Cisco Finesse Inside Incedo CRM

[nila27]

Hi All,

We are use Finesse 11.6 with UCCE 11.6 components . Globally we are using Incedo CRM for other department work day today use.

Requirement:

Going forward UCCE , Agents are going to use only  Incedo CRM via Browser continuously and they wont use finesse agent desktop . here we need to bring Finesse functionalities in to this I CRM with custom widget inside this CRM. This custom widget will show the calls,alerts etc as like Agent desktop:

If any Finesse calls comes , agents will get notified in their CRM and they will answer the call through CRM.

I am not sure whether this integration of Finesse inside this  CRM is possible, do you think we need any connectors to do this functionalities?.If so , how i can start this work , please suggest.

What are all the events we needed from Finesse perspective to publish or subscribe the events to CRM development team.

Thanks,

Nila.

[dekwan]

Hi,

Yes, this is completely possible, but it will not be an easy effort, depending on how much Finesse functionality you want to add. Call control can get very complex if you want to add consult/transfer/conference.

In order to accomplish this, you will have to use the Finesse REST APIs to make the requests and the Finesse Notification Service to get the events (user, call, etc) as a result of the request. The Finesse agent desktop uses these exact APIs. You can find the documentation for these APIs here: https://developer.cisco.com/docs/finesse/#!cisco-finesse-desktop-apis  More information about the Notification Service can be found here: https://developer.cisco.com/docs/finesse/#!about-cisco-finesse-notifications 

I would suggest taking a look at this sample: https://github.com/CiscoDevNet/finesse-sample-code/tree/master/NonGadgetSample But, I would suggest using Strophe.js as the XMPP library instead.

Before diving into the coding part of it, I would suggest using postman and pidgin/audium to manually interact with the Finesse server so that you can understand the request/event system with Finesse. DevNet has self-paced tutorials that can help: https://developer.cisco.com/docs/finesse/#!basic-user-rest-apis/finesse-basic-user-rest-apis-with-xmpp-events I suggest doing the three REST API tutorials.

I hope this helps you get started.

Thanx,

Denise

[PTS]

Hi Nila

Has your requirement for a connector been fulfilled.

If you are open to 3rd party connector solution you can write to info@parsec-tech.com

Application : MARS UCCE_PCCE Connector for CRMs

Parsec's CRM Connector application works as a bridge between CRM & Cisco UCCX / UCCE / PCCE
The solution will enable the user/agent to login into Cisco Contact Center using the CRM interface and handle calls.
Agent will be using a single interface for both data and call control instead of switching between the CRM interface and Cisco CC Finesse interface.

Please check attached document.

For more details please write to info@parsec-tech.com
www.parsec-tech.com