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XMPP Notifications - PIDGIN

Gerry O'Rourke
Spotlight
Spotlight

When I start up Pidgin and configure it as per the for a user "Getting Started" Guide below

https://learninglabs.cisco.com/lab/finesse-basic-user-rest-apis-with-xmpp-events/step/1

Pidgin receives the notifications correctly.

However, by logging in Pidgin, it seems to unsubscribe the Finesse Browser Session from receiving notifications.

e.g. if you change an agent state in Finesse Standard Web Client from Ready to Not Ready, Pidgin receives the State Change Notification but the browser does not and it returns a

"Operation Error - the operation has timed out or failed. Please try again or contact the administrator"

Is there a way for Pidgin to subscribe to a user notification without affecting the Standard Finesse Browser Session Notifications?

Regards,

Gerry

1 Accepted Solution

Accepted Solutions

dekwan
Cisco Employee
Cisco Employee

Hi Gerry,

No, Finesse only supports one connection to the Finesse Notification Service and the Finesse desktop is considered a session. So what you see where the Finesse Browser Session stops receiving notification is actually the correct behavior.

You will need to use the Finesse REST APIs to change the agent state to receive the notification in Pidgin.

Thanx,

Denise

View solution in original post

3 Replies 3

dekwan
Cisco Employee
Cisco Employee

Hi Gerry,

No, Finesse only supports one connection to the Finesse Notification Service and the Finesse desktop is considered a session. So what you see where the Finesse Browser Session stops receiving notification is actually the correct behavior.

You will need to use the Finesse REST APIs to change the agent state to receive the notification in Pidgin.

Thanx,

Denise

Denise,

Thanks so much for the clear response. That is was I thought might be the case. It is good to get it confirmed.

We are reviewing a customer's requirement. They have a old CRM (thick client), which requires to receive the Callers ANI.

Developing a full Finesse Agent Desktop to integrate into the thick client, would be too much effort.

Ideally the client could subscribe to the Finesse notifications service and retrieve the ANI (or other Call variables), without affecting the standard Web Finesse client.

I can see this as a requirement for multiple customers, so it would be interesting to see if Finesse was planning or opening to allowing more than a single Notification Client per session.

For this scenario, the other option will be to use the standard CUCM CTI client (TAPI / JTAPI) or develop a full custom client using Finesse Web API and Notification service or it might be easier to use Finesse Workflow and a PUT to web server which writes the record to a DB or similar.


thanks,

Gerry

Hi Gerry,

Unfortunately, the restriction of one connection to the notification service is due to the limitation of the OpenFire sever that Finesse uses. We are aware of many customers who would like to use both the desktop as well as subscribe from a thick client.

You have listed good options. The workflow is probably the simplest one.

Thanx,

Denise

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