Finesse - Receiving a Call

[sghss214]

I'm new to Finesse. I'm trying to create a custom UI for the Finesse desktop.

I would like to know how a ringing event(A call arriving at the agent desktop) is monitored and being captured. Also about how the on call events are getting triggered.

[dekwan]

Hi Jerry,

You need to make a connection to the Finesse Notification Service to get the call events for an incoming call. These events come from UCCE/CCX.

Thanx,

Denise

[sghss214]

Hi Denise,

I'm pretty new to Finesse. I'm trying to create call controls from a non gadget custom UI which will hit the finesse sever. Could you please help with the below queries.

How to make a connection to Notification Service?

Is there any sample code available for creating a connection and receiving a notification from Finesse server?

Thanks,

Jerry

[dekwan · Accepted solution]

Hi Jerry,

Here is information about the Finesse Notification Service: https://developer.cisco.com/docs/finesse/#!about-cisco-finesse-notifications

If you are doing this via a custom browser-based UI, you will need to use BOSH to create your connection: https://developer.cisco.com/docs/finesse/#!connect-to-xmpp-over-http-bosh-using-finesse-eventtunnel

This sample might be useful to you: https://github.com/CiscoDevNet/finesse-sample-code/tree/master/NonGadgetSample

Thanx,

Denise

[sghss214]

Hi Denise,

Thanks for the information. Will look into it. Will let you know if any further queries.

Thanks,

Jerry