Verba/UWF interaction

We have a third party vendor (Upstream Works for Finesse) that is integrated with our Cisco Communications Manager and Unified Contact Center Express setup.  One of the gadgets that UWF puts on the agents desktop is an interaction where a supervisor can select a link that opens up a recording of a phone call.   To accomplish this UWF sends an API to the Verba server.   We're currently troubleshooting an issue where the gadget does not work and through troubleshooting and logs UWF found that when they send the request Verba is returning multiple entries.  They have asked me to have you review their API to see what is missing:

Thank you for the previous working session where we captured additional UWF logs.

We have reviewed these logs and here are our findings:

  1. When we open the Interaction Activity task to access call recording, UWF uses the following Verba API to fetch the recording.
    2021/04/30 13:03:17.984:RecordingController  162 2568: DEBUG : Verba RETRIEVAL: 2. URL to retrieve audio is https://verbaweb:443/verba/api?action=SearchCalls&apiKey=688F17FB-DD4C-43BC-AA51-75DBEB07DF20&token=ZSR2RDA8UODbzOhVHgzzvICsLlkkmCj3&responseType=XML&start=2009-10-20+12%3a00%3a00&end=2021-05-01+01%3a03%3a17&meta=UWF%3aUWF_TASKID%3dad89a7a1-a9d5-11eb-a4d4-8d4d18450713_phallinan
  1. However, we receive the following error from Verba when using this API, which indicates a SQL exception.

2021/04/30 13:03:18.016:RecordingController  182 1770: DEBUG : <VerbaApi>2021/04/30 13:03:18.016:RecordingController  182 1770: DEBUG :     <Response2021/04/30 13:03:18.016:RecordingController  182 1770: DEBUG :         code="-1"2021/04/30 13:03:18.016:RecordingController  182 1770: DEBUG :         type="SearchCalls"2021/04/30 13:03:18.016:RecordingController  182 1770: DEBUG :     >2021/04/30 13:03:18.016:RecordingController  182 1770: DEBUG :         <ErrorMessage>SQLServerException: Incorrect syntax near the keyword 'null'.2021/04/30 13:03:18.016:RecordingController  182 1770: DEBUG : </ErrorMessage>2021/04/30 13:03:18.016:RecordingController  182 1770: DEBUG :     </Response>2021/04/30 13:03:18.016:RecordingController  182 1770: DEBUG : </VerbaApi>

At this point, we will need input from the Verba team to know what is missing in the API call sent to Verba. Can you please reach out to your internal Verba developers with this query?

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