Finesse

bulk-create-reason-labels

• https://developers.google.com/gadgets
• My Gadgets
• https://developers.google.com/gadgets/docs/overview
• Gadget MakeRequest
• Gadget Code Snippets
• More OpenSocial Gadget Docs
• https://developer.cisco.com/site/finesse/
• https://community.cisco.com/t5/contact-center/third-party-gadget-height/td-p/3481350
• https://api.jquery.com/html/

RTMT available on finesse - https://FQDN:8443/plugins/CcmServRtmtPlugin.exe

https://github.com/CiscoDevNet/finesse-sample-code

https://github.com/CiscoDevNet/finesse-sample-code/tree/master/CUICSampleGadget

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1201/Admin/guide/cfin_b_1201-administration-guide-release-1201/cfin_b_1201-administration-guide-release-1201_chapter_0110.html#reference_E74540548AEB39553C82AE091C232CD4

• https://developer.cisco.com/docs/finesse/#!diagnostic-portalget-performance-information/diagnostic-portalget-performance-information

https://finesse1.xyz.com/finesse-dp/rest/DiagnosticPortal/GetPerformanceInformation

<?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/Incoming 
         Responses Queue"/>
        <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>

Use SystemInfo API (check out https://developer.cisco.com/site/finesse/documents/dev-guide/)

Example
Query: http://finesse.domain.com/finesse/api/SystemInfo
Response:

<SystemInfo>
   <deploymentType>UCCE<deploymentType>
   <peripheralId>5001</peripheralId>
   <license></license>
   <currentTimeStamp>2014-01-27T13:07:08.687Z</currentTimeStamp>
   <status>IN_SERVICE</status>
   <timezoneOffset>300</timezoneOffset>
   <xmppDomain>xmppserver.xyz.com</xmppDomain>
   <xmppPubSubDomain>pubsub.xmppserver.xyz.com</xmppPubSubDomain>
   <primaryNode>
      <host>10.1.1.1</host>
   </primaryNode>
   <secondaryNode>
      <host>10.1.1.2</host>
   </secondaryNode>
</SystemInfo>   

As documented in Finesse Developer Guide, using Firefox plugin Poster is great for testing / developing against Finesse.
There is also a REST Client from http://www.wiztools.org/

Sample Gadgets from dev net
http://orourke.tv/finesse/

workflow

https://developer.cisco.com/site/finesse/docs/#reasoncode
https://developer.cisco.com/site/finesse/docs/#reasoncodeget-list

https://finesse.purplepi.ie/finesse/api/ReasonCodes?category=ALL
https://finesse.purplepi.ie/finesse/api/ReasonCodes?category=NOT_READY
https://finesse.purplepi.ie/finesse/api/ReasonCodes?category=LOGOUT

Reference: https://supportforums.cisco.com/t5/collaboration-voice-and-video/how-to-collect-finesse-logs/ta-p/3135557

file get activelog desktop recurs reltime days x

show network status nodns search :8445

Or try this

show network status nodns search :7443

Making REST request: method=GET, url=
/finesse/api/SystemInfo?nocache=1526048581775
/finesse/api/User/5552002?nocache=1526048581793
/finesse/api/User/5552002/Dialogs?nocache=1526048582232
/finesse/api/User/5552002/ReasonCodes?category=LOGOUT&nocache=1526048582234
/finesse/api/User/5552002/ReasonCodes?category=NOT_READY&nocache=1526048582237
/finesse/api/User/5552002/Workflows?nocache=1526048582255
/finesse/api/User/5552002/WrapUpReasons?nocache=1526048583420
/finesse/api/User/5552002/MediaPropertiesLayouts?nocache=1526048583422

http://tech.yanatm.com/?p=1213

/usr/local/platform/.security/tomcat/keys/

• GET: Retrieve a single object or list of objects (for example, a single user or list of users).
• 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).

Reference - https://developer.cisco.com/docs/finesse/#!usersign-in-to-finesse/usersign-in-to-finesse

URL: http://finesse1.xyz.com/finesse/api/User/1234 Method: PUT Content Type: Application/XML HTTP Request

<User>
   <state>LOGIN</state>
   <extension>1001001</extension>
</User>

<User>
<state>LOGOUT</state>
<logoutAllMedia>true</logoutAllMedia>
</User>

<User>
<state>READY</state>
</User>

<User>
<state>NOT_READY</state>
<reasonCodeId>1</reasonCodeId>
</User>

Third-party gadgets that are hosted on a separate web server can reference the JavaScript library accordingly: Refernce: https://developer.cisco.com/docs/finesse/#faq

<?xml version="1.0" encoding="UTF-8"?>
<Module>
    <ModulePrefs title="My Title" >
        <Require feature="settitle" />
        <Require feature="dynamic-height" />
        <Require feature="pubsub-2" />
        <Require feature="setprefs" />
    </ModulePrefs>
 
	<UserPref name="scheme" display_name="scheme" default_value=""/>
	<UserPref name="host" display_name="host" default_value=""/>
	<UserPref name="hostPort" display_name="hostPort" default_value=""/>
 
    <Content type="html">
 
<![CDATA[
<!-- jQuery -->
	<script type="text/javascript" src="__UP_scheme__://__UP_host__:__UP_hostPort__/desktop/assets/js/jquery.min.js"></script>
 
<!-- Finesse Library -->
    <script type="text/javascript" src="__UP_scheme__://__UP_host__:__UP_hostPort__/desktop/assets/js/finesse.js"></script>
 
 
    <script type="text/javascript">
        gadgets.HubSettings.onConnect = function () {
            finesse.modules.myFunction.init();
        };
    </script>
]]>
 
    </Content>
</Module>

• make Call allowed when in HOLD state

Clear Caching by

• restarting 'Cisco Finesse Tomcat'
• use the CLI command utils webproxy cache clear shindig to clear the Shindig cache.
• Pass a “nocache” parameter in the URL to clear the cache.
  

Example:

• http://server?nocache
• http://server/desktop?nocache
• http://server/desktop/container?nocache

Example Using cURL to send Finesse Commands (See Finesse Developer Guide)
Download cURL for Windows from here: http://www.confusedbycode.com/curl/

curl -X PUT http://192.168.1.173/finesse/api/User/12001 --user "12001:12345" -H "Content-Type:application/xml" --data "<User><state>READY</state></User>"

This will send a HTTP PUT as in the below example:

PUT /finesse/api/User/12001 HTTP/1.1
Authorization: Basic MTIwMDE6MTIzNDU=
User-Agent: curl/7.36.0
Host: 192.168.1.173
Accept: */*
Content-Type:application/xml
Content-Length: 33

<User><state>READY</state></User>

WGET does not support PUT, but its it does support POST.
A HTTP POST is what the JavaScript library uses similar to below using wget
It includes in the POST the full URL which includes the PUT details as in above
Note: It also contains the Baisc Authentication String, which would need to be worked out before hand

wget http://192.168.1.173/gadgets/makeRequest --header="Content-Type: application/x-www-form-urlencoded; charset=UTF-8" --post-data="url=http%3A%2F%2Flocalhost%3A8080%2Ffinesse%2Fapi%2FUser%2F12001&httpMethod=PUT&headers=Content-Type%3Dapplication%252Fxml%26Authorization%3DBasic%2520MTIwMDE6MTIzNDU%253D&postData=%3CUser%3E%3Cstate%3EREADY%3C%2Fstate%3E%3C%2FUser%3E"

This send the following HTTP POST

POST /gadgets/makeRequest HTTP/1.0
User-Agent: Wget/1.11.4
Accept: */*
Host: 192.168.1.173
Connection: Keep-Alive
Content-Type: application/x-www-form-urlencoded; charset=UTF-8
Content-Length: 234

url=http%3A%2F%2Flocalhost%3A8080%2Ffinesse%2Fapi%2FUser%2F12001&httpMethod=PUT&headers=Content-Type%3Dapplication%252Fxml%26Authorization%3DBasic%2520MTIwMDE6MTIzNDU%253D&postData=%3CUser%3E%3Cstate%3EREADY%3C%2Fstate%3E%3C%2FUser%3E

UCCX URLs

https://uccx10-5a.ucce9.lab.orourke.tv:8445/finesse/api/SystemInfo

https://uccx10-5a.ucce9.lab.orourke.tv:8445/desktop/

<!-- jQuery -->          
<script type="text/javascript" src="/desktop/assets/js/jquery.min.js"></script>
<!-- Finesse Library -->
<script type="text/javascript" src="/desktop/assets/js/finesse.js"></script>

(Requires an SFTP server)

file get activelog desktop/logs/*

Or this should refine it by date

file get activelog desktop/logs/* recurs reltime days 2

If an administrator tries to sign in to the Finesse administrator console (or diagnostic portal) with the wrong password five times in a row, Finesse blocks access to that user account for a period up to 30 minutes. For security reasons, Finesse does not alert the user that their account is locked. They must wait 30 minutes and try again.“

If you do not want to wait - you must set the UI password to a new password via the OS admin access. Then reset the password again back to its original password (so set the password twice!). This will unlock the password and you can log in again with the original password.

admin:utils reset_application_ui_administrator_password
New password:*
Confirm new Password:*

-------------------- utils reset_ui_administrator_password --------------------

Reset user interface password

https://community.cisco.com/t5/contact-center/finesse-screen-popup-for-only-inbound-calls/m-p/3999895#M10632

var callvars = new Array();  // the callvars array of callvariables  	
callvars = dialog.getMediaProperties();
 
var callType = callvars.callType;
clientLogs.log('handleNewDialog(): callType=' + callType);
 
var callState = dialog.getState();
clientLogs.log('handleNewDialog(): callState=' + callState);
 
var callVariable = callvars["callVariable9"];		
clientLogs.log("handleNewDialog(): callVariable9="+callvars["callVariable9"]);

You need to manually configure the Reason codes and WrapUp Strings on CCE when you upgrade to CCE 12. Here is how to get all the Reason codes from Finesse:

https://ucce-finesse-a.lab2.purplepi.ie/finesse/api/ReasonCodes?category=NOT_READY
https://ucce-finesse-a.lab2.purplepi.ie/finesse/api/ReasonCodes?category=LOGOUT

https://ucce-finesse-a.lab2.purplepi.ie/finesse/api/WrapUpReasons

https://community.cisco.com/t5/contact-center/finesse-12-force-wrap-up-config/td-p/4000554

utils finesse set_property desktop forceWrapUp true

utils finesse set_property desktop forceWrapUp false

container=default&
mid=0&
nocache=1&
country=US&
lang=en&
view=default&
refresh=86400&
up_id=5551002&
up_order=128&
up_country=US&
up_language=en&
up_locale=en_US&
up_host=ucce-finesse-a.lab2.purplepi.ie&
up_hostPort=443&
up_extension=12022&
up_xmppDomain=UCCE-FINESSE-A.lab2.purplepi.ie&
up_pubsubDomain=pubsub.UCCE-FINESSE-A.lab2.purplepi.ie&
up_restHost=ucce-finesse-a.lab2.purplepi.ie&
up_mobileAgentMode=undefined&
up_mobileAgentDialNumber=undefined&
up_scheme=https&
up_localhostFQDN=UCCE-FINESSE-A.lab2.purplepi.ie&
up_localhostPort=8082&up_teamId=5000&
up_teamName=Team_01&up_clientDriftInMillis=219&
up_systemAuthMode=NON_SSO&
up_compatibilityMode=false&
up_toasterNotificationTimeout=8&
up_CCDContainer=true&
up_externalServerHost=https%3A%2F%2Fucce-finesse-a.lab2.purplepi.ie%3A443&up_deploymentType=UCCE&
up_peripheralId=5000&
up_messages=%7B%22select.agent.message%22%3A%22Select+an+Agent+from+Team+Performance+Gadget%22%7D&
st=john.doe%3Ajohn.doe%3Aappid%3Acont%3Aurl%3A0%3Adefault&
url=https%3A%2F%2Fucce-hds-a.lab2.purplepi.ie%2Freports%2Fgadgets%2FScreenPop1%2FScreenPop.xml%3Fbanana%3Dtrue

var callVariables = dialog.getMediaProperties();

callVariable1
callVariable2
callVariable3
callVariable4
callVariable5
callVariable6
callVariable7
callVariable8
callVariable9
callVariable10
user.media.id
user.microapp.ToExtVXML[0]
user.microapp.ToExtVXML[1]
user.microapp.ToExtVXML[2]
user.microapp.ToExtVXML[3]
user.microapp.ToExtVXML[4]
user.microapp.FromExtVXML[0] 
user.microapp.FromExtVXML[1] 
user.microapp.FromExtVXML[2] 
user.microapp.FromExtVXML[3] 
user.microapp.app_media_lib
user.microapp.caller_input
user.cvp_server_info
DNIS
callType
dialedNumber
outboundClassification
queueNumber
queueName
callKeyCallId
callKeyPrefix

    <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:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=280&amp;viewId=5FA44C6F930C4A64A6775B21A17EED6A&amp;filterId=agentTaskLog.id=CL%20teamName</gadget>
                       <gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=280&amp;viewId=56BC5CCE8C37467EA4D4EFA8371258BC&amp;filterId=agentStateLog.id=CL%20teamName</gadget>
                       </gadgets>
                </column>
              </columns>
           </tab>

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>

URL: https://finesse1.xyz.com/finesse/api/RuntimeConfigInfo

<RuntimeConfigInfo>
<activeDialogCount>123</activeDialogCount>
<activeTaskCount>0</activeTaskCount>
<averageConfiguredMediaPerAgent>1</averageConfiguredMediaPerAgent>
<averageLoggedInMediaPerAgent>1</averageLoggedInMediaPerAgent>
<averageSkillGroupCountPerAgent>3</averageSkillGroupCountPerAgent>
<maxSkillGroupCountPerAgent>10</maxSkillGroupCountPerAgent>
<timeToInService>4</timeToInService>
<totalLoggedInAgentsInNode>203</totalLoggedInAgentsInNode>
<uniqueConfiguredSkillGroups>64</uniqueConfiguredSkillGroups>
<uri>/finesse/api/RuntimeConfigInfo</uri>
</RuntimeConfigInfo>

URL: https://finesse1.xyz.com/finesse-dp/rest/DiagnosticPortal/GetProductVersion

<dp:GetProductVersionReply xmlns:dp="http://www.cisco.com/vtg/diagnosticportal" ReturnCode="0">
<dp:Schema Version="1.0"/>
<dp:ProductVersion VersionString="12.0(1)" Maintenance="1" Minor="0" Major="12" Name="Cisco Finesse"/>
<dp:ComponentVersionList/>
</dp:GetProductVersionReply>

utils finesse set_property webservices enableExternalNotificationPortAccess false

Reference: https://quickview.cloudapps.cisco.com/quickview/bug/CSCvi53649