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Finesse Development Guide

Hello,

I am new in Finesse Development. I have quite good experience of CTIOS application development. As for as i think Finesse is the replica of CTIOS application because now cisco is transferring things to Web.

In CTIOS development, we use CIL Library for Java development and we get events from CTI server . We can have detail guide for this.just like

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios7_0/developer/guide/cti70d…

As for as i know,  we use Finesse.js in finesse which is exactly like the CIL library? please make me correct if i am wrong

and i am not be able to find any kind of document in finesse which told me that, which event i received from the CTI server, what are call objects, what data they passed, who can we extract data from different object , etc..So can any body help me to find out this document or any other idea that how can i find out this.

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The Finesse javascript library allows for creation of Finesse gadgets in the Finesse agent desktop. The WebServices API provides for creation of a custom web app.

CTIOS has session, agent and call objects. Finesse is REST based and has User (agent) and Dialog (call) objects; there is no session object. Finesse is NOT an exact replica of CTIOS.

To obtain the call data from a Finesse Dialog you use the getMediaProperties method of the Dialog. To set call data you will need to create an updateCallVariable method of the Dialog object which sends a PUT request on the dialog with requested action as “UPDATE_CALL_DATA” For an example of retrieving call data from the Dialog object see the ScreenPopSampleGadget on the Finesse documentation page here https://developer.cisco.com/site/collaboration/contact-center/finesse/documentation/

The mapping of CTI Server events to Finesse events is in the Finesse WebServices Developer Guide here

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

See section CTI Event Mappings for Dialog and Participant States.

View solution in original post

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Highlighted
Frequent Contributor

The Finesse javascript library allows for creation of Finesse gadgets in the Finesse agent desktop. The WebServices API provides for creation of a custom web app.

CTIOS has session, agent and call objects. Finesse is REST based and has User (agent) and Dialog (call) objects; there is no session object. Finesse is NOT an exact replica of CTIOS.

To obtain the call data from a Finesse Dialog you use the getMediaProperties method of the Dialog. To set call data you will need to create an updateCallVariable method of the Dialog object which sends a PUT request on the dialog with requested action as “UPDATE_CALL_DATA” For an example of retrieving call data from the Dialog object see the ScreenPopSampleGadget on the Finesse documentation page here https://developer.cisco.com/site/collaboration/contact-center/finesse/documentation/

The mapping of CTI Server events to Finesse events is in the Finesse WebServices Developer Guide here

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

See section CTI Event Mappings for Dialog and Participant States.

View solution in original post