switching from CTIOS to finsese

[amfat2000]

HI

We are  switching from CTIOS to Finesse. I need to build web page client (non gadget) to handle agent state and call control. I'm using finessenongadget.js.  i need to know how to set proxy setting on oracle J developer 11 g. the hints available only is to modify httpd.conf for Apache

[dekwan]

Hi,

Sorry, I don't have experience with Oracle so I can't help there. Maybe others in the community can help out.

Finesse does support CORS now though. When the sample was made, it did not. https://developer.cisco.com/docs/finesse/#!cors-support-for-finesse-rest-api

Thanx,

Denise

[amfat2000]

we are new to finesse and need to embed non gadget finese java client in our CRM to do call control and agent status monitor. Can you advise about correct steps to be followed.

[dekwan · Accepted solution]

Hi,

So you have an existing CRM and you want to add Finesse features to it. If so, you need to use the Finesse APIs + Finesse Notification Service (via XMPP/BOSH). When you say non gadget Finesse Java client, are you saying that the coding language you are using is Java? If so, you will not need to worry about the proxy stuff and you can use Smack library to talk to the Finesse Notification Service. As a matter of fact, there is a java sample to connect: https://github.com/CiscoDevNet/finesse-sample-code/tree/master/NotificationServiceClientSample

Thanx,

Denise

[amfat2000]

by using smack, can we do all call control and agent status

1- Agent sign in /out

2- Event handling (agent state and call state).

3- call control (answer/mute/hold /transfer /conference).

4- call back

5- outbound dialaer

[dekwan]

Hi,

You need to use the REST APIs to request the action and then XMPP to receive the notifications (which you can use smack). Take a look at the Finesse page for more details: https://developer.cisco.com/site/finesse/ Also, try some of the learning labs to get a better understanding. It is best that you do that before trying to build anything or else it will just confuse you further.

Thanx,

Denise

[amfat2000]

HI,

If I'm going to use smack, does it support voice calls handling.

[dekwan]

Hi,

What do you mean by "support voice calls handling". Smack is just a library to communicate via XMPP with the Finesse notification service.

Thanx,

Denise

[amfat2000]

HI

I'm building a java client to be embedded in CRM application, it should have the ability to control agent state, beside the call control funstions (Answer, hold, conference , transfer...etc). we are integrating with UCCE 12.0

[Gerry O'Rourke]

Amfat,

Have you reviewed the Finesse Devnet yet?

This is all point of the Finesse Rest APIs.

The options are

1) Use Standard Finesse Browser Client and create your own custom open social gadgets where you can do whatever you want and the gadget is "contained" within standard Finesse - use Finesse JavaScript Library

2) Create your own Agent Desktop using Finesse REST APIs - which is what you seem to want - i.e. use Finesse REST API and the real-time updates are received via XMPP.  

https://developer.cisco.com/site/finesse/

Gerry