Cisco Cisco Finesse 8.5(3) トラブルシューティングガイド
Finesse Supervisor Monitor and Barge−In Feature
Causes Third−Party Apps to Reload or Go Blank
Causes Third−Party Apps to Reload or Go Blank
Document ID: 116391
Contributed by Anuj Bhatia, Cisco TAC Engineer.
Jul 26, 2013
Jul 26, 2013
Contents
Introduction
Problem
Solution
Problem
Solution
Introduction
This document describes how to address a problem seen on third−party apps in a Cisco Finesse agent's
browser when a supervisor monitors or barges into the call.
browser when a supervisor monitors or barges into the call.
Problem
With the introduction of the monitor and barge−in feature in Finesee Release 9.1(1), agents who use
third−party gadgets might see their gadgets go blank or reload when a supervisor monitors or barges into their
call.
third−party gadgets might see their gadgets go blank or reload when a supervisor monitors or barges into their
call.
The issue was reproduced in this manner:
Integrated Finesse with the Screenpop gadget. This gadget checks the information present in the
Expanded Call Context (ECC) callVariable1 field and uses it in the Bing search engine.
Expanded Call Context (ECC) callVariable1 field and uses it in the Bing search engine.
1.
As seen in this screenshot, when the agent answers a call the gadget displays the Bing search engine
page with the results of the data present in Call Variable 1.
page with the results of the data present in Call Variable 1.
2.
The supervisor sees the agent in a Talking state and chooses the "Start Monitoring" option.
3.