Finesse Integration for Client/Server based CRM

[SamuelBSIBern]

Hello,

My company is developing a third party Finesse-Client integration for our CRM.

Users should be able to handle calls and manage their state (ready, not-ready etc.) in the CRM.

I would like to ask if our planned approach is supported by Finesse/UCCE.

We already have a working MVP and would like to know if we can go forward with it.

The CRM is based on a client/server architecture. The server renders the UI and synchronizes it with the client, which consists of a very thin JavaScript layer in the browser. Therefore, all Finesse interactions will have to be handled in the backend.

Finesse API calls are dispatched by the server based on user interactions with the client (Login/Logout, changing state, Dialog interactions etc.).

On startup, the server establishes a single Finesse-XMPP connection through which it receives the Finesse notifications of all currently logged in users. To accomplish this, subscriptions to user nodes (/finesse/api/User/{id}, /finesse/api/User/{id}/Dialogs etc.) are added to the XMPP connection whenever a user logs in and removed again after logout (see https://developer.cisco.com/docs/finesse/#subscription-management).

The server analyses the received Finesse-XMPP notifications and updates the clients of the users accordingly.

Since our CRM runs in a cluster with multiple servers, every server instance will handle at most 200 concurrent agents.

Cheers,

Samuel

[dekwan]

Hi,

The API calls dispatched from the server is fine and supported. The single Finesse-XMPP connection is not. Every time a user logs in, you need to make a Finesse-XMPP connection using that user's credentials.

At the end of the day, you are allowed to proceed however you would like, but if you ever need any type of support from Cisco, you will need to revert it to something supported until the help will be provided.

Thanx,

Denise

[SamuelBSIBern]

Hi Denise,

Thank you for your feedback.

Getting support from Cisco in case of problems is an important issue for us, which is why we'd like our architecture to be compliant.

Would Cisco consider our Finesse integration as supported if the CRM establishes a BOSH/XMPP connection from the browser of each user with the user's credentials? The server would still process all Finesse notifications through one single XMPP connection but we could guarantee that there exists an active Finesse-XMPP connection for each user that is logged in.

Cheers

Samuel

[dekwan · Accepted solution]

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@SamuelBSIBern wrote:

Would Cisco consider our Finesse integration as supported if the CRM establishes a BOSH/XMPP connection from the browser of each user with the user's credentials? The server would still process all Finesse notifications through one single XMPP connection but we could guarantee that there exists an active Finesse-XMPP connection for each user that is logged in.

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No to the "server would still process all Finesse notifications through one single XMPP connection". That is the part that is not supported. It isn't so much that there exists a connection for each user. It is the fact that all of the notifications are going through one channel.

If the browser created the BOSH connection for each user and processed the notifications, then that is what is supported.

Thanx,

Denise