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This document was generated from CDN thread

Created by: Dustin Armstrong on 09-04-2013 10:08:41 AM
A mandate by the governor has required that the majority of call center agents hired in a UCCE / Finesse environment be vision impaired. Since the blind cannot use the mouse we have been tasked to create an application that would give these agents access to finesse via keyboard. Additionally, we must provide audible prompts so that the agent knows what is going on since they cannot see the screen. Is this the API we should be using? Would there be a better way to create something for these users?
The application we want to create would allow a blind agent to control finesse functions with his/her keyboard. Additionally, we would provide audible prompts for things like ready status, inbound caller ID, time on hold, etc...

Subject: RE: New Message from Dustin Armstrong in Finesse - General Questions: Fines
Replied by: David Lender on 09-04-2013 12:47:02 PM
You can create a custom Finesse Agent desktop using the Finesse WebServices API. It would be up to you to make your custom Agent desktop accessible.  Finesse requires your application be able to send/receive HTTP requests/responses as well as the ability to manage an XMPP connection to the Finesse server.  With it you can do anything with Finesse that the Finesse agent desktop does (as it uses the WebServices API itself), you’ll just have to develop your own desktop either in the browser as a webapp or as a (windows) desktop app.  The finesse javascript library has a very basic html/javascript webservices API example called non-gadget sample which you can use as a starting point.

Or you can use either CTIOS or CAD Agent Desktop products which I understand have accessibility features built in.
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