ciscose / finessegadgets

Collection of gadgets for Cisco Finesse

Call History Gadget

Finesse now offers a native call history gadget in 11.6.

See the Release Notes for complete details.

1. Tally of the agents total inbound/outbound calls and duration for the day
2. Data can be sorted by clicking on the table header
3. The Detail field can show information captured by the IVR. For Example an account number
4. The Call Back button puts the agents in a not ready state of your choosing, prepends an access code for external numbers, places the call, and then puts the agent back into a ready state when the call is complete.

Installation instructions are Here

Cisco SMS Gadget - Discontinued!

10/1/18 - Update

This gadget was built with Tropo as the SMS platform. Due to a change in Tropo's service offerings, This gadget will not work as is. I am leaving it online for people that would like to adapt it to work with other SMS platforms. For further details on the Tropo changes. Please read THIS post.

SMS Gadget Installation Guide is available Here

If you run into any issues/bugs, please add an issues so I can track it.

Send your questions/feedback to [email protected] or @bmcallister

Enjoy,

-Brad

finessegadgets's Issues

Call History enhancement

When a caller is transferred from the operator it doesn't display the original calling party number.

Agents would like the original party number to always be displayed for callback.

Call History enhancement

Is it possible to have the columns sortable?

Number format verification

Tropo is expecting Country Code + Number. The script currently doesn't validate the correct format was used. I need to add some format checks into the logic.

Missing Time/Duration of calls in CallHistoryGadget

Installed this gadget today on a UCCX 11.0.1 and was not able to upload the "finesse-10.5.1.js" file to 3rdpartygadget/files.
I looked at other SampleGadgets from Cisco and found a way to change the information in the "callHistoryGadget.xml" to the following:
<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>

I have the gadget visible and after a few tries it started to log calls.
I have each call being logged with Number and Inbound/Outbound but the Time and Duration are not shown.
For example a line could look like this:
[Time] [Type] [Duration] [Number] [Detail]
NaN Inbound 00:00:NaN [phone]+46104999400

I have tried to follow the code but do you have any tip on what can be wrong or where to look in the code for the Time/Duration information?
I guess the information that the Gadget is requesting from the Finesse is not as expected or the request itself needs to be tweaked.

I also have problem that nothing happens when i click on the "Call Back" to initiate a call. No error or anything.

I can not see any error-message in the Finesse-client log-file for any of the two problems.
Any clues from your side ?

Call stats not loading

Running UCCX 11, and I'm having a bear of a time getting call history to show. I've uploaded all files to both my uccx pub and sub. I've removed the comments from these lines:
<script type="text/javascript" src="/desktop/assets/js/jquery.min.js"></script>
<script type="text/javascript" src="/desktop/assets/js/finesse.js"></script>
and I've restarted finesse services (eventually i restarted the entire cluster).

Testing in IE 11 and firefox 47

At first no stats show, but then when I receive a call, (referencing the pic below) the stats in section 1 all popup as 0. They stay 0 no matter how many calls I answer. sections 2,3,and 4 never populate with anything

https://camo.githubusercontent.com/8269b4476c5dd1ad55ce1071b80cdf76327049d1/68747470733a2f2f73332e616d617a6f6e6177732e636f6d2f62646d2d66696c65732f73637265656e73686f74732f63616c6c486973746f72794f766572766965772e6a7067

Any help would be appreciated.

Total Calls Count

Totals not resetting from Friday 12/30/2016. Trying restarting computer, did not resolve the issue.

Inbound ICD calls show as Type Outbound

Great gadget mate...

Couple things that I've noticed, and not sure if I've done something wrong, or have something misconfigured somewhere.

• Inbound ICD calls show as type "Outbound" and the number is the not the original caller number but rather the UCM Trigger number.
• Inbound calls that ring out and forward to Voicemail show up with 2 "Inbound" Call entries

Incoming Consult calls are presented as Outgoing in callHistory Gadget

Customer are having problems with some Consult Transfer calls ending up as two entries in the callHistory gadget.
One entry as an "Outgoing call" and one entry as the incoming call (external part that was transfered).
I have problems to recreate the problem and test the latest version in lab so i am creating this here for if there is something that needs to be fixed.

The Agent "suswik" has the DN 62297 and are taking UCCX-calls on a script that has CTI-RP with DN=69856.
It seems that at least some calls that are redirected from another script (with DN 61099) to this CTI-RP could be part of this error.
From my understanding the caller "0703153567" did call the 61099 CTI-RP and that call was then forwarded (Consult transfer) to the Application that this agent was part of.

I am including the screenshot and FinessClient-log for reference:
callHistoryConsultTransfer.zip

The gadget is running on a UCCX 10.6-server.
Regards
Mikael Hansson

Call History Gadget adding additional "1" in front of original number & Call back function is not working

Call History Gadget adding additional "1" in front of original inbound number & Call back function is not working .

New call arrival is not taking Sort order into account when adding it to Call History

Small problem with latest version of gadget. When sorting with the oldest call at the bottom and earliest at the top i still get new calls at the end of the CallHistory.
Sorting by clicking on header does not work as expected after this. I guess the sort-mechanism in the code does not take the sort-order into account when a new call arrives in the history and put this call on the top of the list.

Logout of Finesse and logging back in fixes the Call History order

Callback issue - number not being sent do IPcomunicator

HI,

when we use the call back button to place a call the number is not sent to IPcomunnicator, the IPcommunicator its activated but is waiting for the number.

Any idea?

thanks!

Cache and Nan

10.6 SU2 with IE11 we're seeing that the Time column always shows NaN, the seconds portion of the Duration also shows NaN, and the stats are not resetting/clearing each day.

Inbound Call "Browser Pop up" Error

Hi,

I was able to install this gadget with instructions you provided and it looks and works great. I notice when inbound call comes into agent a new browser window opens and produces the following HTTP 404 error. The Finesse window with the gadget continues to work fine with no issues, its just this second browser window that opens during inbound call. Same behavior and error message using both Firefox and IE. Has anyone else run across this issue?

HTTP Status 404 - /desktop/container/$%7Buserlink%7D

type: Status report

message: /desktop/container/$%7Buserlink%7D

description: The requested resource is not available.

Thank you,
Scott

Last call are not updated until page is refreshed or sort order changed

Last call are not updated until page is refreshed or sort order changed.
This seems to happen both on incoming and outgoing calls on the last version of the callHistoryGadget.
is this a limitation or can it be fixed ?

courtesy call back only displays extension of call back application not caller number

We are utilizing call backs in our queue but the gadget only shows the extension of the call back queue application, not the number the person entered to be called back on. Any way to pull that number thru and have available to call back in #the event the call were to get disconnected or something?

incorrect call type

Hallo,
I have recognized an issue for calls from logged-in agent to logged-in agent. In this call scenarion on called agent is call presented as outgoing andf not as incoming
When calling agents log-out form finesse, that call type is presented corectly as incoming.

Call History list enhancement

Agents would like to see the newest call at the top of the list.

The Log message is not useful.

finesseGadgets/callHistoryGadget/11.x/callHistoryGadget.js

Line 60 in 1958bd6

clientLogs.log('time sort: '+ calls);

I was reviewing my logs and found this:
time sort: [object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

I suggest that this log message doesn't provide any real value to anyone.
Please consider removing this line.

Call History Totals

Customer requested that totals be calculated for number of in/out calls along with the duration.

Not getting details (UMI)

Loaded updates and now not getting details (UMI). It's just displaying N/A.

Missing Calls

If the browser is refreshed mid-call, that call is not captured by the call history gadget.

Error in SMS Gadget

I'm seeing the following error in the gadget after sending an SMS message. I'm not sure if this is related to the Firebase request or the Tropo request.

"Missing or malformed url parameter"

CCE Transfer to Route Point

Calls transferred by an agent to another Queue (Route Point) are recorded as inbound calls with CCE.

Calls not recorded when CLID is hidden/unknown

First of all, it is a great gadget. Works well in UCCE 9.0 and Finesse 10.5.

When the call comes in from a device with hidden or withheld CLID, the call is not counted towards total number of calls handled and does not appear on the call back list. Should I expect all calls to be counted or this is done by design: "don't consider/count calls that cannot be called back"?

History Blank

Hi Brad,

Like some others I'm not seeing any data in the History gadget. Running UCCX 10.6 (clustered Pub/Sub if this matters), trying on IE 11. Gadget loads as expected just no data.

Tried updating the finesse and jquery sections of callHistoryGadget.xml as you and others have specified prior, then relaunched the browser with the ?nocache to reload the gadget. I'll attach the client logs if this helps at all...nothing is really jumping out at me in the logs, appears that the gadget is detecting the call.

Thanks for any assistance you can provide!
-Mitch

client logs.txt

Not showing inbound Consult call

Agent using the consult button and calls into another queue and when answered the call doesn't count as a inbound call. It also shows as Consult To.

How to get Conference Out Type in callHistoryGadget

How can I get Conference Out type from handleEndDialog in https://github.com/CiscoSE/finesseGadgets/blob/master/callHistoryGadget/11.x/callHistoryGadget.js?

I'm referring to direction.desc and direction.dir in this case.
direction.desc should be Conference and direction.dir should be out.

First, thank you! Then a note to the VDI people out there

Thank you thank you thank you for this! This is amazing!!!

I wanted to post about my troubleshooting experiences in case anyone is having the same problem. With Mozilla (in our VDI environment only) I had to put the gadget into its own tab. Not sure why, but it worked on the standalone PC in a tab with other gadgets, but not in VDI. The Mozilla versions on my stand alone PC and the VDI desktop were the same, so I am not certain what the difference was.

And as far as IE11, I had to go into developer tools and change the version it was emulating to get the jquery to load.

Call Transfer Logging Enhancements

• Provide more detailed information on transferred calls when call is hovered over
• Include to and from details
• Agent or queue name if applicable

Using multiple access Codes

Hi,

Is there a way to add additional access Codes to the "callHistoryConfig.js for when the callback feature is used. For example a local outbound call using access code 9 will be different than an international call which uses 9011.

"accessCode": "9" // access Code

Thanks,
Scott

Call History - Outbound Access Code

Callback button for external calls don't complete. Works for a internal calls.

If you press the callback button can it allow you to edit dial and add 9?

Not Working right

Hi,

This gadget load ok but I do not see any call history after making /Receiving several calls.

UCCX 10.6

Call Back Issue

Hello:

In Spain and others countries, the access codes is 0, in the function makeCall, the variable number is an integer and if the first digits is 0, this digits are remove and the call is not working. Thanks

Reagrds.
Carlos Sanz

UCCX cannot create file finesse-10.5.js.filepart

Hello.
I am using your code with UCCX 11.0.
But I cannot seem to be able to copy 1 file namely " finesse-10.5.js". It says permission denied using the 3rdpartygadget account. All other files copy just fine.

Call can not be completed as dialed

I have uploaded the script. Changed the appropriate entries in the callHistoryConfig.js to have access code 9, to get an outside line. Updated reasonID and callDetail variables as well.

The gadget works correct on logging inbound and outbound calls. But when I press the CallBack button, the phone says "Call cannot be completed as dialed". This would usually happen if it was trying to dial the number without the access code. Can you assist? What am I missing?

Call History add information enhancement

We would like to see the UMI number that is passed with the enterprise call variable.
Variable: userUMI

Finesse call Histroy

Hi

The call History is blank on my gadget..any assistance would be appreciated

thanks

Gadget Rendering

I received the error below in finesse. Any clue what I may have done wrong?

There were issues rendering this gadget.
org.apache.shindig.common.xml.XmlException: The processing instruction target matching "[xX][mM][lL]" is not allowed. At: (13,6)

http://localhost:8082/3rdpartygadget/files/callHistoryGadget/callHistoryGadget.xml

Call History issue

Duration time when it's a single digit, it does not add the 0 in front.

v
doc1.docx