Screen Pop CTI Integration on 3rdparty App

[Roy_11]

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 !!!!  

[dekwan]

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

[Roy_11]

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]

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

[Roy_11]

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 · Accepted solution]

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

[Roy_11]

Hi Denise ,

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

[Roy_11]

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 

[Gerry O'Rourke]

"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

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[Roy_11 · Accepted solution]

Thank you  Gerry , Appreciated your quick responses . 

[dekwan · Accepted solution]

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

[Roy_11 · Accepted solution]

Thank you very for responses Denise ,Gerry... 

[psharma001]

Hi @Roy_11 ,

How about using a third-party CTI connector? You can screen pop key caller and ticket details within a third-party application like CRM, ticketing app, etc., using a CTI connector, which is quite easy to implement, learn, and use. For instance, ServiceNow CTI Connector from NovelVox can be easily fit inside the ServiceNow screen along with the call controls from Cisco, giving you the ability to handle calls and tickets from one screen. No screen switching!!

Gain more insights at: https://www.novelvox.com/cti-connector/

Hope this helps!!