The requirement is for Finesse Client to pass an unique call id to the CRM app and the CRM to store the call id reference in the case created for this call. The supervisor can open the case and then use the call ID to query the Nice recorder to play the recording at a later stage.. eg during disputes.
Nice recorder taps on JTAPI. The issue I am having to is to match up the same call id available from JTAPI and CVP or ICM scripts.
How do I get the unique call id from JTAPI during the active call itself, so that this can be passed back to the Recorder ?
And correlate this back to CVP/ICM ?
To start recording, 2 invites are send to recorder from CUCM which contain what we call refci.
This refci can be used to get the call from JTAPI API using CiscoProvider.getCall(int callleg).
CiscoCall.getCallID().getCallManagerID()/CiscoCall.getCallID().getGlobalCallID() gives the GCID of the call which is unique.