Automation for Finesse

[philip.pellicane]

Hi, I've been tasked with identifying an automation candidate for Finesse which is due to replace our current softphone applet based telephony software and was hoping someone could steer me in the right direction. The biggest issue is probably emulating or recording the act of dialing into a queue, entering an account number as a client or SSN and taking it from there.

Thanks!

[dekwan]

Hi Philip,

How are you using Finesse? Are you using the REST APIs and built a custom agent desktop? Or are you using the Finesse out of the box desktop? You had used the word emulating, so are you trying to emulate the calls as well so that the calls are not actually made?

Thanx,

Denise

[philip.pellicane]

Hi Denise,

This is out of the box. Sorry forgot to mention. The intention is to somehow record someone in the act of logging into Finesse, dialing into our phone queue in the test environment on another hardphone, entering their account number or social security number through the IVR menu choices, and then simulating other actions such as establishing a conference, transfer (warm and cold) etc.

Hope that helps.

Thanks. Phil.

[dekwan]

Hi Phil,

In terms of simulating the hard phone in an automated fashion, I would probably suggest using JTAPI: Cisco JTAPI I myself haven't used JTAPI to simulate the phone, but I believe it should work.

For simulating the Finesse out of the box agent desktop, a tool to automate a web application should probably be used. The Finesse team had used Selenium at one point, but it is very clunky and not 100% reliable. So I would suggest to find a tool that is similar.

I hope that helps.

Thanx,

Denise

[philip.pellicane]

Will definately give those a try. We do currently make use of a new framework and Selenium so maybe its more stable.

Thanks!