Call History Gadget Installation Guide

This gadget displays an agent’s call history throughout the day. Each contact in the history can be called back with a single click. A tally of the agent’s inbound/outbound calls and duration is tracked at the top of the gadget. The history can be sorted by clicking on the header of any of the columns. The history is reset at the start of each day.

Before deploying this gadget create a not ready reason code in the Finesse Administration for call back purposes. This reason code will be used if the agent is in a ready state when clicking the call back button in the gadget. You will need to obtain the reason code ID. Unfortunately, this doesn’t match the “reason code” in the Finesse Administration. A quick way to determine the ID is to load the following URL in your browser. This pulls a list of not ready reasons using the Finesse web API: https://<finesse hostname or ip>:8445/finesse/api/ReasonCodes?category=NOT_READY When prompted enter a UCCX admin username/password The reason code ID is located in the URI element as pictured here:

For this example I am using reason code 5.

In the latest version of the Call History Gadget, customer specific settings have moved to a new config file called: callHistoryConfig.js. This makes updating the gadget much easier moving forward. 3 settings are currently controlled by this config file.

1. The reason id captured above
2. Access code required to make an outbound call. Ie: 9
3. A call variable to include in the detail column of the history. This could be an account number captured by the IVR or similar information.

Installation Steps:

1. Download the latest copy of the gadget from GitHub
2. Open callHistoryConfig.js. Set the values below to match your deployment and save the changes:

1. Gadgets can be installed on your own web server or directly on the Finesse server. In order to install on the Finesse server follow these steps:

   • If you have never installed gadgets on the system before, the 3rdpartygadget account password must first be set. This is done by connecting to the uccx server via SSH and running the following command: utils reset_3rdpartygadget_password
   • Once the password has been set SFTP to the UCCX server with with the username: 3rdpartygadget and the password set in the previous step. filezilla (windows) or transmit (mac) are two of my preferred SFTP clients.
   • Upload the callHistoryGadget folder into the files directory.

2. Next we will update the Finesse layout to point to the new gadget. Load the Finesse administration by going to: https://:8445/cfadmin/

   • If your team’s are utilizing the default layout, Click on the desktop layout tab. Otherwise, click on the Team Resources tab to edit a specific team's layout.
   • I prefer to copy the Desktop Layout XML to a text editor, modify it and then paste it back once you are complete. Where you place the Call History Gadget is your preference. In this example I am placing the gadget under the HOME tab in a column next to the CUIC live data gadgets. If you uploaded the gadget as a instructed above, you can copy the following lines:

   <column>
<gadgets>
<gadget>/3rdpartygadget/files/callHistoryGadget/callHistoryGadget.xml</gadget>
</gadgets>
</column>

   • Your Finesse layout might not look exactly like this screenshot. The text inside the yellow box are the only lines we need to add. The rest is just for context.