cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Announcements
Walkthrough Wednesdays
567
Views
25
Helpful
11
Replies
Roy_11
Beginner

Screen Pop CTI Integration on 3rdparty App

Hello Experts ,

 

we are trying to integrate the screen pop on one of our web application instead of having finesse desktop to handle calls and all Call control state which is available in  finesse , could you please provide some insights on this how  to start this process Many thanks !!! Since i am very new to this i hope experts will give some insights to start .

 

Just need prerequisite for this 

 

Appreciate  all your responses !!!!  

4 ACCEPTED SOLUTIONS

Accepted Solutions
dekwan
Cisco Employee

Hi,

 

You can use the Finesse APIs in an external app. The Finesse APIs have the ability to answer the call and do other call control operations. You can find these APIs in the dialog APIs: https://developer.cisco.com/docs/finesse/#!dialog-apis

 

I am sure IP communicator and Jabber has APis as well, but I am not familiar with them.

 

Thanx,

Denise

View solution in original post

Thank you  Gerry , Appreciated your quick responses . 

View solution in original post

dekwan
Cisco Employee

Yup. What Gerry said

 

It is like 95% the same between the two deployment types. There are a few not so common APIs that only work on CCE, but other than that, they work on both.

 

Thanx,

Denise

View solution in original post

 

 

Thank you very for responses Denise ,Gerry... 

View solution in original post

11 REPLIES 11
dekwan
Cisco Employee

Hi,

 

Let me make sure I understand your situation correctly. You want to integrate Finesse into your existing web application to do call control. Is that correct?

 

Assuming the above is correct, you would have to use the Finesse REST APIs and the Finesse Notifications. You may find the Finesse NonGadgetSample useful as a pointer: https://github.com/CiscoDevNet/finesse-sample-code/tree/master/NonGadgetSample

 

Thanx,

Denise

Denise, 

 

yeah your understanding is right , not exactly finesse but we trying to build bot kind of web app within small frame with call control agent state and agent control state etc.. may i know where  i can find the call control state method to offer the trigger message whenever call comes into jabber or IP communicator , Could you please clarify that, form where i can able to find that ???  

 

Thanks for your responses in advance !!! 

 

Thanks!

Roy 

dekwan
Cisco Employee

Hi,

 

What do you mean by "not exactly Finesse". You are trying to use the Finesse APIs to do call control and agent state right?

 

So, a call comes into jabber/IP communicator for the agent. You want the APIs for the agent to answer those calls? If so, here are the Finesse Dialog APIs to do that. You will also need the Finesse User APIs to do agent state control.

 

Thanx,

Denise

Denise,

 

Please see my responses inline below.

 

So, a call comes into jabber/IP communicator for the agents. You want the APIs for the agent to answer those calls? yes , just want to know how we can offer the trigger options(for external app not finesse) whenever incoming call comes into IP communicator/jabber from customers?. How we can achieve this could you please give some insights.

 

any sample code is available ? 

 

 

Thanks for prompt responses !!!!!!

dekwan
Cisco Employee

Hi,

 

You can use the Finesse APIs in an external app. The Finesse APIs have the ability to answer the call and do other call control operations. You can find these APIs in the dialog APIs: https://developer.cisco.com/docs/finesse/#!dialog-apis

 

I am sure IP communicator and Jabber has APis as well, but I am not familiar with them.

 

Thanx,

Denise

View solution in original post

Hi Denise ,

 

Sure , Thanks for info . Appreciated all your quicks responses  .

Hello Denis,

 

 

Just want to know one quick question , can we use this non gadget sample code in UCCX system ? i have used in PCCE and UCCE system , its working as expected. My question is here finesse API's are same in UCCX system as well?

 

Thanks!

Roy 

"Finesse has versions for both Unified Contact Center Enterprise (UCCE) and Unified Contact Center Express (UCCX). For the common features between the two deployments, the REST API and the JavaScript Library API are the same. Therefore, applications or gadgets developed using the Finesse APIs will work on both deployments."

 

Reference: https://developer.cisco.com/docs/finesse/#!getting-started/getting-started-with-cisco-finesse

 

Regards,

Gerry

 


 

 

Thank you  Gerry , Appreciated your quick responses . 

View solution in original post

dekwan
Cisco Employee

Yup. What Gerry said

 

It is like 95% the same between the two deployment types. There are a few not so common APIs that only work on CCE, but other than that, they work on both.

 

Thanx,

Denise

View solution in original post

 

 

Thank you very for responses Denise ,Gerry... 

View solution in original post

Content for Community-Ad