GamanCisco Finesse Highlight Call

Bar Gadget

Document historyDate Person Version

no.Description

2020-03-04

Marek Słomiński

1.0 First version of the gadget documentation

Table of ContentsTable of Contents................................................................................................1Introduction.........................................................................................................2Gadget package..................................................................................................2

Package contents.............................................................................................2Requirements...................................................................................................2

Gadget Configuration..........................................................................................3Gadget Features..................................................................................................4Deployment.........................................................................................................5

Finesse Gadget Server deployment (via sFTP).................................................5External Server deployment.............................................................................6

Gadget Troubleshooting using browser console..................................................8Appendix A..........................................................................................................9Contact information...........................................................................................10

IntroductionCisco Highlight Call Bar Gadget has been created to simplify the Agent’s work indicating the type of call that the agent will need to treat. The “Make a Call” bar changes its color based on the conditions defined in the configuration file. Administrators can configure numerous different conditions to trigger the highlight action to distinguish different call types. The triggers analyze the call type’s, skill groups and value of the call variables (basic and ECC).

Gadget packageAll files needed for installation are available in the HighlightCallBarGadget directory.

Package contentsBelow is a list of files that are included in the package.Gadget Files:

Config.js – File containing configuration of the gadget. HighlightCallBar.min.js – File containing logic for gadget to work.

Contains minified JavaScript code. HighlightCallBar.xml – Main gadget file. Contains basic gadget

configuration, gadget layout and binds JavaScript files into one working package.

RequirementsThe Phone Control Gadget requires Cisco Finesse 11.X including PCCE, UCCE and UCCX.

Gadget ConfigurationHighlight Call Bar gadget is very flexible, and administrator can adapt it individually to the company needs using one configuration file. All settings can be found in Config.js. Please find sample file below:

/* * Configuration object, defines all gadget settings */var Config = {// Log    debug : true,

// Default highlight color    defaultHighlightColor : '#f44336',

// Highlight conditions    conditions : [        {            highlightColor : '#f44336',            triggers : {                callType : ['Internal'],                callVariableExist : ['user.BAAccountNumber']            }        },        {            highlightColor : "#000000",            triggers : {                skillGroup : ['TEST'],                callVariableValue : {                    'user.BAAccountNumber' : 'test123'                }            },        },        {            highlightColor : '#f44336',            triggers : {                callType : ['OUT']            }        },    ]};

Description of all configurable parameters: debug – Boolean value that enables extended logging. When enabled in

the console browser gadget will write down the detailed results of the condition evaluation. When disabled, the log message will only contain the result of evaluation for all defined triggers.

defaultHighlightColor – string that represents the default color that will be used when the conditions are met, and the color is not defined. The color can be defined in one of the following formats:

- color name like red, green, blue, transparent, etc.- number defined in hex format #RRGGBB

conditions – array of trigger object that defines the conditions which trigger the action on the call bar. Every single condition is defined as a set of the following parameters:

o highlightColor – string that defines the highlight color that will be used when the trigger evaluation is positive. If the color is not defined, defaultHighlightColor will be used. The color can be defined in one of the following formats:- color name like red, green, blue, transparent, etc.- number defined in hex format #RRGGBB

o triggers – object of the condition types that are evaluated when the call comes or is originated on the Finesse desktop. All defined condition types are bonded via AND operator which means that all of them need to be evaluated to true to trigger the highlight action. The system allows to set the following condition types:

callType – array of strings that defines the list of call type names that trigger the highlight action. The list can contain the following call type values: ACD_IN, PREROUTE_ACD_IN, PREROUTE_DIRECT_AGENT, TRANSFER, OTHER_IN, OUT, AGENT_INSIDE, CONSULT, CONFERENCE, SUPERVISOR_MONITOR, OUTBOUND, OUTBOUND_PREVIEW

skillGroup – array of strings that defines the list of skill group names that trigger the highlight action. The names must exact match the names defined in the call center configuration.

callVariableExist – array of strings that defines the list of call variable names. The gadget will use it to check if the call variable exists in the dialog context. The list can contain all standard call variables (ex. CallVariable1) or ECC variables (user.UserId).

callVariableValue – object that defines the list of the call variable and the expected values. Values can be defined as regex strings. The list can contain all standard call variables (ex. CallVariable1) or ECC variables (user.UserId).

Gadget FeaturesHighlight Call Bar gadget changes the color of the “Make a Call” bar based on the conditions defined in the configuration call. The bar executes the conditions when the call arrives at the agent phone or the context of the call changes. The conditions can be defined based on the following parameters:

call type value skill group name call variable existence or value

Below are some samples that show how the “Make a Call” bar can look when the all triggers are met, and the gadget replaces the color:

DeploymentThe deployment process of the gadget can be described in 4 steps:

Change the configuration on the Cisco Call Manager and create required configuration objects.

Generate Authentication hash using provided application (CredentialsEncryptor.exe)

Deploy the gadget on Cisco Finesse platform Test the integration between components

Below is a detailed guide that describes first two steps of the deployment process.

Finesse Gadget Server deployment (via sFTP)To deploy gadget using Finesse as a Web Server please use default procedure described in this documentation (documentation for version 11.X but can be used to higher releases):https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1101/admin/guide/CFIN_BK_C993E181_00_cisco-finesse-administration-guide-1101/CFIN_BK_C993E181_00_cisco-finesse-administration-guide-1101_chapter_01010.html To deploy the gadget, follow the steps:

1. Connect to Cisco Finesse sFTP service using 3rdpartygadget account and create HighlightCallBarGadget folder so the final path should look like this:

a. //files/HighlightCallBarGadget/

2. Upload all Gadget files to //files/HighlightCallBarGadget/ directory keeping the following structure of the files:

HighlightCallBarGadget ├ Config.js├ HighlightCallBar.min.js└ HighlightCallBar.xml

3. Log in to the Cisco Finesse Administration Portal (cfadmin).

https://<finesse_publisher_node>:<port>/cfadmin

where:finesse_publisher_node - is the hostname or IP address of the Finesse publisher nodeport - is the port number on which the Finesse Admin portal is hosted (for UCCE/PCCE do not enter the port number, for UCCX enter 8445)

If the gadget is a global one, go to Desktop Layout tab. If the gadget needs to be only available for specific team, navigate to Team Resources, select team name from the list and then click on the Desktop Layout tab (at the lower part of the screen). Don’t forget to check “Override System Default” checkbox.

4. Add the following line to enable gadget:

<gadget>/3rdpartygadget/files/HighlightCallBarGadget/

HighlightCallBar.xml</gadget>

Cisco Finesse gadgets usually are added as a separate tab in Cisco Finesse Agent desktop. In this case it is highly recommended to configure it directly in page xml tags. Such configuration will place buttons on top of the page independently. They will be always visible no matter what tab is currently opened.

External Server deploymentTo deploy the gadget on external server, access to the deployment folder is needed. The folder must have an accessible alias for all the deployed files. Deployment can be done either for unsecure (HTTP) or secure (HTTPS) connection. NoteWhen using HTTPS certificate Common Name/Alternate Name deployed on the webserver must match the link for the gadget. If not on the Finesse agent-side, you may be prompted with message that the name in certificate doesn’t match the path supplied in gadget.

The only way to overcome this is to use unsecure (HTTP) connection.To deploy the gadget, follow the steps:

1. Connect to the directory on the external server. If possible, create the directory HighlightCallBar/

2. Upload all HighlightCallBar Gadget files to HighlightCallBar/ directory:

HighlightCallBarGadget ├ Config.js├ HighlightCallBar.min.js└ HighlightCallBar.xml

3. Edit copied HighlightCallBar.xml file. Fine the following lines:

<!-- Finesse 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>

Prepend the src address with the URL to UCCX server (including protocol). At the end of the URL add port 8445. Here is a sample of modification:

<!-- Finesse jQuery --><script type="text/javascript" src="https:// <uccx_fqdn>:8445/desktop/assets/js/jquery.min.js"></script>

<!-- Finesse Library --><script type="text/javascript" src="https://<uccx_fqdn>:8445/desktop/assets/js/finesse.js"></script>

Whereo <uccx_fqdn> - is the FQDN name of the UCCX server

NoteIn HA deployments, there should be a one FQDN for both Finesse servers so gadget can reach for libraries in case of failure.

4. Log in to the Cisco Finesse Administration Portal (cfadmin). If the gadget is a global one, go to Desktop Layout tab. If the gadget needs to be only available for specific team, navigate to Team Resources, select team name from the list and then click on the Desktop Layout tab (at the lower part of the screen). Don’t forget to check “Override System Default” checkbox.

5. Add the following line to enable gadget:<gadget>

{!path!}/HighlightCallBarGadget/HighlightCallBar.xml</gadget>

Before adding please replace the {!path!} with the valid url server path in format (<:port> is optional):<protocol>://<ip address/server name/fqdn><:port>/<alias>

Sample XML:

<gadget> https://10.0.0.0:443/FinesseGadgets/HighlightCallBarGadget/HighlightCallBar.xml</gadget>

Cisco Finesse gadgets usually are added as a separate tab in Cisco Finesse Agent desktop. In this case it is highly recommended to configure it directly in page xml tags. Such configuration will place buttons on top of the page independently. They will be always visible no matter what tab is currently opened.

Gadget Troubleshooting using browser consoleOne of the approaches to troubleshoot the gadget, is to use the console which is building in every browser. To enable the console hit F12 button when the Finesse desktop is in focus.

Troubleshooting procedure:1. Enable browser console2. Clear the console from entries (trash can icon)3. Perform the task where the issue is visible4. Download the entire console log5. Filter the log content using “Highlight Call Bar” as a filter6. Analise the filtered log lines to see what is happening

Appendix AMap of call variables; names mapped to values. Variables may include the following:

dialedNumber: The number dialed. callType: The type of call. Call types include:

o ACD_IN o PREROUTE_ACD_IN o PREROUTE_DIRECT_AGENT o TRANSFER o OTHER_IN o OUT o AGENT_INSIDE o CONSULT o CONFERENCE o SUPERVISOR_MONITOR o OUTBOUND o OUTBOUND_PREVIEW

DNIS: The DNIS provided. For routed calls, this is the route point. wrapUpReason: A description of the call. queueNumber: Number of the agent Skill Group the call is attributed to. queueName: Name of the agent Skill Group the call is attributed to. callKeyCallId: unique number of the call routed on a particular day. callKeyPrefix: represents the day when the call is routed. callKeySequenceNum: represents the sequence number of call. Call Variables, by name. The name indicates whether it is a call variable

or 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.

The following call variables provide additional details about an Outbound Option call:

o BACampaign o BAAccountNumber o BAResponse o BAStatus

PREDICTIVE_OUTBOUND: A predictive outbound call. PROGRESSIVE_OUTBOUND: A progressive outbound call. PREVIEW_OUTBOUND_RESERVATION: Agent is reserved for a

preview outbound call. PREVIEW_OUTBOUND: Agent is on a preview outbound call.

o BADialedListID o BATimeZone o BABuddyName

Contact informationIf you enjoyed the content and you:

Have an idea how it could be extended to improve the feature set of the gadget

Found an error in the gadget code that requires a fix Found a bug/gap in the documentation Have a project where you stuck and need an assistance

Feel free to contact us. We will do our best to resolve any issues, add features to published solution. Below the list of emails and places where you can find us.Email addresses General, Sales mailbox: (info@gaman-gt.com)Support mailbox: (support@gaman-gt.com)

To find out more about Gaman Team and our project please visit our Website: https://gaman-gt.com

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