How does Finesse differentiate between call data updates in the dialog notifications?
If an agent is on a call and the call data is updated by another agent, then the CTI server will issue a CALL_DATA_ UPDATE_EVENT to everyone involved in that call. Previously in CTIOS, the event will come as a Call Data Update event which gets handled accordingly. In Finesse, all the call data is sent on every Dialog notification that comes back. The agent appears to simply receive a new Dialog notification object with the updated call variables but the same state, participant states, etc. in relation to the call. This makes it difficult to identify the cause of receiving the Dialog notification to be due to the call data being updated. There looks like no easy way (a flag, or similar) on the Dialog notification to indicate that it is simply the call data that has been updated. How does the Finesse desktop deal with this scenario?
Finesse's notification is designed to always show the current state of the object (User, Dialog, etc). So, when the call data changes, Finesse will publish a new Dialog object with the updated call variables but same state, participant state, etc. The only way to know that the call variables were the only change would be to add a logic to compare the previous object with the new object.
The Finesse desktop doesn't attempt to figure out what changed in the User/Dialog object, it just blindly displays everything in the notification whether or not there was a change.
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