Gadget Finesse APIs

[amfat20001]

Hello,

we are integrating our CRM with  PCCE 12.5 and need answer on some inquiries

1- what is the difference between gadget and non gadget samples. I can see that both can be html files and calling JS at the back end. finessenongadget.js and finesse.js

2- Regarding gadgets , if we need to call an API (for example answer call) . for the request sent, is it necessary to login on finesse  as an agent or there is another alternate authentication.

3- Could you please mention reference for the APIs to be called by finesse gadget.

[dekwan · Accepted solution]

Hi,

I'd be glad to help with your questions.

1- what is the difference between gadget and non gadget samples. I can see that both can be html files and calling JS at the back end. finessenongadget.js and finesse.js

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Gadgets are used within the Finesse built-in desktop (https://<FQDN>/desktop) and cannot be placed in any other container. The non gadget sample is showing you an example on how to build your own Finesse desktop using the Finesse REST APIs. Both the finesse.js and finesseongadget.js are JavaScript wrappers on top of the Finesse REST APIs (https://developer.cisco.com/docs/finesse/#!rest-api-dev-guide), but the finesse.js (https://developer.cisco.com/docs/finesse/#!javascript-library) can only be used within the Finesse built-in desktop.

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2- Regarding gadgets , if we need to call an API (for example answer call) . for the request sent, is it necessary to login on finesse  as an agent or there is another alternate authentication.

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As explained in the previous answer, gadgets can only be used in the Finesse built-in desktop. By the time the gadgets are loaded, the user is already logged in. If you are asking for a non gadget, then yes, the user needs to be logged in before the dialog APIs can be used, but this isn't for authentication purposes. You can use some of the GET APIs without logging in the user.

3- Could you please mention reference for the APIs to be called by finesse gadget.

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You can find all the information about the Finesse APIs here: https://developer.cisco.com/site/finesse/

Specifically, the Finesse REST API documentation: https://developer.cisco.com/docs/finesse/#!rest-api-dev-guide 

The Finesse JavaScript API (finesse.js): https://developer.cisco.com/docs/finesse/#!javascript-library 

Remember, you can only use the finesse.js in a gadget that is placed within the Finesse built-in desktop. Any other integration with Finesse must use the Finesse REST API.

I hope this helps!

Thanx,

Denise

[dekwan · Accepted solution]

Looks like this was a duplicate of https://community.cisco.com/t5/contact-center/finesse-out-of-the-box/m-p/4537132

I will mark this as solved since the duplicate was marked as solved.

[amfat20001]

thanks Dekwan appreciated

what if Agent logged to SSO/active directory. Does he need also to login as agent to finesse to receive the call. I mean the active directory profile will store the agent information like cisco user ID ,password ,extension. SSO layer will handle the login to cisco finesse. 

the question is if I used non gadget rest APIs. Do i need to login as an agent with (Finesse CTI id, password and extension) or login to SSO is enough (global user name and password)

[david.macias]

There are some very big leaps you're making. SSO has no concept of Finesse or Outlook or any other application. All SSO knows about is authentication and authorization. You will need to login the agent even if they are not using Finesse. Look at Cisco CRM connectors to see how other CTI desktops do not use Finesse, but still login to receive calls.

david

[amfat20001]

thanks David, SSO is an abstract application deployed as web application to do authentication and authorization (in cisco through SAML) . Some SSO vendors , like oracle give you SSO layer deployed on infra server and give you feasibility to put your login page , change/forget passwords pages  under their web folder.

When user invoke the CRMURL, it redirect it to SSO layer deployed on infra server to do the authentication. it is authenticating from oracle OID (directory services solution). what we did before in SSO application we added Cisco login functionality 

1- fetch agent id, password , extension from active directory

2- login to cisco.

3- Return the response by successful login with token to CRM in addition to successfully logged agent ID.

Let me rephrase my question with example, If I logged to any cisco  application (e.g. CUCM) using SSO agent credentials. After that need to login to Finesse desktop. do i need to enter agent ID  ,password  and extension? or the first SSO  login was enough

[david.macias]

Thanks for the clarification you do have a good handle on SSO. So from my personal experience I just tried SSO in UCM and I still had to authenticate in Finesse. This might be my environment configuration though.

david

[dekwan]

If you are talking about the Finesse built-in desktop, at a minimum, you would have to enter in the agent's username. I do think it depends on your browser/environment to see if the ids automatically authenticates or not.

Earlier, your SSO question was originally about the non gadget REST APIs. For using the REST APIs, you need to authenticate via the authorization in the REST API header using the token from IDS. So, yes, you will need to provide that every time.

Thanx,

Denise

[amfat20001]

Many thanks Dekwan, quite clear . would you please advise about IDS configuration guides and documentation

[dekwan]

Hi,

would you please advise about IDS configuration guides and documentation

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Are you trying to get the token for the REST APIs? If so, take a look at this: https://developer.cisco.com/docs/finesse/#!rest-api-with-sso-guide-client-integration

If not, can you clarify what you are looking for exactly?

Thanx,

Denise

[amfat20001]

Dear Dekwan,

Actually we are doing assessment whether to go finesse or non finesse. I need specific answers if you would please:

1- Send configuration guide of IDS, How to register new application with IDS , in order to use it is login, logout and forget password pages. beside rest of configs if I need to host special web pages on IDS server.

2- If we will use finesse out of the box. suppose that I have my CRM (Siebel or Netcracker) . I succeeded to register it with IDS after following the guide (you will send me as per 1st question). First , I login to CRM through IDS SSO (let us say from Chrome) , I assume that after successful login, I will be able to open Finesse desktop directly without logging again. as it will use the same user ID logged before to CRM. this is  because still same http session for CRM exist, and we are using same browser (chrome new Tabs page) to open finesse. Please confirm.

Finally if we will go non finesse (Rest APIs), it will be definitely clear that we will make use of token every where in any Application to make use of SSO. 

[dekwan]

Hi,

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Actually we are doing assessment whether to go finesse or non finesse. I need specific answers if you would please:

1- Send configuration guide of IDS, How to register new application with IDS , in order to use it is login, logout and forget password pages. beside rest of configs if I need to host special web pages on IDS server.

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This is the guide I have but it is geared towards configuring it for CCX/CCE rather than CRM: https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/200612-Configure-the-Identity-Provider-for-UCCX.html

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2- If we will use finesse out of the box. suppose that I have my CRM (Siebel or Netcracker) . I succeeded to register it with IDS after following the guide (you will send me as per 1st question). First , I login to CRM through IDS SSO (let us say from Chrome) , I assume that after successful login, I will be able to open Finesse desktop directly without logging again. as it will use the same user ID logged before to CRM. this is  because still same http session for CRM exist, and we are using same browser (chrome new Tabs page) to open finesse. Please confirm.

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I do not know for sure if you will be able to open the Finesse desktop directly without logging in again. That is something that you will need to test. My assumption is that it should because that is how SSO should work, but I have never tested it to see if it is indeed like that.

Thanx,

Denise