook/34/Contact/ Example URI: Only administrators can use this API. Security Constraints: POST HTTP Method: Application/XML Content Type: XML Input/Output Format: <Contact> <firstName>Jerry</firstName> <lastName>Green</lastName> <phoneNumber>5554444</phoneNumber> <description>Product Expert</description> </Contact> HTTP Request: phoneBookId (required): Maps to the primary key of the phone book to which the contact belongs firstName (optional): The first name of the contact lastName (optional): The last name of the contact phoneNumber (required): The phone number of the contact description (optional): A description for the contact Request Parameters: 200: Success Finesse successfully created the new contact. The server response contains an empty response body and a location header that denotes the absolute URL of the new contact. Note 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 283 Cisco Finesse Configuration APIs Contact—Create

Contact—Update This API allows an administrator to modify a specific phone book contact. https://<FQDN>/finesse/api/PhoneBook/<phoneBookId>/Contact/<id> URI: https://finesse1.xyz.com/finesse/api/PhoneBook/45 /Contact/787 Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <Contact> <firstName>Marie</firstName> <lastName>Brown</lastName> <phoneNumber>5554444</phoneNumber> <description>Product Expert</description> </Contact> HTTP Request: phoneBookId (required): Maps to the primary key of the phone book to which the contact belongs id (required): Maps to the primary key of the contact entry firstName (optional): The first name of the contact lastName (optional): The last name of the contact phoneNumber (required): The phone number of the contact description (optional): A description for the contact Request Parameters: 202: Successfully Accepted 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Contact—Delete This API allows an administrator to delete an existing phone book contact. https://<FQDN>/finesse/api/PhoneBook/<phoneBookId>/Contact/<id> URI: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 284 Cisco Finesse Configuration APIs Contact—Update

https://finesse1.xyz.com/finesse/api/PhoneBook/43 /Contact/1523 Example URI: Only administrators can use this API. Security Constraints: DELETE HTTP Method: Application/XML Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: Contact API Parameters Notes Possible Values Description Type Parameter The phoneBookId in the URI maps to the primary key of the phone book to which the contact belongs. The id in the URI maps to the primary key of the contact entry. — The URI to get a new copy of the Contact object. String uri Maximum of 128 characters. — The first name of the contact. String firstName Maximum of 128 characters. — The last name of the contact. String lastName Maximum of 32 characters. — The phone number for the contact. String phoneNumber Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 285 Cisco Finesse Configuration APIs Contact API Parameters

Notes Possible Values Description Type Parameter Maximum of 128 characters. — A description of the contact. String description Contact API Errors Description Error Type Status The request body is invalid. Bad Request 400 API error such as the object is stale or does not exist. Finesse API Error 400 Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (the user is not an administrator). Authorization Failure 401 The user attempted to run the API against the secondary Finesse server. Configuration APIs cannot be run against the secondary Finesse server. Forbidden 403 The specified resource cannot be found. Not Found 404 Any runtime exception is caught and responded with this error. Internal Server Error 500 Workflow The Workflow object represents a workflow that can be assigned to a team. Workflows manage agent activity based on call events. Workflows have triggers and conditions, which are used to determine whether the associated actions are run. The Workflow object contains the following subobjects: TriggerSet, ConditionSet, and workflowActions. The Workflow object is structured as follows: <Workflow> <uri>/finesse/api/Workflow/{id}</uri> <name></name> <description></description> <media></media> <TriggerSet> <type></type> <name></name> <allowOverlappingCallWorkflow></allowOverlappingCallWorkflow> <triggers> <Trigger> <Variable> <name></name> <node></node> <type></type> </Variable> <comparator></comparator> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 286 Cisco Finesse Configuration APIs Contact API Errors

<value></value> </Trigger> <Trigger> <Variable> <name></name> <node></node> <type></type> </Variable> <comparator></comparator> <value></value> </Trigger> </triggers> </TriggerSet> <ConditionSet> <applyMethod></applyMethod> <conditions> <Condition> <Variable> <name></name> <type></type> </Variable> <comparator></comparator> <value></value> </Condition> <Condition> <Variable> <name></name> <type></type> </Variable> <comparator></comparator> <value></value> </Condition> </conditions> </ConditionSet> <workflowActions> <WorkflowAction> <name></name> <type></type> <uri>/finesse/api/WorkflowAction/{id}</uri> </WorkflowAction> <WorkflowAction> <name></name> <type></type> <uri>/finesse/api/WorkflowAction/{id}</uri> </WorkflowAction> </workflowActions> </Workflow> The following SYSTEM TriggerSets are defined by the Finesse system. When you create a workflow, you need only specify the name and type of SYSTEM. The TriggerSets are automatically expanded when retrieved by the User—Get list of workflows API. CALL_ARRIVES <TriggerSet> <type>SYSTEM</type> <name>CALL_ARRIVES</name> <triggers> <Trigger> <Variable> <name>mediaType</name> <node>//Dialog/mediaType</node> <type>CUSTOM</type> </Variable> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 287 Cisco Finesse Configuration APIs Workflow

<comparator>IS_EQUAL</comparator> <value>Voice</value> </Trigger> <Trigger> <Variable> <name>callType</name> <node>//Dialog/mediaProperties/callType</node> <type>CUSTOM</type> </Variable> <comparator>IS_IN_LIST</comparator> <value>ACD_IN,PREROUTE_ACD_IN,PREROUTE_DIRECT_AGENT,TRANSFER,OVERFLOW_IN, OTHER_IN,AGENT_OUT,OUT,OUTBOUND,AGENT_INSIDE,OFFERED,CONSULT, CONSULT_OFFERED,CONSULT_CONFERENCE,CONFERENCE,TASK_ROUTED_BY_ICM, TASK_ROUTED_BY_APPLICATION,VOICE_CALL_BACK,NON_ACD, SUPERVISOR_BARGE_IN,NULL</value> </Trigger> <Trigger> <Variable> <name>state</name> <node>//Dialog/participants/Participant/mediaAddress [.=${extension}]/../state</node> <type>CUSTOM</type> </Variable> <comparator>IS_IN_LIST</comparator> <value>ALERTING,ACTIVE,HELD</value> </Trigger> <Trigger> <Variable> <name>fromAddress</name> <node>//Dialog/fromAddress</node> <type>CUSTOM</type> </Variable> <comparator>IS_NOT_EQUAL</comparator> <value>${extension}</value> </Trigger> </triggers> </TriggerSet> CALL_ANSWERED <TriggerSet> <type>SYSTEM</type> <name>CALL_ANSWERED</name> <triggers> <Trigger> <Variable> <name>mediaType</name> <node>//Dialog/mediaType</node> <type>CUSTOM</type> </Variable> <comparator>IS_EQUAL</comparator> <value>Voice</value> </Trigger> <Trigger> <Variable> <name>callType</name> <node>//Dialog/mediaProperties/callType</node> <type>CUSTOM</type> </Variable> <comparator>IS_IN_LIST</comparator> <value>ACD_IN,PREROUTE_ACD_IN,PREROUTE_DIRECT_AGENT,TRANSFER,OVERFLOW_IN, OTHER_IN,AGENT_OUT,OUT,OUTBOUND,AGENT_INSIDE,OFFERED,CONSULT,CONSULT_OFFERED, CONSULT_CONFERENCE,CONFERENCE,TASK_ROUTED_BY_ICM,TASK_ROUTED_BY_APPLICATION, VOICE_CALL_BACK,NON_ACD,SUPERVISOR_BARGE_IN,NULL</value> </Trigger> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 288 Cisco Finesse Configuration APIs Workflow

<Trigger> <Variable> <name>state</name> <node>//Dialog/participants/Participant/mediaAddress [.=${extension}]/../state</node> <type>CUSTOM</type> </Variable> <comparator>IS_EQUAL</comparator> <value>ACTIVE</value> </Trigger> <Trigger> <Variable> <name>fromAddress</name> <node>//Dialog/fromAddress</node> <type>CUSTOM</type> </Variable> <comparator>IS_NOT_EQUAL</comparator> <value>${extension}</value> </Trigger> </triggers> </TriggerSet> CALL_ENDS <TriggerSet> <type>SYSTEM</type> <name>CALL_ENDS</name> <triggers> <Trigger> <Variable> <name>mediaType</name> <node>//Dialog/mediaType</node> <type>CUSTOM</type> </Variable> <comparator>IS_EQUAL</comparator> <value>Voice</value> </Trigger> <Trigger> <Variable> <name>callType</name> <node>//Dialog/mediaProperties/callType</node> <type>CUSTOM</type> </Variable> <comparator>IS_IN_LIST</comparator> <value>ACD_IN,PREROUTE_ACD_IN,PREROUTE_DIRECT_AGENT,TRANSFER,OVERFLOW_IN, OTHER_IN,AGENT_OUT,OUT,OUTBOUND,AGENT_INSIDE,OFFERED,CONSULT,CONSULT_OFFERED, CONSULT_CONFERENCE,CONFERENCE,TASK_ROUTED_BY_ICM,TASK_ROUTED_BY_APPLICATION, VOICE_CALL_BACK,NON_ACD,SUPERVISOR_BARGE_IN,NULL</value> </Trigger> <Trigger> <Variable> <name>state</name> <node>//Dialog/participants/Participant/mediaAddress [.=${extension}]/../state</node> <type>CUSTOM</type> </Variable> <comparator>IS_IN_LIST</comparator> <value>DROPPED,WRAP_UP</value> </Trigger> </triggers> </TriggerSet> CALL_IS_MADE Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 289 Cisco Finesse Configuration APIs Workflow

<TriggerSet> <type>SYSTEM</type> <name>CALL_IS_MADE</name> <triggers> <Trigger> <Variable> <name>mediaType</name> <node>//Dialog/mediaType</node> <type>CUSTOM</type> </Variable> <comparator>IS_EQUAL</comparator> <value>Voice</value> </Trigger> <Trigger> <Variable> <name>callType</name> <node>//Dialog/mediaProperties/callType</node> <type>CUSTOM</type> </Variable> <comparator>IS_IN_LIST</comparator> <value>ACD_IN,PREROUTE_ACD_IN,PREROUTE_DIRECT_AGENT,TRANSFER,OVERFLOW_IN, OTHER_IN,AGENT_OUT,OUT,OUTBOUND,AGENT_INSIDE,OFFERED,CONSULT,CONSULT_OFFERED, CONSULT_CONFERENCE,CONFERENCE,TASK_ROUTED_BY_ICM,TASK_ROUTED_BY_APPLICATION, VOICE_CALL_BACK,NON_ACD,SUPERVISOR_BARGE_IN,NULL</value> </Trigger> <Trigger> <Variable> <name>state</name> <node>//Dialog/participants/Participant/mediaAddress [.=${extension}]/../state</node> <type>CUSTOM</type> </Variable> <comparator>IS_IN_LIST</comparator> <value>INITIATED,FAILED,ACTIVE,HELD</value> </Trigger> <Trigger> <Variable> <name>fromAddress</name> <node>//Dialog/fromAddress</node> <type>CUSTOM</type> </Variable> <comparator>IS_EQUAL</comparator> <value>${extension}</value> </Trigger> </triggers> </TriggerSet> CALL_IS_PREVIEWED <TriggerSet> <type>SYSTEM</type> <name>CALL_IS_PREVIEWED</name> <triggers> <Trigger> <Variable> <name>mediaType</name> <node>//Dialog/mediaType</node> <type>CUSTOM</type> </Variable> <comparator>IS_EQUAL</comparator> <value>Voice</value> </Trigger> <Trigger> <Variable> <name>callType</name> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 290 Cisco Finesse Configuration APIs Workflow

<node>//Dialog/mediaProperties/callType</node> <type>CUSTOM</type> </Variable> <comparator>IS_EQUAL</comparator> <value>OUTBOUND_PREVIEW</value> </Trigger> </triggers> </TriggerSet> Workflow APIs Workflow—Get This API allows an administrator to get a specific Workflow object. https://<FQDN>/finesse/api/Workflow/<id> URI: https://finesse1.xyz.com/finesse/api/Workflow/195 Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 291 Cisco Finesse Configuration APIs Workflow APIs

Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 292 Cisco Finesse Configuration APIs Workflow—Get

<Workflow> <uri>/finesse/api/Workflow/195</uri> <name>Workflow A</name> <description>Workflow description</description> <media>Media Channel</media> <TriggerSet> <type>SYSTEM</type> <name>CALL_ARRIVES</name> <triggers> <Trigger> <Variable> <name>mediaType</name> <node>//Dialog/mediaType</node> <type>CUSTOM</type> </Variable> <comparator>IS_EQUAL</comparator> <value>Voice</value> </Trigger> <Trigger> <Variable> <name>callType</name> <node>//Dialog/mediaProperties/callType</node> <type>CUSTOM</type> </Variable> <comparator>IS_IN_LIST</comparator> <value>ACD_IN,PREROUTE_ACD_IN,PREROUTE_ DIRECT_AGENT,TRANSFER,OVERFLOW_IN, OTHER_IN,AGENT_OUT,OUT,OUTBOUND,OUTBOUND_ CALLBACK,OUTBOUND_PERSONAL_CALLBACK,AGENT_INSIDE, OFFERED,CONSULT,CONSULT_OFFERED,CONSULT_CONFERENCE, CONFERENCE,TASK_ROUTED_BY_ICM,TASK_ROUTED_BY_ APPLICATION,VOICE_CALL_BACK,NON_ACD,SUPERVISOR_ BARGE_IN,NULL</value> </Trigger> <Trigger> <Variable> <name>state</name> <node>//Dialog/participants/Participant/mediaAddress[.=${userExtension}]/../state</node> <type>CUSTOM</type> </Variable> <comparator>IS_IN_LIST</comparator> <value>ALERTING,ACTIVE,HELD</value> </Trigger> </triggers> </TriggerSet> <ConditionSet> <applyMethod>ALL</applyMethod> <conditions> <Condition> <Variable> <name>callVariable1</name> <type>SYSTEM</type> </Variable> <comparator>CONTAINS</comparator> <value>1234</value> </Condition> <Condition> <Variable> <name>user.foo.bar[1}</name> <node>/dialogs/Dialog/mediaProperties/callvariables/CallVariable/name[.="user.foo.bar[1]"]/../value</node> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 293 Cisco Finesse Configuration APIs Workflow—Get

<type>CUSTOM</type> </Variable> <comparator>IS_NOT_EMPTY</comparator> </Condition> </conditions> </ConditionSet> <workflowActions> <WorkflowAction> <name>Google</name> <type>BROWSER_POP</type> <uri>/finesse/api/WorkflowAction/1234</uri> </WorkflowAction> <WorkflowAction> <name>Company Web Page</name> <type>BROWSER_POP</type> <uri>/finesse/api/WorkflowAction/9876</uri> </WorkflowAction> </workflowActions> </Workflow> <ApiErrors> <ApiError> <ErrorData>Workflow 10009 not found.</ErrorData> <ErrorType>Not Found</ErrorType> <ErrorMessage>HTTP Status code:404 (Not Found) Api Error Type: Not Found Error Message: Workflow not found with an id of 10009 </ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Workflow—Get List This API allows an administrator to get a list of workflows. https://<FQDN>/finesse/api/Workflows URI: https://finesse1.xyz.com/finesse/api/Workflows Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 294 Cisco Finesse Configuration APIs Workflow—Get List

200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <Workflows> <Workflow> ...Full Workflow Object... </Workflow> <Workflow> ...Full Workflow Object... </Workflow> <Workflow> ...Full Workflow Object... </Workflow> </Workflows> Example Response: <ApiErrors> <ApiError> <ErrorData>Database read/write error</ErrorData> <ErrorType>Bad Request</ErrorType> <ErrorMessage> HTTP Status code: 400 (Bad Request) Api Error Type: Bad Request Error Message: Database read/write error </ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Workflow—Create This API allows an administrator to create a new workflow. Finesse supports a maximum of 100 workflows. If you provide two or more duplicate tags during a POST, the value of the last duplicate tag is processed and all other duplicate tags are ignored. Note https://<FQDN>/finesse/api/Workflow/ URI: https://finesse1.xyz.com/finesse/api/Workflow/ Example URI: Only administrators can use this API. Security Constraints: POST HTTP Method: Application/XML Content Type: XML Input/Output Format: <Workflow> ...Full Workflow Object... </Workflow> HTTP Request: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 295 Cisco Finesse Configuration APIs Workflow—Create

id (required): Maps to the primary key of the workflow entry name (required): The name of the workflow description (optional): A description of the workflow Media (optional): The media of the workflow TriggerSet (required): A set of events that cause the conditions to be evaluated ConditionSet (optional): A set of conditions that determine if the workflow is run workflowActions (optional): A list of workflow actions to run if the trigger and conditions are satisfied Request Parameters: 200: Success Finesse successfully created the new workflow. The server response contains an empty response body and a location header that denotes the absolute URL of the new phone book. Note 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorData>Duplicate Workflow name.</ErrorData> <ErrorType>Database constraint violation</ErrorType> <ErrorMessage> HTTP Status code: 400 (Bad Request) Api Error Type: Database constraint violation Error Message: A workflow with the same name already exists </ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Workflow—Update This API allows an administrator to update an existing workflow. If the attributes (name, description, TriggerSet, ConditionSet, workflowActions) for the specified workflow do not change, the request does not need to include those attributes. If an attribute is not specified, the current value is retained. However, you must specify at least one attribute in the request. If you only want to change the description of the workflow, you can make the following request: <Workflow> <description>New description</description> </Workflow> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 296 Cisco Finesse Configuration APIs Workflow—Update

If you provide two or more duplicate tags during a PUT, the value of the last duplicate tag is processed and all other duplicate tags are ignored. Note https://<FQDN>/finesse/api/Workflow/<id> URI: https://finesse1.xyz.com/finesse/api/Workflow/769 Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <Workflow> ...Workflow Object... </Workflow> HTTP Request: id (required): Maps to the primary key of the workflow entry name (optional): The name of the workflow description (optional): A description of the workflow Media (optional): The media of the workflow TriggerSet (optional): A set of events that cause the conditions to be evaluated ConditionSet (optional): A set of conditions that determine if the workflow is run workflowActions (optional): A list of workflow actions to run if the trigger and conditions are satisfied Request Parameters: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 297 Cisco Finesse Configuration APIs Workflow—Update

<ApiErrors> <ApiError> <ErrorData>For update, at least one field must be set.</ErrorData> <ErrorType>Invalid Input</ErrorType> <ErrorMessage> HTTP Status code: 400 (Bad Request) Api Error Type: Invalid Input Error Message: Updating a Workflow requires specifying at least one value to be changed. </ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Workflow—Delete This API allows an administrator to delete an existing workflow. The administrator references the existing Workflow object by its ID. https://<FQDN>/finesse/api/Workflow/<id> URI: https://finesse1.xyz.com/finesse/api/Workflow/768 Example URI: Only administrators can use this API. Security Constraints: DELETE HTTP Method: Application/XML Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorData>Workflow 1009 not found.</ErrorData> <ErrorType>Not Found</ErrorType> <ErrorMessage> HTTP Status code: 404 (Not Found) Api Error Type: Not Found Error Message: Workflow not found with an id of 1009 </ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 298 Cisco Finesse Configuration APIs Workflow—Delete

Workflow API Parameters Notes Possible Values Description Type Parameter The id in the URI maps to the primary key of the workflow. — The URI to get a new copy of the Workflow object. String uri Must be unique. Maximum of 40 characters. — The name of the workflow. String name Maximum of 128 characters. — A description of the workflow. String description Media channel maps to the media id. Domain List can be obtained from the MediaDomain API. Note • For Unified CCE, you can define custom media channels for Voice and Digital Channels. • For Unified CCX, the media channels are: • Voice with media id as 1. • Chat with media id as Chat. • Email with media id as Email. If no media channels are specified, Voice is set as the default media. Note — Media channel of the workflow String media — A set of events that cause the conditions to be evaluated. Object TriggerSet You can assign up to five conditions to a workflow. — A set of conditions that determine whether the workflow runs. Object ConditionSet Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 299 Cisco Finesse Configuration APIs Workflow API Parameters

Notes Possible Values Description Type Parameter You can assign up to five workflow actions to a workflow. When getting a workflow or list of workflows, this list contains summary workflow actions (name, type, and URL). When creating or updating a workflow, only the URI is required in each workflow action. For more information, see WorkflowAction, on page 303. — A list of workflow actions to run if the trigger and its conditions are met. Actions run in the order in which they appear in this list. Object workflowActions ConditionSet Parameters Notes Possible Values Description Type Parameter ANY, ALL Determines whether any or all of the conditions must be met for the workflow to run. String applyMethod Maximum of five conditions for a workflow. A workflow with no conditions is specified by a conditions parameter with no Condition elements. — A list of conditions for the workflow. Object conditions — Information about a workflow condition. Object Condition Leading and trailing spaces are removed from the variable during evaluation. Comma-separated values in a list also have leading and trailing spaces removed. If the value contains only spaces, it is treated as an empty value. — A piece of data from the Trigger event used to filter the event. Object Variable Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 300 Cisco Finesse Configuration APIs Workflow API Parameters

Notes Possible Values Description Type Parameter IS_EQUAL, IS_NOT_EQUAL, BEGINS_WITH, ENDS_WITH, CONTAINS, IS_EMPTY, IS_NOT_EMPTY, IS_IN_LIST, IS_NOT_IN_LIST The operator used to compare the event variable to the desired value. String comparator If the comparator is IS_IN_LIST or IS_NOT_IN_LIST, the value is one of a comma-separated list of values. If an explicit comma is needed, it must be escaped with a backslash (,). If a backslash is needed, it must be escaped with a backslash (\) (for example, apple,slash\ here,comma,here,ball). When type is SYSTEM, valid values are CALL_ARRIVES, CALL_ANSWERED, CALL_ENDS, CALL_IS_MADE, and CALL_IS_PREVIEWED. The value to compare the event variable with. String value TriggerSet Parameters Notes Possible Values Description Type Parameter SYSTEM The type of TriggerSet. String type When type is SYSTEM, valid values are CALL_ARRIVES, CALL_ANSWERED, CALL_ENDS, CALL_IS_MADE, and CALL_IS_PREVIEWED. The name of the TriggerSet String name Default for this parameter is FALSE. TRUE, FALSE Indicates whether workflow for a second simultaneous call can fir while the call for this trigger is in process. Boolean allow Overlapping CallWorkflow Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 301 Cisco Finesse Configuration APIs Workflow API Parameters

Notes Possible Values Description Type Parameter For workflow admin, this field is not returned and is ignored if the type is SYSTEM. — List of Trigger subobjects. Object triggers Trigger Parameters Notes Possible Values Description Type Parameter — A piece of data from the trigger event to be used to filter the event. Contains a name, node, and type. Object Variable — A unique name for the variable. Used as a readable, unique key for the variable. String name — The XPath to use to extract the value of the variable from an XMPP event that might contain it. String node SYSTEM variables are name references to the values returned by SystemVariable and do not require a node value. CUSTOM variables are self-defining and require a node and a unique name that does not conflict with any system variable. SYSTEM, CUSTOM Indicates whether this is a system or custom variable. String type Nodes can contain the following predefined variables as part of their XPath. When the node is evaluated, the current value as received in the most recent User event will be substituted in place of the variable. Variables are surrounded by ${} when specified in XPath as shown in the table below. These variables are a subset of those defined by the SystemVariable resource Note Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 302 Cisco Finesse Configuration APIs Workflow API Parameters

SYSTEM variables are name references to the values returned by SystemVariable and do not require a node value. CUSTOM variables are self-defining and require a node and a unique name that does not conflict with any system variable. Data Type Value Variable Name String The extension this user is currently using. ${userExtension} String The login ID of the user. ${userLoginId} String The user's login name. ${userLoginName} String The name of the team the user belongs to. ${userTeamName} String The ID of the team the user belongs to. ${userTeamId} String The first name of the user. ${userFirstName} String The last name of the user. ${userLastName} Workflow API Errors Description Error Type Status The request body is invalid. Bad Request 400 API error such as the object is stale or does not exist. Finesse API Error 400 Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (the user is not an administrator). Authorization Failure 401 The user attempted to run the API against the secondary Finesse server. Configuration APIs cannot be run against the secondary Finesse server. Forbidden 403 The specified resource cannot be found. Not Found 404 Any runtime exception is caught and responded with this error. Internal Server Error 500 WorkflowAction The WorkflowAction object represents a workflow action that can be assigned to a workflow. Finesse supports a system-wide maximum of 100 workflow actions. The WorkflowAction object is structured as follows: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 303 Cisco Finesse Configuration APIs Workflow API Errors

<WorkflowAction> <uri>/finesse/api/WorkflowAction/{id}</uri> <name></name> <type></type> <handledBy></handledBy> <params> <Param> <name><name> <value></value> </Param> <Param> <name></name> <value></value> </Param> </params> <actionVariables> <ActionVariable> <name></name> <type></type> </ActionVariable> </actionVariables> </WorkflowAction> There are two types of workflow actions: BROWSER_POP and HTTP_REQUEST. The BROWSER_POP type is structured as follows: <WorkflowAction> <uri>/finesse/api/WorkflowAction/{id}</uri> <name>DuckDuckGo</name> <type>BROWSER_POP</type> <handledBy>FINESSE_DESKTOP</handledBy> <params> <Param> <name>path<name> <value>http://www.example.com?q=${callVariable1}</value> </Param> <Param> <name>windowName</name> <value>theWindow</value> </Param> </params> <actionVariables> <ActionVariable> <name>callVariable1</name> <type>SYSTEM</type> </ActionVariable> </actionVariables> </WorkflowAction> The HTTP_REQUEST type is structured as follows: <WorkflowAction> <name>Test with Content Type</name> <type>HTTP_REQUEST</type> <handledBy>FINESSE_DESKTOP</handledBy> <Param> <name>path</name> <value>http://www.example.com?q=${callVariable1}</value> </Param> <Param> <name>method</name> <value>PUT</value> </Param> <Param> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 304 Cisco Finesse Configuration APIs WorkflowAction

<name>authenticationType</name> <value>BASIC</value> </Param> <Param> <name>location</name> <value>OTHER</value> </Param> <Param> <name>contentType</name> <value>application/xml</value> </Param> <Param> <name>body</name> <value>${callVariable1},${callVariable2}</value> </Param> </params> <actionVariables> <ActionVariable> name>callVariable1</name> <type>SYSTEM</type> </ActionVariable> <ActionVariable> <name>callVariable2</name> <type>SYSTEM</type> </ActionVariable> </actionVariables> </WorkflowAction> WorkflowAction APIs WorkflowAction—Get This API allows an administrator to get a specific WorkflowAction object. https://<FQDN>/finesse/api/WorkflowAction/<id> URI: https://finesse1.xyz.com/finesse/api/WorkflowAction/674 Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 305 Cisco Finesse Configuration APIs WorkflowAction APIs

200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <WorkflowAction> ...Full WorkflowAction Object... </WorkflowAction> Example Response: <ApiErrors> <ApiError> <ErrorData>Action 674 not found.</ErrorData> <ErrorType>Not Found</ErrorType> <ErrorMessage>HTTP Status code:404 (Not Found) Api Error Type: Not Found Error Message: Workflow not found with an id of 674 </ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: WorkflowAction—Get List This API allows an administrator to get a list of workflow actions. https://<FQDN>/finesse/api/WorkflowActions URI: https://finesse1.xyz.com/finesse/api/WorkflowActions Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 306 Cisco Finesse Configuration APIs WorkflowAction—Get List

<WorkflowActions> <WorkflowAction> <name>WorkflowAction 1</name> <type>HTTP</name> <uri>/finesse/api/WorkflowAction/{id}</uri> </WorkflowAction> <WorkflowAction> <name>WorkflowAction 2</name> <type>DELAY</name> <uri>/finesse/api/WorkflowAction/{id}</uri> </WorkflowAction> </WorkflowActions> Example Response: <ApiErrors> <ApiError> <ErrorData>Database read/write error</ErrorData> <ErrorType>Bad Request</ErrorType> <ErrorMessage> HTTP Status code: 400 (Bad Request) Api Error Type: Bad Request Error Message: Database read/write error </ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: WorkflowAction—Create This API allows an administrator to create a new workflow action. If you provide two or more duplicate tags during a POST, the value of the last duplicate tag is processed and all other duplicate tags are ignored. Note https://<FQDN>/finesse/api/WorkflowAction/ URI: https://finesse1.xyz.com/finesse/api/WorkflowAction/ Example URI: Only administrators can use this API. Security Constraints: POST HTTP Method: Application/XML Content Type: XML Input/Output Format: <WorkflowAction> ...Full WorkflowAction Object... </WorkflowAction> HTTP Request: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 307 Cisco Finesse Configuration APIs WorkflowAction—Create

name (required): The name of the workflow action type (required): The type of workflow action handledBy (required): Indicates what handles the action params (required): List of Params for the workflow action actionVariables (required): list of actionVariables for the workflow path (required): The path to use in the action windowName (optional): The window name to pop open Request Parameters (Browser Pop): name (required): The name of the workflow action type (required): The type of workflow action handledBy (required): Indicates what handles the action params (required): List of Params for the workflow action actionVariables (required): list of actionVariables for the workflow path (required): The path to use in the action method (required): The method to use in the request authenticationType (optional): The authentication type to use in the request location (required): Whether the request is to Finesse or a third party contentType (optional): The value of the content type header to send with the request body (optional): The body to send with the request Request Parameters (HTTP Request): 200: Success Finesse successfully created the new workflow action. The server response contains an empty response body and a location header that denotes the absolute URL of the new workflow action. Note 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorData>Action Type is invalid.</ErrorData> <ErrorType>Invalid Input</ErrorType> <ErrorMessage> HTTP Status code: 400 (Bad Request) Api Error Type: Invalid Input Error Message: type is invalid </ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 308 Cisco Finesse Configuration APIs WorkflowAction—Create

WorkflowAction—Update This API allows an administrator to update an existing workflow action. If the attributes (name, description, TriggerSet, ConditionSet, workflowActions) for the specified workflow do not change, the request does not need to include those attributes. If an attribute is not specified, the current value is retained. However, you must specify at least one attribute in the request. If you only want to change the description of the workflow, you can make the following request: <Workflow> <description>New description</description> </Workflow> If you provide two or more duplicate tags during a PUT, the value of the last duplicate tag is processed and all other duplicate tags are ignored. Note https://<FQDN>/finesse/api/WorkflowAction/<id> URI: https://finesse1.xyz.com/finesse/api/WorkflowAction/769 Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <WorkflowAction> ...WorkflowAction Object... </WorkflowAction> HTTP Request: id (required): Maps to the primary key of the workflowAction entry name (required): The name of the workflow action type (required): The type of workflow action handledBy (required): Indicates what handles the action params (required): List of Params for the workflow action actionVariables (required): list of actionVariables for the workflow Request Parameters: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 309 Cisco Finesse Configuration APIs WorkflowAction—Update

<ApiErrors> <ApiError> <ErrorData>Duplicate Action name.</ErrorData> <ErrorType>Database constraint violation</ErrorType> <ErrorMessage> HTTP Status code: 400 (Bad Request) Api Error Type: Database constraint violation Error Message: An action with the same name already exists </ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: WorkflowAction—Delete This API allows an administrator to delete an existing workflow action. The administrator references the existing WorkflowAction object by its ID. https://<FQDN>/finesse/api/WorkflowAction/<id> URI: https://finesse1.xyz.com/finesse/api/WorkflowAction/768 Example URI: Only administrators can use this API. Security Constraints: DELETE HTTP Method: Application/XML Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorData>Action 768 not found.</ErrorData> <ErrorType>Not Found</ErrorType> <ErrorMessage> HTTP Status code: 404 (Not Found) Api Error Type: Not Found Error Message: This is not a valid action </ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 310 Cisco Finesse Configuration APIs WorkflowAction—Delete

WorkflowAction API Parameters Notes Possible Values Description Type Parameter The id in the URI maps to the primary key of the WorkflowAction. — The URI to get a new copy of the WorkflowAction object. String uri Must be unique. Maximum of 64characters. — The name of the workflow action. String name BROWSER_POP, HTTP_REQUEST The type of workflow action String type For FINESSE_DESKTOP, the Finesse workflow engine runs the action. For OTHER, the action event is published on the OpenAJAX hub but is not run by the Finesse desktop. This allows a third-party gadget to run the action. FINESSE_DESKTOP, OTHER Indicates what handles the action when it is triggered by a workflow. String handledBy — A list of Param subobjects. Object params Params are flexible and can contain any value. Validation is based on the type of the WorkflowAction in which they are contained. See the following tables for more information. — Includes a name and value pair. Object -->Param — The name of the parameter. String --->name — The value of the parameter. String --->value — List of ActionVariable subobjects. Object actionVariables Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 311 Cisco Finesse Configuration APIs WorkflowAction API Parameters

Notes Possible Values Description Type Parameter You can assign up to five ActionVariable parameters to a workflow. — Set of information about one ActionVariable. Object -->ActionVariable Maximum of 32 characters. — The name of the variable. String --->name Maximum of 500 characters. SYSTEM variables are name references to the values returned by SystemVariable and do not require a node value. CUSTOM variables are self-defining and require a node and a unique name that does not conflict with any system variable. — The XPath to extract from the dialog XML. String --->node CUSTOM, SYSTEM Indicates the type of variable String --->type Maximum of 128 characters. — The value used to test the variable. String --->testValue Param Values (BROWSER_POP) Required? Size Possible Values Description Parameter Yes 500 The URL path is validated only to make sure its length is at least 1 and no longer than the maximum length. It is up to the user to provide a valid URL. Variables can be embedded into the URL by using a dollar sign and curly braces. For example: http://www.example.com?q=${callVariable1} causes the workflow engine to substitute the value of callVariable1 into the path. If a literal curly brace or dollar sign is needed in the URL, it must be escaped with a backslash (for example, { ). A literal backslash must be escaped with another backslash (\). The path to use in the BROWSER_POP action path Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 312 Cisco Finesse Configuration APIs WorkflowAction API Parameters

No 40 The window name is passed to the browser Window Open method by the work flow engine. The value can be any string other than _parent, _self, or _top. It can also be an empty string or missing entirely, in which case the workflow engine passes _blank to the Window Open method. The window name to pop open windowName Param (HTTP_REQUEST) Required? Size Possible Values Description Parameter Yes 500 The URL path is validated only to make sure its length is at least 1 and no longer than the maximum length. It is up to the user to provide a valid URL. Variables can be embedded into the URL by using a dollar sign and curly braces. For example: http://www.example.com?q=${callVariable1} will cause the workflow engine to substitute the value of callVariable1 into the path. If a literal curly brace or dollar sign is needed in the URL, they must be escaped with a backslash (e.g. { ). A literal backslash must be escaped with another backslash (e.g. \). When location is FINESSE, the protocol, host, and port should not be specified. These will be inferred automatically by Finesse when it runs the REST request. For example, to send a dialog request for dialog id 32458, the following URL should be entered: /finesse/api/Dialog/32458 The path to use in the HTTP_REQUEST action path Yes PUT, POST The method to use in the HTTP_REQUEST method No BASIC: A basic access authentication header is included in the REST request each time it is made. NONE: No authentication is used with the request, no authentication headers or other negotiation is done as part of the request. The authentication type to use in the HTTP_REQUEST authenticationType No FINESSE: The request is made to Finesse and passes the credentials of the currently logged-in user NONE: No credentials are included as part of the request. Defines if the HTTP_REQUEST is to Finesse or to a third party application location Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 313 Cisco Finesse Configuration APIs WorkflowAction API Parameters

No 500 The content type is only validated to ensure it does not exceed the maximum length. You must make sure you provide a valid content type. If the parameter is empty, no content type header is sent with the HTTP_REQUEST. The value of the content type header to send with the HTTP_REQUEST contentType No 2000 A free form text string that is included in the body of the request. It may be JSON, XPATH or any other format. It is not validated. If xml is included in the value it must be well formed xml. Variables may be embedded into the body by using a dollar sign curly braces. For example: <foo>${callVariable1}</foo> causes the workflow engine to substitute the value of callVariable1 into the body. If a literal curly brace or dollar sign is needed in the body it must be escaped with a backslash: { A literal backslash must be escaped with another backslash : \ The body to send with the HTTP_REQUEST body WorkflowAction API Errors Description Error Type Status The request body is invalid. Bad Request 400 API error such as the object is stale or does not exist. Finesse API Error 400 Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (the user is not an administrator). Authorization Failure 401 The user attempted to run the API against the secondary Finesse server. Configuration APIs cannot be run against the secondary Finesse server. Forbidden 403 The specified resource cannot be found. Not Found 404 Any runtime exception is caught and responded with this error. Internal Server Error 500 Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 314 Cisco Finesse Configuration APIs WorkflowAction API Errors

Team The Team object represents a team and the resources associated with that team. For more information, see Team, on page 144. The administrator uses the Team configuration APIs to assign or unassign resources (such as reason codes, wrap-up reasons, phonebooks, layout configuration, and workflows) to a specific team. Team APIs Team—Get List This API allows an administrator to get a list of teams. The team must have agents or supervisors assigned to it for the team to appear in the retrieved list. https://<FQDN>/finesse/api/Teams URI: https://finesse1.xyz.com/finesse/api/Teams Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: <Teams> <Team> ...Summary Team Object... </Team> <Team> ...Summary Team Object... </Team> <Team> ...Summary Team Object... </Team> </Teams> Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 315 Cisco Finesse Configuration APIs Team

<ApiErrors> <ApiError> <ErrorType>Unauthorized</ErrorType> <ErrorMessage>The user is not authorized to perform this operation.</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Team—Get List of Reason Codes This API allows an administrator to get a list of reason codes for the specified category assigned to a specific team. The list is in the same format as defined in the section ReasonCode. https://<FQDN>/finesse/api/Team/<id>/ReasonCodes?category=<category> URI: https://finesse1.xyz.com/finesse/api/Team/574/ReasonCodes?category=NOT_READY Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ReasonCodes category="NOT_READY"> <ReasonCode> ... Full Reason Code Object ... </ReasonCode> <ReasonCode> ... Full Reason Code Object ... </ReasonCode> <ReasonCode> ... Full Reason Code Object ... </ReasonCode> .... </ReasonCodes> Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 316 Cisco Finesse Configuration APIs Team—Get List of Reason Codes

<ApiErrors> <ApiError> <ErrorData>500</ErrorData> <ErrorType>finesse.api.team.team_assignment_invalid_ team&</ErrorType> <ErrorMessage>HTTP Status code: 404 (Not Found) Api Error Type:finesse.api.team.team_assignment_invalid_team Error Message: This is not a valid team</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Team—Update List of Reason Codes This API allows an administrator to assign or unassign a list of reason codes of the specified category to a team. If multiple users try to update the reason code for the same team at the same time, the changes made by the last user to update overwrite the changes made by the other users. This list includes all reason codes of the specified category that are assigned to a team. Any reason codes that you assign or unassign overwrite the current reason code list. The category attribute of the ReasonCodes tag is not required for the update. If it is included in the request, it is ignored. However, all the reason codes in the list must have a category specified in the category query parameter. Inclusion of a reason code whose category does not match results in a Finesse API error (Status 400). Note https://<FQDN>/finesse/api/Team/<Id>/ReasonCodes?category=<category> URI: https://finesse1.xyz.com/finesse/api/Team/574/ReasonCodes?category=NOT_READY Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <ReasonCodes> <ReasonCode> <uri>/finesse/api/ReasonCode/123</uri> </ReasonCode> <ReasonCode> <uri>/finesse/api/ReasonCode/456</uri> </ReasonCode> <ReasonCode> <uri>/finesse/api/ReasonCode/789</uri> </ReasonCode> .... </ReasonCodes> HTTP Request: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 317 Cisco Finesse Configuration APIs Team—Update List of Reason Codes

id (required): The database ID for the team category (required): The category of reason code (NOT_READY or LOGOUT) Request Parameters: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorData>category NOT_READ is invalid</ErrorData> <ErrorType>Invalid Input</ErrorType> <ErrorMessage>HTTP Status code:400 (Bad Request) Api Error Type:Invalid Input Error Message:Category must be NOT_READY or LOGOUT</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Team—Get List of Wrap-Up Reasons This API allows an administrator to get a list of wrap-up reasons assigned to a specific team. The list is in the same format as defined in the section WrapUpReason, on page 244. https://<FQDN>/finesse/api/Team/<id>/WrapUpReasons URI: https://finesse1.xyz.com/finesse/api/Team/574/WrapUpReasons Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 318 Cisco Finesse Configuration APIs Team—Get List of Wrap-Up Reasons

200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <WrapUpReasons> <WrapUpReason> ... Full WrapUpReason Object ... </WrapUpReason> <WrapUpReason> ... Full WrapUpReason Object ... </WrapUpReason> <WrapUpReason> ... Full WrapUpReason Object ... </WrapUpReason> .... </WrapUpReasons> Example Response: <ApiErrors> <ApiError> <ErrorData>500</ErrorData> <ErrorType>finesse.api.team.team_assignment_invalid_ team&</ErrorType> <ErrorMessage>HTTP Status code: 404 (Not Found) Api Error Type:finesse.api.team.team_assignment_ invalid_team Error Message: This is not a valid team</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Team—Update List of Wrap-Up Reasons This API allows an administrator to assign or unassign a list of wrap-up reasons to a team. If multiple users try to update the wrap-up reasons for the same team at the same time, the changes made by the last user to update overwrite the changes made by the other users. This list includes all wrap-up reasons that are assigned to a team. Any wrap-up reasons that you assign or unassign overwrite the current wrap-up reason list. https://<FQDN>/finesse/api/Team/<Id>/WrapUpReasons URI: https://finesse1.xyz.com/finesse/api/Team/574/WrapUpReasons Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 319 Cisco Finesse Configuration APIs Team—Update List of Wrap-Up Reasons

<WrapUpReasons> <WrapUpReason> <uri>/finesse/api/WrapUpReason/123</uri> </WrapUpReason> <WrapUpReason> <uri>/finesse/api/WrapUpReason/456</uri> </WrapUpReason> <WrapUpReason> <uri>/finesse/api/WrapUpReason/789</uri> </WrapUpReason> .... </WrapUpReasons> HTTP Request: id (required): The database ID for the team Request Parameters: 200: Success 400: Bad Request 400: Finesse API Error 400: Maximum Exceeded 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorData>574</ErrorData> <ErrorType>finesse.api.team.team_assignment_ invalid_team</ErrorType> <ErrorMessage>HTTP Status code: 404 (Not Found) Api Error Type:finesse.api.team.team_assignment_ invalid_team Error Message: This is not a valid team</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Team—Get List of Phone Books This API allows an administrator to get a list of phone books assigned to a specific team. The list is in the same format as defined in the section PhoneBook, on page 271. https://<FQDN>/finesse/api/Team/<id>/PhoneBooks URI: https://finesse1.xyz.com/finesse/api/Team/574/PhoneBooks Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 320 Cisco Finesse Configuration APIs Team—Get List of Phone Books

XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <PhoneBooks> <PhoneBook> ... Full PhoneBook Object ... </PhoneBook> <PhoneBook> ... Full PhoneBook Object ... </PhoneBook> <PhoneBook> ... Full PhoneBook Object ... </PhoneBook> .... </PhoneBooks> Example Response: <ApiErrors> <ApiError> <ErrorData>574</ErrorData> <ErrorType>finesse.api.team.team_assignment_invalid_ team&</ErrorType> <ErrorMessage>HTTP Status code: 404 (Not Found) Api Error Type:finesse.api.team.team_assignment_ invalid_team Error Message: This is not a valid team</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Team—Update List of Phone Books This API allows an administrator to assign or unassign a list of phone books to a team. If multiple users try to update the phone books for the same team at the same time, the changes made by the last user to update overwrite the changes made by the other users. This list includes all phone books that are assigned to a team. Any phone books that you assign or unassign overwrite the current phone book list. https://<FQDN>/finesse/api/Team/<Id>/PhoneBooks URI: https://finesse1.xyz.com/finesse/api/Team/574/PhoneBooks Example URI: Only administrators can use this API. Security Constraints: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 321 Cisco Finesse Configuration APIs Team—Update List of Phone Books

PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <PhoneBooks> <PhoneBook> <uri>/finesse/api/PhoneBook/123</uri> </PhoneBook> <PhoneBook> <uri>/finesse/api/PhoneBook/456</uri> </PhoneBook> <PhoneBook> <uri>/finesse/api/PhoneBook/789</uri> </PhoneBook> .... </PhoneBooks> HTTP Request: id (required): The database ID for the team Request Parameters: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorData>574</ErrorData> <ErrorType>finesse.api.team.team_assignment_ invalid_team</ErrorType> <ErrorMessage>HTTP Status code: 404 (Not Found) Api Error Type:finesse.api.team.team_assignment_ invalid_team Error Message: This is not a valid team</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Team—Get Layout Configuration This API allows an administrator to get the layout configuration assigned to a specific team. https://<FQDN>/finesse/api/Team/<id>/LayoutConfig URI: https://finesse1.xyz.com/finesse/api/Team/574/LayoutConfig Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 322 Cisco Finesse Configuration APIs Team—Get Layout Configuration

— Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <TeamLayoutConfig> <useDefault>false</useDefault> <layoutxml> <finesseLayout xmlns="http://www.cisco.com/vtg/finesse"> <layout> <role>Agent</role> ... </layout> <layout> <role>Supervisor</role> ... </layout> </finesseLayout> </layoutxml> </TeamLayoutConfig> Example Response: <ApiErrors> <ApiError> <ErrorData>574</ErrorData> <ErrorType>finesse.api.team.team_assignment_invalid_ team&</ErrorType> <ErrorMessage>HTTP Status code: 404 (Not Found) Api Error Type:finesse.api.team.team_assignment_ invalid_team Error Message: This is not a valid team</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Team—Update Layout Configuration This API allows an administrator to assign or unassign a layout configuration to a team. If multiple users try to update the layout configuration for the same team at the same time, the changes made by the last user to update overwrite the changes made by the other users. https://<FQDN>/finesse/api/Team/<Id>/LayoutConfig URI: https://finesse1.xyz.com/finesse/api/Team/574/LayoutConfig Example URI: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 323 Cisco Finesse Configuration APIs Team—Update Layout Configuration

Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: Example of assigning a team-specific layout: <TeamLayoutConfig> <useDefault>false</useDefault> <layoutxml> <finesseLayout xmlns="http://www.cisco.com/vtg/finesse"> <layout> <role>Agent</role> ... </layout> <layout> <role>Supervisor</role> ... </layout> </finesseLayout> </layoutxml> </TeamLayoutConfig> Example of assigning the default layout to a team: <TeamLayoutConfig> <useDefault>true</useDefault> </TeamLayoutConfig> HTTP Request: id (required): The database ID for the team useDefault (required): Whether to use the default desktop layout for this team layoutxml (required if useDefault is false): The XML data that determines the layout of the Finesse desktop Request Parameters: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 324 Cisco Finesse Configuration APIs Team—Update Layout Configuration

<ApiErrors> <ApiError> <ErrorData>574</ErrorData> <ErrorType>finesse.api.team.team_assignment_ invalid_team</ErrorType> <ErrorMessage>HTTP Status code: 404 (Not Found) Api Error Type:finesse.api.team.team_assignment_ invalid_team Error Message: This is not a valid team</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Team—Get List of Workflows This API allows an administrator to get a list of workflows assigned to a specific team. The list is in the same format as defined in the section Workflow, on page 286. https://<FQDN>/finesse/api/Team/<id>/Workflows URI: https://finesse1.xyz.com/finesse/api/Team/574/Workflows Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <Workflows> <Workflow> ... Summary Workflow Object ... </Workflow> <Workflow> ... Summary Workflow Object ... </Workflow> <Workflow> ... Summary Workflow Object ... </Workflow> .... </Workflows> Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 325 Cisco Finesse Configuration APIs Team—Get List of Workflows

<ApiErrors> <ApiError> <ErrorData>574</ErrorData> <ErrorType>finesse.api.team.team_assignment_invalid_ team&</ErrorType> <ErrorMessage>HTTP Status code: 404 (Not Found) Api Error Type:finesse.api.team.team_assignment_ invalid_team Error Message: This is not a valid team</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Team—Update List of Workflows This API allows an administrator to assign or unassign a list of workflows to a team. If multiple users try to update the workflows for the same team at the same time, the changes made by the last user to update overwrite the changes made by the other users. This list includes all workflows that are assigned to a team. Any workflows that you assign or unassign overwrite the current workflow list. Because the order in which workflows are evaluated is important, the order of the workflows in the list is preserved in the GET method (see Team—Get List of Workflows, on page 325). Note https://<FQDN>/finesse/api/Team/<Id>/workflows URI: https://finesse1.xyz.com/finesse/api/Team/574/Workflows Example URI: Only administrators can use this API. Security Constraints: PUT HTTP Method: Application/XML Content Type: XML Input/Output Format: <Workflows> <Workflow> <uri>/finesse/api/Workflow/123</uri> </Workflow> <Workflow> <uri>/finesse/api/Workflow/456</uri> </Workflow> <Workflow> <uri>/finesse/api/Workflow/789</uri> </Workflow> .... </Workflows> HTTP Request: id (required): The database ID for the team Request Parameters: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 326 Cisco Finesse Configuration APIs Team—Update List of Workflows

200: Success 400: Bad Request 400: Finesse API Error 401: Authorization Failure 401: Invalid Authorization User Specified 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <ApiErrors> <ApiError> <ErrorData>574</ErrorData> <ErrorType>finesse.api.team.team_assignment_ invalid_team</ErrorType> <ErrorMessage>HTTP Status code: 404 (Not Found) Api Error Type:finesse.api.team.team_assignment_ invalid_team Error Message: This is not a valid team</ErrorMessage> </ApiError> </ApiErrors> Example Failure Response: Team API Parameters Notes Possible Values Description Type Parameter — The URI to get a new copy of the Team, ReasonCode, WrapUpReason, LayoutConfig, or Workflow object. String uri The unique identifier for the team. String id — The name of the team. String name NOT_READY, LOGOUT Specifies the type of reason code. String category true, false Determines whether to use the default desktop layout for this team. Boolean useDefault If useDefault is set to true and the layoutxml is provided in a request, the layoutxml is ignored. — The XML data that determines the desktop layout. String layoutxml Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 327 Cisco Finesse Configuration APIs Team API Parameters

Team API Errors Description Error Type Status The request body is invalid. Bad Request 400 API error such as the object is stale or does not exist. Finesse API Error 400 Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (the user is not an administrator). Authorization Failure 401 The user attempted to run the API against the secondary Finesse server. Configuration APIs cannot be run against the secondary Finesse server. Forbidden 403 The specified resource cannot be found. Not Found 404 Any runtime exception is caught and responded with this error. Internal Server Error 500 SystemVariable The SystemVariable object represents a variable that can be extracted from a Finesse event object and displayed on the Finesse desktop or used in a workflow. The SystemVariable object is structured as follows: <SystemVariable> <name></name> <node></node> </SystemVariable> SystemVariable APIs SystemVariable—List This API allows an administrator to get a list of all system variables. The Outbound variable BACustomerNumber only appears in the response when Finesse is deployed with Unified CCX. Note https://<FQDN>/finesse/api/SystemVariables URI: https://finesse1.xyz.com/finesse/api/SystemVariables Example URI: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 328 Cisco Finesse Configuration APIs Team API Errors

Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Authorization Failure 403: Forbidden 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 329 Cisco Finesse Configuration APIs SystemVariable—List

Example Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 330 Cisco Finesse Configuration APIs SystemVariable—List

<SystemVariables> <SystemVariable> <name>callVariable1</name> <node>>//Dialog/mediaProperties/callvariables/CallVariable/ name[.="callVariable1"]/../value</node> </SystemVariable> <SystemVariable> <name>callVariable2</name> <node>//Dialog/mediaProperties/callvariables/CallVariable/ name[.="callVariable2"]/../value</node> </SystemVariable> <SystemVariable> <name>callVariable3</name> <node>//Dialog/mediaProperties/callvariables/CallVariable/ name[.="callVariable3"]/../value</node> </SystemVariable> ...Other callVariables (4 through 10)... <SystemVariable> <name>BAAccountNumber</name> <node>//Dialog/mediaProperties/callvariables/CallVariable/ name[.="callVariable3"]/../value</node> </SystemVariable> <SystemVariable> <name>callVariable5</name> <node>//Dialog/mediaProperties/callvariables/CallVariable/ name[.="BAAccountNumber"]/../value</node> </SystemVariable> <SystemVariable> <name>BABuddyName</name> <node>//Dialog/mediaProperties/callvariables/CallVariable/ name[.="BABuddyName"]/../value</node> </SystemVariable> ...Other Outbound Variables... <SystemVariable> <name>DNIS</name> <node>//Dialog/mediaProperties/DNIS</node> <SystemVariable> <name>fromAddress</name> <node>//Dialog/fromAddress</node> </SystemVariable> <SystemVariable> <name>Extension</name> <node>//User/Extension</node> </SystemVariable> <SystemVariable> <name>loginId</name> <node>//User/loginId</node> </SystemVariable> <SystemVariable> <name>teamName</name> <node>//User/teamName</node> </SystemVariable> <SystemVariable> <name>teamId</name> <node>//User/teamId</node> </SystemVariable> <SystemVariable> <name>firstName</name> <node>//User/firstName</node> </SystemVariable> <SystemVariable> <name>lastName</name> <node>//User/lastName</node> </SystemVariable> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 331 Cisco Finesse Configuration APIs SystemVariable—List

</SystemVariables> No API errors are returned. Responses are 401/403/404 Errors. Example Failure Response: SystemVariable API Parameters Notes Possible Values Description Type Parameter The name is used as a readable, unique key for the variable. Maximum of 32 characters. — A unique name for the variable. String name Maximum of 500 characters. — The XPath to use to extract the value of this variable from an XMPP event that may contain the variable. String node SystemVariable API Errors Description Error Type Status Unauthorized (for example, the user is not yet authenticated in the Web Session). The user is not authorized to use the API (the user is not an administrator). Authorization Failure 401 The user attempted to run the API against the secondary Finesse server. Configuration APIs cannot be run against the secondary Finesse server. Forbidden 403 Any runtime exception is caught and responded with this error. Internal Server Error 500 Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 332 Cisco Finesse Configuration APIs SystemVariable API Parameters

C H A P T E R 5 Cisco Finesse Serviceability APIs If a user repeatedly passes an invalid password in the basic authorization header to a serviceability API, on the fifth invalid attempt, Finesse blocks the user's access to all serviceability APIs for 5 minutes. This lock period differs from the 30-minute lock period implemented for the Finesse administrator console. Note • SystemInfo, on page 333 • Diagnostic Portal, on page 337 • RuntimeConfigInfo, on page 340 SystemInfo The SystemInfo object represents the Finesse system and provides high level configuration and state information like the deployment type, the current system state, hostnames of the finesse nodes and such details. The SystemInfo object is structured as follows: <SystemInfo> <currentTimestamp></currentTimestamp> <deploymentType></deploymentType> <lastCTIHeartbeatStatus></lastCTIHeartbeatStatus> <lastSuccessCTIHeartbeatTime></lastSuccessCTIHeartbeatTime> <ctiVersion></ctiVersion> <ctiHeartbeatInterval></ctiHeartbeatInterval> <license></license> <peripheralId></peripheralId> <primaryNode> <host></host> </primaryNode> <secondaryNode> <host></host> </secondaryNode> <status></status> <statusReason></statusReason> <systemAuthMode></systemAuthMode> <timezoneOffset></timezoneOffset> <uri></uri> <xmppDomain></xmppDomain> <xmppPubSubDomain></xmppPubSubDomain> </SystemInfo> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 333

SystemInfo APIs SystemInfo—Get This API allows a user to get information about the Finesse system. https://<FQDN>/finesse/api/SystemInfo URI: https://finesse1.xyz.com/finesse/api/SystemInfo Example URI: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 500: Internal Server Error HTTP Response: <SystemInfo> <currentTimestamp>2019-12-18T04:11:06.385Z</currentTimestamp> <deploymentType>UCCE</deploymentType> <lastCTIHeartbeatStatus>success</lastCTIHeartbeatStatus> <lastSuccessCTIHeartbeatTime>1576642265936 </lastSuccessCTIHeartbeatTime> <ctiVersion>23</ctiVersion> <ctiHeartbeatInterval>2</ctiHeartbeatInterval> <license></license> <peripheralId>5001</peripheralId> <primaryNode> <host>finesse25.autobot.cvp</host> </primaryNode> <secondaryNode> <host>finesse125.autobot.cvp</host> </secondaryNode> <status>IN_SERVICE</status> <statusReason></statusReason> <systemAuthMode>NON_SSO</systemAuthMode> <timezoneOffset>-480</timezoneOffset> <uri>/finesse/api/SystemInfo</uri> <xmppDomain>finesse25.autobot.cvp</xmppDomain> <xmppPubSubDomain>pubsub.finesse25.autobot.cvp</xmppPubSubDomain> </SystemInfo> Example Response: <ApiErrors> <ApiError> <ErrorType>Internal Server Error</ErrorType> <ErrorMessage>Runtime Exception</ErrorMessage> <ErrorData></ErrorData> </ApiError> </ApiErrors> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 334 Cisco Finesse Serviceability APIs SystemInfo APIs

SystemInfo API Parameters Notes Possible Values Description Type Parameter — — The current time (GMT time) in the following format: YYYY-MM-DDThh:MM:ss.SSZ String currentTimeStamp — UCCE, UCCX The type of deployment for Finesse. String deploymentType Once the heartbeat request is sent, Finesse waits for the heartbeat confirmation. success, failure The heartbeat request from Finesse to CTI server. String lastCTIHeartbeatStatus — — The last successful heartbeat time between the Cisco Finesse server and the CTI server. Integer lastSuccessCTIHeartbeatTime — — The CTI protocol version with which the Cisco Finesse server is connected to the CTI server. Integer ctiVersion — — The heartbeat interval between the Cisco Finesse server and the CTI server in seconds. Integer ctiHeartbeatInterval This parameter is blank for Unified CCE deployments. STANDARD, ENHANCED, or PREMIUM The Unified CCX license. String license This parameter is blank for Unified CCX deployments. — The ID of the Unified CCE peripheral to which Finesse is connected. String peripheralId — — The hostname or IP address of the primary Finesse node. String primaryNode - host — — The hostname or IP address of the secondary Finesse node. String secondaryNode - host Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 335 Cisco Finesse Serviceability APIs SystemInfo API Parameters

Notes Possible Values Description Type Parameter — IN_SERVICE: The system is in service and normal operations are accepted. OUT_OF_SERVICE: The system is out of service and normal operations result in a 503 Service Unavailable response. The state of the Finesse system. String status This parameter is blank when Finesse system is IN_SERVICE. Possible out-of-service scenarios returned by Finesse system: • Cisco Finesse Database is down. • Cisco Finesse Notification Service is down. • Finesse connection to CTI Server is down. • CTI Peripheral ID xxx is down. • System is initializing. • Local Unified CCX Engine is not in Service. (Unified CCX only) The reason for which Finesse system is down. String statusReason Hybrid is for Unified CCE deployment. SSO or non-SSO Information about the system authentication mode. String systemAuthMode Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 336 Cisco Finesse Serviceability APIs SystemInfo API Parameters

Notes Possible Values Description Type Parameter For example, a value of 300 means the server time is GMT + 5 hours. A value of -300 means the server time is GMT - 5 hours. — The difference (in minutes) between the server time and GMT time. Integer timezoneOffset — The URI to get a new copy of the SystemInfo object. String uri — — The XMPP server domain. String xmppDomain — — The XMPP server pubsub domain. String xmppPubSubDomain SystemInfo API Errors Description Error Type Status Any runtime exception is caught and responded with this error. Internal Server Error 500 Diagnostic Portal Diagnostic Portal APIs Diagnostic Portal APIs are primarily to integrate Finesse with the Cisco Prime Contact Center Module and get information about the health of the Finesse system. You can access these APIs only through HTTPS. The Diagnostic Portal APIs are not usable unless Finesse has initially gone IN_SERVICE, after which Finesse can go OUT_OF_SERVICE and the APIs should continue to work. Note Diagnostic Portal—Get Performance Information The Diagnostic Portal—Get Performance Information API allows an administrator to get performance information to a Diagnostic Portal object. https://FQDN/finesse-dp/rest/DiagnosticPortal/GetPerformanceInformation URI: https://finesse1.xyz.com/finesse-dp/rest/DiagnosticPortal/GetPerformanceInformation Example URI: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 337 Cisco Finesse Serviceability APIs SystemInfo API Errors

A user must be signed in as an administrator to use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success All requests that reach the Finesse Diagnostic Portal web application return a 200 response. However, requests that are not successfully handled return XML that includes an error code and optionally, an error string. Note 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <?xml version="1.0" encoding="UTF-8" standalone="yes"?> <dp:GetPerformanceInformationReply ReturnCode="0" xmlns:dp="http://www.cisco.com/vtg/diagnosticportal"> <dp:Schema Version="1.0" /> dp:PerformanceInformation dp:PropertyList <dp:Property Value="109441280" Name="Tomcat/Heap Memory Utilized"/> <dp:Property Value="50921904" Name="Tomcat/Non Heap Memory Utilized"/> <dp:Property Value="0" Name="CTI Statistics/Outgoing Responses Queue"/> <dp:Property Value="0" Name="Tomcat/Average Request Process Time"/> <dp:Property Value="0" Name="Tomcat/Longest Request Process Time"/> <dp:Property Value="1.47" Name="Average System Load"/> <dp:Property Value="183" Name="Tomcat/Thread Count"/> <dp:Property Value="183" Name="Tomcat/Peak Thread Count"/> <dp:Property Value="0" Name="CTI Statistics/Events In Queue"/> <dp:Property Value="0" Name="CTI Statistics/Decoding Responses Queue"/> <dp:Property Value="0" Name="Active Totals/Logged In Agents"/> <dp:Property Value="0" Name="Active Totals/Current Calls"/> <dp:Property Value="0" Name="Running Totals/Calls Received or Initiated"/> <dp:Property Value="0" Name="Running Totals/Calls Failed"/> </dp:PropertyList> </dp:PerformanceInformation> </dp:GetPerformanceInformationReply> From the Cisco Finesse Release 12.5(1), CTI Statistics or Incoming Responses Queue is removed due to the architecture changes in the CTI event processing. Note Successful Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 338 Cisco Finesse Serviceability APIs Diagnostic Portal—Get Performance Information

<?xml version="1.0" encoding="UTF-8" ?> <dp:GetProductLicenseReply ReturnCode="1" ErrorString="License file license.txt could not be read" xmlns:dp="http://www.cisco.com/vtg/diagnosticportal"> <dp:Schema Version="1.0"/> </dp:GetProductLicenseReply> Example Failure Response: Diagnostic Portal—Get Product Version This API allows an administrator to get product version information for Finesse. https://FQDN/finesse-dp/rest/DiagnosticPortal/GetProductVersion URI: https://finesse1.xyz.com/finesse-dp/rest/DiagnosticPortal/GetProductVersion Example URI: A user must be signed in as an administrator to use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success All requests that reach the Finesse Diagnostic Portal web application return a 200 response. However, requests that are not successfully handled return XML that includes an error code and optionally, an error string. Note 401: Authorization Failure 403: Forbidden 404: Not Found 500: Internal Server Error HTTP Response: <?xml version="1.0" encoding="UTF-8" standalone="yes"?> <dp:GetProductVersionReply xmlns:dp="http://www.cisco.com/vtg/ diagnosticportal" ReturnCode="0"> <dp:Schema Version="1.0"/> <dp:ProductVersion VersionString="10.5(1)" Maintenance="1" Minor="5" Major="10" Name="Cisco Finesse"/> dp:ComponentVersionList/ </dp:GetProductVersionReply> Successful Response: <?xml version="1.0" encoding="UTF-8" ?> <dp:GetProductLicenseReply ReturnCode="1" ErrorString="License file license.txt could not be read" xmlns:dp="http://www.cisco.com/vtg/ diagnosticportal"> <dp:Schema Version="1.0"/> </dp:GetProductLicenseReply> Example Failure Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 339 Cisco Finesse Serviceability APIs Diagnostic Portal—Get Product Version

Diagnostic Portal API Errors Description Error Type Status The user is not authorized to access this API. Authorization Error 401 The user is not authorized to use the API (the user is not an administrator). Forbidden 403 The resource is not found (for example, the DiagnosticPortal has been deleted). Not Found 404 Any runtime exception is caught and responded with this error. Internal Server Error 500 RuntimeConfigInfo RuntimeConfigInfo APIs RuntimeConfigInfo—Get This API allows an administrator to access run time information. https://<FQDN>/finesse/api/RuntimeConfigInfo URI: https://finesse1.xyz.com/finesse/api/RuntimeConfigInfo Example URI: Only administrators can use this API. Security Constraints: GET HTTP Method: — Content Type: XML Input/Output Format: — HTTP Request: 200: Success 401: Unauthorized 403: Forbidden 500: Internal Server Error HTTP Response: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 340 Cisco Finesse Serviceability APIs Diagnostic Portal API Errors

<RuntimeConfigInfo> <activeDialogCount>0</activeDialogCount> <activeTaskCount>0</activeTaskCount> <averageConfiguredMediaPerAgent>0</averageConfiguredMediaPerAgent> <averageLoggedInMediaPerAgent>0</averageLoggedInMediaPerAgent> <averageSkillGroupCountPerAgent>0</averageSkillGroupCountPerAgent> <maxSkillGroupCountPerAgent>0</maxSkillGroupCountPerAgent> <timeToInService>11</timeToInService> <totalLoggedInAgentsInNode>0</totalLoggedInAgentsInNode> <uniqueConfiguredSkillGroups>0</uniqueConfiguredSkillGroups> <uri>/finesse/api/RuntimeConfigInfo</uri> </RuntimeConfigInfo> Example Response: <ApiErrors> <ApiError> <ErrorType>Authorization Failure</ErrorType> <ErrorMessage>UNAUTHORIZED</ErrorMessage> <ErrorData>jsmith</ErrorData> </ApiError> </ApiErrors> Example Failure Response: RuntimeConfigInfo API Parameters Notes Possible Values Description Type Parameter — — The count of active calls present in the node. Integer activeDialogCount — — The count of active tasks present in the node. Integer activeTaskCount This parameter is not applicable for Unified CCX. However, the value is considered as 1. — The average of the configured media channels for the logged in agents (voice). For example, Agent 1 has logged in to the voice channel and has configured for voice and chat. Agent 2 has logged in to the voice channel and has configured for voice, email, and chat. Result is (2+3)/ 2 = 2 Integer averageConfiguredMediaPerAgent Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 341 Cisco Finesse Serviceability APIs RuntimeConfigInfo API Parameters

Notes Possible Values Description Type Parameter This parameter is not applicable for Unified CCX. However, the value is considered as 1. — The average of the logged in media channels by the agent who has logged in (voice). For example, Agent 1 has logged in to the voice channel and chat. Agent 2 has logged in the voice channel along with email. Result is (2+2)/ 2 = 2 Integer averageLoggedInMediaPerAgent — — The count of the average configured skill groups among all the logged in agents for that node. For example, • Agent 1—3 configured skill groups • Agent 2—2 configured skill groups • Agent 3—1 configured skill groups Result is (3+2+1)/ 3 = 2 Integer averageSkillGroupCountPerAgent — — The count of the maximum configured skill groups among all the logged in agents for that node. For example, • Agent 1—3 configured skill groups • Agent 2—2 configured skill groups • Agent 3—1 configured skill groups Result is 3 (maximum count) Integer maxSkillGroupCountPerAgent — — The time taken by Cisco Finesse to connect with the CTI server in seconds. Integer timeToInService Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 342 Cisco Finesse Serviceability APIs RuntimeConfigInfo API Parameters

Notes Possible Values Description Type Parameter — — The count of the logged in agents for the voice channel only. Integer totalLoggedInAgentsInNode — — The count of the unique skill groups among all the logged in agents for that node. Integer uniqueConfiguredSkillGroups — — The URI to get a new copy of the RuntimeConfigInfo object. String uri RuntimeConfigInfo API Errors Description Error Type Status Unauthorized (for example, the user is not yet authenticated in the Web Session). Authorization Failure 401 The user attempted to run the API against the secondary Cisco Finesse server. Configuration APIs cannot be run against the secondary Cisco Finesse server. Forbidden 403 Any runtime exception is caught and responded with this error. Internal Server Error 500 Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 343 Cisco Finesse Serviceability APIs RuntimeConfigInfo API Errors

Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 344 Cisco Finesse Serviceability APIs RuntimeConfigInfo API Errors

C H A P T E R 6 Cisco Finesse Notifications • About Cisco Finesse Notifications, on page 345 About Cisco Finesse Notifications The Cisco Finesse Web Service sends notifications to clients that subscribe to that class of resource. For example, a client that is subscribed to User notifications receives a notification when an agent signs in or out of the Finesse desktop, information about an agent changes, or an agent's state changes. The preceding example illustrates some cases where notifications are sent. It is not intended to be an exhaustive list. Note Notification payloads are XML-encoded. If these payloads contain any special XML characters, you must ensure that the client decodes this information correctly before processing it further. Note Notification Frequency Finesse publishes notifications when a change occurs in the resource characteristics. Subscription Management Finesse clients can interface directly with the Cisco Finesse Notification Service to send subscribe and unsubscribe requests. Clients subscribe to notification feeds published to their respective nodes (such as /finesse/api/User/1000) by following the XEP-0060 standard. Each agent is automatically subscribed to the following notification feeds, where {id} represents the agent ID for that agent: • User - /finesse/api/User/{id} • Dialogs - /finesse/api/User/{id}/Dialogs • SystemInfo - /finesse/api/SystemInfo Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 345

To receive notifications for feeds to which they are not automatically subscribed, clients must explicitly subscribe to the node on which the notifications are published. For example, agent state change notifications for all agents on a specific team are published to the node /finesse/api/Team/{id}/Users. Clients must request a subscription to this node to receive notifications on this feed. To avoid increasing notification traffic for other users, use a full JID (username@domain/resource) when making explicit subscriptions. Make sure to unsubscribe to any explicit subscriptions before disconnecting the XMPP session. Any subscriptions that are left behind persist on that node in the Cisco Finesse Notification Service. The following example shows how to subscribe to agent state change notifications for a specific team: <iq type='set' from='CharlesNorrad@finesse-server.cisco.com' to='pubsub.finesse-server.cisco.com' id='sub1'> <pubsub xmlns='http://jabber.org/protocol/pubsub'> <subscribe node='/finesse/api/Team/TheA/Users' jid='ChuckieNorrad@finesse-server.cisco.com'/> </pubsub> </iq> The following example shows how to unsubscribe to agent state change notifications for a specific team: <iq type='set' from='ChuckieNorrad@finesse-server.cisco.com' to='pubsub.finesse-server.cisco.com' id='unsub1'> <pubsub xmlns='http://jabber.org/protocol/pubsub'> <unsubscribe node='/finesse/api/Team/TheA/Users' jid='userid@finesse-server.cisco.com'/> </pubsub> </iq> Perform a GET using the SystemInfo API (https://<server>/finesse/api/SystemInfo) to obtain connection details. The returned payload provides the domain and pubsub addresses used to interact with the Cisco Finesse Notification Service. <SystemInfo> <status>IN_SERVICE</status> <xmppDomain>xmppserver.cisco.com</xmppDomain> <xmppPubSubDomain>pubsub.xmppserver.cisco.com</xmppPubSubDomain> </SystemInfo> Users are identified in the following manner: userid@xmppserver.cisco.com Stanzas are sent to the pubsub domain (pubsub.xmppserver.cisco.com ). Clients should ensure that any subscriptions that are no longer required are cleaned up. Subscription Persistence All subscriptions are stored in a database and persist through the following shutdown events: • Finesse experiences a CTI failover. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 346 Cisco Finesse Notifications Subscription Persistence

• The Cisco Finesse Notification Service restarts. • Cisco Finesse Tomcat restarts. In each of the preceding events, the client does not need to resubscribe to explicit subscriptions. However, subscriptions do not persist across multiple Finesse servers. If a client fails over to an alternate Finesse server, that client must resubscribe to any explicit subscriptions. Resources User Notification Finesse sends a User notification when information about a user changes. XML Format: /finesse/api/User/{id} Node: /finesse/api/User/{id} Source: User Data: <Update> <event>{put|delete}</event> <source>/finesse/api/User/{id}</source> <data> <user> <!-- full User object --> </user> </data> </Update> Payload: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 347 Cisco Finesse Notifications Resources

<Update> <event>put</event> <source>/finesse/api/User/csmith</source> <data> <User> <dialogs>/finesse/api/User/1001001/Dialogs</dialogs> <extension></extension> <firstName>AGENT</firstName> <lastName>1001001</lastName> <loginId>1001001</loginId> <loginName>agent1</loginName> <pendingState></pendingState> <reasonCodeId>2</reasonCodeId> <ReasonCode> <uri>/finesse/api/ReasonCode/{id}</uri> <code>10</code> <label>Team Meeting</label> </ReasonCode> <settings> <wrapUpOnIncoming>OPTIONAL</wrapUpOnIncoming> <wrapUpOnOutgoing>REQUIRED</wrapUpOnOutgoing> </settings> <roles> <role>Agent</role> </roles> <state>LOGOUT</state> <stateChangeTime></stateChangeTime> <teamId>5000</teamId> <teamName>FunctionalAgents</teamName> <uri>/finesse/api/User/1001001</uri> </User> </data> </Update> Sample Notification Payload: • Addition of a user Addition of a user • Deletion of a user • State change • First or last name change • Role change • Pending state change Notification Triggers: Dialog Notification Finesse sends a Dialog notification when information (or an action) changes for a call to which the user belongs or when the user adds or removes a dialog. For the purpose of notifications, the fromAddress and toAddress parameters of the Dialog object are defined as follows: • fromAddress: The extension of the caller who initiated the original call. If an unmonitored caller placed the call, the fromAddress is the unmonitored caller's extension. If an agent placed the call, the fromAddress is the agent's extension. For an Outbound Option Dialer call, the fromAddress is the extension of the Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 348 Cisco Finesse Notifications Dialog Notification

agent on the outbound call. For a reservation call in Preview Outbound mode, the fromAddress is the dialer port. . For a reservation call in Direct Preview Outbound mode, the fromAddress is the dialer port. • toAddress: The dialed number of the original call. If the caller calls a route point, the toAddress is the route point. If the caller calls an agent directly, the toAddress is the agent's extension. For an Outbound Option Dialer call, the toAddress is the customer phone number called by the dialer. For a reservation call in Outbound Option Preview mode, the toAddress is the extension of the agent who received the call. For a reservation call in Direct Preview Outbound mode, the toAddress is the extension of the agent on the outbound call. When a call is transferred, the fromAddress and toAddress in subsequent dialog notifications are those of the surviving call. For example, if an agent who is on a call places a consult call and then transfers the original call, the fromAddress and toAddress in the subsequent dialog notifications are those of the original call because the original call is the surviving call. However, if the agent puts the consult call on hold, retrieves the original call, and then transfers the consult call, the fromAddress and toAddress in subsequent dialog notifications are those of the consult call. In this case, the consult call is the surviving call. When an agent who is on a call places a consult call, the original call will be on hold and the consult call will be active. Once the call is complete where the agent either transfers or places the call on conference, the surviving call's dialog notifications will contain the dropped call's dialog id in the secondary id field. During Dialog notifications, there are two types of notifications that get sent to the Dialog node. • When a dialog is added or removed from the Dialog collection of the user. XML Format: /finesse/api/User/{id}/Dialogs Node: /finesse/api/User/{id}/Dialogs (when a Dialog is added or removed from the Dialog collection for the user) Source: Dialogs Data: <Update> <data> <dialogs> <Dialog> <!-- full Dialog object --> </Dialog> </dialogs> </data> <event>{POST|DELETE}</event> <requestId>xxxxxxxxx</requestId> <source>/finesse/api/User/{id}/Dialogs</source> </Update> Payload: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 349 Cisco Finesse Notifications Dialog Notification

Sample Notification Payload: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 350 Cisco Finesse Notifications Dialog Notification

<Update> <data> <dialogs> <Dialog> <associatedDialogUri></associatedDialogUri> <fromAddress>1112554</fromAddress> <id>2130715746</id> <secondaryId>2130715747</secondaryId> <mediaProperties> <mediaId>1</mediaId> <DNIS>90101</DNIS> <callType>CONSULT</callType> <dialedNumber>90101</dialedNumber> <outboundClassification></outboundClassification> <callvariables> <CallVariable> <name>callVariable1</name> <value>1</value> </CallVariable> .... <CallVariable> <name>callVariable2</name> <value>0123456789ABCDEFGHIJ0123456789ABCDEFGHIJ</value> </CallVariable> <CallVariable> <name>callVariable3</name> <value>0123456789ABCDEFGHIJ0123456789ABCDEFGHIJ</value> </CallVariable> <CallVariable> <name>callVariable4</name> <value>0123456789ABCDEFGHIJ0123456789ABCDEFGHIJ</value> </CallVariable> <CallVariable> <name>callVariable5</name> <value>0123456789ABCDEFGHIJ0123456789ABCDEFGHIJ</value> </CallVariable> <CallVariable> <name>callVariable6</name> <value>0123456789ABCDEFGHIJ0123456789ABCDEFGHIJ</value> </CallVariable> <CallVariable> <name>callVariable7</name> <value>0123456789ABCDEFGHIJ0123456789ABCDEFGHIJ</value> </CallVariable> <CallVariable> <name>callVariable8</name> <value>0123456789ABCDEFGHIJ0123456789ABCDEFGHIJ</value> </CallVariable> <CallVariable> <name>callVariable9</name> <value>0123456789ABCDEFGHIJ0123456789ABCDEFGHIJ</value> </CallVariable> <CallVariable> <name>callVariable10</name> <value>0123456789ABCDEFGHIJ0123456789ABCDEFGHIJ</value> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 351 Cisco Finesse Notifications Dialog Notification

</CallVariable> </callvariables> <queueNumber>5022</queueNumber> <queueName>UCM_PIM.Func.Agents.SG</queueName> <callKeyCallId>217</callKeyCallId> <callKeySequenceNum>1</callKeySequenceNum> <callKeyPrefix>152018</callKeyPrefix> </mediaProperties> <mediaType>Voice</mediaType> <participants> <Participant> <actions> <action>UPDATE_CALL_DATA</action> <action>DROP</action> </actions> <mediaAddress>1112554</mediaAddress> <mediaAddressType>AGENT_DEVICE</mediaAddressType> <startTime>2016-05-03T21:49:36.512Z</startTime> <state>INITIATING</state> <stateCause></stateCause> <stateChangeTime>2016-05-03T21:49:36.512Z</stateChangeTime> </Participant> </participants> <state>INITIATING</state> <toAddress>90101</toAddress> <uri>/finesse/api/Dialog/2130715746</uri> </Dialog> </dialogs> </data> <event>POST</event> <requestId>edc7064f-1178-11e6-8bd0-005056000005</requestId> <source>/finesse/api/User/112554/Dialogs</source> </Update> • Incoming call • Ending a call Notification Triggers: • When dialog properties associated with the specified Dialog id is modified. XML Format: /finesse/api/User/{id}/Dialogs Node: /finesse/api/Dialog/{id} (when a Dialog within the Dialogs collection for the user is modified) Source: Dialog Data: <Update> <data> <dialog> <!-- full Dialog object --> </dialog> </data> <event>{PUT}</event> <requestId>xxxxxxxxx</requestId> <source>/finesse/api/Dialog/16804377</source> </Update> Payload: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 352 Cisco Finesse Notifications Dialog Notification

Sample Notification Payload: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 353 Cisco Finesse Notifications Dialog Notification

<Update> <data> <dialog> <associatedDialogUri></associatedDialogUri> <fromAddress>1081001</fromAddress> <id>16804377</id> <mediaProperties> <mediaId>1</mediaId> <DNIS>1081002</DNIS> <callType>AGENT_INSIDE</callType> <callvariables> <CallVariable> <name>callVariable1</name> <value></value <queueNumber>5022</queueNumber> <queueName>UCM_PIM.Func.Agents.SG</queueName> <callKeyCallId>217</callKeyCallId> <callKeySequenceNum>1</callKeySequenceNum> <callKeyPrefix>152018</callKeyPrefix> <dialedNumber>1081002</dialedNumber> </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>1081001</mediaAddress> <mediaAddressType>AGENT_DEVICE</mediaAddressType> <startTime>2014-02-04T15:33:16.653Z</startTime> <state>ACTIVE</state> <stateCause></stateCause> <stateChangeTime>2014-02-04T15:33:16.653Z</stateChangeTime> </Participant> <Participant> <actions> <action>UPDATE_CALL_DATA</action> <action>DROP</action> <action>RETRIEVE</action> </actions> <mediaAddress>1081002</mediaAddress> <mediaAddressType>AGENT_DEVICE</mediaAddressType> <startTime>2014-02-04T15:33:16.653Z</startTime> <state>HELD</state> <stateCause></stateCause> <stateChangeTime>2014-02-04T15:33:27.584Z</stateChangeTime> </Participant> </participants> <state>ACTIVE</state> <toAddress>1081002</toAddress> <uri>/finesse/api/Dialog/16804377</uri> </dialog> </data> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 354 Cisco Finesse Notifications Dialog Notification

<event>PUT</event> <requestId>xxxxxxxxx</requestId> <source>/finesse/api/Dialog/16804377</source> </Update> • Modification of participant state (for example, when a participant answers or hangs up a call) • A new participant on the call • Modification of the call data or actions Notification Triggers: Dialogs/Media Notification Finesse sends a Dialogs/Media notification when information (or an action) changes for a nonvoice dialog to which the user belongs. For an interruptible Media Routing Domain configured to accept interrupts, Finesse sends only a Media state change when an agent is interrupted in that MRD. It does not send Dialogs/Media notifications with the action list modified to reflect the fact that actions not permitted on the tasks in that media. The state change is the only indication to the Finesse applications that no actions are allowed on the interrupted dialogs. During Dialog notifications, there are two types of notifications that get sent to the Dialog node. • When a dialog is added or removed from the Dialog collection of the user. Important XML Format: /finesse/api/User/{id}/Dialogs/Media Node: /finesse/api/User/{id}/ Media/{mrdId}/Dialogs (when a Dialog is added or removed from the Dialog collection for the user, for example offered or closed) Source: Dialogs Data: <Update> <data> <dialogs> <Dialog> <!-- full Dialog object --> </Dialog> </dialogs> </data> <event>{POST|DELETE}</event> <requestId>xxxxxxxxx</requestId> <source>/finesse/api/User/{id}/Media{mrdld}/Dialogs</source> </Update> Payload: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 355 Cisco Finesse Notifications Dialogs/Media Notification

<Update> <data> <dialogs> <Dialog> <associatedDialogUri>/finesse/api/Dialog/3216_5432_1</associatedDialogUri> <id>1234_5423_1</id> <mediaType>Cisco_Chat_MRD</mediaType> <mediaProperties> <mediaId>5002</mediaId> <dialedNumber></dialedNumber> <callvariables> <CallVariable> <name>callVariable1</name> <value>Chuck Smith</value> </CallVariable> <CallVariable> <name>callVariable2</name> <value>Cisco Systems, Inc.</value> ...Other CallVariables ... </callvariables> <queueNumber>5022</queueNumber> <queueName>UCM_PIM.Func.Agents.SG</queueName> <callKeyCallId>217</callKeyCallId> <callKeySequenceNum>1</callKeySequenceNum> <callKeyPrefix>152018</callKeyPrefix> </mediaProperties> <participants> <Participant> <actions> <action>ACCEPT</action> </actions> <mediaAddress>1001001</mediaAddress> <startTime>2015-11-19T06:04:27.864Z</startTime> <state>OFFERED</state> <stateChangeTime>2015-11-19T06:04:27.864Z</stateChangeTime> </Participant> </participants> <state>OFFERED</state> <uri>/finesse/api/Dialog/1234_5423_1</uri> </Dialog> </dialogs> </data> <event>POST</event> <requestId>xxxxxxxxx</requestId> <source>/finesse/api/User/10010012/Media{5002}/Dialogs</source> </Update> Sample Notification Payload • Incoming dialog Notification Triggers: • When dialog properties associated with the specified Dialog id is modified. XML Format: /finesse/api/User/{id}/Dialogs/Media Node: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 356 Cisco Finesse Notifications Dialogs/Media Notification

/finesse/api/Dialog/{id} (when a Dialog within the Dialogs collection for the user is modified, for example accepted, started, paused, or wrapped up) Source: Dialog Data: <Update> <data> <dialog> <!-- full Dialog object --> </dialog> </data> <event>{PUT}</event> <requestId>xxxxxxxxx</requestId> <source>/finesse/api/Dialogs{id}</source> </Update> Payload: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 357 Cisco Finesse Notifications Dialogs/Media Notification

Update> <data> <dialog> <associatedDialogUri/> <id>151705_33542697_1</id> <mediaProperties> <mediaId>5000</mediaId> <dialedNumber>mark_test_dn</dialedNumber> <callvariables> <CallVariable> <name>callVariable1</name> <value>cv1_value</value> </CallVariable> <CallVariable> <name>callVariable2</name> <value>cv2_value</value> </CallVariable> <CallVariable> <name>user.finesse.ecc1</name> <value>ecc1</value> </CallVariable> </callvariables> <queueNumber>5022</queueNumber> <queueName>UCM_PIM.Func.Agents.SG</queueName> <callKeyCallId>217</callKeyCallId> <callKeySequenceNum>1</callKeySequenceNum> <callKeyPrefix>152018</callKeyPrefix> </mediaProperties> <mediaType>Cisco_Chat_MRD</mediaType> <participants> <Participant> <actions> <action>START</action> <action>CLOSE</action> <action>TRANSFER</action> </actions> <mediaAddress>1001010</mediaAddress> <startTime>2016-05-10T20:25:12.302Z</startTime> <state>ACCEPTED</state> <stateChangeTime>2016-05-10T20:25:17.372Z</stateChangeTime> </Participant> </participants> <state>ACCEPTED</state> <uri>/finesse/api/Dialog/151705_33542697_1</uri> </dialog> </data> <event>PUT</event> <requestId/> <source>/finesse/api/Dialog/{id}</source> </Update> Sample Notification Payload • Modification of participant state (for example, when a participant accepts or closes a dialog) Notification Triggers: Dialog CTI Error Notification Call operations performed on a dialog (such as MAKE_CALL, HOLD, RETRIEVE, ANSWER, END, TRANSFER, CONSULT, and CONFERENCE) may result in CTI errors. The notification system sends these Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 358 Cisco Finesse Notifications Dialog CTI Error Notification

errors as asynchronous updates. Error notifications include the error type and the CTI error code and error constant. The error type is “Call Operation Failure”. XML Format: /finesse/api/User/{id}/Dialogs Node: /finesse/api/Dialog/{id} Source: apiErrors Data: <Update> <data> <apiErrors> <apiError> <errorData>[CTI Error Code]</errorData> <errorMessage>[CTI Error Constant]</errorMessage> <errorType>Call Operation Failure</errorType> </apiError> </apiErrors> </data> <event>PUT</event> <requestId></requestId> <source>/finesse/api/Dialog/[ID]</source> </Update> Payload: <Update> <data> <apiErrors> <apiError> <errorData>34</errorData> <errorMessage>CF_RESOURCE_OUT_OF_SERVICE</errorMessage> <errorType>Call Operation Failure</errorType> </apiError> </apiErrors> </data> <event>PUT</event> <requestId></requestId> <source>/finesse/api/Dialog/12345</source> </Update> Sample Notification Payload The notification system delivers this error notification if call operations on a Dialog (such as MAKE_CALL, HOLD, RETRIEVE, ANSWER, END, TRANSFER, CONSULT, and CONFERENCE) result in a CTI error Notification Triggers: 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 the description above for Dialog CTI Error Notification. Note Deployment Type Reason ErrorType Unified CCE Attempt to exceed maximum allowed conference participants. Call Operation Failure Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 359 Cisco Finesse Notifications Dialog CTI Error Notification

Team Notification Finesse sends a team notification when the agent name or agent state changes for an agent who belongs to that team. XML Format: /finesse/api/Team/{id}/Users Node: /finesse/api/User/{id} Source: Summary version of the User object Data: <Update> <event>{put}</event> <source>/finesse/api/User/{id}</source> <requestId>xxxxxxxxx</requestId> <data> <user> <uri>/finesse/api/User/{id}</uri> <loginId>{id}</loginId> <firstName>Jack</firstName> <lastName>Brown</lastName> <state>NOT_READY</state> <stateChangeTime>2012-03-01T17:58:21.123Z</stateChangeTime> <ReasonCode> <uri>finesse/api/ReasonCode/1</uri> <code>10</code> <label>Team Meeting</label> <category>NOT_READY</category> <id>1</id> </ReasonCode> </user> </data> </Update> Payload: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 360 Cisco Finesse Notifications Team Notification

<Update> <event>put</event> <source>/finesse/api/Team/1004</source> <requestId>xxxxxxxxx</requestId> <data> <team> <uri>/finesse/api/Team/1004</uri> <id>1004</id> <name>Shiny</name> <users> <User> <uri>/finesse/api/User/1234</uri> <loginId>1004</loginId> <firstName>Charles</firstName> <lastName>Norrad</lastName> <pendingState></pendingState> <state>LOGOUT</state> <stateChangeTime>2012-03-01T17:58:21.123Z</stateChangeTime> </User> <User> <uri>/finesse/api/User/9876</uri> <loginId>9876</loginId> <firstName>Jack</firstName> <lastName>Brown</lastName> <state>NOT_READY</state> <stateChangeTime>2012-03-01T17:58:21.134Z</stateChangeTime> <ReasonCode> <uri>/finesse/api/ReasonCode/1</uri> <code>10</code> <label>Team Meeting</label> <category>NOT_READY</category> <id>1</id> </ReasonCode> </User> ... other users ... </users> </team> </data> </Update> Sample Notification Payload: • Agent name is changed for an agent who belongs to the team • Agent state is changed for an agent who belongs to the team Notification Triggers: Queue Notifications Finesse sends a queue notification every 10 seconds (if queue statistics change). Finesse sends notifications for this node only for a stand-alone Finesse deployment with Unified CCE. Notifications for this node are not sent for a coresident Finesse deployment with Unified CCX. Note XML Format: /finesse/api/Queue/{id} Node: /finesse/api/Queue/{id} Source: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 361 Cisco Finesse Notifications Queue Notifications

Queue object Data: <Update> <event>{put}</event> <source>/finesse/api/Queue/{id}</source> <requestId>xxxxxxxxx</requestId> <data> <Queue> <uri>/finesse/api/Queue/{id}</uri> <name>Sales</name> <statistics> <callsInQueue>3</callsInQueue> <startTimeOfLongestCallInQueue>2012-02-15T17:58:21Z</startTimeOfLongestCallInQueue> <agentsReady>1</agentsReady> <agentsNotReady>2</agentsNotReady> <agentsTalkingInbound>3</agentsTalkingInbound> <agentsTalkingOutbound>4</agentsTalkingOutbound> <agentsTalkingInternal>5</agentsTalkingInternal> <agentsWrapUpNotReady>6</agentsWrapUpNotReady> <agentsWrapUpReady>7</agentsWrapUpReady> </statistics> </Queue> </data> </Update> Payload (PUT): <Update> <event>{delete}</event> <source>/finesse/api/Queue/{id}</source> <requestId></requestId> <data> <Queue> <uri>/finesse/api/Queue/{id}</uri> </Queue> </data> </Update> Payload (DELETE): <Update> <event>put</event> <source>/finesse/api/Queue/1004</source> <requestId>xxxxxxxxx</requestId> <data> <Queue> <uri>/finesse/api/Queue/1004</uri> <name>Sales</name> <statistics> <callsInQueue>3</callsInQueue> <startTimeOfLongestCallInQueue>2012-02-15T17:58:21Z</startTimeOfLongestCallInQueue> <agentsReady>1</agentsReady> <agentsNotReady>2</agentsNotReady> <agentsTalkingInbound>3</agentsTalkingInbound> <agentsTalkingOutbound>4</agentsTalkingOutbound> <agentsTalkingInternal>5</agentsTalkingInternal> <agentsWrapUpNotReady>6</agentsWrapUpNotReady> <agentsWrapUpReady>7</agentsWrapUpReady> </statistics> </Queue> </data> </Update> Sample Notification Payload (PUT): Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 362 Cisco Finesse Notifications Queue Notifications

<Update> <event>delete</event> <source>/finesse/api/Queue/1004</source> <requestId></requestId> <data> <Queue> <uri>/finesse/api/Queue/1004</uri> </Queue> </data> </Update> Sample Notification Payload (DELETE): Finesse publishes a notification • every 10 seconds, if queue statistics change • when a queue name changes • when a queue is deleted Notification Triggers: User/Queue Notification Finesse sends a User/Queues notification when a queue is added or removed from the user's list of queues or if a queue assigned to that user is removed from the system. Finesse sends notifications for this node only for a stand-alone Finesse deployment with Unified CCE. Notifications for this node are not sent for a coresident Finesse deployment with Unified CCX. Note XML Format: /finesse/api/User/{id}/Queues Node: /finesse/api/User/{id}/Queues Source: User/Queues object Data: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 363 Cisco Finesse Notifications User/Queue Notification

<Update> <event>{post}</event> <source>/finesse/api/User/{id}/Queues</source> <requestId></requestId> <data> <Queues> <Queue> <uri>/finesse/api/Queue/{id}</uri> <name>Sales</name> <statistics> <callsInQueue>3</callsInQueue> <startTimeOfLongestCallInQueue>2012-02-15T17:58:21Z</startTimeOfLongestCallInQueue> <agentsReady>1</agentsReady> <agentsNotReady>2</agentsNotReady> <agentsTalkingInbound>3</agentsTalkingInbound> <agentsTalkingOutbound>4</agentsTalkingOutbound> <agentsTalkingInternal>5</agentsTalkingInternal> <agentsWrapUpNotReady>6</agentsWrapUpNotReady> <agentsWrapUpReady>7</agentsWrapUpReady> </statistics> </Queue> ... more queues ... </Queues> </data> </Update> Payload (POST): <Update> <event>{delete}</event> <source>/finesse/api/User/{id}/Queues</source> <requestId></requestId> <data> <Queues> <Queue> <uri>/finesse/api/Queue/{id}</uri> </Queue> <Queue> <uri>/finesse/api/Queue/{id}</uri> </Queue> <Queue> <uri>/finesse/api/Queue/{id}</uri> </Queue> ... more queues ... </Queues> </data> </Update> Payload (DELETE): Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 364 Cisco Finesse Notifications User/Queue Notification

Update> <event>post</event> <source>/finesse/api/User/1001001/Queues</source> <requestId></requestId> <data> <Queues> <Queue> <uri>/finesse/api/Queue/1215</uri> <name>Sales</name> <statistics> <callsInQueue>3</callsInQueue> <startTimeOfLongestCallInQueue>2012-02-15T17:58:21Z</startTimeOfLongestCallInQueue> <agentsReady>1</agentsReady> <agentsNotReady>2</agentsNotReady> <agentsTalkingInbound>3</agentsTalkingInbound> <agentsTalkingOutbound>4</agentsTalkingOutbound> <agentsTalkingInternal>5</agentsTalkingInternal> <agentsWrapUpNotReady>6</agentsWrapUpNotReady> <agentsWrapUpReady>7</agentsWrapUpReady> </statistics> </Queue> ... more queues ... </Queues> </data> </Update> Sample Notification Payload (POST): <Update> <event>delete</event> <source>/finesse/api/User/1001001/Queues</source> <requestId></requestId> <data> <Queues> <Queue> <uri>/finesse/api/Queue/1326</uri> </Queue> <Queue> <uri>/finesse/api/Queue/1364</uri> </Queue> <Queue> <uri>/finesse/api/Queue/1389</uri> </Queue> ... more queues ... </Queues> </data> </Update> Sample Notification Payload (DELETE): • A queue is added or removed from the user's list of queues. • A queue assigned to the user is removed from the system. Notification Triggers: Media Notification Finesse sends a Media notification when information about a user in a Media Routing Domain changes. XML Format: /finesse/api/User/{id}/Media Node: /finesse/api/User/{id}/Media/{mrdId} Source: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 365 Cisco Finesse Notifications Media Notification

Media Data: <Update> <event>{put|delete}</event> <source>/finesse/api/User/{id}/Media/{mrdId}</source> <data> <Media> <!-- full Media object --> </user> </data> </Update> Payload: <Update> <event>put</event> <source>/finesse/api/User/1001004/Media/5000</source> <requestId>xxxx-xxxx</requestId> <data> <Media> <uri>/finesse/api/User/1001004/Media/5000</uri> <description>Chat MRD</description> <dialogLogoutAction>CLOSE</dialogLogoutAction> <id>5000</id> <interruptible>true</interruptible> <maxDialogLimit>10</maxDialogLimit> <name>Cisco_Chat_MRD</name> <ReasonCode> <category>NOT_READY</category <code>10</code> <forAll>true</forAll> <id>16</id> <label>Team Meeting</label> <uri>/finesse/api/ReasonCode/16</uri> </ReasonCode> <reasonCodeId>16</reasonCodeId> <routable>true</routable> <state>NOT_READY</state> <stateChangeTime>2015-09-11T06:55:14.782Z</stateChangeTime> </Media> </data> </Update> Sample Notification Payload: • State change Notification Triggers: Media and Dialogs/Media Asynchronous Error Notification If an operations performed on a Media or nonvoice Dialog results in an asynchronous error, the error notifications include the error type, error code, and error constant. The ErrorMedia parameter indicates the Media Routing Domain to which the error applies. XML Format: /finesse/api/User/{id}/Media /finesse/api/User/{id}/Dialogs/Media Node: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 366 Cisco Finesse Notifications Media and Dialogs/Media Asynchronous Error Notification

/finesse/api/User/{id}/Media/{mrdId} /finesse/api/User/{id}/ Media/{mrdId}/Dialogs (when a Dialog is added or removed from the Dialog collection for the user, for example offered or closed.) /finesse/api/Dialog/{id} (when a Dialog within the Dialogs collection for the user is modified, for example accepted, started, paused, or wrapped up.) Source: Media Dialog Data: <Update> <data> <apiErrors> <apiError> <errorData>[Error Code]</errorData> <errorMedia>5001</errorMedia> <errorMessage>[Error Constant]</errorMessage> <errorType>[Error Type]</errorType> </apiError> </apiErrors> </data> <event>PUT</event> <requestId>xxx-xxxx</requestId> <source>/finesse/api/User/{id}/Media/{mrdId}</source> </Update> Payload: <Update> <data> <apiErrors> <apiError> <errorData>1</errorData> <errorMedia>5001</errorMedia> <errorMessage>E_ARM_STAT_AGENT_ALREADY_LOGGED_IN</errorMessage> <errorType>Agent already logged into MRD</errorType> </apiError> </apiErrors> </data> <event>PUT</event> <requestId>xxx-xxxx</requestId> <source>/finesse/api/User/1001001/Media/5001</source> </Update> Sample Notification Payload: The notification system returns this error if an operation on a Media or nonvoice Dialog results in an asynchronous error. Notification Triggers: Media and Dialogs/Media Error Code Descriptions Errors for Agent State and Mode Changes Common Agent State and Mode Change Errors This table describes common errors returned if agent state or mode changes fail. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 367 Cisco Finesse Notifications Media and Dialogs/Media Error Code Descriptions

Description Error Code Error Constant The specified agent is not configured in CCE. 2 E_ARM_STAT_AGENT_NOT_FOUND The specified Media Routing Domain is not configured in CCE. 3 E_ARM_STAT_MRD_LIST_ENTRY_NOT_FOUND The specified agent is not logged into the MRD. This error is not returned when logging the agent into an MRD. 6 E_ARM_STAT_AGENT_NOT_LOGGED_IN Agent Login Errors Description ErrorCode Error Constant The specified agent is already logged in to this MRD. 1 E_ARM_STAT_AGENT_ALREADY_LOGGED_IN The agent cannot log in to the voice MRD. The application attempted to log an agent into the voice MRD using the Media API instead of the User API. 11 E_ ARM_STAT_CANT_LOGIN_TO_VOICE_MRD The MRD and peripheral specified in the agent login request are not members of the application path associated with the Finesse server that sent the request. 27 E_ARM_STAT_LOGIN_NOT_ALLOWED_FOR_APP_PATH This code is used in the Packaged CCE deployment. When the PG reaches the Maximum Concurrent Number of Logged in Agents for that peripheral, all the ARMMediaLoginReqs for that Peripheral are rejected with this status code. 34 E_ARM_STAT_PERFORMANCE_LIMIT_EXCEEDED The log in request failed because the Central Controller is offline. 36 E_ARM_STAT_CC_OFFLINE The log in request timed out. 37 E_ ARM_STAT_LOGIN_TIMEOUT The agent log in request to the precision queue failed. 38 E_ARM_STAT_PQ_LOGIN_FAILED There is already a pending request for the agent to log in to the Media Routing Domain. 41 E_ARM_STAT_LOGIN_REQUEST_ALREADY_PENDING Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 368 Cisco Finesse Notifications Errors for Agent State and Mode Changes

Agent Not Ready Errors Description Error Code Error Constant There is already a pending request to make this agent Not Ready in this Media Routing Domain. 9 E_ARM_STAT_ALREADY_HAVE_PENDING_MAKE_AGENT_NOT_READY The agent cannot be made Not Ready because the agent has a pending incoming task; Finesse has received an offered dialog for the agent. 14 E_ARM_STAT_DO_THIS_WITH_TASK_SENT_RECENTLY The specified agent is already in the Not Ready state. If reason codes are enabled, then an agent state change from Not Ready to Not Ready with a different reason code is allowed. 39 E_ARM_STAT_ALREADY_IN_REQUESTED_AGENT_STATE Agent Mode Change Errors Description Error Code Error Constant There is already a pending request to make this agent Not Routable in this Media Routing Domain. 8 E_ARM_STAT_ALREADY_HAVE_PENDING_MAKE_AGENT_NOT_ROUTABLE The agent is already in the requested mode. 40 E_ARM_STAT_ALREADY_IN_REQUESTED_AGENT_MODE Internal Errors If you receive these errors, Contact Cisco Technical Support for assistance. Error Code Error Constant 5 E_ARM_STAT_NO_ACTIVE_SKILL_GROUPS_IN_MRD_LIST_ENTRY Errors for Dialogs Common Dialog Errors This table describes common errors returned if Dialog actions fail. Description Error Code Error Constant The specified agent is not configured in CCE. 2 E_ARM_STAT_AGENT_NOT_FOUND The specified Media Routing Domain is not configured in CCE. 3 E_ARM_STAT_MRD_LIST_ENTRY_NOT_FOUND The specified agent is not logged into the MRD. 6 E_ARM_STAT_AGENT_NOT_LOGGED_IN Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 369 Cisco Finesse Notifications Errors for Dialogs

Description Error Code Error Constant The specified dialog cannot be found. 18 E_ARM_STAT_TASK_OBJECT_NOT_FOUND The Media Routing Domain ID does not match the MRD ID for this skill, service, or dialog. 20 E_ARM_STAT_INCONSISTENT_MEDIA_ROUTING_DOMAIN_IDS The dialog has been interrupted by a dialog in a different MRD. Typically, this code indicates that a voice call interrupted the agent working on a chat or an email. 30 E_ARM_STAT_NOT_VALID_AFTER_INTERRUPT_ADVISORY_ACCEPT The dialog API request is made and the synchronous response received but the dialog is removed before contacting CCE. 6030 INVALID_DIALOG_ID: <DIALOG ID> Internal Errors If you receive these errors, Contact Cisco Technical Support for assistance. Error Code Error Constant 19 E_ARM_STAT_INVALID_MESSAGE_SEQUENCE 21 E_ARM_STAT_NO_OFFER_OR_PRE_CALL_RECEIVED 22 E_ARM_STAT_INCONSISTENT_AGENT_IDS 32 E_ARM_STAT_SKILL_GROUP_NOT_FOUND 33 E_ARM_STAT_SERVICE_NOT_FOUND Notification Parameters Possible Values Description Data Type Name The entire User, Team, Dialog, Queue, or Media object in its most current, updated form. The Team object includes all of its agents. For the User/Queues object, specifies a list of queues that were added or deleted from the user's list. Provides the new representation of the modified User, Team, Dialog, Queue, User/Queues, or Media object. This information is not provided when a user is deleted. For a Dialog or Media Error notification, provides the list of ApiError objects that represent the failure conditions detected by the server. Object Data Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 370 Cisco Finesse Notifications Notification Parameters

Possible Values Description Data Type Name PUT: A property of the User, Dialog, Team, Queue, or Media object that was modified. DELETE: A User, Dialog, Team, Queue, or Media object has been deleted. For a User/Queues modification, the queues removed from the user's list of queues. POST: A User, Dialog, Team, Queue, or Media object has been added. For a User/Queues modification, specifies the queues that were added to the user's list of queues. The type of modification that occurred to the User, Team, Dialog, Queue, User/Queues, or Media object. String Event /finesse/api/User/{id} /finesse/api/Dialog/{id} /finesse/api/Team/{id} /finesse/api/User/{id}/Dialogs /finesse/api/User/{id}/Dialogs/Media /finesse/api/Queue/{id} /finesse/api/User/{id}/Queues /finesse/api/User/{id}/Media The resource location for the User, Dialog, Team, Queue, User/Queues, or Media object that was modified. String Source An opaque, unique string, used to correlate the originating request with the resulting event The requestId that was returned when the triggering REST API request was made. If the event was unsolicited, this tag is empty. This tag is empty for a User/Queues notification. String RequestId Managing Notifications in Third-Party Applications For applications that aren’t gadgets in the Cisco Finesse Desktop or in a third-party OpenSocial container, use one of the following methods to establish a connection with the Cisco Finesse Notification Service to subscribe to XMPP events: • Cisco Finesse Desktop EventTunnel (for browser applications only) • XMPP over TCP based on Smack over port 5222 or 5223 (TLS) Finesse uses the following base XMPP features: 1. session establishment 2. presence Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 371 Cisco Finesse Notifications Managing Notifications in Third-Party Applications

roster management These are supported over BOSH (http-bind)/WebSocket/smack protocols. In addition, the only XMPP extension feature supported is (XEP-0060) Pubsub.XMPP extensions natively supported by Openfire. For example, (XEP – 0198) Stream management, (XEP-0163) PEP, (XEP-0256) Last Activity, aren’t used by Finesse and wherever possible are disabled. Custom clients should ensure that only supported features are used when interacting with OpenFire. • Finesse by default uses WebSocket to connect to Cisco Finesse Notification Service. For better performance, third-party XMPP clients should connect to the Cisco Finesse Notification Service over WebSocket. • For all types of connection methods, Cisco Finesse Notification Service expects XMPP client ping every 20 seconds. Note This section describes how to use the Cisco Finesse Desktop EventTunnel method. This method requires knowledge of how to use postMessage to pass messages between different frames in the browser. The EventTunnel.js file is located at https://<hostname>:<port>/tunnel/EventTunnel.js (the hostname is of the Cisco Finesse server and the port is 8445 or 7443 for HTTPS). This class is designed to be loaded within an iframe. This class loads in the browser application and uses postMessage to communicate between frames. Access BOSH and WebSockets as follows: BOSH: https://<hostname>:<port>/http-bind WebSocket: ws(s)://<hostname>:<port>/ws Cisco Finesse, Release 12.5(1) onward, the 7071 port (BOSH/WebSocket for HTTP) is disabled by default. Use the utils finesse set_property webservices enableInsecureOpenfirePort true command to enable this port. For more information, see the Service Properties section in the Cisco Finesse Administration Guide. Note Using the EventTunnel, the application can perform the following operations: • Establish the XMPP connection • Subscribe to XMPP nodes • Unsubscribe from XMPP nodes The following is a sample file that you can use to instantiate and initialize the EventTunnel in the iframe: <!DOCTYPE HTML> <html> <head> <meta http-equiv="Content-Type" content="text/html; charset=UTF-8" /> <meta http-equiv="X-UA-Compatible" content="IE=edge" /> <script type="text/javascript"> //Set the JabberWerx connect to unsecure because the custom authentication //on the XMPP server does not support encrypted credentials. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 372 Cisco Finesse Notifications Managing Notifications in Third-Party Applications

var jabberwerx_config = {unsecureAllowed: true}; <script type="text/javascript"> //Set the JabberWerx connect to unsecure because the custom authentication //on the XMPP server does not support encrypted credentials. var jabberwerx_config = {unsecureAllowed: true}; </script> <script type="text/javascript" src="thirdparty/jquery/jquery-1.5.min.js"></script> <script type="text/javascript" src="thirdparty/strophe/strophe.js"></script> <script type="text/javascript" src="thirdparty/strophe/strophe.pubsub.min.js"></script> <script type="text/javascript" src="thirdparty/util/converter.js"></script> <script type="text/javascript" src="EventTunnel.js"></script> <script type="text/javascript"> jQuery(document).ready(function () { var tunnel = new finesse.EventTunnel(); tunnel.init(); }); </script> </head> </html> Connect to XMPP over HTTP (BOSH/WebSocket) using Finesse EventTunnel To initialize the XMPP connection, the following information must be passed to the EventTunnel before it can proceed: 1. Agent ID 2. XMPP Domain 3. Agent Password 4. XMPP PubSub Domain 5. Agent XMPP Resource (Optional) The postMessage payload has the following message structure: message = type + "|" + message; where type is a number that has the following mapping: Description Value Message Type XMPP events received by the EventTunnel and published out to the parent frame 0 EVENT Agent XMPP ID 1 ID Agent XMPP password 2 PASSWORD Agent XMPP resource 3 RESOURCEID Status of the XMPP connection published by the EventTunnel 4 STATUS Domain of the XMPP service 5 XMPPDOMAIN PubSub domain of the XMPP service 6 PUBSUBDOMAIN Request to subscribe to an XMPP node 7 SUBSCRIBE Request to unsubscribe form an XMPP node 8 UNSUBSCRIBE Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 373 Cisco Finesse Notifications Connect to XMPP over HTTP (BOSH/WebSocket) using Finesse EventTunnel

Description Value Message Type Request to subscribe to XMPP presence 9 PRESENCE Request to disconnect the XMPP connection. This request attempts to unsubscribe the application from all nodes to which it subscribed during the session and then disconnects the session. 11 DISCONNECT_REQ For example, a postMessage call to send the agent ID is as follows: message = "1|1001001" // 1 - type: ID, 1001001 - agent ID tunnelFrame.postMessage(message, tunnelOrigin); // where tunnelFrame is the frame // corresponding to the iframe hosting // the EventTunnel and tunnelOrigin is // the URL of the EventTunnel i.e. // http://<host>:<port> where host is // the host of the Cisco Finesse // server and port is the port of // the Cisco Finesse Notification // Service, either 7071 for http or // 7443 for https Be sure to also wire up a callback to receive messages using postMessage from the EventTunnel frame, for example: if (window.addEventListener) { //Firefox, Opera, Chrome, Safari window.addEventListener("message", cb, false); } else { //Internet Explorer window.attachEvent("onmessage", cb); } where cb is the callback that handles any messages received using postMessage and that can parse the messages sent by the EventTunnel. Connect to XMPP over TCP Any third party XMPP client can connect to the Finesse Notification Service through TCP sockets for sending and receiving notifications. You can connect to ports 5222 (non-secure connection) and 5223 (secure connection). Cisco Finesse, Release 12.5(1) onward, the 5222 port (non-secure connection) is disabled by default. Set the utils finesse set_property webservices enableInsecureOpenfirePort to true to enable this port. For more information, see Service Properties section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html. Note Connect to Secure Port 5223 over SSL/TLS Third party clients need to add the Finesse Notification certificate to their respective trust stores. Finesse Notification Service shares the same certificate with Cisco Finesse Tomcat. To download the certificate: 1. Sign in to the Cisco Unified Operating System Administration through the URL (https://FQDN:8443/cmplatform, where FQDN is the fully qualified domain name of the primary Finesse server and 8443 is the port number). 2. Click Security > Certificate Management. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 374 Cisco Finesse Notifications Connect to XMPP over TCP

Click Find to get the list of all the certificates. 4. In the Certificate List screen, choose Certificate from the Find Certificate List where drop-down menu, enter tomcat in the begins with option and click Find. 5. Click the FQDN link which appears in the Common Name column parallel to the listed tomcat certificate. 6. In the pop-up that appears, click the option Download .PEM File to save the file on your desktop. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 375 Cisco Finesse Notifications Connect to XMPP over TCP

Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 376 Cisco Finesse Notifications Connect to XMPP over TCP

C H A P T E R 7 Finesse High Availability Availability of a Finesse server is determined by the following information (and in this order): 1. The status of the server as provided by the SystemInfo object: The status of the server indicates whether the server is in service and available to accept requests. 2. The status and availability of a XMPP connection to the Cisco Finesse Notification Service: In a Unified CCX deployment, this service is called the Unified CCX Notification Service. Note An active XMPP connection to the Cisco Finesse Notification Service is required to receive notifications. Loss of this connection may mean that the server itself is unavailable or that the client cannot reach the server. 3. The presence of the 'finesse' XMPP user: Presence indicates whether Finesse has an active connection to the Cisco Finesse Notification Service (Unified CCE) or the Cisco Unified CCX Notification Service (Unified CCX) . An UNAVAILABLE presence for the 'finesse' XMPP user may mean that the connection is lost or that the Finesse web app crashed. A Finesse server must meet the following criteria to be fully available for client use: 1. The status of the server must be IN_SERVICE. 2. A successful XMPP connection is made. 3. The presence of the 'finesse' XMPP user is AVAILABLE. Ensure that the preceding conditions are checked in the order listed, as failure of the criteria at the top of the list means the rest of the criteria will also fail or will not be relevant. For example the presence of the 'finesse' XMPP user cannot be checked without a XMPP connection. An XMPP connection is not useful if the server is OUT_OF_SERVICE. • Failure Scenarios , on page 378 • Desktop Presence and Forced Logout, on page 378 • Failure Handling for Task Routing Clients, on page 380 Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 377

Failure Scenarios The following table lists possible failure scenarios and describes how a client can determine when a failure occurs. Notification mechanism Scenario Client loses XMPP connection to the Cisco Finesse Notification Service. This condition can occur while the Cisco Finesse Notification Services is running if the client loses network connectivity to the server (for example, a client experiences a complete loss of network connectivity). Note Cisco Finesse Notification Service goes down. In a Unified CCX deployment, this service is called the Cisco Unified CCX Notification Service. Note The 'finesse' user presence becomes UNAVAILABLE (if desktop is still connected to the Cisco Finesse Notification Service). Cisco Finesse Tomcat goes down. The 'finesse' user presence becomes UNAVAILABLE (if desktop is still connected to the Cisco Finesse Notification Service). Finesse web app goes down. Finesse sends a SystemInfo notification of status OUT_OF_SERVICE (if desktop is still connected to the Cisco Finesse Notification Service). Finesse loses connection to the CTI server. Recovery When any of the preceding failure scenarios are detected, the course of action is to attempt or detect recovery of the server on which the scenario occurred, as well as to check for the availability of an alternate server using the following criteria (when applicable): 1. The XMPP connection is down. Periodically check the SystemInfo object for IN_SERVICE status. After the system is IN_SERVICE, attempt to re-establish the XMPP connection. 2. If desktop is still connected and a SystemInfo OUT_OF_SERVICE notification is received: As long as the XMPP connection remains available, wait for a SystemInfo notification that the system is IN_SERVICE. 3. A 'finesse' user UNAVAILABLE presence is received. As long as the XMPP connection remains available, wait for an AVAILABLE presence notification for the 'finesse' user. Then wait for the SystemInfo IN_SERVICE notification. Desktop Presence and Forced Logout The Finesse server subscribes to the presence of the XMPP users of the Finesse desktop to monitor the health of the connection between the server and desktop. Under certain conditions, Finesse sends a forced logout with a reason code of 255 to the CTI server. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 378 Finesse High Availability Failure Scenarios

The actual behavior of the desktop under these conditions depends on the setting for Logout on Agent Disconnect (LOAD) in Unified CCE. The following table lists the conditions under which Finesse sends a forced logout to the CTI server: Race Conditions Server Action Desktop Behavior Scenario Finesse receives a presence notification of When you close the browser or The client closes, the 1. The agent closes the browser window. Finesse receives a presence notification Unavailable from the navigate away from the Finesse browser crashes, or the of Unavailable for the user. Finesse tries to sign the agent out; however, that agent is already signed out. client. Finesse waits 60 seconds, and then sends a forced logout request to the CTI server. desktop, the Finesse desktop makes a best-effort attempt agent clicks the Back button on the browser. 2. If the browser crashes, it can take the Finesse server up to 120 seconds to detect that the client is gone and send a to notify the server. presence notification to Finesse. A situation can occur where the client signs in to the secondary Finesse server before the primary Finesse server receives the presence notification caused by the browser crash. In this case, the agent may be signed out or put into Not Ready state on the secondary Finesse server. 3. If the Finesse desktop is running over a slower network connection, Finesse may not always receive an Unavailable presence notification from the client browser. In this situation, the behavior mimics a browser crash, as described in the preceding condition. — Finesse receives a presence notification of — The client refreshes the browser Unavailable from the client. Finesse waits 60 seconds before sending a forced logout request to the CTI server to allow the browser to reconnect after the refresh. A situation can occur where the forced logout does not happen before the client The primary Finesse server receives a presence Because the connection to the The client encounters a signs in to the secondary Finesse server. If notification of Finesse server network glitch the agent is on a call, the primary Finesse Unavailable from the temporarily goes down, the client (Finesse is in service) server sends the forced logout request after the call ends. The agent is signed out or put client. Because Finesse is in service, it sends a fails over to the secondary Finesse server. into Not Ready state when the call ends, even though the client is already signed in to the secondary Finesse server. forced logout request to the CTI server for the agent. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 379 Finesse High Availability Desktop Presence and Forced Logout

Load parameter = 0 The Finesse server forwards the forced Finesse desktop sends a forced In a Unified CCE • When the agent's current state is Not Ready, Ready or Wrap-Up, the agent's logout request to the CTI server. logout request to the CTI server. deployment, when Refresh Token has expired state after force logout is changed to Not Ready – Force Not Ready. • When the agent's current state is Talking, the Agent goes into Not-Ready – Force Not Ready state after the call ends. Load parameter = 1 • When the agent's current state is Not Ready, Ready or Wrap-Up, the agent goes to Logged Out – System Failure. • When the agent's current state is Talking, the Agent goes to Logged Out – System Failure immediately even though the call is still active. Failure Handling for Task Routing Clients Task Routing applications that use the Finesse APIs must be able to handle failure scenarios involving Finesse and CCE services. To recover REST and XMPP connections, follow the steps described for failure recovery earlier in this chapter. Once you recover the connections, perform more actions to recover nonvoice media state and nonvoice dialogs. The actions you perform depend on whether your application is built with the Finesse REST APIs or the finesse.min.js javascript library. Recovery Actions for Finesse REST APIs If your application is built with Finesse REST APIs, perform these actions to recover nonvoice media state and nonvoice dialogs: • Use the Media GET API to synchronize your application with the state of the agent in the application's media. For example: https://finesse_server/finesse/api/User/userId/Media/mediaId. • If the maxDialogLimit, interruptAction, or dialogLogoutAction settings do not match the settings set by your application at sign-in time, use the Media Sign In API to reset the settings. The Sign In API returns an "agent already logged in" error. This error is expected. The API call does not affect the agent's state in the media. The call does, however, reset the agent's maxDialogLimit, interruptAction, and dialogLogoutAction settings in the media. • Use the nonvoice Dialog LIST method to synchronize the application with the set of dialogs that the agent currently is assigned. For example: https://finesse_server/finesse/api/User/userId/Media/ mediaId/Dialogs. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 380 Finesse High Availability Failure Handling for Task Routing Clients

Typically, the set of dialogs does not change when you use this command. However, in some failure cases, such as double PG failures, the set of dialogs changes when you use this method. Recovery Actions for Finesse.min.js Javascript Library Media settings (maxDialogLimit, interruptAction, and dialogLogoutAction) can become out of sync after a failure. If your application is built with finesse.min.js, when getting the media object for the application, tell the media object the media options. The finesse.min.js library uses these settings to ensure that the media object associated with your application's agent has the correct settings after recovering from a failure. For example: media = _mediaList.getMedia({ id: mrdID, onLoad: handleMediaLoad, onError: handleMediaError, onChange: handleMediaChange, mediaOptions: { maxDialogLimit: 3, interruptAction: "IGNORE", dialogLogoutAction: "CLOSE" } }); Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 381 Finesse High Availability Failure Handling for Task Routing Clients

Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 382 Finesse High Availability Failure Handling for Task Routing Clients

C H A P T E R 8 Finesse Desktop Gadget Development • Finesse Gadgets, on page 383 • Best Practices for Gadget Development, on page 389 • Supported OpenSocial Features, on page 391 • Gadget Caching, on page 395 • Notifications on Finesse Desktop, on page 395 • Finesse Notifications in Third-Party Containers, on page 396 • Finesse Topics, on page 396 • Finesse Container Timer, on page 402 • Handling Special Characters in CSS, on page 403 • Subscription Management on Finesse Desktop, on page 404 • Gadget Height Management, on page 404 Finesse Gadgets Gadgets are web-based software components based on HTML, CSS, and JavaScript. They allow developers to write web applications that work anywhere on the web without modification. They are defined using a declarative XML syntax that is processed by a gadget server into a format that allows them to be embedded into the following contexts: • standalone web pages • web applications • other gadgets Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 383

Do not use the following JavaScript methods as they block the Finesse agent desktop until the pop up is dismissed. The Finesse backend process can also be interrupted by these methods which may lead to unexpected behavior. • window.alert() • window.prompt() • window.confirm() • window.showModalDialog() Note Prerequisites to Develop Gadgets For Finesse Gadget development, a basic understanding of the following is necessary: • How web applications work • XML • HTML • JavaScript Gadget Description The gadgets API consists of simple building blocks: XML: is a general purpose markup language. It describes structured data in a way that both humans and computers can read and write. XML is the language used to write gadget specifications. A gadget is an XML file, placed on the internet where Google can find it. The XML file that specifies a gadget contains instructions on how to process and render the gadget. The XML file contains all data and code for the gadget, or it can have references (URLs) on where to find the rest of the elements. HTML: is the markup language used to format pages on the internet. The static content of a gadget is written in HTML. HTML looks similar to XML, but is used to format web documents rather than to describe structured data. JavaScript: is a scripting language used to add dynamic behavior to your gadgets. Gadget XML A gadget and its XML are synonymous. The gadget XML contains all information needed to identify and render a web application. The XML gadget specification consists of the following: Content The <Content> section specifies the programming logic and the HTML elements that determine the appearance of the gadget. It defines the type of content, and either holds the content itself or has a link to external content. The gadget attributes and user preferences are combined with programming logic and formatting information to become a running gadget. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 384 Finesse Desktop Gadget Development Gadget Description

<Content> provides the actual HTML, CSS, and JavaScript to be rendered by the gadget. Code is provided directly in the gadget XML content section for rendering and control flow. The code is processed by a gadget server and rendered in an IFRAME. <?xml version="1.0" encoding="UTF-8"?> <Module> <ModulePrefs title="Sample Gadget" … </ModulePrefs> <UserPref name="scheme" display_name="scheme" default_value="" datatype ="hidden"/> <UserPref name="host" display_name="host" default_value="" datatype ="hidden"/> <UserPref name="hostPort" display_name="hostPort" default_value="" datatype ="hidden"/> <Content type="html"> <![CDATA[ <!DOCTYPE html> <!-- Styling --> <link rel="stylesheet" href="SampleGadget_Final.css" type="text/css" /> … … <script type="text/javascript"> … </script> ]]> </Content> </Module> User Preferences The <UserPrefs> section allows you to pass custom properties to the gadget from the gadget XML. The custom properties have to be suffixed with the datatype attribute as hidden. For example, <UserPref name="myname" display_name="Name" required="true" datatype=“hidden” />. The user preferences are defined in the XML specifications as follows: <?xml version="1.0" encoding="UTF-8"?> <Module> <ModulePrefs title="Sample Gadget" … </ModulePrefs> <UserPref name="scheme" display_name="scheme" default_value="" datatype ="hidden"/> <UserPref name="host" display_name="host" default_value="" datatype ="hidden"/> <UserPref name="hostPort" display_name="hostPort" default_value="" datatype ="hidden"/> <Content type="html"> <![CDATA[ <!DOCTYPE html> <!-- Styling --> <link rel="stylesheet" href="SampleGadget_Final.css" type="text/css" /> <!-- Finesse Library --> <script type="text/javascript" src="UP_scheme://UP_host:UP_hostPort/desktop/assets/js/finesse.min.js"></script> … … <script type="text/javascript"> … </script> ]]> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 385 Finesse Desktop Gadget Development Gadget Description

</Content> </Module> Note that for each User Preference, “hangman variables” can be substituted into supported gadget specification fields. Hangman variables are of the form <TYPE>_<ID>, and are replaced with string values. For each provided User Pref with key foo and value bar, hangman expansion UP_foo = bar. Hence, in the above code user preference scheme is available as UP_scheme. Similarly, for other User Preferences the hangman variables are dynamically substituted. Also, as the datatype value is specified as hidden, the user preferences pop up for the agent to enter their own data does not show up on the gadget. User preferences are accessed from your gadget using the user preferences JavaScript API, for example: <script type="text/javascript"> var prefs = new gadgets.Prefs(); var someStringPref = prefs.getString("StringPrefName"); var someIntPref = prefs.getInt("IntPrefName"); var someBoolPref = prefs.getBool("BoolPrefName"); </script> Gadget JavaScript Contains the business logic for the gadget. It can be written inside the gadget XML under the content section or an external JavaScript file can be created which can then be referred to using the src attribute in the <script> tag. Gadget CSS Contains the complete styling of the gadget. Similar to the JavaScript, CSS can also be referred to as an external file using href attribute in <link> tag. Gadget Behavior Rendering a gadget at the page level removes the title bar from the gadget layout. Components Components are simple scripts that are loaded into the desktop directly at predefined positions as directed by the layout, without an enclosing frame and its document. Components have been introduced in the desktop to overcome a few rendering limitations and performance considerations inherent to gadgets. Components are listed in the desktop layout using the <component> tag. Currently, the layout validations prevent custom components from being created. Hence, only default components are allowed in the desktop layouts. The default desktop functionalities are currently registered as components to provide flexibility and to reduce the load on the server. Simple Example Gadget Do the following to create and deploy a gadget: • Use any text editor to write your gadget specification. • Host the gadget on any web server. See Enable or Reset 3rdpartygadget Account, on page 409. • Add the gadget to the Finesse Container which can run gadgets. See Upload Third-Party Gadgets, on page 410. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 386 Finesse Desktop Gadget Development Simple Example Gadget

Example Gadget Use the following lines of code to build a simple gadget. This gadget displays the message "Hello, world!". Copy the following lines of code into a new file named hello_world.xml: <?xml version="1.0" encoding="UTF-8" ?> <Module> <ModulePrefs title="hello world example" /> <Content type="html"> <![CDATA[ Hello, world! ]]> </Content> </Module> Note the following about the "Hello World" example: • Gadgets are specified in XML. The first line is the standard way to start an XML file. This must be the first line in the file. • The <Module> tag indicates that this XML file contains a gadget. • The <ModulePrefs> tag contains information about the gadget such as its title, description, author, and other optional features. • The line <Content type="html"> indicates that the gadget's content type is HTML. • <![CDATA[ ...insert HTML here... ]]> is used to enclose HTML when a gadget's content type is html. It tells the gadget parser that the text within the CDATA section should not be treated as XML. The CDATA section typically contains HTML and JavaScript. • </Content> signifies the end of the Content section. • </Module> signifies the end of the gadget definition. For a Finesse specific example, download the LearningSampleGadget from https://github.com/CiscoDevNet/ finesse-sample-code/tree/master/LearningSampleGadget, which provides step by step instructions in learning some of the objects in the finesse.min.js library. Note Portions of this page are reproduced from work created and shared by Google, see https://developers.google.com/terms/site-policies and used according to terms described in the Creative Commons 3.0 Attribution License, see https://creativecommons.org/licenses/by/3.0/. For more information about OpenSocial gadgets, see https://developers.google.com/gadgets/docs/overview. Note that not all OpenSocial gadget features are available in the Finesse container. Note Gadget Limitations Cisco Finesse, Release 12.5(1) allows an agent or a supervisor to drag-and-drop a gadget to the required position on the desktop layout. The drag-and-drop feature is not applicable for gadgets that do not have a defined title. Example: Gadget without Title Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 387 Finesse Desktop Gadget Development Gadget Limitations

<ModulePrefs> <Require feature="pubsub-2"></Require> <Require feature="setprefs"></Require> <Require feature="osapi"></Require> <Require feature="dynamic-height"></Require> </ModulePrefs> Example: Gadget with Title <ModulePrefs title="SampleGadget" description="Hello"> <Require feature="settitle"/> <Require feature="pubsub-2"></Require> <Require feature="setprefs"></Require> <Require feature="osapi"></Require> <Require feature="dynamic-height"></Require> </ModulePrefs> Import Finesse JavaScript API For gadgets to work properly, they need to import the Finesse JavaScript library hosted on the Finesse server. Hosting Third-Party Gadgets on Web Server To import the JavaScript library, the Finesse FQDN needs to be provided inside the import statement. For building the finesse.min.js URL, we need to retrieve the following properties from the gadget preferences: 1. scheme: https 2. hostname: FQDN of the Finesse server 3. port: port of the Finesse service These properties are inside the gadget preferences as part of Finesse container initialization. In your gadget XML: • Define the user preferences that will be used for building the finesse.min.js import statement. <UserPref name="scheme" display_name="scheme" default_value="" datatype ="hidden"/> <UserPref name="host" display_name="host" default_value="" datatype ="hidden"/> <UserPref name="hostPort" display_name="hostPort" default_value="" datatype ="hidden"/> • Import the finesse.min.js file. <script type="text/javascript" src="UP_scheme://UP_host:UP_hostPort/desktop/assets/js/finesse.min.js"> </script> Hosting Third-Party Gadgets on Finesse Server Third-party gadgets can be hosted on the Finesse server inside the 3rdpartygadget directory. See Upload Third-Party Gadgets, on page 410. Since the third-party gadget is hosted on the Finesse server, you can import the Finesse JavaScript API with a relative URL. <script type=”text/javascript”src=”/desktop/assets/js/finesse.min.js”></script> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 388 Finesse Desktop Gadget Development Import Finesse JavaScript API

alternateHosts Configuration The <gadget> element in the Finesse Layout XML provides an attribute to specify alternate hosts from which the gadget can be loaded. This allows the Cisco Finesse desktop to load the gadget using a different host if the primary server is unavailable. The alternateHosts attribute contains a comma-separated list of FQDNs that will be used if the primary-host-FQDN is unavailable. <gadget alternateHosts="host1,host2,host3,..."> https://<primary-host-FQDN>/<gadget-URL> </gadget> The alternateHosts attribute is only applicable for gadgets with an absolute URL. That is URLs containing the FQDN of a host, an optional port, and the complete URL path to the gadget. For example: <gadget alternateHosts="host1,host2">https://primary host/relative_path</gadget> If loading the gadget from the primary-host fails, the Cisco Finesse container attempts to load the gadget from the alternate hosts in the order specified in the alternateHosts attribute. The Cisco Finesse desktop may fail to load the gadget even if some of the hosts are reachable. In such cases, refresh the Cisco Finesse desktop. When the gadget is specified with a relative URL, for example: <gadget

/3rdpartygadgets/relative_path</gadget>, the alternateHosts attribute does not apply and is ignored by the Cisco Finesse desktop. If the host serving the gadget fails after the Cisco Finesse desktop was successfully loaded, the desktop must be refreshed in order to load the gadget from an alternate host. The gadget does not implement its own failover mechanism. Note Headless Gadget Configuration Headless gadgets are gadgets which do not need a display space, but can be loaded and run like a background task in the browser. The Hidden attribute (optional) is used to support headless gadgets in the layout XML. When an attribute is set to "hidden=true", then the gadget is loaded by the container, but will not be displayed. The default value set for the attribute is "false". Best Practices for Gadget Development Each new gadget adds more load to the Cisco Finesse server and caution must be observed when adding gadgets to all users. Gadgets must comply with certain performance guidelines to allow the best possible performance, which results in faster Cisco Finesse failover. For more information on deployment practices and guidelines to ensure optimal failover performance, see Guidelines for Optimal Desktop Failover and Failover Planning sections in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/ products-maintenance-guides-list.html. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 389 Finesse Desktop Gadget Development alternateHosts Configuration

In Unified CCE, Cisco Finesse deployments with more than eight gadgets per agent for the maximum supported 2000 users, must deploy the Cisco Finesse OVA with 8 CPUs to ensure faster failover time. The actual number of gadgets that require the Cisco Finesse OVA with 8 CPUs depends on the gadgets and the number of requests that they invoke. In Unified CCE, Cisco Finesse deployments must be monitored for CPU consumption. Note General Gadget Development Guidelines The following are the general gadget guidelines that are applicable for both gadgets uploaded in Cisco Finesse 3rd party folder and gadgets hosted in 3rd party servers. • Use XML-based gadget URLs instead of dynamic JSP-based gadget URLs to prevent extra calls to the Finesse server. • Bundle and pack the resources for faster downloads. • Use finesse.min.js, which is compressed and smaller in size over finesse.js. • Prevent loading the Finesse desktop with bypassServerCache=true&nocache as a query parameter in the desktop URL. • Ensure static resources used by the gadget is cached by the browser. • External gadget hosting servers must prefer CA-signed certificates for easy integration with the browser. If they are self-signed, then import those certificates into the agent browser. For more information, see Accept Security Certificates section in Cisco Finesse Agent and Supervisor Desktop User Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/ products-user-guide-list.html. • Gadgets must cache configuration data retrieved after the gadget load, and reuse them after failover using DesktopCache JavaScript API. Use the DesktopCache JavaScript API to prevent calls being made to the external servers during failover. Guidelines for Gadgets Uploaded to Finesse 3rdpartygadget Account • Application data that are not susceptible to change across sessions can be cached in the browser using DesktopCache API and reused. • Add exclusions for finesse.js and the 3rd party JavaScript files in the gadget XML. Guidelines for Gadgets Hosted on 3rd Party Servers • If a gadget is loaded from a 3rd party server, then make REST API calls directly to that server without proxying the requests through Shindig (avoid gadget.makeRequest() calls). • Load the static data as scripts or HTML and not as active-content (JSP files). Guidelines for JSP Gadgets • Efficient failover requires converting all the JSP-based gadgets to XML-based gadgets. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 390 Finesse Desktop Gadget Development Best Practices for Gadget Development

• In Unified CCX Release 12.5(1), all the CUIC and LiveData gadgets are converted to XML-based gadgets. • In Unified CCE, after upgrading CUIC to Release 12.5(1) use the CLI command utils finesse layout updateCuicGadgetUrl to change the JSP references of CUIC gadgets to XML with no functional changes. For more information, see Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/ customer-collaboration/finesse/products-maintenance-guides-list.html. The webproxy in Cisco Finesse cannot cache any JSP content. Note Gadget Deployment Guidelines • Verify the new gadgets by accessing a configured layout using nocache query parameter in the desktop URL. • When gadgets are successfully deployed, access the changed layout to verify the gadgets. Supported OpenSocial Features The Finesse Desktop supports OpenSocial Core Gadget Specification 1.1. Gadget Specification XML Features The following table lists supported features that can be specified in the Gadget Specification XML or are available as an API for use in the JavaScript code of a gadget. Description Name The <Locale> element specifies the locales that the gadget supports. The Finesse Desktop Gadget Container takes the locale provided by the browser and renders the gadget with the specific message bundle when available. Locale The Scrolling attribute of the ModulePrefs tag renders the gadget frame with a value of auto for scrolling. When the content exceeds the viewport, the browser renders a vertical or horizontal scrollbar. For a better user experience, use the gadgets.window.adjustHeight API to dynamically resize the gadget as needed instead of using this feature. ModulePrefs: Scrolling The string provided is used for the title of the gadget shown in the title bar. You can also use the gadgets.window.setTitle API to set the title at runtime, which may offer more flexibility. ModulePrefs: Title Displays a loading message while the gadget is loading. loadingindicator Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 391 Finesse Desktop Gadget Development Supported OpenSocial Features

Required Module pref Feature Finesse requires that all gadgets use the following module pref feature: <Require feature="pubsub-2" />: This feature is required for the gadget to load in the OpenAjax Hub. Before you can access the authorization string through the gadget prefs, you must first import the Finesse JavaScript library. Note Loading Indicator Feature The loading indicator is an OpenSocial feature that displays a loading message over gadgets while they are loading. This feature allows you to provide a consistent user experience within Finesse. Requesting the Loading Indicator Use the following to request the loading indicator in the gadget ModulePrefs: <ModulePrefs> <Require feature="loadingindicator"> <Param name="manual-dismiss">false</Param> <Param name="loading-timeout">10</Param> </Require> </ModulePrefs> Notes Possible Values Description Type Parameter Optional parameter. Default is 10. integers The number of seconds to wait before displaying the Retry button. If the loading indicator is dismissed within this time, the Retry button does not appear. Set this to a number that is appropriate for your gadget. Integer loading-timeout Optional parameter. Default is false. true, false This parameter determines whether the gadget dismisses the loading indicator. If set to false, the feature code dismisses the loading indicator when the gadget has loaded. However, the indicator may be dismissed too soon because the gadget may load before all gadget initialization code is complete. To manually dismiss the loading indicator, set this parameter to true, and then configure the gadget to call gadgets.loadingindicator.dismiss() after the gadget is loaded and initialized. Boolean manual-dismiss When the gadget is loading, if the loading timeout is reached, the loading indicator changes to a timeout message and displays a Retry button that the user can click to reload the gadget. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 392 Finesse Desktop Gadget Development Required Module pref Feature

Figure 11: Loading Indicator - Timeout You can change any of the strings displayed by the loading indicator by configuring the gadget to call the following JavaScript methods: • gadgets.loadingindicator.updateLoadingMessage(text) • gadgets.loadingindicator.updateTimeoutMessage(text) • gadgets.loadingindicator.updateRetryButtonText(text) APIs Available to Gadget JavaScript The following table lists the available APIs and methods. Description Parameters Name Adjusts the height of the gadget. opt_height (integer)—Preferred height in pixels. This parameter is optional. If the opt_height is not specified, the API attempts to fit the gadget to its content. <static> gadgets.window.adjustHeight(opt_height) Sets the title of the gadget. title (string)—Preferred title of the gadget. <static> gadgets.window.setTitle(title) Fetches content from the provided URL and feeds that content into the callback function. The makeRequest call to the Shindig server is a POST request. Note url (string)—Address from which content is fetched. callback (function)—Run after content from the url is fetched. opt_params (Map<String, String>)—Additional optional parameters to pass to the request. <static> gadgets.io.makeRequest (url, callback, opt_params) Sets the view type of the gadget. If the parameter value equals "canvas", the gadget is requesting to be maximized within the tab on which it resides. If any other value is provided, the gadget is requesting to be restored to its default view. view (string)—The view type to which the gadget is requesting to change. <static> gadgets.views.requestNavigateTo (view) Dismisses the loading indicator so that the message is no longer visible. None <static> gadgets.loadingindicator.dismiss() Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 393 Finesse Desktop Gadget Development APIs Available to Gadget JavaScript

Description Parameters Name Displays a loading indicator message over the gadget. None <static> gadgets.loadingindicator.showLoading() Displays an error message over the gadget stating that the gadget failed to load, along with a Retry button. When the user clicks the Retry button, the container reloads the gadget. None <static> gadgets.loadingindicator.showRetry() Changes the message that appears when the gadget is loading. text (string)—Text to display as the loading message. <static> gadgets.loadingindicator.updateLoadingMessage(text) Changes the message that appears when the gadget loading times out. text (string)—Text to display when the gadget loading has timed out. <static> gadgets.loadingindicator.updateTimeoutMessage(text) Changes the message that appears on the Retry button. text (string)—Text to display on the Retry button. <static> gadgets.loadingindicator.updateRetryButtonText(text) Gadget Preferences The gadgets.Prefs class provides access to user preferences, module dimensions, and messages. Clients can access their preferences by constructing an instance of gadgets.Prefs (and optionally, passing in their module ID). Gadget preferences can then be set using the standard OpenSocial gadget APIs. var myPrefs = new gadgets.Prefs(); myPrefs.set(“counter”, count +1); In the Finesse Desktop, gadget preferences persist in the browser. After a gadget sets its preferences, anytime that gadget is constructed in the same browser, these preferences continue to be available through the APIs. var myPrefs = new gadgets.Prefs(); helloValue = myPrefs.getString(“hello”); Do not use preferences to persist critical application data. This data is stored in the browser and may be manually purged by the user at will. This storage is meant for preferences (similar to the type of information that is typically stored inside a cookie), and not for complex application data. Additionally, when the browser runs out of the allocated storage space, this data is purged. Note If special characters are expected in the value of the preference, they should be escaped inbound and unescaped outbound, as shown in the following example: var myPrefs = new gadgets.Prefs(), myPrefs.set("hello", gadgets.util.escapeString("!@#$%^&*()<>?"); … var myPrefs = new gadgets.Prefs(), helloValue = gadgets.util.unescapeString(myPrefs.getString("hello")); Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 394 Finesse Desktop Gadget Development Gadget Preferences

Do not use special characters within the name of the preference. The use of special characters within the name of the preference is not supported. Note Caveats Although OpenSocial is a web standard, gadgets may exhibit different behaviors in various OpenSocial containers. You should always thoroughly test gadgets in Finesse to ensure that functionality is in accordance with customer requirements. The Finesse team will document known issues as they are discovered to help customers and partners build gadgets for the Finesse Desktop. Gadget Caching When gadget caching is enabled, the contents are cached in the Finesse server cache and Finesse gadget container. If changes are made to the code of an existing gadget, then perform one of the following: • Restart Cisco Finesse tomcat. • Pass a nocache parameter in the URL to clear the cache and use the CLI command utils webproxy cache clear shindig to clear the Shindig cache. You can pass the nocache parameter at the root level or at the desktop web application. For example, • https://server?nocache • https://server/desktop?nocache • https://server/desktop/container?nocache Notifications on Finesse Desktop The Finesse desktop contains support for OpenSocial Core Gadget Specification 1.1. OpenSocial Core Gadget Specification 1.1 supports an intergadget notification system that is based on the OpenAjax Hub 2.0 Specification. The Finesse desktop automatically establishes a XMPP connection to the Notification Service upon sign-in. The Finesse desktop publishes notifications that it receives from the Notification Service to OpenAjax Hub topics. An OpenAjax topic is a string name that identifies a particular topic type to which a client can subscribe or publish. Gadgets must subscribe to these topics to receive notifications. If the XMPP connection is disconnected, the Finesse desktop attempts to recover based on the recovery strategy. If the XMPP connection cannot be re-established, the Finesse Desktop triggers a failover to the alternate Finesse server. Review the OpenSocial and OpenAjax Hub specifications before you implement gadget support for notifications on the Finesse Desktop. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 395 Finesse Desktop Gadget Development Caveats

Finesse Notifications in Third-Party Containers Strict requirements must be followed to leverage the Finesse Desktop notification framework on a third-party container. 1. Clients must add a specific Finesse gadget, which establishes the XMPP connection and publishes notifications to Finesse-specific OpenAjax topics 2. Third-party containers (that is, those other than the Finesse Desktop) must provide support for the OpenSocial Core Gadget Specification 1.1 to ensure that gadgets can subscribe to Finesse-specific notifications through the OpenAjax Hub. Finesse Topics A gadget that is within the Finesse environment has the ability to subscribe or publish to a set of Finesse Desktop topics via OpenAjax Hub. The following sections provide details for the available topics. Connection Information finesse.info.connection Topic Name Gadgets subscribe to this topic. Topic Type Gadgets subscribe to the finesse.info.connection topic to receive status information about the XMPP connection, which is automatically established by the Finesse Desktop or a Finesse Desktop gadget (within a non-Finesse container). Connection status information can be used to determine the state of the connection so that a gadget can act appropriately. Additionally, a resource ID is provided in the published data to allow the gadget to construct a subscribe request to the Finesse Web Services. Connection information is published every time there is a connection state change. The published data is a JavaScript object with the following properties: { status: string, resourceID: string } The status parameter describes the XMPP connection status. It can have any one of the following values: • connected • connecting • disconnected • disconnecting • reconnecting • unloading Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 396 Finesse Desktop Gadget Development Finesse Notifications in Third-Party Containers

A XMPP connection status of "unloading" indicates that an action in the browser (such as refreshing the browser or clicking the back button) caused the XMPP connection to initiate the unloading process. Note The resourceID parameter is a unique identifier for the XMPP connection. Although the resourceID parameter is provided with every connection status change, the ID is not available until after a XMPP connection has been successfully established. It is possible that the XMPP connection reconnects with a different resourceID. A situation can occur where a gadget is loaded after the Finesse Desktop or gadget has already published connection information. In this case, have the gadget publish a request to a Finesse request topic, which forces the Finesse Desktop to publish the connection information again. For more information, see Finesse Requests. Finesse Notifications finesse.api.[resourceObject].[resourceID] Topic Name Gadgets subscribe to this topic. Topic Type If a user has any subscriptions for a particular notification, either created by the Finesse Desktop or by an explicit subscribe request (see Subscription Management on the Finesse Desktop), the Cisco Finesse Notification Service delivers updates through the established XMPP connection. The Finesse Desktop automatically handles the management of the XMPP event connection to the Notification Service. Any notifications that are delivered through the connection are converted to JavaScript Object, and then published by the Finesse Desktop to an OpenAjax Hub topic. The name of the topic matches the node on the Finesse Notification Service on which the notification was published. However, to comply with OpenAjax topic conventions, all slashes (/) are replaced with dots (.) and the leading slash is removed. To receive notifications, the gadgets must 1. Subscribe to the OpenAjax topic for a particular notification feed. This action ensures that no notifications are missed after sending the subscription request to Finesse Web Services. 2. If required, make a request to the Cisco Finesse Notification Service to create a subscription for the notification feed (see Subscription Management on the Finesse Desktop). When connecting to the Cisco Finesse Notification Service, you must always specify a resource to identify your connection. Issues occur if the resource is omitted when the connection is created. The resource “desktop” is reserved for the Finesse Desktop. Do not use this resource for other connections as it causes a conflict with the Finesse Desktop. In Finesse, each notification type has an equivalent topic to which gadgets can subscribe. For a list of available Finesse notifications, see Cisco Finesse Notifications and look under the "node" property. These notifications are structured as follows: { content : Raw object payload as a String, object : JavaScript object representation of the payload } Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 397 Finesse Desktop Gadget Development Finesse Notifications

Finesse Requests finesse.info.requests Topic Name Gadgets publish to this topic. Topic Type Communication between gadgets and the Finesse Desktop or other gadgets is done through inter-gadget notification via OpenAjax Hub. A gadget can send an operation request to the Finesse Desktop by publishing a request object to the Finesse request topic. The gadget must construct an object to be published to the request topic with the following structure: { type: string, data: object } The type parameter describes the request type. The data parameter provides additional information for the Finesse Desktop to respond to the request. The contents of this data depends on the type of request. The following sections describe the different types of requests supported. More request types may be added in the future. Note ConnectionInfoReq Sending an "ConnectionInfoReq" request forces the Finesse Desktop to publish a connection information object to all gadgets subscribed to the finesse.info.connection topic. This request allows gadgets to determine the current state of the XMPP connection and retrieve the resource ID. The gadget must be subscribed to the connectionInfo topic to receive the event. The gadget should publish the following object to the topic finesse.info.requests: { type: “ConnectionInfoReq”, data: { } } It is possible that the gadget may come up before the Finesse Desktop is ready to start responding to a request to send connection information. For this reason, gadgets should subscribe to the finesse.info.connection topic regardless. When the Finesse Desktop or gadget is ready, it starts publishing connection information immediately. The topic finesse.info.connection is shared across all subscribed gadgets. Gadgets that subscribe to this topic may receive duplicate notifications. Gadgets must be able to handle duplicate notifications appropriately. Note Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 398 Finesse Desktop Gadget Development Finesse Requests

ConnectionReq Sending a "ConnectionReq" forces the Finesse Desktop to attempt to establish a XMPP connection with the Notification Service. This request can only go through if either no active connection currently exists or if the current connection is in the "disconnected" state. The gadget should publish the following object to the topic finesse.info.requests: { type: "ConnectionReq", data: { id: ID, password: password, xmppDomain: xmppDomain }, } The id and password parameters specify the ID and password of the XMPP user for which to establish an XMPP connection. The xmppDomain parameter specifies the domain of the XMPP server. SubscribeNodeReq Sending a "SubscribeNodeReq" request causes the managed XMPP connection to send an XEP-0060 standard subscribe request (described in About Cisco Finesse Notifications) to subscribe to the notification feed for the specified node. The response to this request is published on the response topic finesse.info.responses.{invokeID}, where the invokeID must be generated by the gadget to identify this unique request and subscription. For more details, see Finesse Responses. The Cisco gadgets use an RFC1422v4-compliant universally unique identifier (UUID) for this invokeID. To guarantee that the gadget receives the response, it must subscribe to the response topic (on the OpenAjax Hub) of its self-generated invokeID before sending the following object to the topic finesse.info.requests: { type: "SubscribeNodeReq", data: { node: "/finesse/api/Team/{id}/Users" // the node of interest }, invokeID: "xxxxxxxx-xxxx-4xxx-yxxx-xxxxxxxxxxxx" } The node parameter specifies the node to subscribe to. The invokeID parameter is self-generated and is used to track this particular subscription. This parameter is also used as part of the OpenAjax topic to which the response of the request is published. UnsubscribeNodeReq Sending an "UnsubscribeNodeReq" request causes the managed XMPP connection to send an XEP-0060 standard unsubscribe request (described in section 7.1 About Cisco Finesse Notifications) to unsubscribe from the specified node. The response of this request is published on the response topic finesse.info.responses.{invokeID}, where the invokeID must be generated by the gadget to identify this unique request. For more details, see Finesse Responses. The Cisco gadgets use an RFC1422v4-compliant UUID for this invokeID. For more details, see the Finesse SDK. To guarantee that the gadget receives the response, it must subscribe to the response topic (on the OpenAjax Hub) of its self-generated invokeID before sending the following object to the topic finesse.info.requests: { Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 399 Finesse Desktop Gadget Development ConnectionReq

type: "UnsubscribeNodeReq", data: { node: "/finesse/api/Team/{id}/Users", subid: "xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx" }, invokeID: "xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxy" } The node parameter specifies the node to subscribe to. The subid parameter specifies the subscription to remove, which is uniquely identified by the invokeID that was used in the subscribe request. The invokeID parameter is self-generated and is used as part of the OpenAjax topic to which the response of the request is published. Finesse Responses finesse.info.responses.{invokeID} Topic Name Gadgets subscribe to this topic. Topic Type Responses to requests are published to these channels. When a request is made, the gadget generates and specifies a unique invokeID as part of the request. This invokeID is used as the trailing token in the topic to which the response of the request is published. Because this topic is only used to communicate the response of a single request and never used again, be sure to unsubscribe from the topic as part of the callback handler in the subscribe request. For example: // Generate invokeID and construct request var UUID = _util.generateUUID(), data = { type: "ExampleReq", data: {}, invokeID: UUID }, // Subscribe to the response channel to ensure we don't miss the response OAAsubid = gadgets.Hub.subscribe("finesse.info.responses."+ UUID, function (topic, data) { // Unsubscribe from the response topic to prevent memory leaks // Do this before processing the response in case the processing throws an exception gadgets.Hub.unsubscribe(OAAsubid); // Process the response here }); // Publish the request after we have registered our response callback on the response topic gadgets.Hub.publish("finesse.info.requests", data); Workflow Action Event finesse.containerservices.workflowActionEvent Topic Name Gadgets subscribe to this topic. Topic Type Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 400 Finesse Desktop Gadget Development Finesse Responses

Gadgets subscribe to the finesse.containerservices.workflowActionEvent topic to receive workflow action events to run as a result of workflow evaluations. Third-party gadgets subscribing directly to the OpenAjax Hub for the Workflow Action Event topic might cause the Finesse Workflow Engine to lose its subscription and no longer be able to run workflow actions. Third party gadgets should instead implement something like the following: Note var _containerServices = finesse.containerservices.ContainerServices.init(); _containerServices.addHandler("finesse.containerservices.workflowActionEvent", function(data) { // Perform logic on "data", which is a WorkflowActionEvent object }); The published data is a JavaScript object with the following properties: { uri: string, name: string, type: string, params: [ { name: string, value: string, expandedValue: string } ], actionVariables: [ { name: string, node: string, type: string, testValue: string, actualValue: string } ] } Description Field In the uri, the id maps to the primary key of the WorkflowAction entry. uri The name of the workflow action. name The type of workflow action. Possible value is BROWSER_POP. type List of Param subobjects (see below). params List of ActionVariable subobjects (see below). There can be at most 5 Action Variable subobjects assigned to a workflow action. actionVariables The Param subobject uses the following fields: Description Field The name of the parameter. name The value of the parameter. value The value of the parameter with variables substituted with their values. expandedValue Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 401 Finesse Desktop Gadget Development Workflow Action Event

The ActionVariable subobject uses the following fields: Description Field The name of the variable. name The XPath to extract from the dialogs XML. node Indicates if this is a SYSTEM or CUSTOM variable. type The value used to test the variable. testValue The actual value of the variable in context of the events used by the workflow evaluation. actualValue Finesse Container Timer Because too many timers that run concurrently can cause issues for JavaScript, you should not use setTimeout() or setInterval() directly. The Finesse container provides a service (the TimerTickEvent) that you can leverage for your third-party gadgets. Finesse publishes the TimerTickEvent to the OpenAJAX hub every 1000 milliseconds. To use this service: • Have the gadget subscribe to the TimerTickEvent: finesse.containerservices.ContainerServices.addHandler(finesse.containerservices.ContainerServices.Topics. TIMER_TICK_EVENT, callback); • Define a callback method (see boilerplate gadget tick code - _timerTickHandler()) and, optionally, an update method (see boilerplate gadget tick code - _processTick()). Cisco provides a boilerplate gadget tick code that you can use to define the callback method. Boilerplate gadget tick code: //Gadget defined field: _lastProcessedTimerTick _lastProcessedTimerTick = null, //Gadget defined field: _maxTimerCallbackThreshold _maxTimerCallbackThreshold = 500, //Gadget defined field: _forceTickProcessingEvery (10 seconds) _forceTickProcessingEvery = 10000, /**

• Processes a timer tick - updating the UI.
• @param start is the time that the tick was received
• @returns {boolean} true / _processTick = function (start) { //Developer's add UI update logic here //... //... _lastProcessedTimerTick = start; return true; }, /*
• Timer tick callback handler. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 402 Finesse Desktop Gadget Development Finesse Container Timer

• @param data / _timerTickHandler = function (timerTickEvent) { var start, end, diff, discardThreshold, processed; start = (new Date()).getTime(); processed = false; //Prevent starvation of timer logic if (_lastProcessedTimerTick === null) { processed = _processTick(start); } else { if ((_lastProcessedTimerTick + _forceTickProcessingEvery) <= start) { //Force processing at least every _forceTickProcessingEvery milliseconds processed = _processTick(start); } end = (new Date()).getTime(); diff = end - start; if (diff > _maxTimerCallbackThreshold) { _clientLogs.log("GadgetXYZ took too long to process timer tick (_maxTimerCallbackThreshold exceeded)."); } }, If you choose not to use the boilerplate gadget tick code, you should ensure the following: • Callback calculates entry and exit time. • Callback for timer tick is quick (log when callback takes to long - only when exceeding threshold). • Callback provides discard capability (as outlined in the boilerplate gadget tick code) to prevent events from piling up. • Callback adds a _lastProcessedTimerTick and uses it to force an update to occur at regular intervals (such as every 10 seconds). The intent is to prevent starvation in a heavily-loaded system that cannot respond quickly enough, such that all events are being discarded. Because the timer callback triggers every 1 second and the JavaScript engine is single-threaded, it is important to process as quickly as possible. Using the boilerplate code makes gadget development issues more obvious and easier to debug. Note Handling Special Characters in CSS When using CSS in a gadget, the Finesse Desktop Gadget Container restricts the following special characters: @ ^ $ * :: ~ If the CSS contains any of the special characters listed above, copy the following JavaScript code into your gadget’s .js file: /
• Injects css or js files into DOM dynamically.
• This is to bypass gadget container's restriction for special chars in CSS 3 files.
• E.g. @Keyframes */ Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 403 Finesse Desktop Gadget Development Handling Special Characters in CSS

injectResource : function (url){ var node = null; // url null? do nothing if(!url) { return; } // creates script node for .js files else if(url.lastIndexOf('.js')=== url.length-3){ node = document.createElement("script"); node.async = false; node.setAttribute('src', url); } // creates link node for css files else if(url.lastIndexOf('.css')== url.length-4){ node = document.createElement("link"); node.setAttribute('href', url); node.setAttribute('rel', 'stylesheet'); } // inserts the node into dom if(node) { document.getElementsByTagName('head')[0].appendChild(node); } } In your gadget’s *.xml file, call the injectResource function that you have copied above. The parameter to the injectResource function is the path to your css file: <script type="text/javascript"> <your gadget namespace>.injectResource('<path to CSS file>/<CSS filename>.css'); </script> Subscription Management on Finesse Desktop Because the Finesse desktop provides a managed XMPP connection to the Cisco Finesse Notification Service, the ability to subscribe or unsubscribe to a particular notification feed is also provided as an interface using the SubscribeNodeReq and UnsubscribeNodeReq requests described in Finesse Requests. Gadget Height Management The height of the gadget is managed in several ways. As the gadget is essentially an iFrame HTML element, the height of the gadget refers to the height of the iFrame. This height can be set and modified by the following options. • Finesse desktop layout XML (fixed height) • Gadget API (dynamic height) Setting Gadget Height—Desktop Layout XML The gadget height is provided in pixels as a query parameter to the gadget URL in the Finesse desktop layout XML. The query parameter used in the XML is gadgetHeight. This is recommended if the height of the content inside the gadget does not change frequently. In the following example, the initial height of the gadget, when it gets rendered on the client, is set to 150 pixels. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 404 Finesse Desktop Gadget Development Subscription Management on Finesse Desktop

Example <gadget>https://my-server.com/gadgets/SampleGadget/SampleGadget.jsp?gadgetHeight=150</gadget> In the above example, the gadget content cannot define the height of the gadget. You would want the gadget to take the height of the content dynamically. But since the gadget is an iFrame, it has limited capabilities to adjust height automatically. Setting the gadget height through Finesse desktop layout XML gives you a gadget with fixed height with no resizing capabilities. Setting Gadget Height—Using Gadget API You might have a gadget whose content is dynamic, such as a grid that is being populated with data dynamically. The number of rows can increase or decrease in real-time. If you have a gadget with highly dynamic content, then fixed height may result in a lot of extra white space or there is not enough space to show the whole content inside the gadget. These issues can be resolved with the gadgets.window.adjustHeight(opt_height) API. Figure 12: Extra White Space Figure 13: Space Constraint You can set the height of the gadget dynamically from inside the gadget itself by passing the height in pixels to the gadgets.window.adjustHeight(opt_height) API. For example, consider a gadget which shows the details of a customer currently on the call. This gadget is supposed to have two views to display the information. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 405 Finesse Desktop Gadget Development Setting Gadget Height—Using Gadget API

Minimal view—Displays minimum information which is default option. This displays only 10 fields out of 50 which are the most critical information about the customer such as, customer id, first name, last name, and email address. Enlarged view—Displays maximum information which displays all the 50 fields related to the customer information. A simple button can be used to toggle these views. The minimal view takes less space. Hence a gadget with lesser height would suffice. The enlarged view takes more space to fit in the content in a user-friendly manner (no or minimal scrollbars). Example of Toggle View var view = 'minimal'; // view is minimal by default function toggleView() { if (view === 'minimal') { view = 'enlarged'; // add more fields to the DOM here and do something else which is also required. // Once you have the DOM updated with the content use the adjustHeight API to adjust the height of the iFrame in px according your need gadgets.window.adjustHeight(500); } else { // here we are going back to minimal view view = 'minimal'; // remove the extra fields from here and do something else which is also required. // Once you have the DOM updated with the content use the adjustHeight API to adjust the height of the iFrame in px according your need gadgets.window.adjustHeight(100); } } In the above example, the dynamic nature of the view is limited to two fixed sizes, one is the minimal view which can always fit in an iFrame of height 100 pixels and the other is the enlarged view with more details which can fit in an iFrame of height 500 pixels. Calling the gadgets.window.adjustHeight() without Parameter Consider a gadget with a grid which displays the real-time data of the signed-in users in a team to a Supervisor. This grid would dynamically update whenever a user of that team signs-in or signs-out. The size of the grid can vary from one row to n number of rows. To calculate the height of the gadget with respect to the changing number of rows in the grid you must call the gadgets.window.adjustHeight(opt_height) API without any parameter. Whenever gadgets.window.adjustHeight(opt_height) API is called without the height parameter, it calculates the height of the content inside the iFrame and applies that height to the iFrame. It is recommended that the gadget calls this API in the gadget code, which can manipulate the DOM to change the size of the content inside it. Example of Adjust Height without Parameter team.getUsers({ onLoad: function(users) { // load the grid first time for (user in users.getCollection()) { if (user.getState() === 'LOGGED_IN') { // render each row of logged in users } } // calling the adjustHeight API will automatically calculate the height of the content and apply it to the iFrame gadgets.window.adjustHeight(); Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 406 Finesse Desktop Gadget Development Setting Gadget Height—Using Gadget API

}, onCollectionAdd: function(user) { // add the newly added user to the grid if (user.getState() === 'LOGGED_IN') { // add this row to the grid } // adjusts the height each time a row is added, so that the content is fully visible in the iFrame gadgets.window.adjustHeight(); } }); Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 407 Finesse Desktop Gadget Development Setting Gadget Height—Using Gadget API

Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 408 Finesse Desktop Gadget Development Setting Gadget Height—Using Gadget API

C H A P T E R 9 Third-Party Gadgets Cisco Finesse provides a mechanism for you to upload third-party gadgets to the Finesse server. This mechanism allows one user in the Finesse system to upload gadgets to one directory using secure FTP (SFTP). The account used to upload gadgets is named 3rdpartygadget.The directory where third-party gadgets are deployed is: /files The 3rdpartygadget account only has permission to this directory (and any directories created under it). • Enable or Reset 3rdpartygadget Account, on page 409 • CSS Requirements, on page 410 • Upload Third-Party Gadgets, on page 410 • Permissions, on page 412 • Replication, on page 413 • Migration, on page 413 • Backup and Restore, on page 413 • Restrictions, on page 413 • CORS Support for Finesse REST APIs, on page 413 Enable or Reset 3rdpartygadget Account Use the following CLI command to enable (or reset) the password for the 3rdpartygadget account: utils reset_3rdpartygadget_password You are prompted to enter a password. After you enter a password, you are prompted to confirm the password. You must set the password before you can upload gadgets using SFTP. You must enable or reset the password for the 3rdpartygadget account on install. The password must be between 5 and 32 characters long and must not contain spaces or double quotes ("). Note Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 409

CSS Requirements By default, Finesse rewrites the linked CSS in your gadget, which in some cases is not desirable as it results in a loss of functionality if the CSS you are loading refers to other asynchronous elements. As a result, for all third-party gadgets, you can bypass the content rewriting for CSS by including the following in your gadget XML: 1. Add the optional feature "content-rewrite" to disable the CSS rewrite: <Optional feature="content-rewrite"> <Param name="expires">86400</Param> <Param name="include-url">.*</Param> <Param name="exclude-url">.css</Param> </Optional> 2. Include UserPref for "externalServerHost": <UserPref name="externalServerHost"/> 3. To reference the CSS file, perform one of the following: • If the gadget is hosted on the Finesse server, reference the CSS file using externalServerHost: <link rel="stylesheet" href="UP_externalServerHost/3rdpartygadget/files/<yourgadgetname>/<path to CSS file>/<CSS filename>.css" type="text/css"/> where you must update <yourgadgetname> to the filename of your gadget under the 3rdpartygadget /files folder and update the remaining path variables to the location of the CSS file for your gadget. • If the gadget is hosted on a server external to Finesse, reference the CSS file using the URL: <link rel="stylesheet" href="[https:]//<hostname>/<path to CSS file>/<CSS filename>.css" type="text/css"/> where you must update the URL variables to the location of the CSS file on your external server, and where specifying the protocol (https ) is optional. (If you omit the protocol, Finesse uses the default protocol of the page.) Finesse Desktop Gadget Container restrains special characters while loading a CSS3 file. See Handling Special Characters in CSS, on page 403 Note Upload Third-Party Gadgets After you set the password for the 3rdpartygadget account, you can use SFTP to upload third-party gadgets to the Finesse server, as illustrated in the following example. Note that third-party gadget files must be .xml files. It does not support .jsp files. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 410 Third-Party Gadgets CSS Requirements

Finesse allows you to upload third-party gadgets to your own web server, however, you must ensure that the Finesse server has access to your web server. Note my_workstation:gadgets user$ sftp 3rdpartygadget@<finesse> 3rdpartygadget@<finesse>'s password: Connected to <finesse>. sftp> cd /files sftp> put HelloWorld.xml Uploading HelloWorld.xml to /files/HelloWorld.xml HelloWorld.xml sftp> exit After you upload a gadget, it is available under the following URL: https://<finesse>/3rdpartygadget/files/ To access the gadget uploaded in the previous example, use the following URL: https://<finesse>/3rdpartygadget/files/HelloWorld.xml When you add a gadget to the desktop layout, that gadget can be referenced using a relative path. For more information on adding third party gadgets to the Finesse desktop layout, see the section Manage Desktop Layout in the Cisco Finesse Administration Guide. To include the gadget that was uploaded in the previous example in the desktop layout, add the following XML (highlighted) to the layout: <finesseLayout xmlns="http://www.cisco.com/vtg/finesse"> <layout> <role>Agent</role> <page> <gadget>/desktop/gadgets/CallControl.jsp</gadget> <gadget>/3rdpartygadget/files/HelloWorld.xml</gadget> </page> ... </layout> <layout> <role>Supervisor</role> <page> <gadget>/desktop/gadgets/CallControl.jsp</gadget> <gadget>/3rdpartygadget/files/HelloWorld.xml</gadget> </page> ... </layout> </finesseLayout> You cannot delete, rename or change permissions of a folder while using SFTP in 3rd party gadget accounts for Unified CCX deployments. To perform these actions, SELinux has to be in permissive mode. This can be accomplished by running the following CLI command: utils os secure permissive Note Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 411 Third-Party Gadgets Upload Third-Party Gadgets

Because of browser caching and caching in the Finesse web server, you may need to clear the browser cache or restart the Cisco Finesse Tomcat service before gadget changes take effect. If you make a change to a gadget and the change is not reflected on the Finesse desktop, clear your browser cache. If you do not see the changes after you clear the browser cache, use the following CLI command to restart the Cisco Finesse Tomcat service: admin:utils service restart Cisco Finesse Tomcat Note Automatic Compression of Third-party Gadget Resources To optimize the browser resource fetching and reduce network bandwidth, the Finesse server automatically compresses the third-party gadget resources into gz format. A watcher service running in the Finesse server monitors the third-party gadgets folder for any updates. It compresses the resource files such as image files and css accordingly, to generate the compressed gz file. The request originating from the browser, Finesse desktop adds HTTP request header Accept-Encoding:gzip and the response from the Finesse server includes Content-Encoding:gzip HTTP header to achieve the same. Third-party Gadget Limitations Third-party gadgets must be .xml files. You cannot use .jsp files. Permissions If a newly uploaded third-party gadget does not render via the desktop layout or when you launch it directly in a browser, the gadget files may not have the correct permissions. If gadget files do not have read permissions for everyone else (for example, the file permission is 770), Cisco Finesse Tomcat cannot read them. The minimum file permission should be 644. If a gadget file does not have the correct permissions, when you launch it directly in the browser, you receive a 404 “Resource not available” error. When you try to launch the gadget via the desktop layout, you receive an error message that states the requested resource is not available. To change file permissions on the Finesse server, use SFTP (CLI or client program) as shown in the following example: $ sftp 3rdpartygadget@172.27.184.59 3rdpartygadget@172.27.184.59's password: Connected to 172.27.184.59. sftp> cd files sftp> ls -l ---------- 1 751 751 0 Dec 6 19:40 MyGadget.xml sftp> chmod 644 MyGadget.xml Changing mode on /files/MyGadget.xml sftp> ls -l -rw-r--r-- 1 751 751 0 Dec 6 19:40 MyGadget.xml sftp> Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 412 Third-Party Gadgets Permissions

Replication You must set the password for the 3rdpartygadget account on both the primary and secondary Finesse servers. Gadgets must be manually uploaded to both the primary and secondary Finesse servers. Migration Gadgets are not migrated when you perform an upgrade. You must manually upload the gadgets to the primary and secondary Finesse servers each time you update the system. The 3rdpartygadget account password is not migrated across upgrades. After an upgrade, you must reset the password for the 3rdpartygadget account before you can make changes to third-party gadgets. You must reset the password on both the primary and secondary Finesse servers. Backup and Restore Third-party gadgets are preserved when you perform a DRS backup and restore. Restrictions Any attempt to GET JavaServer Pages (jsp) using the URL https://<finesse>/3rdpartygadget/files is blocked. You will receive a 403 (Access Denied) error code when attempting to retrieve a jsp. CORS Support for Finesse REST APIs Cross-Origin Resource Sharing (CORS) is a verification mechanism that uses additional HTTP headers to let a user gain permission to access selected resources from a server on a different origin (domain) than the site currently in use. By default, CORS support is disabled for Cisco Finesse and Cisco Finesse Notification Service. The CORS support can be enabled by the Administrator for specific origins listed in the allowed origin list using CLIs. For more information see, Cisco Finesse Admin guide 12.0(1) located at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html. CORS requests that are originating from the allowed origin list will be honored as per CORS RFC. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 413 Third-Party Gadgets Replication

Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 414 Third-Party Gadgets CORS Support for Finesse REST APIs

C H A P T E R 10 Cisco Finesse JavaScript APIs • Client Services, on page 415 • Container Services, on page 417 • ClientLogger, on page 437 • Digital Channel, on page 438 • Gadget Configuration, on page 446 • Interfaces, on page 447 • REST Services, on page 448 • ShortcutKey Service, on page 519 • Utilities, on page 524 • JSON Schema, on page 540 Client Services Class finesse.clientservices.ClientServices Allows clients to make the Cisco Finesse API requests and use Cisco Finesse events by using the JavaScript functions that are provided by this module. This service layer establishes a notification connection that is shared between all the gadgets and the desktop for its eventing needs. It uses events for client subscriptions and constructs API requests. Methods getNotificationConnectionState() Retrieves the current state of the BOSH/WebSocket connection. Example finesse.clientservices.ClientServices.getNotificationConnectionState(); Returns {String} The current state of the BOSH/WebSocket connection from the following options:. • Connected—When the connection is established between client and openfire. • Recovered —When the connection is re-established after a failure. • Failing —When the notification service or the Cisco Finesse server is down. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 415

getRestHost() Retrieves the destination host where the REST requests are proxied through Shindig. This method can be used before making REST requests to retrieve the hostname. Example finesse.clientservices.ClientServices.getRestHost(); Returns {String} The hostname of Cisco Finesse. init(config) Initiates the ClientServices module with the specified configuration parameters. For more information, see Gadget Configuration, on page 446. Example finesse.clientservices.ClientServices.init(finesse.gadget.Config) Throws {Error} If the valid parameter is missing during initialization. registerOnConnectHandler(handler) Adds a handler to be invoked when the following conditions are met: • Cisco Finesse goes IN_SERVICE wherein all the operations of Cisco Finesse is performed or accepted. • BOSH/WebSocket connection is established and the client application communicates with the Cisco Finesse Notification Service through BOSH/WebSocket to receive notifications. The loss of this connection means that the server is UNAVAILABLE or that the client cannot reach the server. • Cisco Finesse user presence becomes available. The presence indicates whether Finesse has an active connection to the Cisco Finesse Notification Service (Unified CCE) or the Cisco Unified CCX Notification Service (Unified CCX). An UNAVAILABLE presence for the Cisco Finesse XMPP user means that the connection is lost. For more information. If these conditions are met when this function is called, the handler is invoked immediately. Example _cs = finesse.clientservices.ClientServices; _cs.registerOnConnectHandler(_connectionConnectHandler); _connectionConnectHandler = function () { // Perform the logic } Parameters Required Description Type Name Yes The function that is invoked when the conditions are met. Registers only one handler at a time. Handlers registered earlier are overwritten. Function handler Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 416 Cisco Finesse JavaScript APIs Client Services

registerOnDisconnectHandler(handler) Adds a handler or callback to be invoked when any of the following occurs: • Cisco Finesse is no longer IN_SERVICE • BOSH/WebSocket connection is lost • Cisco Finesse user presence becomes UNAVAILABLE If any of these conditions are met at the time this function is called, the callback is invoked immediately. Example _cs = finesse.clientservices.ClientServices; _cs.registerOnDisconnectHandler(_connectionDisconnectHandler); _connectionDisconnectHandler = function () { // Perform the logic } Parameters Required Description Type Name Yes The function that is invoked when the conditions are met. Registers only one handler at a time. Handlers registered earlier are overwritten. Function handler Container Services Class finesse.containerservices.ContainerServices Provides container level services for gadget developers. Gadgets can utilize the container dialogs and event handling to add or remove a service. Example var containerServices = finesse.containerservices.ContainerServices.init(); containerServices.addHandler( finesse.containerservices.ContainerServices.Topics.ACTIVE_TAB, function() { clientLogs.log("Gadget is now visible"); // log to Finesse logger // automatically adjust the height of the gadget to show the html gadgets.window.adjustHeight(); } ); containerServices.makeActiveTabReq(); Methods activateMyTab() Activates the tab in the container in which the gadget is present. Example finesse.containerservices.ContainerServices.activateMyTab(); Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 417 Cisco Finesse JavaScript APIs Container Services

activateTab(tabId) Activates a particular tab in the container. Example finesse.containerservices.ContainerServices.activateTab(tabId); Parameters Required Description Type Name Yes The Id (not the label text) of the tab is activated. If the Id is invalid, no action occurs. String tabId addHandler(topic, callback) Adds a handler for the specific Container Services topic. For more information on topics, see Container Services Topics, on page 423. Example finesse.containerservices.ContainerServices.addHandler(finesse.containerservices.ContainerServices.Topics. TIMER_TICK_EVENT,callback); Parameters Required Description Type Name Yes Hub topic that the gadget wants to listen to. For more information on topics, see Container Services Topics, on page 423. String topic Yes An asynchronous callback function that is invoked when the hub topic is notified. Function callback collapseMyGadget() Collapses the gadget by hiding its contents for gadgets that are collapsible. In the collapsed state, only the gadget header is displayed. Example finesse.containerservices.ContainerServices.collapseMyGadget(); To make the gadget collapsible, add <Optional feature="collapsible" /> in to the ModulePrefs inside the gadget XML. Example: Enable Collapse Feature <ModulePrefs title="Sample Gadget" description="Sample Gadget"> <Optional feature="collapsible" /> </ModulePrefs> Ensure that the gadget height is set using gadgets.window.adjustHeight before making a call to finesse.containerservices.ContainerServices.collapseMyGadget. Note Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 418 Cisco Finesse JavaScript APIs Container Services

expandMyGadget() Expands the gadget which is collapsed to display its contents. Example finesse.containerservices.ContainerServices.expandMyGadget(); Ensure that the gadget height is set using gadgets.window.adjustHeight before making a call to finesse.containerservices.ContainerServices.expandMyGadget. Note getMyGadgetId() Retrieves the Id of the gadget. Example finesse.containerservices.ContainerServices.getMyGadgetId(); Returns {Number} Id of the gadget getMyGadgetView() Returns the current view details of the gadget. To identify if the gadget is in canvas (maximized) or default (restored) state, you must use this at the gadget inital load time. In all the other scenarios, gadget can use finesse.containerservices.ContainerServices.Topics.GADGET_VIEW_CHANGED_EVENT to get to the gadget view change events. Example containerServices = finesse.containerservices.ContainerServices.init(); var viewConfig = containerServices.getMyGadgetView(); var newgadgetHeight = viewConfig.maxAvailableHeight; Returns {Object} The gadget details that include the following: • gadgetId—The Finesse gadget ID • tabId—The tab ID of the container or the gadget • maxAvailableHeight—Maximum available height that can be used by the gadget iframe • view—'canvas' or 'default', where canvas is maximized and default is restored state of a gadget getMyTabId() Retrieves the tabId of the container or gadget. Example finesse.containerservices.ContainerServices.getMyTabId(); Returns {String} The tabId of the container or gadget. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 419 Cisco Finesse JavaScript APIs Container Services

hideDialog() Hides the user interface modal dialog. Example var containerServices = finesse.containerservices.ContainerServices.init(); containerServices.hideDialog(); init() Initiates the ContainerServices module. The init method must be called before using the ContainerServices object for invoking any other functionality. Note Example finessse.containerServices.ContainerServices.init(); Returns {finesse.containerServices.ContainerServices} The initiated finesse.containerServices.ContainerServices reference. makeActiveTabReq() Requests to activate the tab in which the gadget is present. Example finesse.containerservices.ContainerServices.makeActiveTabReq(); publish(topic, data) Publishes data to the specified topic on the OpenAjax hub. Since gadgets reside in different iFrames, message publication is the only way to communicate with each other. This method gives a mechanism for the gadgets to have their data published through custom topics, which in turn can be used by other gadgets by subscribing to the same topic. For example, OnClick is an element in one gadget which triggers an action in another gadget that is achieved by using this method. Example finesse.containerservices.ContainerServices.publish('CUSTOMTOPIC', data); finesse.containerservices.ContainerServices.addHandler("CUSTOMTOPIC", function(data) { // Perform the logic }); Parameters Required Description Type Name Yes Hub topic that the gadget wants to listen to. For more information on topics, see Container Services Topics, on page 423. String topic Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 420 Cisco Finesse JavaScript APIs Container Services

Required Description Type Name Yes The data to be published for the specified topic on the OpenAjax hub. Object data reloadMyGadget() Reloads the current gadget. This method is useful when the gadget encounters an error. Example var containerServices = finesse.containerservices.ContainerServices.init(); containerServices.reloadMyGadget(); reloadMyGadgetFromUrl(url) Updates the URL for this gadget and reloads the gadget. This method allows the gadget to be reloaded from a different URL which can be useful for third-party gadgets implementing a failover mechanism. Example var containerServices = finesse.containerservices.ContainerServices.init(); containerServices.reloadMyGadgetFromUrl(url); Parameters Required Description Type Name Yes The URL that the gadget should reload from. String url removeHandler(topic, callback) Removes previously added handler for the specified Container Services topic. Example finesse.containerservices.ContainerServices.removeHandler(finesse.containerservices.ContainerServices.Topics. TIMER_TICK_EVENT,callback); Parameters Required Description Type Name Yes Hub topic that the gadget wants to listen to. For more information on topics, see Container Services Topics, on page 423. String topic No An asynchronous callback function to be removed for the specified Container Services topic. Function callback showDialog(options) Shows the user interface modal dialog with the specified parameters. The parameters are: • Title of the modal dialog • Message inside the modal dialog Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 421 Cisco Finesse JavaScript APIs Container Services

• Label for the button to close the modal dialog • If the modal dialog should block other dialogs • If the modal dialog is draggable • If the modal dialog is fixed-size Figure 14: Sample UI Modal Dialog Custom JavaScript-based modal dialogs and alerts negatively affects the functionality of the Finesse desktop and is not recommended to be used. Note Example var containerServices = finesse.containerservices.ContainerServices.init(); containerServices.showDialog({ title: 'Error Occurred', message: 'Something went wrong', close: function() { } }); Parameters Required Description Type Name Yes Title of the modal dialog. String title Yes Options for the modal dialog. • close—Callback function that gets invoked when the close button of the modal dialog is clicked. • message—Message to be displayed in the modal dialog. • isBlocking—Indicates whether the modal dialog blocks other dialogs from being shown. Object options Returns {Object} The modal dialog object of the modal dialog DOM (Document Object Model) element. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 422 Cisco Finesse JavaScript APIs Container Services

tabVisible() Retrieves the visibility of the current gadget only after the initialization of the gadget. Example finesse.containerservices.ContainerServices.tabVisible(); Returns {Boolean} The visibility of the gadget. Container Services Topics Class finesse.containerservices.ContainerServices.Topics Set of topics used for subscribing events from ContainerServices. The method to subscribe to topics is finesse.containerservices.ContainerServices.containerServices.addHandler();. For more information, see addHandler(topic, callback), on page 418. Table 8: Field Details Description Topic Name Listens to an active call event. Callback is invoked when an agent voice state changes from Ready or Not Ready to any other non-callable state or vice versa. There are two types of responses: • Active call—ActiveCallStatusEvent {status: true, type: "info"} • End or inactive call—ActiveCallStatusEvent {status: false, type: "info"} ACTIVE_CALL_STATUS_EVENT Listens to changes to the active tab. Callback is invoked when the tab containing the gadget becomes active. The method to use when the gadget is in the active tab finesse.containerservices.ContainerServices.makeActiveTabReq() ACTIVE_TAB Listens to changed events of the gadget view. Callback is invoked when a gadget view changes. There are two types of views: • Default (set by the developer) • Canvas (full-screen view) The callback passes finesse.containerservices.GadgetViewChangedEvent. For more information, see Finesse Desktop Gadget Development section in Cisco Finesse Web Services Developer Guide at https://developer.cisco.com/docs/ finesse/#!rest-api-dev-guide. GADGET_VIEW_CHANGED_EVENT Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 423 Cisco Finesse JavaScript APIs Container Services Topics

Description Topic Name Listens to the TimerTick event. Callback is invoked when this event is run. Cisco Finesse publishes TimerTickEvent to OpenAjax hub every 1000 milliseconds. The callback passes finesse.containerservices.TimerTickEvent. For more information, see Finesse Container Timer section in Cisco Finesse Web Services Developer Guide at https://developer.cisco.com/docs/finesse/ #!rest-api-dev-guide. TIMER_TICK_EVENT Listens to workflow action traffic events. When the trigger and the conditions defined for a workflow are completed, then a workflow action event is published, which is used to run the workflow action. The callback passes finesse.containerservices.WorkflowActionEvent. For more information, see Workflow Action Event section in Cisco Finesse Web Services Developer Guide at https://developer.cisco.com/docs/finesse/ #!rest-api-dev-guide. WORKFLOW_ACTION_EVENT Finesse Toaster Class finesse.containerservices.FinesseToaster FinesseToaster is a utility class that displays Cisco FinesseToaster notifications. FinesseToaster is a built-in browser notification that appears at the bottom of the screen, and is typically used to notify the user of important events when the agent desktop browser tab is not active. FinesseToaster uses the HTML5 Notification API to display the notification. For more details on HTML5 Notification API and browser compatibility, see https://developer.mozilla.org/en-US/docs/Web/API/notification#Browser_compatibility. Internet Explorer does not support the toaster functionality. Note Figure 15: Sample Finesse Toaster Notification Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 424 Cisco Finesse JavaScript APIs Finesse Toaster

Methods init(config, logger) Initiates the Cisco Finesse Toaster module for the gadget to be able to display notifications. Example finesse.containerservices.FinesseToaster.init("config,logger"); Parameters Required Description Type Name Yes The configuration data which is either the finesse.container.Config or finesse.gadget.Config. Object config No The finesse.cslogger.ClientLogger object for the client logging messages. For example, you can use finesse.cslogger.ClientLogger as a parameter. Object logger Returns {finesse.containerservices.FinesseToaster} The initiated finesse.containerServices.FinesseToaster reference. showToaster(title, options) Displays Cisco FinesseToaster notification to the user. Example finesse.containerservices.FinesseToaster.showToaster( 'Incoming Alert', { body: 'There is new message' } ); Parameters Required Description Type Name Yes The title of the Cisco FinesseToaster notification. String title Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 425 Cisco Finesse JavaScript APIs Finesse Toaster

Required Description Type Name Yes Options for the Cisco FinesseToaster notification. • body—The text in the Cisco FinesseToaster notification • icon—The URL of the image for the icon in the Cisco FinesseToaster notification Cisco FinesseToaster notification default icons. The constant lists are: • TOASTER_DEFAULT_ICONS.INCOMING_CALL_ICON • TOASTER_DEFAULT_ICONS.INCOMING_CHAT_ICON • TOASTER_DEFAULT_ICONS.INCOMING_TEAM_MESSAGE • autoClose—Duration in milliseconds, the Cisco FinesseToaster notification remains opened. The default value is 8000 milliseconds. The autoClose parameter is applicable only for Chrome and Firefox browsers in Windows OS. In macOS, Chrome and Firefox browsers automatically close the toaster notification. In macOS, the autoClose value is ignored and the browser automatically closes the toaster notification. Note • showWhenVisible—Determines how the Cisco Finesse Toaster notification is displayed based on the visibility of the Cisco Finesse desktop. • true—Shows the Cisco Finesse Toaster notification irrespective of whether the Cisco Finesse desktop is active or not. • false (default)—Shows the Cisco Finesse Toaster notification only when the Cisco Finesse desktop is inactive. Object options Popover Service Class finesse.containerservices.PopoverService Cisco Finesse voice component and gadgets hosting digital services uses the finesse.containerservices.PopoverService to display a popover for incoming calls and chat events. The popover is different from Cisco Finesse toaster notification. Toaster is a built-in browser notification, and it appears only if the agent desktop's browser tab is in the background. Note Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 426 Cisco Finesse JavaScript APIs Popover Service

Figure 16: Sample Popover to Answer a Call Object Definitions The finesse.containerservices.PopoverService class uses specific data objects as inputs. The properties and their values of the object are JSON Schema compliant. The format is defined below. actionData The actionData object defines the set of actions that can be taken and the buttons to be displayed popover. finesse.containerservices.PopoverSchema.getActionDataSchema() Sample actionData Object actionData = { "dismissible": false, "keepMaximised": false, "clientIdentifier": 'popup1', // A string to uniquely identify a specific popover "requiredActionText": "Please answer the call from your phone", "buttons": // Optional. Max 2 [{ "id": "No", "label": "Decline", "type": "Affirm", "hoverText": "NOOO", "confirmButtons": [ // confirmButtons is an optional property in actionData { "id": "Yes", "label": "Reject - Return to campaign", "hoverText": "YESSSS" }, { "id": "No", "label": "Close - Remove from campaign", "hoverText": "" } ] }] }; The payload details are explained in the table below. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 427 Cisco Finesse JavaScript APIs Popover Service

Description Type Key Determines whether the popover must be manually dismissed. • True—Popover to be dismissed automatically after the specified time is lapsed. • False—User to take action on the displayed popover based the buttons defined. For example, Answer or Decline. Boolean dismissible Determines whether the popover must be maximized or minimized. • True—Shows the popover minimized when there is more than one popover. • False—Shows the popover maximized when there is more than one popover. Boolean keepMaximised Unique identifier across all popovers. Used in the callback for popover events. String clientIdentifier The text in the popover that describes the user action. String requiredActionText (optional) Options for the action buttons (maximum two) in the popover. Array buttons (optional) Unique identifier across all popovers. Used in the callback for popover events. String -->id The text of the action button. String -->label The color of the button. • Affirm—Green button refers to affirm • Decline—Light gray button refers to decline. Enum -->type The tooltip when you hover the mouse pointer over the 'requiredActionText' (popover) when the text is truncated. String -->hoverText (optional) The confirmation message with the buttons in response to the user action. Object -->confirmButtons (optional) Unique identifier of the confirmation button. String –-->id The label on the button. String –-->label The tooltip message on the confirmation button. String –-->hoverText The following method can be used to get the schema for the actionData object. finesse.containerservices.PopoverSchema.getActionDataSchema(). Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 428 Cisco Finesse JavaScript APIs Popover Service

bannerData The bannerData object helps to configure the data displayed on the popover. finesse.containerservices.PopoverSchema.getBannerDataSchema() Sample bannerData Object bannerData = { "icon": { // Mandatory "type": "collab-icon", "value": "chat" }, "content": [ // Optional. first 6 name/value pairs is shown in popover { "name": "Customer Name", "value": "Michael Littlefoot" }, { "name": "Phone Number", "value": "+1-408-567-789" }, { "name": "Account Number", "value": "23874567923" }, { "name": "Issue", // For the below one, tool tip is displayed "value": "a very long text." } ], "headerContent": { "maxHeaderTitle": "Popover maximised title", "minHeaderTitle": "Popover minimized title" } }; The payload details are explained in the table below. Description Type Key The icon displayed in the popover. Object icon The type of icon in the popover. For more information, see Cisco Common Desktop Stock Icon Names with Image, on page 441. Enum -->type The display name of the icon. String –>value The list of six names or value pairs to be displayed in the popover. Array content (optional) The display name of an individual name or value pair to be displayed on the popover. String -->name The corresponding value of the name for the individual name or value pair to be displayed on the popover. String -->value The title of the popover when it is maximized or minimized. Object headerContent The title of the popover when it is maximized. String -->maxHeaderTitle The title of the popover when it is minimized. String -->minHeaderTitle Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 429 Cisco Finesse JavaScript APIs Popover Service

The following method can be used to get the schema for the bannerData object. finesse.containerservices.PopoverSchema.getBannerDataSchema() timerData The timerData object helps configure the timer that displayed on the popover, which indicates the time left for the popover to be dismissed. finesse.containerservices.PopoverSchema.getTimerDataSchema() Sample timerData Object timerData = { "displayTimeoutInSecs": 60, "display": true, // false means no displayable UI for timer "counterType": 'COUNT_UP' } The payload details are explained in the table below. Description Type Key The popover timeout in seconds. The minimum is 3 seconds and the maximum is 3600 seconds. –1 refers to no upper limit. Integer displayTimeoutInSecs (mandatory) Determines whether the timer must be displayed on the popover. • True—Shows the time left for the popover to be dismissed. • False—Shows the popover without the time left for dismissal. Boolean display Determines the direction in which time in the popover should be updated. • COUNT_UP—Shows the time elapsed for taking action on the popover, and the timer begins counting up. • COUNT_DOWN— Shows the time left for taking action on the popover, and the timer begins counting down. Enum counterType The following method can be used to get the schema for the timerData object. finesse.containerservices.PopoverSchema.getTimerDataSchema() Methods dismissPopover(popoverId) Dismisses the popover with the given popover Id. Parameters Required Description Type Name Yes Unique identifier of the popover to be dismissed. This Id is returned from the showPopover call. String popoverId Throws Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 430 Cisco Finesse JavaScript APIs Popover Service

{Error} If the service is not initialized. generatePayload(isExistingPopover, popoverId, bannerData, timerData, actionData) Generates a single payload for use by the popover service. Parameters Required Description Type Name Yes Determines whether the popover is shown in the Finesse desktop. • True—Shows the popover in the Finesse desktop. • False—Does not show the popover in the Finesse desktop. Boolean isExistingPopover Yes Unique identifier of the popover to be generated. This Id is returned from the showPopover call. String popoverId Yes The data displayed on the popover. For example, Customer Information such as name and phone number. For more information on the payload and description, see bannerData, on page 429. Object bannerData Yes The time left for the popover to be dismissed. The duration is displayed in seconds. For example, 00:38. For more information on the payload and description, see timerData, on page 430. Object timerData Yes Describes the set of actions to be taken on the displayed popover. For example, Answer and Decline. For more information on the payload and description, see actionData, on page 427. Object actionData Throws {Error} If the popoverData is not as per defined format. init(ContainerService) Initiates the PopoverService which is used by gadgets. Parameters Required Description Type Name Yes Provides container level services for gadget developers. Gadgets can utilize the container dialogs and event handling to add or remove a service. Function ContainerService Returns {finesse.containerservices.PopoverService} The initiated finesse.containerServices.PopoverService reference. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 431 Cisco Finesse JavaScript APIs Popover Service

showPopover(bannerData, timerData, actionData, actionHandler) Shows a popover with the specified data. The user interaction or timeout of the popover is notified to the gadget through the registered actionHandler. When there is a new popover, the older popover is minimized except the popover related to voice calls. Note Parameters Required Description Type Name Yes The data displayed on the popover. For example, Customer Information such as name and phone number. For more information on the payload and description, see bannerData, on page 429. Object bannerData Yes The time left for the popover to be dismissed. The duration is displayed in seconds. For example, 00:38. For more information on the payload and description, see timerData, on page 430. Object timerData Yes Describes the set of actions to be taken on the displayed popover. For example, Answer and Decline. For more information on the payload and description, see actionData, on page 427. Object actionData Yes Handler function that gets invoked for the events that are associated with the user interactions. Function actionHandler Yes Unique identifier of the popover to be generated. This Id is returned from the showPopover call. String -->popoverId Yes Unique identifier of the source which generates the event. For example, 'btn_[id]_click', 'dismissed', or 'timeout'. String -->source Throws {Error} If the popoverData is not as per defined format. Returns {String} The popover Id and can be used for subsequent interaction with the service. updatePopover(popoverId, bannerData, timerData, actionData, actionHandler) Updates an active popover's displayed content. Parameters Required Description Type Name Yes Unique identifier of the popover to be generated. This Id is returned from the showPopover call. String popoverId Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 432 Cisco Finesse JavaScript APIs Popover Service

Required Description Type Name Yes The data displayed on the popover. For example, Customer Information such as name and phone number. For more information on the payload and description, see bannerData, on page 429. Object bannerData Yes The time left for the popover to be dismissed. The duration is displayed in seconds. For example, 00:38. For more information on the payload and description, see timerData, on page 430. Object timerData Yes Describes the set of actions to be taken on the displayed popover. For example, Answer and Decline. For more information on the payload and description, see actionData, on page 427. Object actionData Yes Handler function that gets invoked for the events that are associated with the user interactions. Function actionHandler Throws {Error} If the popoverData is not as per defined format. Events Gadget View Changed Event Class finesse.containerservices.GadgetViewChangedEvent Contains information about the changed events of the gadget view. There are two types of views supported for a gadget, that is default and canvas. The default view is the default size of the gadget. Canvas view is a maximized view of the gadget. You can set a button to toggle between default view and canvas view. Add <Content type="html" view="default,canvas"> in the gadget XML. This adds the toggle button in the top right corner of the gadget. For more information, see Gadget Height Management, on page 404. The method to subscribe to the changed gadget event is finesse.containerservices.ContainerServices.containerServices.addHandler() with a topic of finesse.containerservices.ContainerServices.Topics.GADGET_VIEW_CHANGED_EVENT. Example var containerServices = finesse.containerservices.ContainerServices.init(); finesse.containerservices.ContainerServices.addHandler(finesse.containerservices. ContainerServices.Topics.GADGET_VIEW_CHANGED_EVENT, function(gadgetViewChangedEvent) { var gadgetId = finesse.containerservices.ContainerServices.getMyGadgetId(), tabId = finesse.containerservices.ContainerServices.getMyTabId(); if (gadgetViewChangedEvent.getGadgetId() === gadgetId && gadgetViewChangedEvent.getTabId() === tabId) { if (gadgetViewChangedEvent.getView() === 'default') { gadgets.window.adjustHeight(defaultHeight); $('#content').html('DEFAULT VIEW'); view = 'default'; Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 433 Cisco Finesse JavaScript APIs Events

} else if (gadgetViewChangedEvent.getView() === 'canvas') { gadgets.window.adjustHeight(gadgetViewChangedEvent.getMaxAvailableHeight()); $('#content').html('CANVAS VIEW'); view = 'canvas'; } } Methods getGadgetId() Retrieves the gadget Id. Returns {String} Unique Identifier for the gadget changing view. getMaxAvailableHeight() Retrieves the maximum available height of the gadget. Returns {String} The maximum available height for the gadget's view. getTabId() Retrieves the tab Id. Returns {String} Unique Identifier for the tab where the gadget changing view resides. getView() Retrieves the gadget view. Returns {String} The view type of the gadget. Timer Tick Event Class finesse.containerservices.TimerTickEvent Contains information about the events of the timer-tick. The method to subscribe to the changed gadget event is finesse.containerservices.ContainerServices.addHandler() with a topic of finesse.containerservices.ContainerServices.Topics.TIMER_TICK_EVENT(). When the gadget is attaching a handler for the time ticker topic, it is called periodically with tick frequency mentioned. By default, the value is one second. For more information, see Finesse Container Timer, on page 402. Example finesse.containerservices.ContainerServices.addHandler(finesse.containerservices. ContainerServices.Topics.TIMER_TICK_EVENT,updateTimer); Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 434 Cisco Finesse JavaScript APIs Timer Tick Event

Method getDateQueued() Retrieves the TimerTickEvent dateQueued field. Returns {Date} The date object when the TimerTickEvent is queued. Workflow Action Event Class finesse.containerservices.WorkflowActionEvent Contains information about the events of the workflow action. Gadgets subscribe to the finesse.containerservices.workflowActionEvent to receive workflow action events to run as a result of workflow evaluations. For more information, see Workflow Action Event, on page 400. The method to subscribe to the workflow event is finesse.containerservices.ContainerServices.containerServices.addHandler() with a topic of finesse.containerservices.ContainerServices.Topics.WORKFLOW_ACTION_EVENT. Gadgets must listen to events with the handleBy value of “OTHER”, which is configured through cfadmin. Selecting “OTHER” in cfadmin that implies the action is run by other third-party gadgets and not Finesse desktop. The handleBy value is fetched by using the function getHandledBy(). For more information, see the Manage Workflows chapter in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html. Example var containerServices = finesse.containerservices.ContainerServices.init(); containerServices.addHandler("finesse.containerservices.workflowActionEvent", function(workflowActionEvent) { var type, handledby params = workflowActionEvent.getParams(); actionVariabless = workflowActionEvent.getActionVariables(); handledby = workflowActionEvent.getHandledBy(); type = workflowActionEvent.getType(); // if (handledby === "OTHER" && type === "BROWSER_POP") { // Have the logic } }); Methods getActionVariables() Retrieves the WorkflowActionEvent action variables map. Returns {Object} The object for the action variables map, where key is the action variable name, and value is the Object such as name, type, node, testValue, and actualValue. getHandledBy() Retrieves the WorkflowActionEvent handledBy value. Gadgets search for events with a handleBy value of OTHER. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 435 Cisco Finesse JavaScript APIs Workflow Action Event

Returns {String} The handledBy value of the WorkflowAction which is finesse.containerservices.WorkflowActionEvent.HandledBy. getName() Retrieves the WorkflowActionEvent name. Returns {String} The name of the WorkflowAction. getParams() Retrieves the WorkflowActionEvent parameters map. Returns {Object} The object for the parameters map, where key is the param name, and value is the Object such as name, value, and expandedValue (). The type of the WorkflowAction are BROWSER_POP and HTTP_REQUEST. BROWSER_POP • windowName—Name of the window as seen on the browser tab header. • path—URL to open. HTTP_REQUEST • method—PUT or POST. • location—FINESSE or OTHER. • contentType—If applicable, then MIME type of request body. For example, text or plain. • path—Request URL. • body—Request content for POST requests. getType() Retrieves the WorkflowActionEvent type. Returns {String} The type of the WorkflowAction (BROWSER_POP or HTTP_REQUEST). Workflow Action Event.HandledBy Class finesse.containerservices.WorkflowActionEvent.HandledBy Contains information about the set of possible HandledBy values used for WorkflowActionEvent from ContainerServices. This is provided from the finesse.containerservices.WorkflowActionEvent.getHandledBy method. Field Details Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 436 Cisco Finesse JavaScript APIs Workflow Action Event.HandledBy

Description Name The Cisco Finesse handles the WorkflowActionEvent. The third-party does the additional processing with the action. Cisco Finesse handles this WorkflowAction. FINESSE The third-party handles the WorkflowActionEvent. Cisco Finesse's Workflow Engine program ignores the action and expects the Gadget Developers to take action. OTHER ClientLogger Class finesse.cslogger.ClientLogger Allows gadgets to send the client log messages over the hub by calling the log method of the clientLogger. This enables the container to collect the logs of the third-party gadget and make it available on the server. Methods init(hub, gadgetId, config) Initiates the client logger object for the client logging messages. Example var _clientLogger = finesse.cslogger.ClientLogger; _clientLogger.init(gadgets.Hub, "MyGadgetId", config); Parameters Required Description Type Name Yes The Shindig hub topic that the gadgets wants to listen to. Object hub Yes Unique identifier of the gadget. String gadgetId Yes The configuration data which is used to get the hostname for the third-party gadget. Object config log(message, error) Publishes a log message over the hub. Example _clientLogger.log("This is a important message for MyGadget"); Parameters Required Description Type Name Yes The log message displayed in the hub. String message Optional The message that is associated with the error. Object error Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 437 Cisco Finesse JavaScript APIs ClientLogger

Digital Channel Digital channels are distinct and separate from the voice state control of Cisco Finesse. For example, Email and Chat. Digital channels are intended for gadgets to represent their custom channels and can be programmatically used to control the digital channel state. The Finesse Digital Channel State Control (FNC), a programmable desktop component, is available from Cisco Finesse Release 12.0(1) onwards. This API provides the schema that is used in finesse.digital.ChannelService for various digital channel operations. Figure 17: Component Interaction Figure 18: Digital Channel Options Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 438 Cisco Finesse JavaScript APIs Digital Channel

Object Definitions The finesse.digital.ChannelService class uses specific data objects as inputs. The properties and their values of the object are JSON Schema compliant. The format is defined below. channelConfig The channelConfig object helps to configure the digital channel details. finesse.containerservices.ChannelSchema.getChannelConfigSchema() Sample channelConfig Object { "actionTimeoutInSec": 5, "icons": [{ "type": "collab-icon", "value": "Chat" }, { "type": "url", "value": "../../thirdparty/gadget3/channel-icon.png" } ] } The payload details are explained in the table below. Description Type Key The duration for which the FNC waits after sending the menu selection request to the gadget. The duration is mentioned in seconds, and the upper limit is 30 seconds. During this period, no other operation can be performed on the FNC. Integer actionTimeoutInSec The icons displayed in the header to represent a digital channel. Array icons The type of the icon in the header. For more information, see Cisco Common Desktop Stock Icon Names with Image, on page 441. Enum -->type The display name of the icon. String -->value The following method can be used to get the schema for the channelConfig object. finesse.containerservices.ChannelSchema.getChannelConfigSchema() channelState The channelState object defines the state of the digital channel. finesse.containerservices.ChannelSchema.getChannelStateSchema() Sample channelState Object { "label": "Chat & Email", "currentState": "ready", "iconColor": "available", "enable": true, "logoutDisabled": true, "logoutDisabledText": "Please go unavailable on chat before logout", Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 439 Cisco Finesse JavaScript APIs Digital Channel

"iconBadge": "none" "hoverText": "Tooltip text" } Description Type Key The label of the digital channel. String label The text that describes the current state of the digital channel. String currentState The color of the icon based on the current state of the digital channel. • Green color refers to available. • Red color refers to unavailable. • Orange color refers to busy. Enum iconColor Determines whether the digital channel is shown in the Finesse desktop. • True—Shows the digital channel menu in the Finesse desktop. • False—Does not show the digital channel menu in the Finesse desktop. Boolean enable Determines whether the logout menu is shown in the user identity component. • True—Disables the logout menu in the user identity component. • False—Enables the logout menu in the user identity component. For example, during Agent Ready or Busy state, disable the logout menu and enable it again when the state changes to Not Ready. Boolean logoutDisabled The text to the user if the logout menu is disabled. String logoutDisabledText The type of badge based in the digital channel. • info refers to the information badge. • error refers to an error badge. • warning refers to the warning badge. • none refers to no badge. String iconBadge The tooltip when you hover the mouse pointer. String hoverText The following method can be used to get the schema for the channelState object. finesse.containerservices.ChannelSchema.getChannelStateSchema() menuConfig The menuConfig object helps to configure the menu details. finesse.containerservices.ChannelSchema.getMenuConfigSchema() Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 440 Cisco Finesse JavaScript APIs Digital Channel

Sample menuConfig Object { "label": "Chat", "menuItems": [{ "id": "ready-menu-item", "label": "Ready", "iconColor": "available" }, { "id": "not-ready-menu-item", "label": "Not Ready", "iconColor": "unavailable" } ] } Description Type Key The label of the digital channel. String label The list of the menu items for the digital channel. Array menuItems Unique identifier of the digital channel menu. When there is a user action on the digital channel menu, this Id is returned through the parameter finesse.digital.ChannelService.selectedMenuItemId. String -->id The text of the menu item. String -->label The color of the icon based on the current state of the digital channel. • Green color refers to available. • Red color refers to unavailable. • Orange color refers to busy. Enum -->iconColor The following method can be used to get the schema for the menuConfig object. finesse.containerservices.ChannelSchema.getMenuConfigSchema() Cisco Common Desktop Stock Icon Names with Image The digital channel configuration schema considers the Cisco Common Desktop icon (CD-icon) name as its value. The icons are composed of different elements. Sign in to Cisco Finesse and paste the following JavaScript code in the editor of your browser developer console to see the list of CD-UI icon names and their visual design. This script cleans the Cisco Finesse web page, displays the icon name, and renders it in an HTML table. Refresh the browser to reflect the changes. You can also define this value in a gadget. Note Example var showIcons = function() { $('body').html(''); Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 441 Cisco Finesse JavaScript APIs Cisco Common Desktop Stock Icon Names with Image

$('body').append("<table border='1' background-color:#a0c0a0;'>" + "<thead style='display: none;'><th>Icon Name</th>" + "<th>Icon</th></thead><tbody " + "style='display: block; overflow-y: auto; height: 600px'>" + "</tbody></table>"); var icons = window.top.cd.core.cdIcon; var addIcon = function(name, iconJson) { var width = (iconJson.width) ? iconJson.width : 1000; var height = (iconJson.height) ? iconJson.height : 1000; var iconBuilt = "<tr><td>" + name + "</td><td><svg width='" + width + "' height='" + height + "' style='height: 30px; width: 30px;' viewBox='" + iconJson.viewBox + "'>" + iconJson.value + "</svg></td></tr>"; try { $('tbody').append(iconBuilt); } catch (e) { console.error("Error when adding " + name, e); } } for (var icon in icons) { if (icons[icon].viewBox) addIcon(icon, icons[icon]) } } showIcons() Channel Service Class finesse.digital.ChannelService Provides methods that are leveraged by the gadgets serving digital channels to register, update, or modify digital channel-specific display information and corresponding menu action behavior in Agent State Control Menu (referred to as the FNC Menu component). These APIs are available to the gadget through the finesse.min.js import. For more information on how to write a sample gadget, see https://github.com/CiscoDevNet/finesse-sample-code/tree/master/ LearningSampleGadget. Example var containerServices = finesse.containerservices.ContainerServices.init(); channelService = finesse.digital.ChannelService.init(containerServices); channelService.addChannel(channelId, channelData, onMenuClick, onSuccess, onError); Field Details Description Name The type of badge in the digital channel. ICON_BADGE_TYPE Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 442 Cisco Finesse JavaScript APIs Channel Service

Description Name The type of icon in the digital channel. For more information, see Cisco Common Desktop Stock Icon Names with Image, on page 441. ICON_TYPE The color of the icon based on the current state of the digital channel. STATE_STATUS The operation status of the digital channel. STATUS Methods addChannel(channelId, channelData, onMenuClick, onSuccess, onError) Add a digital channel to the FNC menu component. The API requires the complete digital channel state in the form of a JSON payload. Developers must pre-validate the JSON against its corresponding schema by testing it through finesse.utilities.JsonValidator.validateJson. The result of the add operation is returned through the given success or error callback. Example finesse.digital.ChannelService.addChannel(channelId, channelData, onMenuClick, onSuccess, onError); Parameters Required Description Type Name Yes Unique identifier to register the digital channel with FNC. Used in the callback for FNC. String channelId Yes The data of the key-value pair added to the digital channel as JSON payload. The following are the channelData keys: • menuconfig • channelConfig • channelState For more information on the channelData keys, see Digital Channel, on page 438. Object channelData Yes Callback function that is invoked when the menu button of the digital channel is clicked. Function onMenuClick Yes Callback function that is invoked upon a successful add operation. Function onSuccess Yes Callback function that is invoked upon an unsuccessful add operation. Function onError Success payload has the following format: { "channelId": "[ID of the Digital channel]", "status": "success" } Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 443 Cisco Finesse JavaScript APIs Channel Service

Error payload has the following format: { "channelId": "[ID of the Digital channel]", "status": "failure", "error": { "errorCode": "[Channel supplied error code that will be logged in Finesse client logs]", "errorDesc": "An error occurred while processing request" } } Throws {Error} If the digital channelData passed on is not as per the schema. init(ContainerServices) Initiates the ChannelService module. Example finesse.digital.ChannelService.init(finesse.containerservices.ContainerServices); Parameters Required Description Type Name Yes Provides container level services for gadget developers. Gadgets can utilize the container dialogs and event handling to add or remove a service. Function ContainerServices Returns {finesse.digital.ChannelService} The initiated finesse.digital.ChannelService reference. removeChannel(channelId, onSuccess, onError) Removes the previously added digital channel representation from the FNC menu component. Example finesse.digital.ChannelService.removeChannel(channelId, onSuccess, onError); Parameters Required Description Type Name Yes Unique identifier of the digital channel to be removed. This Id is returned from the FNC. String channelId Yes Callback function that is invoked upon a successful remove operation. Function onSuccess Yes Callback function that is invoked upon an unsuccessful remove operation. Function onError Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 444 Cisco Finesse JavaScript APIs Channel Service

updateChannel(channelId, channelData, onSuccess, onError) Updates the digital channel in the FNC menu component. None of the data that is passed within the data payload channelData is mandatory. This API provides an easy way to update the complete channel configuration in one go or partially if necessary. The result of the update operation is intimated through the given success and error callbacks. Example finesse.digital.ChannelService.updateChannel(channelId, channelData, onSuccess, onError); Parameters Required Description Type Name Yes Unique identifier of the digital channel to be removed. This Id is returned from the FNC. String channelId Yes The data of the key-value pair updated to the digital channel as JSON payload. For more information on the object description, see addChannel(channelId, channelData, onMenuClick, onSuccess, onError), on page 443 Object channelData Yes Callback function that is invoked upon a successful update operation. Function onSuccess Yes Callback function that is invoked upon an unsuccessful update operation. Function onError updateChannelMenu(channelId, menuItems, onSuccess, onError) Updates the menu displayed for the digital channel. Example finesse.digital.ChannelService.updateChannelMenu(channelId, menuItems, onSuccess, onError); Parameters Required Description Type Name Yes Unique identifier of the digital channel to be removed. This Id is returned from the FNC. String channelId Yes The list of menu items for the digital channel. For more information, see menuConfig, on page 440. Array menuItems Yes Callback function that is invoked upon a successful update operation. Function onSuccess Yes Callback function that is invoked upon an unsuccessful update operation. Function onError updateChannelState(channelId, channelState, onSuccess, onError) Updates the digital channel's current state. Example finesse.digital.ChannelService.updateChannelMenu(channelId, channelState, onSuccess, onError); Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 445 Cisco Finesse JavaScript APIs Channel Service

Parameters Required Description Type Name Yes Unique identifier of the digital channel to be updated. This Id is returned from the FNC. String channelId Yes The current state of the digital channel. For more information, see channelState, on page 439. Object channelState Yes Callback function that is invoked upon a successful update operation. Function onSuccess Yes Callback function that is invoked upon an unsuccessful update operation. Function onError Gadget Configuration Class finesse.gadget.Config Provides configuration data from the container page for the gadgets Config object in the Finesse desktop. When Finesse desktop load successfully, the container loads configuration details from the server. While creating gadgets, these configurations are passed to the gadgets as finesse.gadget.Config object. For more information on gadgets. Field Details Description Field The Base64 encoded "id:password" that can be used for non-SSO authentication by the gadget to make Finesse REST API requests. authorization The token used for authentication in SSO deployments. authToken The time difference between the client and the server in milliseconds. clientDriftInMillis The configuration of the client compatibility mode. This field is used to display a message to the user or handle compatibility mode use cases in the gadget. The compatibility mode in Internet Explorer is a feature that helps you to view webpages that were designed for the previous versions of the browser. Enabling this feature affects the newer sites that were designed for modern browsers. compatibilityMode The country code of the client derived from the locale. country The extension with which the user signs in. extension The Finesse server IP address or host. host The connections and listening port of the Finesse server host. hostPort The unique identifier of the signed-in agent, which is used to uniquely identify an agent using the Cisco Finesse REST API URI and in the desktop notifications. id Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 446 Cisco Finesse JavaScript APIs Gadget Configuration

Description Field The language code of the client derived from the locale. language The locale of the client. locale The fully qualified domain name of the local host. localhostFQDN The connections and listening port of the local host. localhostPort The phone number that the system calls to connect with the mobile agent. mobileAgentDialNumber The work mode of the mobile agent that is found in finesse.restservices.User.WorkMode. mobileAgentMode Unique identifier of the CTI server peripheral that Finesse is connected to. peripheralId The pub sub domain of the XMPP service where the pub subservice is running. pubsubDomain The IP address or host of the Finesse API. restHost The type of HTTP protocol (http or https). scheme Unique identifier for the skill target assigned to the user in the Unified CCE Database. It is supported from Cisco Finesse, Release 12.5(1) ES2 onwards. This is only supported for Unified CCE deployments. Note skillTargetId The system authorization mode of the Finesse deployment. systemAuthMode Unique identifier of the team that the user belongs to. teamId The name of the team that the user belongs to. teamName The duration in seconds, the Cisco Finesse toaster notification remains opened. toasterNotificationTimeout The domain of the XMPP service. xmppDomain Interfaces Request Handlers Class finesse.interfaces.RequestHandlers(handlers) Defines the REST object callback handlers that are passed as arguments while creating the REST object. Retrieves the methods when the object is created. Parameters Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 447 Cisco Finesse JavaScript APIs Interfaces

Required Description Type Name Optional An object containing callback functions which are invoked when the callback scenario is triggered. The following are the request handlers (see below for details): • success(rsp) • error(rsp) Object handlers Optional Callback function that is invoked upon a successful request. The initialized object is then passed to the callback function as a parameter. Function success(rsp) Optional Callback function that is invoked upon an unsuccessful request. The initialized object is then passed to the callback function as a parameter. Function error(rsp) status Number The HTTP status code of the succeeded request. Optional content String The raw string response of the succeeded request. Optional object Object The parsed object response of the succeeded request. Optional error Object The error details from the failed request. Optional errorType String The type of error. Optional errorMessage String The message that is associated with the error. Optional REST Services JavaScript Representation of Finesse REST API Finesse JavaScript library uses JavaScript objects that represent the underlying REST API objects1 such as a User, Dialog, Phonebook and so on. When a Finesse JavaScript class is initialized, a corresponding REST API call is made, and the response is populated into a JavaScript object. In addition to having JavaScript object representations of Finesse REST API objects, the Finesse JavaScript library also supports the subscription to the Finesse Notification Service. When a Finesse notification is sent for a particular JavaScript object, the corresponding handler of the object is triggered with the updated JavaScript object as the parameter. 1 JavaScript objects that represent the underlying REST API objects are referred to as JavaScript REST objects further on in this document. This section establishes the principle behind the Finesse JavaScript objects. For example, consider the Finesse REST API called User. A User is an agent who can log in to the Finesse Desktop with valid credentials. A User object can be a composition of various fields such as State, Dialogs, Phonebooks, and so on. REST Collection Objects Finesse JavaScript library provides REST collection objects, which is a collection of Finesse REST API objects. For instance, a User is a Finesse JavaScript REST object, and Users is a Finesse JavaScript REST collection object, which can hold multiple User objects. Table 9: JavaScript REST Object with its Corresponding REST Collection Object JavaScript REST Collection Object JavaScript REST Object Dialogs Dialog Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 448 Cisco Finesse JavaScript APIs REST Services

JavaScript REST Collection Object JavaScript REST Object MediaList Media PhoneBooks PhoneBook Queues Queue Teams Team Users User Significance of REST Collection Object To understand the significance of a REST collection object, consider the example of all the Dialogs associated with a User in a grid. A Dialog is a JavaScript representation of a call. It can be a regular phone call, a conference, or a silent monitor session. A User object can be composed of many other objects, one of which is the Dialogs object. Note that it is Dialogs and not Dialog. This is because a user can be involved in multiple calls. Example—Get Dialogs for a User var _user = new finesse.restservices.User({ id: '1001001', // user id onLoad: function(user) { // User has successfully loaded, now get User Dialogs user.getDialogs({ onLoad: function(dialogs) { // successfully loaded the dialogs collection object, now format and display in the grid var dialogCollection = dialogs.getCollection(); for (dialogId in dialogCollection) { if (dialogCollection[dialogId] instanceOf finesse.restservices.Dialog) { // each item in the Dialogs Collection will be an instance of Dialog object. // can format and display each record here. } } } // for the sake of simplicity of this example, not adding other handlers. }); } }); In the above example, after the User has successfully loaded, you call the getDialogs() API of the User object to get the Dialogs collection object and perform certain operations on it before you display it in a grid. Note that we did not explicitly initialize the Dialogs collection object. The getDialogs() API of the User object did it for us internally. You do not have to explicitly create the collection objects. All the JavaScript REST objects which are composed of such collection object provides certain APIs which are internally taken care of initializing the objects. You must provide the handlers to control once the collection is loaded, modified, or deleted. The following are some examples of APIs which internally initialize and return respective REST collection objects. Example—Collection Objects _team.getUsers // Team REST API Object is composed of a Users Collection Object.(Users who are the part of that team) _user.getMediaList // User REST API Object is composed of MediaList Collection Object. _user.getQueues // User REST API Object is composed of Queues Collection Object. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 449 Cisco Finesse JavaScript APIs REST Collection Objects

_team.getTeamMessages // Team REST API Object is composed of a TeamMessages Collection Object. Consider the Dialogs in a grid example to include a feature where the grid updates in real-time if any new dialog shows up or any existing dialog gets removed. REST collection objects also provide multiple handlers. The following example shows two new handlers provided by the collection object onCollectionAdd and onCollectionDelete that are triggered when an item is added or removed respectively. Example—Multiple Handlers user.getDialogs({ onLoad: function(dialogs) {}, onCollectionAdd: function(dialog) { // called when a new Dialog is added to the collection // add this new dialog to the Grid }, onCollectionDelete: function(dialog) { // called when a new Dialog is removed from the collection // remove this dialog from the Grid } }); Commonly used REST collection object handlers are: • onLoad—Triggers when the collection object is successfully loaded. • onCollectionAdd—Triggers when a new item is added to the collection. • onCollectionDelete—Triggers when a item is deleted from the collection. • onError—Triggers when some error occurs during any of the above operations. RestBase and RestCollectionBase Common Parameters Finesse JavaScript library makes use of the principles of inheritance and composition extensively. To make the code more readable and maintainable, all the common functionality and properties are defined in Base classes. These Base classes are then extended by the child classes inheriting all their functionalities, overriding existing functionalities or adding new if needed. All the JavaScript object classes such as User, Dialog, Media, Team, and Queue extend the RestBase class. All the REST collection object classes such as Users, Dialogs, MediaList, Teams, and Queues extend the RestCollectionBase class. RestBase Common Parameters All the JavaScript objects extend from the RestBase class. There is some common configuration that can be passed into each of these objects during initialization. Example—Common Configurations var _user = new finesse.restservices.User(options); or var _team = new finesse.restservices.Team(options); or var _media = new finesse.restservices.Media(options); Example—Options var options = { id: 'someUniqueId', onLoad: function(restObj){}, onChange: function(restObj){}, Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 450 Cisco Finesse JavaScript APIs RestBase and RestCollectionBase Common Parameters

onAdd: function(restObj){}, onDelete: function(restObj){}, onError: function(response){}, } Example Description Parameter For a Us Each Jav of it on t An ID that uniquely identifies the JavaScript object. id An exam var _us id: onL } }); A callback that is invoked one time in the life of the object, which is when the initialization is successful and the data is loaded into the JavaScript object successfully. This JavaScript object is then passed to the handler as a parameter. This is equivalent to the success handler of a GET REST API request. onLoad An exam var _us id: onL onC } }); In the ab A callback that is invoked upon the successful update of the object. The updated object is then passed to the handler as a parameter. This is equivalent to the success handler of a PUT REST API request. onChange Currentl A callback that is invoked when an object is created in the upstream system by doing a POST request from the client. The client receives a success response for the creation. The newly created object is passed to the handler as a parameter. This is unlike the other scenarios where the JavaScript object is pre-existing in the system and you are creating a JavaScript version that creates a new object in the system. onAdd Currentl A callback that is invoked when an object is deleted in the upstream system by doing a DELETE request from the client. The client receives a success response for the deletion. onDelete Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 451 Cisco Finesse JavaScript APIs RestBase Common Parameters

Example Description Parameter An example var _user id: '1 onLoad onErro // // } }); A callback that is invoked with the response object as the parameter when any of the operations such as, GET, PUT, POST and DELETE fails. The following are the parameters: • status—{Number} Returns the HTTP status code. • content—{String} The raw string response. • object—{Object} The parsed object response. • error—The type of API error returned from the REST API request. It can be accessed using rsp.object.ApiErrors. ApiError.ErrorType • errorType—{String} The type of error. • errorMessage—{String} The message that is associated with the error. onError RestCollectionBase Common Parameters The RestCollectionBase objects are automatically created by the Finesse JavaScript Library when applicable APIs are used. Thus, the RestCollectionBase objects do not have to be initialized manually. The RestCollectionBase class extends the RestBase and supports all the handlers of RestBase. The RestCollectionBase extends RestBase class. Hence, all the common parameters of the RestBase applies to RestCollectionBase. Fields borrowed from class finesse.restservices.RestBase: ajaxRequestTimeout, restResponseStatus. Methods borrowed from class finesse.restservices.RestCollectionBase: getCollection, refresh. Methods borrowed from class finesse.restservices.RestBase: addHandler, getData, getId, getProperty, hasProperty, isLoaded, removeHandler. Example of Common Configurations _user.getDialogs(options) // User REST API Object is composed of Dialogs Collection Object. _team.getUsers(options) // Team REST API Object is composed of a Users Collection Object.(Users who are the part of that team) _user.getMediaList(options) // User REST API Object is composed of MediaList Collection Object. _user.getQueues(options) // User REST API Object is composed of Queues Collection Object. _team.getTeamMessages(options) // Team REST API Object is composed of a TeamMessages Collection Object. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 452 Cisco Finesse JavaScript APIs RestCollectionBase Common Parameters

Description Parameter A callback that is invoked one time in the life of the object, which is when the initializ successful and the data is loaded into the JavaScript object successfully. This JavaScri then passed to the handler as a parameter. This is equivalent to the success handler of a GET REST API request. onLoad A callback that is invoked when a new object is added to the collection. The newly ad then passed to the handler as a parameter. onCollectionAdd A callback that is invoked when an object is removed from the collection. The remove then passed to the handler as a parameter. onCollectionDelete A callback that is invoked with the response object as the parameter when any of the o such as, GET, PUT, POST and DELETE fails. For more information on parameters, see RestBase Common Parameters, on page 450 onError JavaScript Library Without Finesse JavaScript library In the absence of the Finesse JavaScript library, the following code would be needed to pull the User details after the login process is completed. • Make a GET call to the server to get the details of this agent. Example—GET $.ajax({ url: 'finesse/api/User/1001001' // where 1001001 is the username or id of the logged in agent. type: 'GET', Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 453 Cisco Finesse JavaScript APIs JavaScript Library

success: function(response){ // here response is an xml containing all the relevant information regarding the User 1001001 which can be used // for example response can be <User><id>1001001</id><state>NOT_READY</state></User> // Need to parse the response and make it usable }, error: function(err){ // Something went wrong while fetching user data, show an error dialog to the user may be. }, }); • Make a PUT call to the server to change the state of this agent. Example—PUT $.ajax({ url: 'finesse/api/User/1001001' // where 1001001 is the username/id through which the agent logged in. type: 'PUT', data: '<User><state>READY</state></User>' success: function(response){ // Do something once the user state has been changed successfully. }, error: function(err){ // Something went wrong while fetching user data, show an error dialog to the user may be. }, }); REST operations such as POST and DELETE can also be performed on the User API to get the desired result. With Finesse JavaScript library In the presence of the Finesse JavaScript library, the following code would be needed to pull the User details, where the User object is under the namespace finesse.restservices.User. • Make a GET all on the User API. The GET call in the above example is made using the jQuery OpenAjax API, where the onLoad is equivalent to the success option of the jQuery OpenAjax call. Example—onLoad, onChange, and on Error var _user = new finesse.restservices.User({ id: '1001001', onLoad: function(user){ // Do something on the successful fetch(GET) of user object }, onChange: function(user){ // Do something on the successful update(PUT) of object // can do user.getState() or user.getTeamName() } onError: function(err){ // Something went wrong while fetching user data, show an error dialog to the user may be. } }); The onChange is equivalent to the success option in PUT jQuery OpenAjax call made to modify the state of the User in the second example. Similarly, there are other handlers such as onAdd used for POST request and onDelete used for DELETE requests which are supported by User object as well as other Finesse JavaScript objects. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 454 Cisco Finesse JavaScript APIs JavaScript Library

• Update the state of the User using the setState() provided by finesse.restservices.User. Example—Update State of a User _user.setState('READY'); The above example triggers a state change for the User, which is equivalent to make a PUT request, which in turn triggers the onChange handler attached to the User object. All the handlers (GET, PUT, POST, DELETE, ERROR) can be attached to the object during initialization. Initialization of a JavaScript object triggers a GET request, the response of which is used to populate the JavaScript object. There are APIs available within the JavaScript object to create, update, and delete certain compositions (in the JavaScript object itself) that internally trigger PUT, POST, and DELETE REST API request respectively. To put this into perspective, the Finesse JavaScript REST API objects try to encapsulate the low-level request or response handling at the client-side and provide with APIs which are easy to use, maintain and improve the readability of the code. Subscription Support Finesse JavaScript objects support subscription to the XMPP events. These events are the notifications generated by the Openfire server and pushed to the desktop as XMPP events. Any JavaScript object that supports subscription is automatically hooked up for listening to XMPP events when it is initialized. This subscription is not a Notification subscription but a desktop level subscription to receive the events generated by the OpenAjax hub. Note For example, the User API supports the subscription model and the User functions as stated in the below example. Example for User Functions var _user = new finesse.restservices.User({ id: '1001001', onLoad: function(user){ // Do something on the successful fetch(GET) of user object }, onChange: function(user){ // Do something on the successful update(PUT) of object // can do user.getState() or user.getTeamName() }, onAdd: function(user){}, onDelete: function(user){}, onError: function(err){ // Something went wrong while fetching user data, show an error dialog to the user may be. } }); These handlers can handle the REST response and the XMPP events. For example, when the state change for a signed-in User is triggered by another agent (that is, Supervisor), the client or desktop receives a User update XMPP event on the node “/finesse/api/User/1001001”. Payload with Updated User State Details Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 455 Cisco Finesse JavaScript APIs Subscription Support

<Update> <data> <user> <dialogs>/finesse/api/User/1001001/Dialogs</dialogs> <extension>1001001</extension> <firstName>AGENT</firstName> <lastName>1001001</lastName> <loginId>1001001</loginId> <loginName>agent444agent444agent444agent444</loginName> <mediaType>1</mediaType> <pendingState></pendingState> <roles> <role>Agent</role> </roles> <settings> <wrapUpOnIncoming>OPTIONAL</wrapUpOnIncoming> <wrapUpOnOutgoing>NOT_ALLOWED</wrapUpOnOutgoing> </settings> <state>READY</state> <stateChangeTime>2020-03-13T05:45:26.827Z</stateChangeTime> <teamId>5000</teamId> <teamName>FunctionalAgents</teamName> <uri>/finesse/api/User/1001001</uri> <wrapUpTimer>30</wrapUpTimer> </user> </data> <event>PUT</event> <requestId>2a7f6cd3-bd26-4e46-a8ea-429cba8d9ff7</requestId> <source>/finesse/api/User/1001004</source> </Update> The XMPP events are handled, and the same onChange handler provided by you is invoked by the Finesse JavaScript library. REST Base Class finesse.restservices.RestBase Represents the JavaScript REST object and it exposes methods to operate on the object against the server. This object is extended to individual JavaScript REST objects (such as Dialog, User, and so on) and is not be used directly. Example var NotReadyReasonCode = RestBase.extend( /** @lends finesse.restservices.NotReadyReasonCode.prototype / { /*

• @class
• A ReasonCode object for NOT_READY state.
• @augments finesse.restservices.RestBase
• @see finesse.restservices.User.States#NOT_READY
• @constructs / _fakeConstuctor: function() { / This is here to hide the real init constructor from the public docs */ }, For additional parameters and methods, see RestBase Common Parameters, on page 450. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 456 Cisco Finesse JavaScript APIs REST Base

Field Details Description Name Duration in milliseconds that the OpenAjax request remains opened. ajaxRequestTimeout Number of the REST response status that is returned. restResponseStatus Methods addHandler(notifierType, callback, scope) Add a handler for the specific RestBase object. The callback function is invoked if the notifierType is triggered. Example // Handler for additions to the Dialogs collection object. // When Dialog (a RestBase object) is created, add a change handler. _handleDialogAdd = function(dialog) { dialog.addHandler('change', _handleDialogChange); } Parameters Required Description Type Name Yes The type of notifier to add to the load, change, add, delete, and error. String notifierType Yes An asynchronous callback function that is invoked when the type is notified. Function callback Optional The object on which the handler is invoked. Object scope getData() Retrieves the data for an object. Returns {Object} The object with the retrieved data. getId() Retrieves the unique identifier of the RestBase. Returns {String} Unique identifier of the RestBase. getProperty(obj, property) Retrieves the property from the object. Parameters Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 457 Cisco Finesse JavaScript APIs REST Base

Required Description Type Name Yes The object to retrieve the property from. Object obj Yes The property is the key of the value that will be returned. String property Returns {Object} The value of the property that was requested. hasProperty(obj, property) Determines whether the object has a property. Parameters Required Description Type Name Yes The object to check if the property exists. Object obj Yes The property is the key of the value that will be returned. String property Returns {Boolean} True if the object contains the property, else false. isLoaded() Loads the utility method for operations that require complete instantiation. Throws {Error} If this object is not fully instantiated. Returns {finesse.restservices.RestBase} The RestBase object reference. Makes the isLoaded function available to all the classes which are extending RestBase class. For example, in Dialogs, this.isloaded() can be called Dialogs.js which is the child class of RestBase. refresh(retries) Updates the RestBase object with the latest data by performing an asynchronous GET. The updated object will be returned through the onChange handler, so make sure it is registered. Parameters Required Description Type Name Yes The number of retry attempts to update the RestBase object. Integer retries Returns {Object} The end-call function that signifies the callback handler to not process the response of the asynchronous request. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 458 Cisco Finesse JavaScript APIs REST Base

removeHandler(notifierType, callback) Removes previously added handler for the specified notifierType. Parameters Required Description Type Name Yes The type of notifier to remove the load, change, add, delete, and error. String notifierType Yes The callback to be removed. Function callback REST Collection Base Class finesse.restservices.RestCollectionBase Extends finesse.restservices.RestBase Common Parameters Represents the collection of finesse.restservices.RestBase objects. A collection is a group of similar objects. For instance, Users is a collection that can hold multiple User objects. This class is used by all other JavaScript objects. For more information, see RestCollectionBase Common Parameters, on page 452. Methods getCollection() Retrieves the RestBase collection. Returns {Object} The collection as an object. refresh() Updates the RestBase object with the latest data by performing an asynchronous GET. The updated object will be returned through the onChange handler, so make sure it is registered Returns {finesse.restservices.RestBaseCollection} The RestBaseCollection object reference. Makes the refresh function available to all the classes which are extending RestCollectionBase class. User Class finesse.restservices.User Extends finesse.restservices.RestBase Common Parameters Represents an agent or supervisor and includes information about the user, such as roles, state, teams, dialogs, and so on. The User object is the representation of the Finesse REST API User object. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 459 Cisco Finesse JavaScript APIs REST Collection Base

When the User object is initialized (for example, var _user = new finesse.restservices.User()), a GET REST API request is made to /finesse/api/User/<userid>, and its response is used to populate the User object. When a User change event is received, the User object's values are updated accordingly. For example, if the agent state changes, the respective User object's getState() method reflects the change, and returns the latest state of the agent when invoked. Example var _user = new finesse.restservices.User({ id: _id, onLoad: _handleUserLoad, onChange: _handleUserChange }); For additional parameters and methods, see RestBase Common Parameters, on page 450. Methods getDialogs(handlers) Retrieves the collection of voice dialogs associated with the current user. This includes the dialogs that the user is currently active on, being alerted, along with the held dialogs. The terminated dialogs are not part of the list. The dialog list is retrieved by making a GET REST API request to the /finesse/api/User/<id>/Dialogs/ endpoint. The getDialogs are queried only once from the server that is, when the object is created. Example _dialogs = _user.getDialogs({ onCollectionAdd: handleNewDialog, onCollectionDelete: handleEndDialog }); Parameters Required Description Type Name Optional An object containing callback functions which are invoked when the callback scenario is triggered. To find the list of callback scenarios, see RestCollectionBase Common Parameters, on page 452. Object handlers Returns {finesse.restservices.Dialogs} The Dialogs collection object. getDialogsNoCache(handlers) Retrieves the collection of dialogs (calls) associated with the current user. This includes the dialogs that the user is currently active on, being alerted, along with the held dialogs. The terminated dialogs are not part of the list. The difference between the getDialogsNoCache and getDialogs methods is that the GET REST API request is always made for this method. Example Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 460 Cisco Finesse JavaScript APIs User

_user.getDialogsNoCache({ onLoad: handleDialogsLoadedCallDetails, onCollectionAdd: handleDialogsAddedCallDetails, onCollectionDelete: handleDialogsDeletedCallDetails, onError: handleDialogsErrorCallDetails }); Parameters Required Description Type Name Optional An object containing callback functions which are invoked when the callback scenario is triggered. Object handlers Returns {finesse.restservices.Dialogs} The Dialogs collection object. getExtension() Retrieves the extension that is associated with the user. Returns {String} The extension of the user. getFirstName() Retrieves the first name of the user. Returns {String} The first name of the user. getFullName() Retrieves the full name of the user. The full name format is FirstName LastName (for example, John Doe). Returns {String} The full name of the user. getLastName() Retrieves the last name of the user. Returns {String} The last name of the user. getMediaList(handlers) Retrieves the media list that is associated with the user. It retrieves the media dialog collection object. Example var mediaList = _user.getMediaList({ onCollectionAdd: _handleMediaAdd, onCollectionDelete: _handleMediaDelete, onLoad: _handleMediaListLoaded }); Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 461 Cisco Finesse JavaScript APIs User

Parameters Required Description Type Name Optional An object containing callback functions which are invoked when the callback scenario is triggered. To find the list of callback scenarios, see RestCollectionBase Common Parameters, on page 452. Object handlers Returns {finesse.restservices.MediaList} The MediaList collection object. getMediaPropertiesLayout(handlers) Retrieves the layout that is associated with the user. Teams are configured with custom layouts by the administrator. Users are associated to custom call variable layouts (MediaPropertyLayout) due to their association with a team. Example var _mediaPropertiesLayout = _user.getMediaPropertiesLayout({ onLoad: _handleMediaPropertiesLayoutLoaded, onError: _handleMediaPropertiesLayoutError }); Parameters Required Description Type Name Optional An object containing callback functions which are invoked when the callback scenario is triggered. To find the list of callback scenarios, see RestBase Common Parameters, on page 450. Object handlers Returns {finesse.restservices.UserMediaPropertiesLayout} The UserMediaPropertiesLayout object. getMediaPropertiesLayouts(handlers) Retrieves the layouts that is associated with the user. Teams are configured with custom layouts by the administrator. Users are associated to custom call variable layouts (MediaPropertyLayouts) due to their association with a team. Example var _mediaPropertiesLayouts = _user.getMediaPropertiesLayouts({ onLoad: _handleMediaPropertiesLayoutsLoaded, onError: _handleMediaPropertiesLayoutsError }); Parameters Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 462 Cisco Finesse JavaScript APIs User

Required Description Type Name Optional An object containing callback functions which are invoked when the callback scenario is triggered. To find the list of callback scenarios, see RestCollectionBase Common Parameters, on page 452. Object handlers Returns {finesse.restservices.UserMediaPropertiesLayout} The UserMediaPropertiesLayout object. getMediaState() Retrieves the media state of the user. This is applicable only in Unified CCX deployments. Returns {String} The current (or last fetched) media state of the user. When the agent is talking on a manual outbound call, or when the agent in not signed-in, the getMediaState returns busy. In all other cases getMediaState returns null. getMobileAgentDialNumber() Retrieves the mobile agent dial number. Returns {String} If available, returns the mobile agent dial number, otherwise null. getMobileAgentMode() Retrieves the mobile agent work mode. In Unified CCE, when an agent has logged in as a mobile agent (by selecting Sign in as a Mobile Agent checkbox in the Cisco Finesse login page), then it returns mobile agent mode. If an agent has not selected the checkbox, then it returns null. Returns {finesse.restservices.User.WorkMode} The WorkMode object. If available, then the mobile agent work mode, otherwise null. For more information, see User.WorkMode, on page 473. getNotReadyReasonCodeId() Retrieves the user's Not Ready reasonCodeId. Returns {String} The reasonCodeId, or undefined if the ID is not set or indeterminate. getNotReadyReasonCodes(handlers) Retrieves all the custom Not Ready reason codes configured globally and the team level reason codes applicable to the user. There is no return value. Use the success handler to process a valid return. Note Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 463 Cisco Finesse JavaScript APIs User

_user.getNotReadyReasonCodes({ success: handleNotReadyReasonCodesSuccess, error: handleNotReadyReasonCodesError }); Parameters Required Description Type Name Optional An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers getPendingStateReasonCode() Retrieves the pending state reasonCode of the user. Returns {Object} The reasonCode for the pending state of the user. The contents include the following: • uri—The URI for the reasonCode object. • Id—The unique ID for the reasonCode. • category—The category can either be NOT_READY or LOGOUT. • code—The numeric reasonCode value. • label—The label for the reasonCode. • forAll—The boolean flag that denotes the global status for the reasonCode. • systemCode—The boolean flag which denotes whether the reasonCode is system-generated or customized. getPhoneBooks(handlers) Retrieves the PhoneBooks collection object that is associated with the user. Parameters Required Description Type Name Optional An object containing callback functions which are invoked when the callback scenario is triggered. To find the list of callback scenarios, see RestCollectionBase Common Parameters, on page 452. Object handlers Returns {finesse.restservices.PhoneBooks} The PhoneBooks collection object. getQueues(handlers) Retrieves the Queues collection object that is associated with the user. Parameters Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 464 Cisco Finesse JavaScript APIs User

Required Description Type Name Optional An object containing callback functions which are invoked when the callback scenario is triggered. To find the list of callback scenarios, see RestCollectionBase Common Parameters, on page 452. Object handlers Returns {finesse.restservices.Queues} The Queues collection object. getReasonCode() Retrieves the reason code object corresponding to the user's current state. Returns {Object} The reasonCode for the pending state of the user. The contents include the following: • uri—The URI for the reasonCode object. • id—The unique ID for the reasonCode. • category—The category and it can be either NOT_READY or LOGOUT. • code—The numeric reasonCode value. • label—The label for the reasonCode. • forAll—Boolean flag that denotes the global status for the reasonCode. • systemCode—Boolean flag which denotes whether the reasonCode is system-generated or customized. getReasonCodeById(handlers, reasonCodeId) Retrieves the reason code object that is associated with the reasonCodeId. There is no return value. Use the success handler to process a valid return. Note Parameters Required Description Type Name Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers Yes Unique identifier for the reasonCode to lookup. String reasonCodeId getReasonCodeLabel() Retrieves the user's reasonCode label for both Not Ready and Logout reasonCodes. Returns Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 465 Cisco Finesse JavaScript APIs User

{String} The reasonCode label, or an empty string if none. getSignoutReasonCodes(handlers) Retrieves all the Signout reason codes that is associated with the user. There is no return value. Use the success handler to process a valid return. Note _user.getSignoutReasonCodes({ success: handleSignoutReasonCodesSuccess, error: handleSignoutReasonCodesError }); Parameters Required Description Type Name Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers getSkillTargetId() Retrieves the ID for the skill target assigned to the user in the Unified CCE database. It is supported from Cisco Finesse, Release 12.5(1) ES2 onwards. This is only supported for Unified CCE deployments. Note Returns {String} The ID for the skill target assigned to the user. getState() Retrieve the state of the user. Returns {String} The current (or last fetched) state of the user. getStateChangeTime() Retrieves the state change time (UTC) of the user. Returns {String} The state change time of the user in UTC. getSupervisedTeams() Retrieves the teams that are managed by the user (supervisor). Applicable for users that are supervisors. Returns Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 466 Cisco Finesse JavaScript APIs User

{Array} The array of objects containing Id, name, and URI of the teams managed by the user (supervisor). The object content includes the following: • id—The unique ID for the team. • name—The team name for the team. • uri—The URI for the team. getTeamId() Retrieves the ID of the team that is associated with the user. Returns {String} The current (or last fetched) ID of the team that is associated with the user. getTeamName() Retrieves the name of the team that is associated with the user. Returns {String} The current (or last fetched) name of the team that is associated with the user. getWrapUpOnIncoming() Retrieves the wrap-up mode of the user. For more information, see User.WrapUpMode, on page 474. Returns {String} The wrap-up mode of the user. getWrapUpOnOutgoing() Retrieves the wrap-up mode of the user. For more information, see User.WrapUpMode, on page 474. Returns {String} The wrap-up mode of the user. getWrapUpReasons(handlers) Retrieves the WrapUpReasons collection object that is associated with the user. Parameters Required Description Type Name Optional An object containing callback functions which are invoked when the callback scenario is triggered. To find the list of callback scenarios, see RestCollectionBase Common Parameters, on page 452. Object handlers Returns {finesse.restservices.WrapUpReasons} The WrapUpReasons collection object. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 467 Cisco Finesse JavaScript APIs User

getWrapUpTimer() Retrieves the maximum amount of time the user can be in Wrap Up state (in seconds). Returns {String} The WrapUp time configured for the user. For example, 3600 (1 hour). hasAgentRole() Checks whether the user is an agent. Returns {Boolean} True if the user has the role of an agent, else false. hasSupervisorRole() Checks whether the user is a supervisor. Returns {Boolean} True if the user has the role of the supervisor, else false. isDeviceSelectionEnabled() Retrieves whether the device selection is enabled for the user. Example /**

• Retrieves whether the device selection is enabled for the user.
• If device selection is enabled, the login request for the user should
• contain active device Id, if the extension chosen by the agent is
• shared between multiple devices.
• @see finesse.restservices.User.loginWithActiveDeviceId
• @returns {Boolean} True if the device selection is enabled and false

if device selection is disabled. */ isDeviceSelectionEnabled: function() { this.isLoaded(); if (this.getData().settings) { return this.getData().settings.deviceSelection === 'enabled'; } return false; } Returns {Boolean} True if the device selection is enabled and false if device selection is disabled. isMobileAgent() Checks whether the user is a mobile agent. Returns {Boolean} True if this agent is a mobile agent, else false. isPendingStateChange() Checks whether there is a pending state change. A pending state change is a request to change state that does not result in an immediate state change. For example, if an agent in the TALKING state attempts to change Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 468 Cisco Finesse JavaScript APIs User

to the NOT_READY state, the state is not changed until the call ends. Pending state change occurs when the agent is in the following states: • TALKING • HOLD • RESERVED • OUTBOUND • PREVIEW Returns {Boolean} True if there is a pending state change. isReasonCodeReserved() Checks whether the reasonCode of the user is a system-generated reasonCode. Returns {Boolean} True if the reasonCode for the state of the user is a system-generated reasonCode. isWrapUp() Checks whether the user's current state is WORK or WORK_READY. This is used to ensure that a pending state is not cleared when moving into wrap-up (work) mode. We do not add this as a pending state, as the changes (while in wrap-up) occur immediately. Returns {Boolean} True if user is in wrap-up mode. isWrapUpRequired() Checks whether the user is required to go into wrap-up mode. Returns {Boolean} True if the user is required to go in to wrap-up mode. login(extension, handlers) Performs an agent login for the user and associates the agent with the specified extension. Parameters Required Description Type Name Yes The extension to associate with the user. String extension Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers Returns Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 469 Cisco Finesse JavaScript APIs User

{finesse.restservices.User} The User object. loginMobileAgent(extension, mode, extension, handlers, reasonCode) Performs an agent login for the user and associates the agent with the specified extension. This marks the agent as a mobile agent and associates an external dial number. Parameters Required Description Type Name Yes The extension to associate with the user. String extension Yes The mobile agent work mode as defined in finesse.restservices.User.WorkMode. For more information, see User.WorkMode, on page 473. String mode Yes The external dial number to be used by the mobile agent. String extension Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers Yes An object containing the reasonCode for the login request. Object reasonCode Returns {finesse.restservices.User} The User object. logout(reasonCode, handlers) Performs an agent logout for the user. Parameters Required Description Type Name Yes The reason that the user is logging out. String reasonCode Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers Returns {finesse.restservices.User} The User object. makeBargeCall(number, dialogUri, handlers) Makes a silent monitor call to a particular agent's phone number. Barge in to call, which is silently monitored by the supervisor. Applicable for users that are supervisors. Barge in is performed on a call that is not being monitored by the supervisor, and the error handler is invoked. Note Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 470 Cisco Finesse JavaScript APIs User

Parameters Required Description Type Name Yes The agent's extension of the call that is being barged into. String number Yes The associated dialog URI of SUPERVISOR_MONITOR call. String dialogUri Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers Returns {finesse.restservices.User} The User object. makeCall(number, handlers) Makes a call to the specified phone number. Parameters Required Description Type Name Yes The phone number to call. String number Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers Returns {finesse.restservices.User} The User object. makeSMCall(number, handlers) Makes a silent monitor call for the specified agent's extension. Parameters Required Description Type Name Yes The phone number to silent monitor. String number Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers Returns {finesse.restservices.User} The User object. setState(newState, reasonCode, handlers) Sets the state of the user. Parameters Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 471 Cisco Finesse JavaScript APIs User

Required Description Type Name Yes The state that you are setting for the user. String newState Yes The reason that the user is logging out. ReasonCode reasonCode Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers Returns {finesse.restservices.User} The User object. updateToMobileAgent(mode, dialNumber, handlers) Updates the user object with the agent's mobile login information. Parameters Required Description Type Name Yes The mobile agent work mode as defined in finesse.restservices.User.WorkMode. For more information, see User.WorkMode, on page 473. String mode Yes The phone number that is used by the mobile agent. String dialNumber Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers Returns {finesse.restservices.User} The User object. User.MediaStates Class finesse.restservices.User.MediaStates When the agent is talking on a manual outbound call, the media state returns BUSY. Otherwise, it returns null. Field Details Description Name The user is on a manual outbound call. This is applicable only for Unified CCX deployments. BUSY Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 472 Cisco Finesse JavaScript APIs User.MediaStates

User.States Class finesse.restservices.User.States Represents the possible user state values. Field Details Description Name The user is on hold. In Unified CCX deployments, the user remains in TALKING state while on hold. HOLD The user logs in. This is an action, not a state since a logged-in user is always in a specific state (READY, NOT_READY, TALKING and so on). Note LOGIN The user has logged out. LOGOUT The user is not ready. In Unified CCX deployments, the user is in this state while on a non-routed call. NOT_READY The user is ready for calls. READY The user has a incoming call, but has not answered it. RESERVED The user has an outbound call, but not connected to it. RESERVED_OUTBOUND The user has an outbound call's preview information, but has not acted on it. RESERVED_OUTBOUND_PREVIEW The user is on a call. In Unified CCX deployments, this is for routed calls only. TALKING The user is in wrap-up or work mode. This mode is configured to time out. After time out, the user's state changes to NOT_READY. WORK The user is in wrap-up or work mode. This mode is configured to time out. After time out, the user's state changes to READY. WORK_READY User.WorkMode Class finesse.restservices.User.WorkMode WorkMode is only applicable for Unified CCE and mobile agents. When an agent has logged in as a mobile agent (by selecting Sign in as a Mobile Agent checkbox in the Cisco Finesse login page), then the agent must select the work mode from the drop-down list. The following are the work modes: • Call by Call • Nailed Collection Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 473 Cisco Finesse JavaScript APIs User.States

Field Details Description Name The mobile agent is connected (dialed) for each incoming call received, and is disconnected when the call ends. CALL_BY_CALL The mobile agent is connected (dialed) at login and the call stays connected through multiple customer calls. NAILED_CONNECTION User.WrapUpMode Class finesse.restservices.User.WrapUpMode Represents the possible wrap-up mode types in Unified CCE deployments. Field Details Description Name The user is not allowed to go to wrap-up when call ends. NOT_ALLOWED The user can choose to go to wrap-up on a call-by-call basis when the call ends. OPTIONAL The user must go to wrap-up when call ends. REQUIRED The user must go to wrap-up when call ends and must enter wrap-up data. REQUIRED_WITH_WRAP_UP_DATA UserMediaPropertiesLayout Class finesse.restservices.UserMediaPropertiesLayout Represents a media properties layout. Example _mediaPropertiesLayout = _user.getMediaPropertiesLayout({ onLoad: _handleMediaPropertiesLayoutLoaded, onError: _handleMediaPropertiesLayoutError }); For additional parameters and methods, see RestBase Common Parameters, on page 450. Method getRestUrl() Retrieves the URL for the UserMediaPropertiesLayout resource. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 474 Cisco Finesse JavaScript APIs User.WrapUpMode

UserMediaPropertiesLayouts Class finesse.restservices.UserMediaPropertiesLayouts Represents a collection of media properties layouts. Example var _mediaPropertiesLayouts = _user.getMediaPropertiesLayouts({ onLoad: function(mediaPropertiesLayouts) {}, onError: function(error) {} }); Parameters For additional parameters and methods, see RestCollectionBase Common Parameters, on page 452. Users Class finesse.restservices.Users Extends finesse.restservices.RestCollectionBase Represents a collection of User objects. When there is no method to retrieve all Users, then this collection is used to return Users in a team. Example // Note: The following method gets an Array of Teams, not a Collection. _teams = _user.getSupervisedTeams(); if (_teams.length > 0) { _team0Users = _teams[0].getUsers(); } Parameters For additional parameters and methods, see RestCollectionBase Common Parameters, on page 452. Dialog Class finesse.restservices.Dialog Extends finesse.restservices.DialogBase Represents a call such as a regular phone call, a conference, or a silent monitor session. Example var _dialogs = _user.getDialogs({ includeNonVoice: true } _dialogs.addHandler('load', function() { dialog }) dialogCollection = _dialogs.getCollection(); for (dialog in dialogCollection) { if (dialogCollection.hasOwnProperty(dialog)) { var _dialog = dialogCollection[dialog]; _dialog.addHandler(‘change’, function() { // TODO: on change of dialog do some thing })); } } Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 475 Cisco Finesse JavaScript APIs UserMediaPropertiesLayouts

Methods cancelCallback(mediaAddress, handlers) Cancels a scheduled callback. Parameters Required Description Type Name Yes The media address of the user. String mediaAddress Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers dropParticipant(targetMediaAddress, handlers) Drops a participant from the call. Parameters Required Description Type Name Yes The media address of the participant to drop from the call. String targetMediaAddress Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers getCallbackInfo() Retrieves information about the currently scheduled callback. Returns {Object} Undefined if no callback is set. If callback is set, then it returns a map with one or more entries depending on the configured value. The callbackTime refers to the configured callback time and the callbackNumber refers to the configured callback number. getCallbackNumber() Retrieves the callback number without the dialer prefix. This is required to schedule a callback if there is any dialer prefix added for Direct Preview Outbound calls. Returns {String} The callback number without the dialer prefix. getDroppableParticipants(filterExtension) Retrieves the dropable participants, which are participants with an agent extension. A participant can represent an internal user (such as, an agent) or an external user (such as, a customer). It is not a CTI Route Point, IVR Port, or the caller. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 476 Cisco Finesse JavaScript APIs Dialog

Parameters Required Description Type Name Optional To remove a single extension from the list. String filterExtension Returns {Array} The array of participants that can be dropped. Participant entity properties are as follows: • state—The last participant state in a dialog. • stateCause—The reason for the last participant state in a dialog. It is applicable to a FAILED participant state. The possible values are BUSY, BAD_DESTINATION, and OTHER. • mediaAddress—The media address of the participant. • startTime—The start time of the participant. • stateChangeTime—The time from when the participant state has changed. • actions—The list of actions that a participant can perform. getFromAddress() Retrieves the from address, which is the calling line ID of the caller. Returns {String} The from address. getParticipantTimerCounters(participantExt) Retrieves the participant timer counters. Parameters Required Description Type Name Yes The extension of the participant. String participantExt Returns {Object} The array of participants which contains properties: • state—The last participant state in a dialog. • startTime—The start time of the participant. • stateChangeTime—The time when the participant state has changed. getSecondaryId() Retrieves the secondaryId of a dialog. A consult call has two call legs (primary leg and a consult leg). When the consult call is completed (either with a transfer or conference), the two call legs would merge. The dropped call's Dialog Id can be found in the secondaryId field of the the surviving call's Dialog object. For Unified CCE deployments, the secondaryId will be populated for direct transfers as well. This is supported from Cisco Finesse, Release 11.6(1) ES1 onwards. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 477 Cisco Finesse JavaScript APIs Dialog

Returns {String} The Id of the secondary dialog. getToAddress() Retrieves the to address, which is the destination for the call. Returns {String} The to address. initiateDirectTransfer(mediaAddress, toAddress, handlers) Initiates a single-step transfer request. Parameters Required Description Type Name Yes The extension of the user performing the single-step transfer. String mediaAddress Yes The destination address of the single-step transfer. String toAddress Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers isParticipantDroppable(participantExt) Determines whether the supervisor can drop the provided extension from a call. Parameter Required Description Type Name Yes The extension of the participant. String participantExt Returns {Boolean} True if the extension of the participant is droppable. makeConsultCall(mediaAddress, toAddress, handlers) Makes a consult call to a destination. Parameters Required Description Type Name Yes The extension of the user performing the consult call. String mediaAddress Yes The destination address of the consult call. String toAddress Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 478 Cisco Finesse JavaScript APIs Dialog

Required Description Type Name Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers reclassifyCall(mediaAddress, classification, handlers) Reclassifies an Outbound Option Direct Preview call. A call can be reclassified as VOICE, FAX, ANS_MACHINE, INVALID, DO_NOT_CALL, or BUSY. The call type is then sent back to Unified CCX for processing. Parameters Required Description Type Name Yes The extension of the user performing the reclassification. String mediaAddress Yes The new classification to assign to the call. Valid values are VOICE, FAX, ANS_MACHINE, INVALID, BUSY, and DO_NOT_CALL. String classification Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers requestAction(mediaAddress, action, handlers) Requests the provided action to be taken for the specified mediaAddress. Example dialog.requestAction(_user.getExtension(), 'CONSULT', { error: onError, success: onSuccess }); Parameters Required Description Type Name Yes The extension of the user which the action is performed on. String mediaAddress Yes The action that is invoked on the dialog. For more information, see Dialog.Actions, on page 481. String action Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers sendDTMFRequest(mediaAddress, handlers, digit) Sends the DTMF digit tones. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 479 Cisco Finesse JavaScript APIs Dialog

Parameters Required Description Type Name Yes The extension of the user sending the DTMF digits. String mediaAddress Yes The DTMF digits to be sent. String digit Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers updateCallbackNumber(mediaAddress, callbackNumber, handlers) Updates the number for a callback. Parameters Required Description Type Name Yes The extension of the user updating the callback number. String mediaAddress Yes The new number for the callback. String callbackNumber Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers updateCallbackTime(mediaAddress, callbackTime, handlers) Updates the time for a callback. Parameters Required Description Type Name Yes The extension of the user updating the callback time. String mediaAddress Yes The new time for the callback. Format: YYYY-MM-DDTHH:MM For example, 2013-12-24T23:59 String callbackTime Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers updateWrapUpReason(wrapUpReason, handlers) Updates the wrap-up reason for the dialog. Parameters Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 480 Cisco Finesse JavaScript APIs Dialog

Required Description Type Name Yes The new wrap-up reason for the dialog. String wrapUpReason Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers Dialog.Actions Class finesse.restservices.Dialog.Actions The list of actions that can be taken on a dialog. Field Details Description Name The user accepts a dialog that is being previewed. ACCEPT The user answers a dialog. ANSWER The user barges into a dialog. BARGE_CALL The user cancels a scheduled callback. CANCEL_SCHEDULED_CALLBACK The user closes a dialog. CLOSE The user initiates a conference of a dialog. CONFERENCE The user initiates a consult call. CONSULT_CALL The user drops from the dialog. DROP The user sends DTMF digits to a dialog. DTMF The user puts the dialog on hold. HOLD The user makes a new dialog. MAKE_CALL The supervisor drops a participant from the dialog. PARTICIPANT_DROP The user changes the classification for the dialog. RECLASSIFY The user rejects a dialog. REJECT The user retrieves a dialog that is on Hold. RETRIEVE The user initiates a recording on a dialog. START_RECORDING The user initiates a transfer of a dialog. TRANSFER The user initiates a single-step transfer of a dialog. TRANSFER_SST Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 481 Cisco Finesse JavaScript APIs Dialog.Actions

Description Name The user updates data on a dialog. UPDATE_CALL_DATA The user updates the time or number for a scheduled callback. UPDATE_SCHEDULED_CALLBACK Dialog.ParticipantStates Class finesse.restservices.Dialog.ParticipantStates The list of participant states for voice dialogs. Field Details Description Name The participant has accepted the dialog. This state is applicable to OUTBOUND_PREVIEW dialogs. ACCEPTED The participant is active on the dialog. ACTIVE An incoming dialog is ringing on the device. ALERTING The participant has dropped from the dialog. DROPPED The dialog failed (BUSY). FAILED The participant has held the connection to the dialog. HELD The phone is dialing at the device. INITIATED An outgoing dialog, not yet active, exists on the device. INITIATING The participant is not in an active state on the dialog. The participant has dropped from the dialog and is wrapping up. WRAP_UP Dialog.ReasonStates Class finesse.restservices.Dialog.ReasonStates The list of reason codes for a FAILED dialog participant state. This code can be found in the stateCause field when the participant's state is FAILED. In all other cases, the stateCause is empty. Field Details Description Name The dialog reached a bad destination. For example, making a call to a non-existence extension. BAD_DESTINATION The dialog is busy. The dialog failed due to a reason other than the ones listed in this table. BUSY Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 482 Cisco Finesse JavaScript APIs Dialog.ParticipantStates

Description Name The device resource for the dialog was not available. DEVICE_RESOURCE_NOT_AVAILABLE All the other reasons. The dialog failed due to a reason other than the ones listed in this table. OTHER Dialog.States Class finesse.restservices.Dialog.States The list of states for a dialog. Field Details Description Name The user has accepted an OUTBOUND_PREVIEW dialog. ACCEPTED The dialog has at least one active participant. ACTIVE The call is ringing at a device. ALERTING The dialog has no active participants. DROPPED The dialog has failed. FAILED The phone is dialing at the device. INITIATED The phone is off the hook at a device. INITIATING DialogBase Class finesse.restservices.DialogBase Extends finesse.restservices.RestBase Common Parameters DialogBase is extended into individual JavaScript objects (such as Dialog and MediaDialog) and cannot be used directly. DialogBase defines common utilities that are used by both Dialog and MediaDialog objects. A dialog is a connection between multiple participants. For example, a regular phone call, a chat, or an email. Example var _dialogs = _user.getDialogs({ includeNonVoice: true } _dialogs.addHandler('load', function() { dialog })._dialogs.getCollection(); for (dialog in dialogCollection) { if (dialogCollection.hasOwnProperty(dialog)) { var _dialog = dialogCollection[dialog]; _dialog.addHandler(‘change’, function() { // TODO: on change of dialog do some thing })); Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 483 Cisco Finesse JavaScript APIs Dialog.States

} } Methods getCallType() Retrieves the call type. This method is deprecated. Use getMediaProperties().callType. Note Returns {String} The call type. updateCallVariables(callvariablesList, options) Updates the dialog's call variables. This function does not validate the call variables. The client must take care of validating the call variables before using this function. Parameters Required Description Type Name Yes The call variables are from 1 to 10. For example, callVariable1: value1, callVariable2: value2, and so on. Object callvariablesList Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object options Example var callVariablePayload = { "callVariable1": "value1", "callVariable2": "value2" }; dialog.updateCallVariables(callVariablePayLoad, { error: function() { console.log("Error on updating call variable"); } }); var callVariablePayload = { "callVariable1": "value1", "callVariable2": "value2", "user.eccVariable1": "value3" }; dialog.updateCallVariables(callVariablePayLoad, { error: function() { console.log("Error on updating call variable"); } }); Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 484 Cisco Finesse JavaScript APIs DialogBase

getMediaProperties() Retrieves a list of media properties from the dialog object. Returns {Object} The call variables and the names are mapped to values. Variables include the following: • dialedNumber—The number dialed. • callType—The type of call. Call types include: • ACD_IN • PREROUTE_ACD_IN • PREROUTE_DIRECT_AGENT • TRANSFER • OTHER_IN • OUT • AGENT_INSIDE • CONSULT • CONFERENCE • SUPERVISOR_MONITOR • OUTBOUND • OUTBOUND_PREVIEW • DNIS—The DNIS provided. For routed calls, this is the route point. • wrapUpReason—Description of the call. • queueNumber—The Id of the agent Skill Group queue. • queueName—Name of the agent Skill Group the that the call is attributed to. • callKeyCallId—Unique number of the call routed on a particular day. • callKeyPrefix—The day when the call is routed. • callKeySequenceNum—The sequence number of the call. • Variables by name—The name indicates whether it is a call variable or an ECC variable. Call variable names to start with callVariable#, where # refers to 1–10. ECC variable names (both scalar and array) are prepended with the user. ECC variable arrays include an index that is enclosed within square brackets that are located at the end of the ECC array name. • The following call variables provide additional details about an Outbound Option call: • BACampaign • BAAccountNumber • BAResponse Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 485 Cisco Finesse JavaScript APIs DialogBase

• BAStatus • PREDICTIVE_OUTBOUND—A predictive outbound call. • PROGRESSIVE_OUTBOUND—A progressive outbound call. • PREVIEW_OUTBOUND_RESERVATION—The agent is reserved for a preview outbound call. • PREVIEW_OUTBOUND—The agent is on a preview outbound call. • BADialedListID • BATimeZone • BABuddyName getMediaType() Retrieves the media type. Returns {String} The media type. getParticipants() Retrieves a list of participants from the dialog object. {Array} The array list of participants. The participant entity properties are as follows: • state—The last participant state in a dialog. • stateCause—The state cause of the participant. • mediaAddress—The media address of the participant. • startTime—The start time of the participant. • stateChangeTime—The time when the participant state has changed. • actions—These are the actions that a participant can perform. getState() Retrieves the dialog state. Returns {String} The dialog state. For additional parameters and methods, see RestBase Common Parameters, on page 450. DialogLogoutActions Class finesse.restservices.DialogLogoutActions Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 486 Cisco Finesse JavaScript APIs DialogLogoutActions

Represents the logout actions for media tasks (non-voice dialogs). The actions are performed on the dialog when the user logs out. Field Details Description Name The user sets the action to close active dialogs when logged out. CLOSE The user sets the action to transfer active dialogs when logged out. TRANSFER Method isValidAction(action) Determines whether the logout action is valid. Parameters Required Description Type Name Yes The action to evaluate. String action Returns {Boolean} True if the action is valid and false if it is not valid. Dialogs Class finesse.restservices.Dialogs Extends finesse.restservices.RestCollectionBase Represents a collection of dialog objects. Example _dialogs = _user.getDialogs({ onCollectionAdd: _handleDialogAdd, onCollectionDelete: _handleDialogDelete, onLoad: _handleDialogsLoaded }); _dialogCollection = _dialogs.getCollection(); for (var dialogId in _dialogCollection) { if (_dialogCollection.hasOwnProperty(dialogId)) { _dialog = _dialogCollection[dialogId]; etc... } } For additional parameters and methods, see RestCollectionBase Common Parameters, on page 452. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 487 Cisco Finesse JavaScript APIs Dialogs

Field Details Description Name Unique identifier of the request reaper timeout. REQUESTID_REAPER_TIMEOUT Method getDialogCount(excludeSilentMonitor) Retrieves the number of dialogs in the collection. The excludeSilentMonitor parameter is provided as an option to exclude dialogs with the call type of SUPERVISOR_MONITOR from the count. Parameters Required Description Type Name Yes Determines whether the dialogs with the call type of SUPERVISOR_MONITOR is to be excluded from the count. Boolean excludeSilentMonitor Returns {Number} The number of dialogs in the collection. For additional parameters and methods, see RestCollectionBase Common Parameters, on page 452. Queue Class finesse.restservices.Queue Extends finesse.restservices.RestBase Common Parameters Represents a queue (or skill group in Unified CCE) and contains the URI, name, and statistics for that queue. Queue statistics include the number of calls in queue, the start time of the longest call in the queue, and the number of agents in each state. This class is only applicable to Unified CCE. Note Methods getId() Retrieves the queue Id. Returns {String} The Id of the Queue. getName() Retrieves the queue name. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 488 Cisco Finesse JavaScript APIs Queue

Returns {String} The name of the queue. getStatistics() Retrieves the queue statistics. The following are the supported statistics: • agentsBusyOther • agentsLoggedOn • agentsNotReady • agentsReady • agentsTalkingInbound • agentsTalkingInternal • agentsTalkingOutbound • agentsWrapUpNotReady • agentsWrapUpReady • callsInQueue • startTimeOfLongestCallInQueue Individual statistics can be accessed through dot notation. For example, getStatistics().callsInQueue. Returns {Object} The object with different statistics as properties. For additional parameters and methods, see RestBase Common Parameters, on page 450. Queues Class finesse.restservices.Queues Extends finesse.restservices.RestCollectionBase Represents a collection of Queue objects. For more information, see Queue, on page 138. External subscriptions to the Queues for queue stats notifications will have a performance impact. This is not qualified for third-party gadget subscriptions. Note Example _queues = _user.getQueues({ onCollectionAdd: _handleQueueAdd, onCollectionDelete: _handleQueueDelete, onLoad: _handleQueuesLoaded }); _queueCollection = _queues.getCollection(); Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 489 Cisco Finesse JavaScript APIs Queues

for (var queueId in _queueCollection) { if (_queueCollection.hasOwnProperty(queueId)) { _queue = _queueCollection[queueId]; etc... } } For additional parameters and methods, see RestCollectionBase Common Parameters, on page 452. Team Class finesse.restservices.Team Extends finesse.restservices.RestBase Common Parameters Represents a team and contains the URI, team name, and the users associated with the team. The Team object does not contain a full user object for each of the team's users, but a summary object that contains the User URI, loginId, firstName, lastName, ReasonCode, and extension parameters. Example var _team = new finesse.restservices.Team({ id: id, onLoad: _onTeamLoad, onChange: _onTeamChange, onError: _onTeamError }) For additional parameters and methods, see RestBase Common Parameters, on page 450. Methods getId() Retrieves the team Id. Returns {String} The Id of the team. getName() Retrieves the team name. Returns {String} The name of the team. getUsers(options) Retrieves a collection of the users in the team. Parameters Description Type Name Options for the Users collection object. For additional parameters and methods, see RestCollectionBase Common Parame Object options Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 490 Cisco Finesse JavaScript APIs Team

Returns {Object} The collection of User object representing the users in the team. For additional parameters and methods, see RestBase Common Parameters, on page 450. TeamNotReadyReasonCode Class finesse.restservices.TeamNotReadyReasonCode Represents a Not Ready reason code that is configured for the team. Example new_team.getTeamNotReadyReasonCode({ id: id, onLoad: _onTeamLoad, onChange: _onTeamChange, onError: _onTeamError }) For additional parameters and methods, see RestBase Common Parameters, on page 450. Methods getCategory() Retrieves the category of the reason code. Returns {String} The category of the reason code. getCode() Retrieves the code associated with the reason code. Returns {String} The code for the reason code. getForAll() Retrieves the forAll property value. Returns {String} The forAll property value. getLabel() Retrieves the label associated with the reason code. Returns {String} The label associated with the reason code. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 491 Cisco Finesse JavaScript APIs TeamNotReadyReasonCode

getSystemCode() Retrieves the system code value. The system code is the reserved status of the reason code. This is supported from Cisco Finesse, Release 11.6(1) ES1 onwards. Returns {String} The value for systemCode. getUri() Retrieves the URI value. Returns {String} The URI value. TeamNotReadyReasonCodes Class finesse.restservices.TeamNotReadyReasonCodes Extends finesse.restservices.RestCollectionBase Represents the list of Not Ready reason codes configured for the team as a collection of TeamNotReadyReasonCode objects. Example new_team.getTeamNotReadyReasonCodes({ id: id, onLoad: _onTeamLoad, onChange: _onTeamChange, onError: _onTeamError }) For additional parameters and methods, see RestCollectionBase Common Parameters, on page 452. TeamSignOutReasonCodes Class finesse.restservices.TeamSignOutReasonCodes Represents a collection of TeamSignOutReasonCode objects and also exposes methods to operate on the object against the server. Example new_team.getTeamSignOutReasonCodes({ id: id, onLoad: _onTeamLoad, onChange: _onTeamChange, onError: _onTeamError }) For additional parameters and methods, see RestCollectionBase Common Parameters, on page 452. Methods get() Retrieves the sign out reason codes. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 492 Cisco Finesse JavaScript APIs TeamNotReadyReasonCodes

Returns {finesse.restservices.TeamSignOutReasonCodes} The TeamSignOutReasonCodes object. getRestUrl() Retrieves the URL for the SignOutReasonCodes resource. update(newValues, handlers) Updates the sign out reason codes with new values. Parameters Required Description Type Name Yes The new values to be set which is triggered after user signs out such as, reasoncode name, label or code, global status. Object newValues Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers Returns {finesse.restservices.TeamSignOutReasonCodes} The TeamSignOutReasonCodes object. Media Class finesse.restservices.Media Extends finesse.restservices.RestCollectionBase Represents a non-voice media channel such as, chat or email. This object can be used to perform various actions in the media channel such as, logging into, or logging out of the media channel, setting the state of the user for the media channel (Ready, Not Ready), setting the maximum allowed number of dialogs for this media, and so on. Example _mediaCollection = mediaList.getCollection(); if (_mediaCollection.hasOwnProperty(_emailMediaId)) { media = _mediaCollection[_emailMediaId]; media.login({ maxDialogLimit: 5, interruptAction: 'ACCEPT', dialogLogoutAction: 'CLOSE', handlers: _handlers }); ... } } For additional parameters and methods, see RestCollectionBase Common Parameters, on page 452. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 493 Cisco Finesse JavaScript APIs Media

Methods getDialogLogoutAction() Retrieves the action that is taken when the agent logs out with dialogs that are associated with the media. Returns {String} The action taken when dialog logs out. The actions are: • CLOSE—The dialog is closed. • TRANSFER—The dialog is transferred to another agent. getId() Retrieves the Id. Returns {String} The Id. getInterruptAction() Retrieves the action that is taken when the media is interrupted. Returns {String} The action taken when media is interrupted. The actions are: • ACCEPT—The interrupt is accepted and the agent is not allowed to work on tasks in the media. • IGNORE—The interrupt is ignored and the agent is allowed to work on tasks in the media. getInterruptible() Retrieves whether the media is interruptible. Returns {Boolean} True if interruptible and false if it is not interruptible. getMaxDialogLimit() Retrieves the maximum number of dialogs that are allowed in the media. Returns {String} The maximum number of dialogs in the media. getMediaDialogs(handlers) Retrieves the MediaDialogs collection object that is associated with the user in the media. Example First call: _mediaDialogs = _media.getMediaDialogs({ onLoad: _handleMediaDialogsLoad, onChange: _handleTeamChange, onAdd: _handleMediaDialogAdd, Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 494 Cisco Finesse JavaScript APIs Media

onDelete: _handleMediaDialogDelete, onError: _errorHandler }); Subsequent calls on the same object, after the media dialogs are loaded: ... _mediaDialogsNew = _media.getMediaDialogs(); _dialogsCollection = _mediaDialogsNew.getCollection(); ... Parameters Required Description Type Name Optional An object containing callback functions which are invoked when the callback scenario is triggered. To find the list of callback scenarios, see RestCollectionBase Common Parameters, on page 452. Object handlers Returns {finesse.restservices.MediaDialogs} The MediaDialogs object. getMediaId() Retrieves the media Id Returns {String} The media Id. getName() Retrieves the media name. Returns {String} The media name. getReasonCodeId() Retrieves the reason code Id. Returns {String} The reason code Id. getReasonCodeLabel() Retrieves the reason code label. Returns {String} The reason code label. getRoutable() Retrieves whether the user is routable in the media. Returns Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 495 Cisco Finesse JavaScript APIs Media

{Boolean} True if routable, and false if the value is not routable. getState() Retrieves the state of the user in the media. Returns {String} The current (or last fetched) state of the user in the media. isInterruptible() Retrieves whether the user is interruptible in the media. Returns {Boolean} True if the user is interruptible, and false if the user is not interruptible. isInWorkState() Retrieves whether the user is in work state in the media. Returns {boolean} True if the media is in work state, and false if it is not in the work state. isLoggedIn() Retrieves whether the user is in any state except LOGOUT in the media. Returns {boolean} True if the agent is in any state except LOGOUT in the media. isRoutable() Retrieves if the user is routable in the media. Returns {Boolean} True if the user is routable, and false if the user is not routable. login(params) Logs the agent into the media. Parameters Required Description Type Name Yes An media object with options. Object params Yes The maximum number of dialogs that are allowed in the media. For more information, see getMaxDialogLimit(), on page 494. String -->maxDialogLimit Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 496 Cisco Finesse JavaScript APIs Media

Required Description Type Name Yes The action that is taken when the media is interrupted. The actions are: • ACCEPT • IGNORE For more information, see getInterruptAction(), on page 494. String -->interruptAction Yes The action taken with the dialogs that are associated with the media when the agent logs out. The actions are: • CLOSE • TRANSFER For more information, see getDialogLogoutAction(), on page 494. String -->dialogLogoutAction Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object -->handlers If maxDialogLimit, interruptAction, and dialogLogoutAction are not present, then the loginOptions specified in the call to finesse.restservices.MediaList.getMedia is used. Note Returns {finesse.restservices.Media} The media object. logout(reasonCode, params) Logs out the agent from the media. Parameters Required Description Type Name Yes The reasonCode for the user to log out of the media. Pass null as the first parameter if no reason code is associated with the log out event. String reasonCode Yes An media object. Object params Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object -->handlers Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 497 Cisco Finesse JavaScript APIs Media

Returns {finesse.restservices.Media} The media object. refresh(retries) Refreshes the media object and optionally refreshes the list of media dialogs that are associated with the object. Parameters Required Description Type Name Yes The number of attempts to retry synchronizing the media object. Integer retries refreshMediaDialogs() Refreshes the dialog collection that is associated with the media. The refresh happens only if the media dialogs are initialized. setMediaOptions(mediaOptions) Sets the maxDialogLimit, interruptAction, and dialogLogoutAction settings that the application uses for the media. During a failure, these options are set in the new Cisco Finesse server. Parameters Required Description Type Name Yes An media object with options. Object mediaOptions Yes The maximum number of dialogs that are allowed in the media. For more information, see #unique_399 unique_ 399_Connect_42_d15e137. String -->maxDialogLimit Yes The action that is taken when the media is interrupted. The actions are: • ACCEPT • IGNORE For more information, see #unique_399 unique_ 399_Connect_42_d15e89. String -->interruptAction Yes The action taken with the dialogs that are associated with the media when the agent logs out. The actions are: • CLOSE • TRANSFER For more information, see #unique_399 unique_ 399_Connect_42_d15e43. String -->dialogLogoutAction Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 498 Cisco Finesse JavaScript APIs Media

setRoutable(options) Sets the routable status in the media. Parameters Required Description Type Name Yes An media object with options. Object options Yes Determines whether the agent is routable or not. String -->routable Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object -->handlers Returns {finesse.restservices.Media} The media object. setState(newState, reasonCode, params) Sets the state of the user in the media. Example _media.setState(finesse.restservices.Media.States.NOT_READY, { id: _reasonCodeId }, { handlers: { success: _handleStateChangeSuccess, error: handleStateChangeError } }); Parameters Required Description Type Name Yes The new state of the user in the media. String newState Yes The reasonCode for the user to log out of the media. Pass null as the first parameter if no reason code is associated with the log out event. String reasonCode Yes An media object with options. Object params Yes The maximum number of dialogs that are allowed in the media. For more information, see #unique_399 unique 399_Connect_42_d15e137. String -->maxDialogLimit Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 499 Cisco Finesse JavaScript APIs Media

Required Description Type Name Yes The action that is taken when the media is interrupted. The actions are: • ACCEPT • IGNORE For more information, see #unique_399 unique_ 399_Connect_42_d15e89. String -->interruptAction Yes The action taken with the dialogs that are associated with the media when the agent logs out. The actions are: • CLOSE • TRANSFER For more information, see #unique_399 unique_ 399_Connect_42_d15e43. String -->dialogLogoutAction Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object -->handlers Returns {finesse.restservices.Media} The media object. Media.States Class finesse.restservices.Media.States Contains the various states that a non-voice media can be set to. This can be used for setting state in finesse.restservices.Media.setState, or comparing the state which is got from finesse.restservices.Media.getState. Field Details Description Field The dialog has been interrupted by a dialog from another Media Routing Domain (MRD). INTERRUPTED The logged-in user on a non-voice media. This is an action and not a state. A logged-in user is always in a specific state (READY or NOT_READY). Note LOGIN The user is logged out from the media. LOGOUT The user is not ready in the media. NOT_READY Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 500 Cisco Finesse JavaScript APIs Media.States

Description Field The user is ready for activity in the media. READY The user has a dialog coming in, but has not accepted it. RESERVED The user enters this state when failing over from one Cisco Finesse to the other or when failing over from one PG side to the other. WORK MediaDialog Class finesse.restservices.MediaDialog Extends finesse.restservices.DialogBase Represents a non-voice media dialog and also exposes the methods to perform actions on the media dialog. For example, accepting, starting, pausing, resuming, transferring, closing, and so on. Example _MediaDialogs = _media.getMediaDialogs({ onCollectionAdd: _handleDialogAdd, onCollectionDelete: _handleDialogDelete, onLoad: _handleMediaDialogsLoaded }); _dialogCollection = _MediaDialogs.getCollection(); for (var mediadialogId in _dialogCollection) { if (_dialogCollection.hasOwnProperty(dialogId)) { _mediadialog = _dialogCollection[mediadialogId]; etc... } } For additional parameters and methods, see RestBase Common Parameters, on page 450. Methods setTaskState(action, handlers, target) Sets the state on a media dialog based on the action given. Example _mediaDialog.setTaskState(finesse.restservices.MediaDialog.TaskActions.ACCEPT, { success: _handleAcceptSuccess, error: _handleAcceptError }, null) Parameters Required Description Type Name Yes The action is invoked when the media dialog is set. String action Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 501 Cisco Finesse JavaScript APIs MediaDialog

Required Description Type Name Yes The script selector or dialed number to which the dialog is being transferred. Pass the target as null if the task is not related to transfer. String target transfer(target, handlers) Transfers a media dialog to the specified target. Required Description Type Name Yes The script selector or dialed number to which the dialog is being transferred. String target Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers MediaDialog.States Class finesse.restservices.MediaDialog.States Contains the various states in a non-voice media dialog. This can be used to compare the state of the non-voice media dialog, got from the method finesse.restservices.MediaDialog.getState. Field Details Description Field The user accepted the offered dialog. ACCEPTED The dialog has at least one active participant and the user has started working on the accepted dialog. ACTIVE The dialog is ended. CLOSED The dialog is interrupted by a dialog from another MRD. INTERRUPTED The dialog is offered to a user. OFFERED The user has paused an active dialog. PAUSED The Cisco Finesse server or PG has recovered a dialog after a failure. It does not have enough information to build a complete set of actions for the task; so it only allows the user to end the task. UNKNOWN The user is wrapping up for a dialog. WRAPPING_UP Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 502 Cisco Finesse JavaScript APIs MediaDialog.States

MediaDialog.TaskActions Class finesse.restservices.MediaDialog.TaskActions Contains the various task actions that can be performed on a non-voice media dialog. This is used for setting task state in finesse.restservices.MediaDialog.setTaskState. Field Details Description Field The user accepts an incoming task. ACCEPT The user ends a task. CLOSE The user pauses work on an active task. PAUSE The user resumes work on a paused task. RESUME The user starts work on an accepted task. START The user transfers an accepted, active, or paused task to another script selector or dialed number (target). TRANSFER The user wraps up work for a task. WRAP_UP MediaDialogs Class finesse.restservices.MediaDialogs Extends finesse.restservices.Dialogs Represents the list of non-voice media dialogs in a media channel. Fetches the list from the corresponding media, finesse.restservices.Media.getMediaDialogs. Extracts the Individual media dialogs from the media list using their Id. Example _MediaDialogs = _media.getMediaDialogs({ onCollectionAdd: _handleDialogAdd, onCollectionDelete: _handleDialogDelete, onLoad: _handleMediaDialogsLoaded }); _dialogCollection = _MediaDialogs.getCollection(); for (var dialogId in _dialogCollection) { if (_dialogCollection.hasOwnProperty(dialogId)) { _dialog = _dialogCollection[dialogId]; etc... } } For additional parameters and methods, see RestCollectionBase Common Parameters, on page 452. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 503 Cisco Finesse JavaScript APIs MediaDialog.TaskActions

Method getMedia() Retrieves the associated media object. Returns {finesse.restservices.Media} The Media object. MediaList Class finesse.restservices.MediaList Extends finesse.restservices.RestCollectionBase Represents the list of non-voice media such as chat and email for an agent. The media list available for an agent can be procured from the finesse.restservices.User object, which corresponds to the agent. Individual media channels can be extracted from the media list using their Id. Example mediaList = _user.getMediaList({ onCollectionAdd: _handleMediaAdd, onCollectionDelete: _handleMediaDelete, onLoad: _handleMediaListLoaded }); _mediaCollection = mediaList.getCollection(); for (var mediaId in _mediaCollection) { if (_mediaCollection.hasOwnProperty(mediaId)) { media = _mediaCollection[mediaId]; etc... } } For additional parameters and methods, see RestCollectionBase Common Parameters, on page 452. Method getMedia(options) Retrieves a specific media with the Id passed from the MediaList collection. Example var media = mediaList.getMedia({ id: mediaId, onLoad: _onloadCallback, onChange: _onChangeCallback, onAdd: _onAddCallback, onDelete: _onDeleteCallback, onError: _onErrorCallback, mediaOptions: { maxDialogLimit: _dialogLimit, } }); Parameters Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 504 Cisco Finesse JavaScript APIs MediaList

Description Type Name Options for the media object. For additional parameters and methods, see RestBase Common P Object options Returns {finesse.restservices.Media} The Media object. MediaOptionsHelper Class finesse.restservices.MediaOptionsHelper Synchronizes media login options after recovering from a connection or system failure. This class ensures that when the Cisco Finesse server application fails over, it has the same maxDialogLimit, interruptAction, and dialogLogoutAction as the previous Cisco Finesse server. Example _optionsHelper = new MediaOptionsHelper(media, mediaOptions); Method init(media, mediaOptions) Initializes a helper class that is used to recover media objects following a connectivity failure or component failure. These failures may be related to either Cisco Finesse or Cisco Unified CCE services or both. Initializes the failover helper to manage the recovery of the given media object. Parameters Required Description Type Name Yes The media object to recover. Object media Yes The options for the media object. Object mediaOptions Yes The maximum number of dialogs that are allowed in the media. For more information, see #unique_406 unique 406_Connect_42_d15e137. String -->maxDialogLimit Yes The action that is taken when the media is interrupted. The actions are: • ACCEPT • IGNORE For more information, see #unique_406 unique 406_Connect_42_d15e89. String -->interruptAction Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 505 Cisco Finesse JavaScript APIs MediaOptionsHelper

Required Description Type Name Yes The action taken with the dialogs that are associated with the media when the agent logs out. The actions are: • CLOSE • TRANSFER For more information, see #unique_406 unique_ 406_Connect_42_d15e43. String -->dialogLogoutAction MediaOptionsHelper.States Class finesse.restservices.MediaOptionsHelper.States Contains the various MediaOptionsHelper state values. Field Details Description Name The media is synchronized with the Cisco Finesse server and the options are monitored for changes. MONITORING_OPTIONS The media login request is sent to Cisco Finesse to set the correct media options. SETTING_OPTIONS MediaPropertiesLayout Class finesse.restservices.MediaPropertiesLayout Extends finesse.restservices.RestBase Common Parameters Represents the appearance of media properties in the call control gadget on the agent or supervisor desktop. Media properties are carried in Dialog objects. Administrators can create and customize multiple layouts for media properties. Example _mediaPropLayout = new finesse.restservices.MediaPropertiesLayouts({ "onLoad": _onLoadHandler, "onError": _onErrorHandler, "onChange": _onChangeHandler }); For additional parameters and methods, see RestBase Common Parameters, on page 450. Methods get() Retrieves the media properties layout. This call re-queries the server and refreshes the layout object. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 506 Cisco Finesse JavaScript APIs MediaOptionsHelper.States

Returns {finesse.restservices.MediaPropertiesLayout} The MediaPropertiesLayout object. getData() Retrieves the data for the object. Performs safe conversion from raw API data to ensure the returned layout. The object has a header with correct entry fields and exactly two columns with lists of entries. Returns {finesse.restservices.MediaPropertiesLayout.Object} The data in columns (unless only one defined). getDescription() Retrieves the description. Returns {String} The description. getName() Retrieves the name. Returns {String} The name. getType() Retrieves the layout type DEFAULT or CUSTOM. Returns {String} The layout type DEFAULT or CUSTOM. ChatConfig Class finesse.restservices.ChatConfig Represents the ChatConfig object and exposes methods to operate on the object against the server. The ChatConfig object is a container element that holds the Cisco Finesse chat configuration and URLs of the primary and secondary chat servers. Example _chatcfg = new finesse.restservices.ChatConfig({ "onLoad": _onLoadHandler, "onError": _onErrorHandler, "onChange": _onChangeHandler }); Field Details Description Name Determines whether the object supports subscriptions. For more information, see Subscription Support, on page 455. supportsSubscriptions Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 507 Cisco Finesse JavaScript APIs ChatConfig

Methods get() Retrieves the ChatConfig settings. Returns {finesse.restservices.ChatConfig} The ChatConfig object. getPrimaryNode() Retrieves the primary node of the chat server. Returns {String} The primary node of the chat server. getRestClass() Retrieves the REST class for the ChatConfig object. getRestType() Retrieves the REST type for the ChatConfig object. getRestUrl() Retrieves the URL for the ChatConfig resource. Returns {String} The URL for the ChatConfig resource. getSecondaryNode() Retrieves the secondary node (if any) of the chat server. Returns {String} The secondary node of the chat server. update(chatSettings, handlers) Updates the chat configuration settings. Parameters Required Description Type Name Yes The chat server settings which you want to configure. Object chatSettings Optional An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers Returns Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 508 Cisco Finesse JavaScript APIs ChatConfig

{finesse.restservices.ChatConfig} The ChatConfig object. ECCVariableConfig Class finesse.restservices.ECCVariableConfig Represents the ECCVariableConfig object and also exposes methods to operate on the object against the server. Example _eccvariableconfig = new finesse.restservices.ECCVariableConfig({ onLoad: _onLoadECCVariableConfig }) Field Details Description Name Determines whether the object supports subscriptions. For more information, see Subscription Support, on page 455. supportsSubscriptions Methods get() Retrieves the ECCVariableConfig settings. Returns {finesse.restservices.ECCVariableConfig} The ECCVariableConfig object. getRestClass() Retrieves the REST class for the current object and this is the ECCVariableConfig object. getRestType() Retrieves the REST type for the current object and this is ECCVariableConfig. getRestUrl() Retrieves the URL for the ECCVariableConfig resource. Returns {String} The URL for the ECCVariableConfig resource. Contact Class finesse.restservices.Contact Extends finesse.restservices.RestBase Common Parameters Represents the collection of Contact objects. A Contact is a single entry in a phone book, consisting of a first name, last name, phone number, and description. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 509 Cisco Finesse JavaScript APIs ECCVariableConfig

Example _contacts = _phonebook.getContacts({ onCollectionAdd: _handleContactAdd, onCollectionDelete: _handleContactDelete, onLoad: _handleContactsLoaded }); _contactCollection = _contacts.getCollection(); for (var contactId in _contactCollection) { if (_contactCollection.hasOwnProperty(contactId)) { _contact = _contactCollection[contactId]; etc... } } For additional parameters and methods, see RestBase Common Parameters, on page 450. Methods getDescription() Retrieves the description for a contact. Returns {String} The description for a contact. getFirstName() Retrieves the first name of a contact. Returns {String} The first name of a contact. getLastName() Retrieves the last name of a contact. Returns {String} The last name of a contact. getPhoneNumber() Retrieves the phone number. Returns {String} The phone number. Contacts Class finesse.restservices.Contacts Extends finesse.restservices.RestCollectionBase Represents the Contacts collection object and also exposes methods to operate on the object against the server. Example Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 510 Cisco Finesse JavaScript APIs Contacts

_contacts = _phonebook.getContacts({ onCollectionAdd: _handleContactAdd, onCollectionDelete: _handleContactDelete, onLoad: _handleContactsLoaded }); _contactCollection = _contacts.getCollection(); for (var contactId in _contactCollection) { if (_contactCollection.hasOwnProperty(contactId)) { _contact = _contactCollection[contactId]; etc... } } For additional parameters and methods, see RestCollectionBase Common Parameters, on page 452. InterruptActions Class finesse.restservices.InterruptActions InterruptActions are used during non-voice media login. These consist of the actions to be taken when the dialog has been interrupted by a dialog from another Media Routing Domain (MRD). Dialogs can be interrupted if they are in the ACTIVE, PAUSED, or WRAPPING UP states. While a dialog is interrupted, all actions for that dialog are disabled. The following are the action values. • ACCEPT • IGNORE Field Details Description Field The interrupt is accepted and the agent is not allowed to work on dialogs. ACCEPT The interrupt is ignored and the agent is allowed to work on dialogs. IGNORE Method isValidAction(action) Determines whether the action is valid dialog logout. Parameters Required Description Type Name Yes Action to evaluate the dialog. String action Returns {Boolean} True if the action is valid; otherwise it returns false. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 511 Cisco Finesse JavaScript APIs InterruptActions

PhoneBook Class finesse.restservices.PhoneBook Extends finesse.restservices.RestBase Common Parameters PhoneBook is a list of contacts available to a user for a quick dial. PhoneBooks are assigned globally (to all agents) or to specific teams. Example _phoneBooks = _user.getPhoneBooks({ onCollectionAdd: _handlePhoneBookAdd, onCollectionDelete: _handlePhoneBookDelete, onLoad: _handlePhoneBooksLoaded }); _phoneBookCollection = _phoneBooks.getCollection(); for (var phoneBookId in _phoneBookCollection) { if (_phoneBookCollection.hasOwnProperty(phoneBookId)) { _phoneBook = _phoneBookCollection[phoneBookId]; etc... } } For additional parameters and methods, see RestBase Common Parameters, on page 450. Methods getContacts(handlers) Retrieves the collection of contact objects that is part of the PhoneBook. Parameters Required Description Type Name Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers Returns {finesse.restservices.Contacts} The Contacts object. getEmbeddedContacts() Retrieves either a URI or collection of contacts. Returns {String} The URI or finesse.restservices.Contacts object. getName() Retrieves the name of the PhoneBook. Returns {String} The name of the PhoneBook. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 512 Cisco Finesse JavaScript APIs PhoneBook

getType() Retrieves the PhoneBook type. The following are the two types of PhoneBooks. • GLOBAL—By default, available to all agents. Cisco Finesse supports a maximum of 10 global PhoneBooks. • TEAM—The administrator assigns the PhoneBooks to a specific team. Cisco Finesse supports a maximum of 300 team PhoneBooks. Returns {String} The PhoneBook type. PhoneBooks Class finesse.restservices.PhoneBooks Extends finesse.restservices.RestCollectionBase Represents the phone book collection object. Example _phoneBooks = _user.getPhoneBooks({ onCollectionAdd: _handlePhoneBookAdd, onCollectionDelete: _handlePhoneBookDelete, onLoad: _handlePhoneBooksLoaded }); _phoneBookCollection = _phoneBooks.getCollection(); for (var phoneBookId in _phoneBookCollection) { if (_phoneBookCollection.hasOwnProperty(phoneBookId)) { _phoneBook = _phoneBookCollection[phoneBookId]; etc... } } For additional parameters and methods, see RestCollectionBase Common Parameters, on page 452. ReasonCodeLookup Class finesse.restservices.ReasonCodeLookup Extends finesse.restservices.RestBase Common Parameters Retrieves the ReasonCode using the reason code value and category provided by the user. Method lookupReasonCode(handlers, reasonCodeValue, reasonCodeCategory) Performs a GET operation against the Cisco Finesse server, for looking up the reason code with its reason code value, and category. Example new finesse.restservices.ReasonCodeLookup().lookupReasonCode({ success: _handleReasonCodeGet, error: _handleReasonCodeGetError Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 513 Cisco Finesse JavaScript APIs PhoneBooks

}, '32762', 'NOT_READY'); _handleReasonCodeGet(_reasonCode) { var id = _reasonCode.id; var uri = _reasonCode.uri; var label = _reasonCode.label; ... } Parameters Required Description Type Name Yes An object containing the handlers for the request. For more information on handlers, see Request Handlers, on page 447. Object handlers Yes The lookup code for the reasonCode value. String reasonCodeValue Yes The lookup category for the reasonCode. The possible values are NOT_READY and LOGOUT. String reasonCodeCategory ReasonCodes Class finesse.restservices.ReasonCodes Represents an array of reasonCode objects. An object of this class is passed as a parameter for a success callback after fetching the reasonCodes available for the user using finesse.restservices.User.getNotReadyReasonCodes or finesse.restservices.User.getSignOutReasonCodes. Example _user.getNotReadyReasonCodes({ success: handleNotReadyReasonCodesSuccess, error: handleNotReadyReasonCodesError }); handleNotReadyReasonCodesSuccess = function(reasonCodes) { for (var i = 0; i < reasonCodes.length; i++) { var reasonCode = reasonCodes[i]; var reasonCodeId = reasonCode.id; var reasonCodeLabel = reasonCode.label; } } } For more information on handlers, see Request Handlers, on page 447. SystemInfo Class finesse.restservices.SystemInfo Extends finesse.restservices.RestBase Common Parameters Represents the SystemInfo object. For more information, see SystemInfo, on page 514. Example var systeminfo = new finesse.restservices.SystemInfo('',{ Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 514 Cisco Finesse JavaScript APIs ReasonCodes

onLoad: handleSystemInfoOnLoad, onChange: handleSystemInfoOnChange }); systeminfo.getCtiMMode(); Methods getAlternateHost() Retrieves the FQDN of the alternate Finesse host and this is used for failover purposes. Returns {String} The FQDN (if properly configured) of the alternate node, defaults to primary if no match is found, and undefined for the single-node deployments. For example, if the desktop is connected to the primary Finesse node, this method will return FQDN of the secondary Finesse node, and vice-versa. getCtiVersion() Retrieves the CTI version for the current deployment. Example systeminfo.getCtiVersion(); Returns {String} The CTI version used in the Cisco Finesse to connect the CTI server. getCurrentTimestamp() Retrieves the current timestamp from the SystemInfo object. This is used to calculate the time drift between the server and the client. Example systeminfo.getCurrentTimestamp(); Returns {String} The time (GMT) in the format: yyyy-MM-dd'T'HH:mm:ss'Z' getDeploymentType() Retrieves the deployment type Unified CCE or Unified CCX. Example systeminfo.getDeploymentType(); Returns {String} The deployment type, which is either Unified CCE or Unified CCX. getHeartbeatInterval() Retrieves the ctiHeartbeatInterval for the current deployment. This represents the interval of heartbeats between the Cisco Finesse server and CTI server (in seconds) that helps in failover time calculation. Returns Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 515 Cisco Finesse JavaScript APIs SystemInfo

{String} The ctiHeartbeatInterval between the Cisco Finesse server and the CTI server. getLastCTIHeartbeatStatus() Retrieves the lastCTIHeartbeatStatus. The lastCTIHeartbeatStatus provides the success or failure of the last heartbeat sent to the CTI server. This can be used to determine whether the Cisco Finesse side is healthy or not. If three consecutive heartbeats fail, the CTI server gets disconnected. • success—The last CTI heartbeat was successful. • failure—The last CTI heartbeat was unsuccessful. Returns {finesse.restservices.SystemInfo.lastCTIHeartbeatStatus} The last Heartbeat status (success or failure) to CTI. getlicense() Retrieves the license and is applicable only to Unified CCX deployment. Returns {String} The Unified CCX deployment license details. Otherwise, an empty string. getPeripheralId() Retrieves the peripheral Id that Cisco Finesse is connected to. The peripheral Id refers to the Id of the PG Routing Client (PIM). Returns {String} The Id of the Unified CCE peripheral to which Cisco Finesse is connected. For Unified CCX, it returns an empty string. getStatus() Retrieves the status of the Cisco Finesse server. The possible values are: • IN_SERVICE • OUT_OF_SERVICE Returns {finesse.restservices.SystemInfo.Statuses} The system status. getStatusReason() Retrieves the reason for Cisco Finesse being OUT_OF_SERVICE. Returns {String} Returns the status reason if the Cisco Finesse is OUT_OF_SERVICE. Otherwise, an empty string when Cisco Finesse status is IN_SERVICE. getSystemAuthMode() Retrieves the system authentication mode for the current deployment. The possible values are SSO or non-SSO. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 516 Cisco Finesse JavaScript APIs SystemInfo

Returns {String} The system authentication mode for the current deployment. getXmppDomain() Retrieves the XMPP domain of the system. The XMPP servers such as Openfire require to identify the domain that they serve. Hence, configure the XMPP domain which is the JID value. Returns {String} The XMPP domain. getXmppPubSubDomain() Retrieves the XMPP PubSub domain of the system. For third-party applications to identify the domain of the server PubSubDomain is required. Returns {String} The XMPP PubSub domain. isSingleNode() Confirms whether the deployment is a single-node deployment by checking for the existence of the secondary node in the SystemInfo. Returns {Boolean} True for single-node deployments, else false. SystemInfo.Statuses Class finesse.restservices.SystemInfo.Statuses Represents the system information status values. The possible values are IN_SERVICE and OUT_OF_SERVICE. Field Details Description Field The system is in service and usual operations are accepted. IN_SERVICE The system is out of service, and usual operations result in a 503 Service Unavailable response. OUT_OF_SERVICE WrapUpReason Class finesse.restservices.WrapUpReason Extends finesse.restservices.RestBase Common Parameters Represents the reasons that agents can apply to calls. The administrator configures the WrapUp reasons to be available globally to all agents or only to specific teams. Finesse supports WrapUp functionality for incoming Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 517 Cisco Finesse JavaScript APIs SystemInfo.Statuses

calls, outgoing calls, and outbound option dialer calls (Finesse does not support outbound option direct preview mode). WrapUp reasons are set on a per-call basis. If you apply a WrapUp reason for a call, the same is reflected on the desktops of all other participants (agents) of the call. Finesse desktop users can enter a WrapUp reason during a call or while you are in WrapUp state after the call ends (this includes usual call termination, transfer, and conference drop scenarios). The WrapUp reason is a code and the description identifies a particular reason that a user is in WORK (WrapUp) mode. Example _wrapUpReasons = _user.getWrapUpReasons({ onCollectionAdd: _handleWrapUpReasonAdd, onCollectionDelete: _handleWrapUpReasonDelete, onLoad: _handleWrapUpReasonsLoaded }); _wrapUpReasonCollection = _wrapUpReasons.getCollection(); for (var wrapUpReasonId in _wrapUpReasonCollection) { if (_wrapUpReasonCollection.hasOwnProperty(wrapUpReasonId)) { _wrapUpReason = _wrapUpReasonCollection[wrapUpReasonId]; etc... } } For additional parameters and methods, see RestBase Common Parameters, on page 450. Method getLabel() Retrieves the WrapUp reason label. Returns {String} The WrapUp reason label. WrapUpReasons Class finesse.restservices.WrapUpReasons Extends finesse.restservices.RestCollectionBase Represents the collection of WrapUpReasons objects. Example _wrapUpReasons = _user.getWrapUpReasons({ onCollectionAdd: _handleWrapUpReasonAdd, onCollectionDelete: _handleWrapUpReasonDelete, onLoad: _handleWrapUpReasonsLoaded }); _wrapUpReasonCollection = _wrapUpReasons.getCollection(); for (var wrapUpReasonId in _wrapUpReasonCollection) { if (_wrapUpReasonCollection.hasOwnProperty(wrapUpReasonId)) { _wrapUpReason = _wrapUpReasonCollection[wrapUpReasonId]; etc... } } Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 518 Cisco Finesse JavaScript APIs WrapUpReasons

For additional parameters and methods, see RestCollectionBase Common Parameters, on page 452. ShortcutKey Service Allows gadgets or components to create shortcut keys for any component or gadget-related actions. Example finesse.shortcutkey.ShortcutKeyService.registerShortcutKey(arr); Methods getShorcutKeys() Retrieves all the registered shortcut keys. Example finesse.shortcutkey.ShortcutKeyService.getShortcutKeys(); Returns {Array} The array of objects. The objects content includes the following: • {String} accessKey—The key combination for the shortcut. • {String} actionName—The name of the action or operation performed by the assigned shortcut keys. • {String} componentName—The name of the functionality, component, or the gadget. • {Boolean} conflict—Determines whether the shortcut key is conflicting with another shortcut key. • {Enum} executionScope—Determines the execution scope. • {Function} handler—The function that is invoked when the shortcut keys are pressed. • {String} id—Unique identifier of the gadget. • {Boolean} isPageLevel—Determines whether the shortcut key is at the page level. • {String} key—The main key to be combined with modifier keys. • {String} modifierKeys—The modifier key is used commonly in keyboard shortcuts on the host platform. • {String} type—Determines whether the shortcut key runs on component or gadget. init() Initiates the ShortcutKeyService for the Container or the gadgets. Example finesse.shortcutkey.ShortcutKeyService.init(); registerShortcutKey(keys) Registers the shortcut keys for the components or the gadgets. A key combination consists of a main key and a set of modifier keys. The main key is specified by its key character - key. A modifier key is Shift, Ctrl, Alt, or the combination. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 519 Cisco Finesse JavaScript APIs ShortcutKey Service

Parameters Required Description Type Name Yes The array of key objects. Array keys Example finesse.shortcutkey.ShortcutKeyService.init(); finesse.shortcutkey.ShortcutKeyService.registerShortcutKey( [{ "id": "cisco_sample_gadget", "componentName": "Sample gadget", "actionName": "Sample gadget action name", "modifierKeys": finesse.shortcutkey.ShortcutKeyService.CONSTANTS.MODIFIER_KEYS_CTRL, "key": "e", "executionScope": "activeTab", "handler": function() {} }]); The following table lists the shortcut key registration payload details. Required Description Type Name Optional Unique identifier of the gadget. Format: companyName_gadgetId_functionId String id Yes The name of the functionality, component, or the gadget. String componentName Yes The name of the action or operation performed by the assigned shortcut keys. String actionName Optional The modifier key is used commonly in keyboard shortcuts on the host platform. The keyboard modifier key combinations are: • Ctrl + Shift (default) • Alt + Shift • Ctrl + Alt • Ctrl • Shift • Alt These are predefined in ShortcutKeyService.CONSTANTS. For more information on predefined modifier keys, see ShortcutKeyService.CONSTANTS, on page 521. String modifierKeys Yes The main key to be combined with modifier keys. For example, Ctrl + Shift + e where Ctrl and Shift are the modifiers keys, and e is the main key. String key Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 520 Cisco Finesse JavaScript APIs ShortcutKey Service

Required Description Type Name Yes Determines the execution scope. • activeTab: If the gadget is in currently active tab, only then the shortcut keys of that gadget are run. • activeFrame: If the gadget is in focus, only then the shortcut keys of that gadget are run. For more information on CONSTANTS, see ShortcutKeyService.CONSTANTS, on page 521. Enum executionScope Yes The function that is invoked when the shortcut keys are pressed. Function handler ShortcutKeyService.CONSTANTS The following table lists the predefined modifier keys. Modifier Key Shortcut Key finesse.shortcutkey.ShortcutKeyService.CONSTANTS.MODIFIER_KEYS.CTRL_SHIFT Ctrl + Shift finesse.shortcutkey.ShortcutKeyService.CONSTANTS.MODIFIER_KEYS.ALT_SHIFT Alt + Shift finesse.shortcutkey.ShortcutKeyService.CONSTANTS.MODIFIER_KEYS.CTRL_ALT Ctrl + Alt finesse.shortcutkey.ShortcutKeyService.CONSTANTS.MODIFIER_KEYS.CTRL Ctrl finesse.shortcutkey.ShortcutKeyService.CONSTANTS.MODIFIER_KEYS.SHIFT Shift finesse.shortcutkey.ShortcutKeyService.CONSTANTS.MODIFIER_KEYS.ALT Alt • When shortcut keys are used, the callback that is registered by the gadget is run. The gadgets or components perform a specific action on callback. • Components or gadgets register the shortcut keys on a successful sign in to Finesse desktop. • After deploying the third-party gadgets, sign in as an agent and as a supervisor to check if there are any shortcut key conflicts. Resolve them if any. Note sendKeyupEvent(keyEvent) Sends the Keyup event object to the Finesse container. If there is any custom iFrame created by the gadget that is not controlled by Finesse, then the Finesse shortcut key framework cannot capture the KeyupEvent from that custom iFrame to run the shortcut keys. The Keyup event occurs when a keyboard key is released. The Keyup event object is captured inside the child iFrame and propagated to its immediate parent. The parent again has to propagate the event until the event reaches the Finesse container. When the immediate parent is the Finesse container, then use sendKeyupEvent to propagate the event to Finesse container. Param object has to be serializable and cannot contain any functions. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 521 Cisco Finesse JavaScript APIs ShortcutKey Service

Example var keyEvent = { ctrlKey: event.ctrlKey, altKey: event.altKey, shiftKey: event.shiftKey, keyCode: event.keyCode, key: event.key }; sendKeyupEvent(keyEvent); Parameters Required Description Type Name Yes The key event sent to the Finesse container. Object keyEvent Shortcut Keys List The following table lists out-of-the-box agent-specific shortcut keys which should not be used by third-party applications. If the same shortcut keys are used it results in conflict. Table 10: Agent Shortcut Keys List (Windows) Shortcut Key Action Group Ctrl + Alt + R Ready for Call Agent State Ctrl + Alt + N Not Ready for Call Ctrl + Shift + L Open Digital Channel State Control Ctrl + Shift + V Ready for All Digital Channels Ctrl + Shift + Z Not Ready for All Digital Channels Ctrl + Alt + P Switch between Popover Application Ctrl + Shift + 0 Maximize/Restore view Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 522 Cisco Finesse JavaScript APIs ShortcutKey Service

Shortcut Key Action Group Ctrl + Alt + O Make New Call Call Handling Ctrl + Alt + Q Direct Transfer Call Ctrl + Alt + K Open Keypad (DTMF) Ctrl + Alt + C Open Consult Ctrl + Alt + W Wrap-Up Call Ctrl + Alt + Y Reclassify Call Ctrl + Alt + S Schedule Callback Ctrl + Alt + A Answer/Accept Call Ctrl + Alt + J Close - Remove Record from Campaign Ctrl + Alt + U Reject - Return Record to Campaign/Close this Callback Ctrl + Alt + E End Call Ctrl + Alt + V Hold Call Ctrl + Alt + G Retrieve Call Ctrl + Alt + X Transfer Call Ctrl + Alt + H Conference Call Ctrl + Shift + 1 Toggle, Minimize and Maximize Chat Window Desktop Chat Ctrl + Shift + 3 Open Desktop Chat Ctrl + Alt + M Save Edited Call Variable Values Edit Call Variable Ctrl + Alt + Z Revert Edited Call Variable Values Ctrl + Alt + F Keyboard Shortcuts List Keyboard Shortcuts Ctrl + Alt + 1 Home Navigation Ctrl + Alt + 2 My History Ctrl + Alt + 3 My Statistics Ctrl + Alt + 4 Manage Customer Ctrl + Shift + 2 Send Error Report Send Error Report Ctrl + Alt + L Sign Out Sign Out Ctrl + Shift + 4 Ready for Email Agent State (for Unified CCE) Ctrl + Shift + 5 Ready for Chat Ctrl + Shift + 6 Not Ready for Email Ctrl + Shift + 7 Not Ready for Chat Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 523 Cisco Finesse JavaScript APIs ShortcutKey Service

Table 11: Supervisor Shortcut Keys List (Windows) Shortcut Key Action Group Ctrl + Alt + B Barge in Call Call Handling Ctrl + Alt + D Drop Participant Ctrl + Shift + Y Open Team Message Window Team Message Ctrl + Shift + F Select Team Team Performance Utilities Class finesse.utilities.Utilities Collection of utility methods to deal with various text-related activities. Methods b64Decode(input) Decodes a Base64 encoded string. The output is assumed to be UTF-8, and only the first 8 bits of each output element is significant. Note Example finesse.utilities.Utilities.b64Decode(_base64String) Parameters Required Description Type Name Yes The string to decode to Base64. String input Returns {String} The decoded string. b64Encode(input) Encodes a string to Base64. The input is assumed to be UTF-8, and only the first 8 bits of each output element is significant. Note Example finesse.utilities.Utilities.b64Encode(a + ':' + b) Parameters Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 524 Cisco Finesse JavaScript APIs Utilities

Required Description Type Name Yes The string to encode to Base64. String input Returns {String} The encoded string. buildTimeString(timeInMs) Builds a string that specifies the time in minutes and seconds. Example finesse.utilities.Utilities.buildTimeString(70000) Parameters Required Description Type Name Yes The time in milliseconds. Integer timeInMs Returns {String} The time in MINUTES:SECONDS. For example, 11:23. buildTimeStringWithOptionalHours(timeInMs) Builds a string that specifies the time in minutes, seconds, and optionally hours. Example finesse.utilities.Utilities.buildTimeStringWithOptionalHours(11170000) Parameters Required Description Type Name Yes The time in milliseconds. Integer timeInMs Returns {String} The time in HOURS:MINUTES:SECONDS or MINUTES:SECONDS. For example, 01:11:23 or 11:23. buildTotalTimeString(adjustedServerTimeInMs, callStartTimeInMs) Builds a string that specifies the total call time in minutes and seconds. Example finesse.utilities.Utilities.buildTotalTimeString(3600000, 900000) Parameters Required Description Type Name Yes The expected server time in milliseconds accounting for time difference between the client and server. Integer adjustedServerTimeInMs Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 525 Cisco Finesse JavaScript APIs Utilities

Required Description Type Name Yes The time in milliseconds when the call starts. Integer callStartTimeInMs Returns {String} The elapsed time in MINUTES:SECONDS. convertDateToISODateString(aDate) Converts the date object to an ISO date string. Example finesse.utilities.Utilities.convertDateToISODateString(new Date()) Parameters Required Description Type Name Yes The date to be converted to an ISO date format. Date aDate Returns {String} The date in ISO format. Certain browsers do not support the date constructor which considers ISO-8601 date format. For example, Internet Explorer 8. Note convertNullToEmptyString(str) Checks whether the string is null. Example finesse.utilities.Utilities.convertNullToEmptyString(null) Parameters Required Description Type Name Yes The string object to be checked. String str Returns {String} The empty string if it is null or the string itself. convertToServerTimeMillis(clientTime) Converts the client time to the server time by adjusting time difference between server and client. Example convertToServerTimeMillis(new Date().getTime()); Parameters Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 526 Cisco Finesse JavaScript APIs Utilities

Required Description Type Name Yes The client time in milliseconds. Integer clientTime Returns {Integer} The server time in milliseconds. convertTsToDuration(timestamp, now) Converts the timestamp string of the format YYYY-MM-DDTHH:MM:SSZ into a duration of HH:MM:SS format. Example finesse.utilities.Utilities.convertTsToDuration(a) Parameters Required Description Type Name Yes The timestamp of the format YYYY-MM-DDTHH:MM:SSZ. String timestamp Optional The defined time from which to calculate the duration instead of using the current time. Date now Returns {String} The duration in the HH:MM:SS format. convertTsToDurationWithFormat(timestamp, forFormat, now) Converts the timestamp string of the format YYYY-MM-DDTHH:MM:SSZ into a duration of HH:MM:SS format or -1 for null or negative durations, depending on the forFormat parameter. Example finesse.utilities.Utilities.convertTsToDurationWithFormat(a, true, new Date()) Parameters Required Description Type Name Yes The timestamp of the format YYYY-MM-DDTHH:MM:SSZ. String timestamp Yes Determines the timestamp format. • True—If the duration is null or a negative value, -1 is returned. Otherwise, the duration is in HH:MM:SS format. • False—The duration in HH:MM:SS format. Boolean forFormat Optional The defined time from which to calculate the duration instead of using the current time. Date now Returns Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 527 Cisco Finesse JavaScript APIs Utilities

{String} The duration in the HH:MM:SS format or -1 for null or negative values. currentServerTimeMillis() Retrieves the current time, which is adjusted by the calculated time difference to the approximate server time. This is used when calculating durations based on a server timestamp, which can produce unexpected results if the clock on the client and server are off. Example finesse.utilities.Utilities.currentServerTimeMillis() Returns {String} The current server time in milliseconds. encodeNodeName(node) Encodes the node name. Example finesse.utilities.Utilities.encodeNodeName('User1@h') Parameters Required Description Type Name Yes The name of the node. If the string has special characters (?, @, &, ') then, the string is encoded in UTF-8. String node Returns {String} The encoded name of the node. escapeSpaces(text) Escapes the spaces as encoded " " characters so they can be safely rendered by jQuery.text(string) in all browsers. Although Internet Explorer behaves as expected, Firefox collapses spaces if this function is not used. Example finesse.utilities.Utilities.escapeSpaces('User John') Parameters Required Description Type Name Yes The string whose spaces must be escaped. String text Returns {String} The string with spaces escaped. extractHostname(url) Extracts the hostname from a given URL string. Example Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 528 Cisco Finesse JavaScript APIs Utilities

finesse.utilities.Utilities.extractHostname(a) Parameters Required Description Type Name Yes The URL from which the hostname of the server is extracted. String url Returns {String} The hostname of the server. For example, if the given URL is https://finesse25.autobot.cvp:8445/desktop/container/?locale=en_US, then the returned hostname will be “finesse25.autobot.cvp”. extractTime(timeStr) Extracts the time in milliseconds from the ISO date string. Example finesse.utilities.Utilities.extractTime('2020-05-25T13:49:42.80Z') Parameters Required Description Type Name Yes The time in ISO-8601 format (YYYY-MM-DDTHH:mm:ss.sssZ) or empty. String timeStr Returns {Long} The number of milliseconds since 1 January 1970 (Unix Epoch). If the timeStr is empty, then the time returned is 0. generateUUID() Generates an RFC1422v4-compliant UUID using pseudorandom numbers. Example finesse.utilities.Utilities.generateUUID() Returns {String} An RFC1422v4-compliant UUID using pseudorandom numbers. For example, 456efbab-d794-4c7a-a731-762e476eb4d3. getAuthHeaderString(configObj) Retrieves the authorization header that is based on SSO or non-SSO deployment. The headers are Bearer or Basic. Example finesse.utilities.Utilities.getAuthHeaderString(finesse.container.Config) Parameters Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 529 Cisco Finesse JavaScript APIs Utilities

Required Description Type Name Yes The configuration data which is either the finesse.container.Config or finesse.gadget.Config. For more information on gadget configuration, see Gadget Configuration, on page 446. Object configObj Returns {String} The authorization header based on SSO or non-SSO deployment. For example, SSO: Bearer MTAwMTAwMjpjaXNjbw== NON-SSO: Basic MTAwMTAwMjpjaXNjbw== getAuthModes() Retrieves the constant for authentication modes. The modes are SSO, NON_SSO, or HYBRID. Example finesse.utilities.Utilities.getAuthModes() Returns {String} The constant for authentication modes, that is SSO, NON_SSO, or HYBRID. getAuthTokenObj() Retrieves the user access token as JSON Object. Example finesse.utilities.Utilities.getAuthTokenObj() Returns {Object} A user access token as the JSON object in SSO mode and null in non-SSO mode. getCurrentDrift() Retrieves the current timestamp difference between the client and server. Example finesse.utilities.Utilities.getCurrentDrift() Returns {Integer} The timestamp difference between the client and server. If it cannot be calculated, then it returns 0. getDisplayTime(time) Retrieves the timestamp value from milliseconds to the HH:MM:SS format. Example finesse.utilities.Utilities.getDisplayTime(60000) Parameters Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 530 Cisco Finesse JavaScript APIs Utilities

Required Description Type Name Yes The timestamp in milliseconds. Number time Returns {String} The time string in the HH:MM:SS format. getEquals(obj1, obj2) Retrieves the value by comparing the value of each key in the first object with the value of the same key in the second object. Example finesse.utilities.Utilities.getEquals(x,y) Parameters Required Description Type Name Yes The first object to compare from. For example, x={'a': 1, 'b': 2}. Object obj1 Yes The second object to compare against. For example, y={'b': 2, 'a': 1}. Object obj2 Returns {Boolean} True if the value of each key in the first object matches the value of the same key in the second object. False, if the value of at least one key in the first object does not match the value of the same key in the second object. getParameterByName(str, name) Accepts the value from the corresponding given string. Example finesse.utilities.Utilities.getParameterByName('http://www.company.com/?param1=value1&param2=value2', 'param1') Parameters Required Description Type Name Yes The string to search from. The URL from which parameter value is extracted based on the given parameter name. String str Yes The name to search for. The name of the parameter whose value must be extracted from the given URL string. String name Returns {String} The value that corresponds to the given name. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 531 Cisco Finesse JavaScript APIs Utilities

getQueryString(field, url) Retrieves the value of the given field from the query string. Example finesse.utilities.Utilities.getQueryString('name', 'https://finesse/?name=user'); Parameters Required Description Type Name Yes The name of the field in the query string to retrieve. String field Optional The URL value from the query string to retrieve. String url Returns {String} The field value. getToken() Retrieves the user access token as a string. Example finesse.utilities.Utilities.getToken() Returns {String} The access token. getUserAuthString() Retrieves the Base64 encoded user authorization string. Example finesse.utilities.Utilities.getUserAuthString() Returns {String} The authorization string. isArray(obj) Determines whether an object is an array. Example finesse.utilities.Utilities.isArray(a) Parameters Required Description Type Name Yes The object to be tested. Object obj Returns {Boolean} True if the object is an array, else false. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 532 Cisco Finesse JavaScript APIs Utilities

parseDateStringISO8601(s) Parses the string with ISO-8601 date format: YYYY-MM-DDTHH:mm:ss.sssZ. Example finesse.utilities.Utilities.parseDateStringISO8601(new Date().toISOString()) Parameters Required Description Type Name Yes ISO-8601 date format: YYYY-MM-DDTHH:mm:ss.sssZ. String s Returns {Date} The JavaScript date object. Certain browsers do not support the date constructor which considers ISO-8601 date format. For example, Internet Explorer 8. Note removeSpaces(string) Removes all spaces from the given string. Example finesse.utilities.Utilities.removeSpaces('user is') Parameters Required Description Type Name Yes The string to remove spaces from. String string Returns {String} The string with no leading and trailing whitespace. trim(str) Trims the leading and trailing whitespace from the given string. Example finesse.utilities.Utilities.trim('user ') Parameters Required Description Type Name Yes The string to trim. String str Returns {String} The string with removed whitespace from both ends. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 533 Cisco Finesse JavaScript APIs Utilities

validateHandler(handler) Checks whether the given handler is a function. Example finesse.utilities.Utilities.validateHandler(a); Parameters Required Description Type Name Yes Any valid JavaScript function. Function handler Throws {Error} If the handler provided is invalid, or generic JavaScript error stating handler must be a function. Returns {Function} The provided handler if it is valid. whenAllDone() Uses jQuery implementation of Promises (Deferred) to run the code when multiple asynchronous processes have completed. Example var asyncProcess1 = $.Deferred(), asyncProcess2 = $.Deferred(); finesse.utilities.Utilities.whenAllDone(asyncProcess1, asyncProcess2) // WHEN both asyncProcess1 and asyncProcess2 are resolved or rejected ... .then( // First function passed to then() is called when all async processes are complete, regardless of errors function() { // Perform Logic("all processes completed"); }, // Second function passed to then() is called if any async processed threw an exception function(failures) { // Array of failure messages // Perform Logic("Number of failed async processes: " + failures.length); }); Returns {Object} A jQuery deferred object. For more information, see https://api.jquery.com/jQuery.Deferred/. Desktop Cache Class finesse.utilities.DesktopCache Allows gadgets to cache their data locally in the IndexedDB of the browser. When a third-party gadget makes any REST API call to retrieve data from the server (which does not change frequently), it can be cached using Desktop Cache. This helps to load the gadget faster after failover by avoiding a REST request to the server. The cached data is a key-value pair where the key is a string, and value is an object. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 534 Cisco Finesse JavaScript APIs Desktop Cache

Methods clearData(callback) Clears all the records in the database. Example finesse.utilities.DesktopCache.clearData(function(err) { if (!err) { // Successfully cleared the records! } }); Parameters Required Description Type Name No An asynchronous callback function that is invoked after all the records in the IndexedDB is cleared Function callback deleteData(key, callback) Deletes the record that corresponds to the key passed from the database. Example // inside the gadget somewhere if (userClickedOk) { finesse.utilities.DesktopCache.delete('someKey', function(err, data) { if (!err) { // Successfully deleted! Now do something else. } }); } Parameters Required Description Type Name Yes The unique identifier which is used to delete a record from the IndexedDB. String key No An asynchronous callback function that is invoked after the attempt to delete the record (success or fail). Function callback No The JavaScript error message. Object -->err fetchData(key, callback) Retrieves the records corresponding to the key passed. Example // fetching all the records finesse.utilities.DesktopCache.fetchData(null, function(err, data) { if (!err) console.log(data); // will print something like [{key: someKey, data: someData}, {key: otherKey, data: otherData}.......] }); Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 535 Cisco Finesse JavaScript APIs Desktop Cache

Parameters Required Description Type Name Yes Unique identifier and it is the primary key to retrieve a single record from the IndexedDB. String key No An asynchronous callback function that is invoked after the data retrieval is successful or failed. Function callback No The JavaScript error message. Object -->err No The JavaScript array of objects. Object -->data saveOrUpdateData(records, callback) Creates or updates the records. The parameters passed are an array of key-value pairs. Example finesse.utilities.DesktopCache.saveOrUpdateData({ [ key: 'someKey' data: 'someData' ] }, function(err, data) { if (!err) // do something }); Parameters Required Description Type Name Yes The data to be saved or updated as an array of key-value pairs. Array records No An asynchronous callback function that is invoked after the save or updating of the record is completed (success or fail). Function callback No The JavaScript error message. Object -->err setGroup(groupName) Reduces redundancy in the data that are stored when different gadgets from the same vendor (for example, cuic) retain the same group name. Having the same group name for the gadgets which share the same data reduces the server load and improves the performance. This API must be called before any other desktop cache APIs. Note For example, consider vendor1 has two gadgets (gadget1 and gadget2), and both gadgets require the same token to be accessed from the server. Then the group name for these two gadgets can be set as vendor1. The gadget which loads first makes the server call, fetches the token, and then saves it in the desktop cache. The second gadget fetches this token from the desktop cache without making the server call. Example Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 536 Cisco Finesse JavaScript APIs Desktop Cache

// Set this once and you don't need to send this group name with any other subsequent requests from this gadget. finesse.utilities.DesktopCache.setGroup('cuic'); Parameters Required Description Type Name Yes The name of the group for the gadgets which share the same data. String groupName JSONValidator Class finesse.utilities.JsonValidator Utility methods for the validation of JSON data against a user-provided schema. Methods validateJson(jsonData, schema) Validates the JSON data by applying a specific schema. Parameters Required Description Type Name Yes The JSON data to be validated. jsonData jsonData Yes The JSON schema that validates the parameter jsonData. Follow the JSON schema definition standards. For more information, see http://json-schema.org/. schema schema Returns {String} The JSON data in the following format: { "valid": [true / false], "error": [tv4 error object if schema is not valid ] } The error object is as follows: { "code": 0, "message": "Invalid type: string", "dataPath": "/intKey", "schemaPath": "/properties/intKey/type" } WorkflowService Class finesse.workflow.WorkflowService Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 537 Cisco Finesse JavaScript APIs JSONValidator

Provides an API which consists of methods that allow a gadget to submit the workflow task. Example var containerServices = finesse.containerservices.ContainerServices.init(); workflowService = finesse.workflow.WorkflowService.init(containerServices); var payload = { "dialogId": "email1", "mediaType": "email", "state": "EMAIL_READ", "taskVariables": { "from": "mme@cisco.com", "cc": "yyy@cisco.com" } } workflowService.submitTask(payload); Methods init(containerServices) Initiates the WorkflowService and accepts finesse.containerservices.ContainerServices as a parameter. Example var containerServices = finesse.containerservices.ContainerServices.init(); workflowService = finesse.workflow.WorkflowService.init(containerServices); Parameters Required Description Type Name Yes Provides container level services for gadget developers. Gadgets can utilize the container dialogs and event handling to add or remove a service. Function ContainerServices submitTask(payload) Allows to trigger workflow for digital channels. Example var payload = { "dialogId": "email1", "mediaType": "email", "state": "EMAIL_READ", "taskVariables": { "from": "mme@cisco.com", "cc": "yyy@cisco.com" } } workflowService.submitTask(payload); Parameters Required Description Type Name Yes The action data of the JSON object as per the specification. Object payload Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 538 Cisco Finesse JavaScript APIs WorkflowService

Required Description Type Name Yes Unique identifier of the dialog that helps in debugging an error. For example, dialogId, eventId, chatId and so on. String -->dialogId Yes The type of media under which the dialog is classified. For example, CHAT and EMAIL. String -->mediaType Yes The workflow statuses are based on the task that is run. Values for Unified CCX are: • CHAT • CHAT_PRESENTED • CHAT_ACCEPTED • CHAT_HANDLED • CHAT_DECLINED • CHAT_LEAVE • EMAIL • EMAIL_PRESENTED • EMAIL_READ • EMAIL_DISCARDED • EMAIL_REPLIED • EMAIL_FORWARDED • EMAIL_REQUEUED Values for Unified CCE are: • TASK_OFFERED • TASK_ACCEPTED • TASK_ACTIVE • TASK_PAUSED • TASK_INTERRUPTED • TASK_CLOSED Enum -->state No The corresponding value of the workflow name for the individual task. For example, the keys of the callVariables are callVariable name and callVariable value. Array -->taskVariables Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 539 Cisco Finesse JavaScript APIs WorkflowService

JSON Schema JSON schema is a powerful tool for validating the structure of JSON data. The following are the advantages of using JSON schema. • Describes your existing data formats. • Provides clear human-and machine-readable documentation. • Validates data that is useful for: • Automated testing. • Ensuring quality of client-submitted data. The most basic schema is a blank JSON object, which constrains nothing, allows anything, and describes nothing. Example { } You can apply constraints on an instance by adding validation keywords to the schema. Consider the type keyword which can be used to restrict an instance to an object, array, string, number, boolean, or null. Example { "type": "string" } Certain APIs in Finesse JavaScript library may require the user to input objects with complex structures. Having a standard way of validating and providing the input is beneficial for both the consumer and the provider. There are classes such as the PopoverSchema and ChannelSchema in Finesse JavaScript library which provide APIs such as the getActionDataSchema() and getChannelConfigSchema(). These APIs return a human-readable schema for a valid input for the APIs such as the showPopover() and addChannel() in a human-readable fashion. Inspecting the JSON schemas helps to realize the combinations of valid inputs, which can be provided to some of the Finesse JavaScript APIs. For more information on understanding the JSON schema, see https://json-schema.org/understanding-json-schema/. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 540 Cisco Finesse JavaScript APIs JSON Schema

C H A P T E R 11 Log Collection • Log Collection, on page 541 Log Collection These commands prompt you to specify a secure FTP (SFTP) server location to which the files will be uploaded. To obtain logs: • Install log: file get install desktop-install.log Use this command to see the installation log after the system is installed. This log is written to the SFTP server and stored as a text file written to this path: <IP Address><date time stamp>\install\desktop-install.log • Desktop logs: file get activelog desktop recurs compress Use this command to obtain logs for the Finesse web applications. This command uploads a zip file that contains the following directories: • webservices: Contains the logs for the Finesse backend that serves the Finesse REST APIs. The maximum size of an uncompressed desktop log file is 100 MB. The maximum size of this directory is approximately 4.5 GB. After a log file reaches 100 MB, that file is compressed and a new log file is generated. Output to the last compressed desktop log file wraps to the log file created next. The log file wrap-up duration can vary, based on the number of users on the system. Timestamps are placed in the file name of each desktop log. • finesseconfig: Contains the logs for the Finesse Config backend that serves the Finesse Administration REST APIs. The maximum size of an uncompressed desktop log file is 100 MB. This directory holds a maximum of 300 log files. After a log file reaches 100 MB, that file is compressed and a new log file is generated. Output to the last compressed desktop log file wraps to the log file created next. The log file wrap-up duration can vary, based on the number of users on the system. Timestamps are placed in the file name of each desktop log. • desktop: Contains logs from the Finesse agent desktop gadget container that holds the Finesse desktop gadgets. Any container-level errors with Finesse agent desktop will appear in these log files. • admin: Contains logs from the Finesse administration gadget container that holds the administration gadgets. Any container-level errors with the Finesse administration console appear in these log files. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 541

• audit-log: Audit logs contain all admin operations (including Finesse admin UI and REST client operations) and supervisor operations for Team Message. The maximum size of an uncompressed audit log file is 100 MB. The maximum size of total audit log files (including compressed log files) is approximately 1 GB. After a log file reaches 100 MB, that file is compressed and a new log file is generated. The log file wrap-up duration can vary, based on the number of users on the system. The log contains the following parameters: • Timestamp • User Id of the administrator • Method of operation (PUT, POST, DELETE ). GET operations will not be logged • URL • Payload • clientlogs: Contains the client-side logs that are submitted from the Cisco Finesse agent desktop to the Finesse server. Each log file is no larger than 1.5 MB and contains a timestamp and the agent ID of the agent who submitted the file. A new log file is created each time that an agent submits client-side logs (the data is not appended to an existing log file). The maximum size of this directory is 100 MB. The directory holds a maximum number of 25000 clientlog files. When the directory exceeds the size limit or the file count, the oldest files are deleted. • openfireservice: Contains startup and shutdown-related information logs for the Cisco Finesse Notification Service. • openfire: Contains limited error and information logs for the Cisco Finesse Notification Service. • realm: Contains the logs for authentication requests from clients that are handled by the Finesse backend. • db: Contains the Finesse database logs. • /finesse/logs: Contains the logs for the Cisco Finesse Tomcat service. • fippa: Contains logs for the Finesse IP Phone Agent (IPPA) application. • jmx: Contains the JMX counters data that is generated by the JMX logger process. It contains important jmx counters that are exposed by Finesse and openfire. These logs are stored in the following path on the SFTP server: <IP address><date time stamp>\active_nnn.tgz , where nnn is timestamp in long format. • WebProxy Service logs: file get activelog webproxy recurs compress Use this command to obtain logs for the WebProxy Service. The maximum size of an uncompressed webproxy log file is 10 MB. The maximum size of this directory is approximately 500 MB. After a log file reaches 10 MB, that file is compressed and wraps to the new log file which is generated. The log file wrap-up duration can vary, based on the number of users on the system. Timestamps are placed in the file name of each webproxy log. These logs are stored in the following path on the SFTP server: <IP address><date time stamp>\active_nnn.tgz , where nnn is timestamp in long format. This command uploads a zip file that contains the following log files: Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 542 Log Collection Log Collection

• access.log: Contains the webproxy access logs after you configure the access log-level using the set webproxy access-log-level CLI. For more information on CLI commands, see WebProxy Service. • error.log: Contains the webproxy error logs. • webproxy_cli.log: Contains the webproxy CLI logs. For more information on CLI commands, see WebProxy Service. • webproxy_launcher.log: Contains the logs after the WebProxy Service is launched. To access the individual log file, use the command file get activelog webproxy/<log filename>. For example, file get activelog webproxy/error.log Note • Servm log: file get activelog platform/log/servm*.* compress Use this command to obtain logs that are generated by the platform service manager that manages the starting and stopping of the Finesse services. The desktop and servm logs are compressed to one set of files. These logs are stored to the following path on the SFTP server: <IP address><date time stamp>\active_nnn.tgz , where nnn is the timestamp in long format. • Platform Tomcat logs: file get activelog tomcat/logs recurs compress These logs are stored to the following path on the SFTP server: <IP address><date time stamp>\active_nnn.tgz , where nnn is the timestamp in long format. • Install log: file get install install.log These logs are stored to the following path on the SFTP server: <IP address><date time stamp>\active_nnn.tgz , where nnn is timestamp in long format. Log collection may fail when you use the compress flag if there are a lot of log files. If collection fails, run the command again without the compress flag. Note Call Variables Logging From Cisco Finesse Release 12.5(1) onwards, the call variables logging in Cisco Finesse logs are disabled by default. The callVariables contain sensitive user information and this property allows the administrator to decide whether the information must be captured in the logs. You can enable the call variables logging by using the CLI commands. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 543 Log Collection Log Collection

Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 544 Log Collection Log Collection

C H A P T E R 12 Documents and Documentation Feedback • Documents and Documentation Feedback, on page 545 Documents and Documentation Feedback Documents The Cisco Finesse Web Services Developer Guide is available from Cisco DevNet at the following link: https://developer.cisco.com/site/finesse/ If you have development questions, you can post them to the Cisco Finesse forums on Cisco DevNet, located at the following link: https://communities.cisco.com/community/developer/finesse. The following documents are available from the Finesse page on Cisco.com (http://www.cisco.com/en/US/products/ps11324/tsd_products_support_series_home.html): • Cisco Finesse Installation and Upgrade Guide • Cisco Finesse Administration Guide • Release Notes for Cisco Finesse JavaScript Library and Sample Gadgets The Finesse JavaScript library and sample gadgets are available on Cisco DevNet at the following link: https://developer.cisco.com/site/finesse/ Documentation Feedback You can provide comments about this document by sending email to the following address: contactcenterproducts_docfeedback@cisco.com We appreciate your comments. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 545

Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 546 Documents and Documentation Feedback Documents and Documentation Feedback