Finesse Agent Desktop integration with BMC Remedy platform

[test17]

Hello Guys, 

We are using Finesse about UCCX 11.6. In this moment nedd to do integration Finesse with BMC Remedy  and  to see the caller ID information. Is possible to do this? Any have idea about this?

Thanks, 

Regards,

Wilson Santana

[david.macias]

Wow, Remedy. That's a name I've not heard in a while. So it's not clear what you're trying to do. Do you want to do a screen pop into Remedy? Do you want to bring in some Remedy data into the agent desktop? Both of those are possible assuming Remedy allows it/has an API.

david

[test17]

Hi David Macias,

Thanks a lot for your contact. No, not is Remedy. It’s IT Management Tool used by Service Desk Team and BMC Remedy is a vendor. We are need to do integration Cisco Finesse with Remedy to see the caller ID of call. 

Thank You,

Regards, 

Wilson 

[david.macias]

I'm still not sure I understand. Are you able to see the caller ID of the caller on your phone or Finesse when the call arrives?

david

[Gerry O'Rourke]

Wilson,

We don't really have enough info to tell what is possible - as we don't have enough enough about what your Management Tool can do and how you can pass variables to it.

There are likely a number of possible ways.

1) Cisco Finesse on call answer or call alerting to send a HTTP API request to your application server with details such as AgentID & ANI of the caller. And using the AgentID you can match this up with the user logged into your Management tool. (likely requires some development on the management tool)

Check out Finesse Workflows here:

Reference: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1161/Admin/guide/cfin_b_cisco-finesse-administration-guide-116/cfin_b_cisco-finesse-administration-guide-116_chapter_01000.html

2) If you application is web based and supports passing parameters such as the ANI via the URL - you could use host your web app within Finesse as a Finesse Gadget - check out the sample gadgets but especially the screenpop up below:

Reference

https://developer.cisco.com/docs/finesse/#!sample-gadgets/sample-gadgets

https://github.com/CiscoDevNet/finesse-sample-code/tree/master/ScreenPopSampleGadget

Gerry

[test17]

Hi Gerry,

Thanks a lot for your contact and sorry by delay in the answer. I don´t have domain about BMC Remedy IT Management and am trying take more details about this issue with another area. This tool manage the Tickets/case the problem and implementation. 

Thank You,

Regards,

Wilson

[SwathyEdayath]

Hi Wilson, 

Good Day, Did u manage to do this ? we are looking to accomplish the integration. 

[dhiarumu]

Hi Wilson,

If we understand your question correctly, you are trying to integrate Finesse with SRM tool like BMC Remedy. As Gerry pointed out, we can use the Finesse workflow and gadgets to integrate with Remedy.

Regards

Dhina 

[prawat155]

As far as I know, BMC remedy supports open API integration. And, if that’s correct, any third-party integration tool - like a unified agent desktop or CTI connector might help you integrate the application with your Cisco Finesse environment. 

You can try out the below tool: 
https://www.novelvox.com/unified-agent-desktops/cisco-finesse-agent-desktop/

Hope this helps!!