topic Re: Cisco finesse integration with third party CRM in DevNet General Discussions

Cisco finesse integration with third party CRM

asmita_jams — Fri, 01 Mar 2019 10:44:48 GMT

How do i register to Cisco finesse events so that i can enable and disable buttons of my desktop based application

Re: Cisco finesse integration with third party CRM

dlender — Tue, 17 Jun 2014 12:50:34 GMT

Are you developing a non-gadget application? If so, you can use jabberwerx XMPP library to establish a BOSH connection to Finesse server.

See the NonGadgetSample in the tools folder of the Finesse Tech Center documentation page here

https://developer.cisco.com/site/collaboration/contact-center/finesse/documentation/

Applications are automatically registered for User and Dialog notifications.

In the dialog notifications there are included the participant actions which tell you which buttons to enable/disable.

If you are developing a Finesse gadget, use the finesse javascript library which provides User and Dialog events as well.

Re: Cisco finesse integration with third party CRM

asmita_jams — Mon, 23 Jun 2014 09:11:29 GMT

The application is not an webapplication it is a desktop application .Any API that is available that can create XMPP BOSH connection between the application and the finesse server.

Regards,

Asmita

Re: Cisco finesse integration with third party CRM

dlender — Mon, 23 Jun 2014 14:25:50 GMT

There are xmpp libraries available that support a variety of languages.

See Libraries – The XMPP Standards Foundation

Re: Cisco finesse integration with third party CRM

asmita_jams — Thu, 03 Jul 2014 12:38:46 GMT

I am not able to find cisco UCCX finesse developer guide .

can you please help me out

Re: Cisco finesse integration with third party CRM

dlender — Mon, 07 Jul 2014 15:09:43 GMT

There is only one doc for Finesse Developers for both UCCE and UCCX.

The 10.0 version can be found here.

https://developer.cisco.com/site/collaboration/contact-center/finesse/documentation/

https://developer.cisco.com/fileMedia/download/18fdabc5-75b5-4daa-83df-42e14e66f20e

The 10.5 version will be posted shortly.

Re: Cisco finesse integration with third party CRM

asmita_jams — Fri, 11 Jul 2014 11:22:21 GMT

We tried to use sample non gadget code but we are not able to use libraries into our java code as we are developing standalone application. Do you have any sample code or example?

Re: Cisco finesse integration with third party CRM

dlender — Mon, 14 Jul 2014 14:18:23 GMT

There is no sample java app. There is, however, a sample finesse gadget that uses a java applet to communicate with a thick client app. If you are not creating a finesse gadget but instead want to use finesse inside a thick client java app you will have to find an xmpp library that works with java. There is no sample for this.

Re: Cisco finesse integration with third party CRM

asmita_jams — Tue, 05 Aug 2014 11:42:42 GMT

In finesse how do we get to know the agent is connected to which side of the server i.e side A or side B.
Because I am sending http request to the finesse server using thick client (desktop application).So the url
is of the form http://finesse_server_address/finesse/api/User/" + agentid.
As I have two sides of finesse server hosted on different servers how do i determine which server address to be used to the send the request

Re: Cisco finesse integration with third party CRM

dlender — Wed, 06 Aug 2014 14:13:10 GMT

You should use http://

/finesse/api/SystemInfo

to determine if the side is up.

If the request fails, try the other side.

If the request succeeds, then login the agent with http://

/finesse/api/User/

Re: Cisco finesse integration with third party CRM

asmita_jams — Thu, 07 Aug 2014 12:47:21 GMT

How it manage the load balancing .....

and how it will manage if in the middle of operation (connection)one server failed down will the finesse server connet to other side automatically as in CTIOS happen.?

Re: Cisco finesse integration with third party CRM

dlender — Thu, 07 Aug 2014 13:46:47 GMT

The Finesse agent desktop does failover automatically.

However, if you are developing a non-gadget application you will have to develop failover yourself.

See Chapter 8 Finesse High Availability of the Finesse Developer Guide.

Specifically the section on Recovery.

Re: Cisco finesse integration with third party CRM

asmita_jams — Fri, 22 Aug 2014 13:21:03 GMT

Finesse does not allow same agent to be logged in with same extension at two places at the same time(when I do that the previous session gets disconnected ).

I get the following message for the first agent: This session was disconnected because you signed in to a new agent desktop session.

Is there any way that i can know if the there is a session already created for that agent so that I disconnect that session and create a new finesse session

is there any API available so they that i could get connection information of a perticular aget.

Re: Cisco finesse integration with third party CRM

dlender — Fri, 22 Aug 2014 13:28:31 GMT

Is there any way that i can know if the there is a session already created for that agent so that I disconnect that session and create a new finesse session

is there any API available so they that i could get connection information of a perticular aget.

Re: Cisco finesse integration with third party CRM

asmita_jams — Thu, 04 Sep 2014 10:06:29 GMT

When I do a consult call and when the consult call is answered and after a while I release the consult call the first call still is in hold state so the release and retrieve buttons should be enabled but I am not receiving notification from the finesse server for the held call all I get is an notification for the dropped call (consult call )from the finesse server .Below given is the notification received from finesse server after the consult is released.

<data>

<callType>AGENT_INSIDE</callType>

<name>callVariable1</name>

</CallVariable>

<name>callVariable10</name>

</CallVariable>

</callvariables>

</mediaProperties>

<mediaType>Voice</mediaType>

<action>TRANSFER_SST</action>

<action>CONSULT_CALL</action>

<action>UPDATE_CALL_DATA</action>

</actions>

<mediaAddressType>AGENT_DEVICE</mediaAddressType>

<state>ACTIVE</state>

</Participant>

<mediaAddressType>AGENT_DEVICE</mediaAddressType>

<state>DROPPED</state>

</Participant>

</participants>

<state>ACTIVE</state>

<uri>/finesse/api/Dialog/16817663</uri>

</Dialog>

</dialogs>

</data>

<event>DELETE</event>

<source>/finesse/api/User/5025/Dialogs</source>

</Update>

Re: Cisco finesse integration with third party CRM

asmita_jams — Wed, 01 Oct 2014 13:06:02 GMT

If an agent signs in to the Finesse desktop and then tries to sign in to a second desktop session on another computer ,on the same Finesse server , Finesse signs the agent out of the first desktop session .So how to recieve notifications (for nodes http://Finesse server/finesse/api/User/5025/Dialogs and http://Finesse server/finesse/api/User/5025 ) ,as soon as the agent logs in as agent desktop button need to enabled according to its state.\

Re: Cisco finesse integration with third party CRM

asmita_jams — Tue, 21 Oct 2014 06:46:28 GMT

Can we use agent greeting and agent stats with finesse?

Is there any API or XML to use the same?

Re: Cisco finesse integration with third party CRM

nigel.willis1 — Mon, 13 Jun 2016 09:37:48 GMT

I am also writing a third party application running in a server environment that needs to get notifications from Finesse server. I have written the app in Java and I am using Babbler 0.7 as the means of creating an XMPP session. I can see the finesse server (I guess I mean openfire) replying with available stream mechanisms. In this case it seems only PLAIN is supported

<body xmlns="http://jabber.org/protocol/httpbind" xmlns:stream="http://etherx.jabber.org/streams" authid="89f6eb70" sid="89f6eb70" secure="true" requests="4" inactivity="60" polling="5" wait="60" hold="1" ack="1535782836973282" maxpause="300" ver="1.6">
    <stream:features>
        <mechanisms xmlns="urn:ietf:params:xml:ns:xmpp-sasl">
            <mechanism>PLAIN</mechanism>
        </mechanisms>
        <compression xmlns="http://jabber.org/features/compress">
            <method>zlib</method>
        </compression>
        <bind xmlns="urn:ietf:params:xml:ns:xmpp-bind"/>
        <session xmlns="urn:ietf:params:xml:ns:xmpp-session"/>
    </stream:features>
</body>

My app then sends a log in request using PLAIN:

<body xmlns="http://jabber.org/protocol/httpbind" rid="1535782836973283" sid="89f6eb70">
<auth xmlns="urn:ietf:params:xml:ns:xmpp-sasl" mechanism="PLAIN">AEJUNjQ4ODkAMTIzNDU2Nzg=</auth>
</body>

but gets the following rejection:

<body xmlns="http://jabber.org/protocol/httpbind">
    <failure xmlns="urn:ietf:params:xml:ns:xmpp-sasl">
        <not-authorized/>
    </failure>
</body>

I have checked the BASE64 encoding and it follows the \0+username+\0+password format that I would expect with the PLAIN mechanism and the account I am using is one that I can login with to the login server using Jabber. I have tried the Administration account and similarly it fails.

I have also tried "restclient" to send RESTful requests into Finesse using the same account via the http "Authorized" header, and that works. Is there an enablement stage to allow XMPP access from a third part app that I may have overlooked?

Many thanks

Re: Cisco finesse integration with third party CRM

mhd.barazi — Fri, 11 Nov 2016 10:23:07 GMT

Hello,

I am new with cisco uccx, Please can you advise about this issue:

I want to integrate a virgin finesse with CRM database to get the customer info and to show it when the agent receives a call.

What is the best method, as i find to applicable ways , 1st: to get the information directly from the database using database function in CCX editor, or 2nd: to build a java API to integrate the database with CCX editor, as the API generates XML file which is readable from ccx editor.

thanks,