Hello @ferid70003,
We're all learning here! Please find the following definitions and resources for deeper learning:
Cisco Finesse
A software application that offers features for Cisco contact center agents and supervisors in UCCE, PCCE and UCCX. It provides a web interface for agents and supervisors to login, change their state and receive calls. It also has some integration options with other platforms to display data and offer other features.
Cisco Finesse is a service that runs inside Cisco UCCX or as a separate virtual server in Cisco UCCE and PCCE. It offers call center agent functionality which includes managing agent's phone, answering incoming calls, making calls and other call control features.
Cisco Finesse is like a remote control, as it helps agents to control their Cisco phone remotely. They can answer a call, make a call, transfer an existing call without touching their Cisco IP Phone or Jabber Phone. However, it is actually the Cisco phone which offers all the telephony functionality for the call center agent. Cisco Finesse also helps agents to set their availability for taking calls from the queue.
https://developer.cisco.com/docs/finesse/#!finesse-overview/what-is-finesse
Cisco Unified JTAPI
JTAPI serves as a programming interface standard developed by Sun Microsystems for use with Java-based computer–telephony applications. You use Cisco JTAPI to develop applications that a) Control and observe Cisco Unified Communications Manager (CUCM) phones and b) route calls by using Computer–Telephony Integration (CTI) ports and route points (virtual devices).
Cisco Unified JTAPI gets used in a contact center to monitor device status and to issue routing instructions to send calls to the right place at the right time, to start and stop recording instructions while retrieving call statistics for analysis; and to screen-pop calls into CRM applications, automated scripting, and remote call control.
Cisco Unified JTAPI, used in an enterprise environment, combines user availability, location, and preferences for a uniquely tailored environment for presence-based routing. For example, in a financial environment, market data, business logic, and call control combine in a browser-based application to enable brokers and analysts to respond to rapid changes in the global financial markets.
In a healthcare environment, call control, doctor/patient lookup, and emergency response team paging combine in a browser-based console. Further, in a hospitality environment, caller data gets linked with POS systems to automate room or restaurant reservations, dispatch taxis, and schedule wakeup calls.
https://developer.cisco.com/site/jtapi/
Cisco TAPI
Cisco Unified Communication Manager (Unified CM) exposes sophisticated call control of IP telephony devices and soft-clients via the Computer Telephony TAPI interface. Cisco's Telephone Service Provider (TSP) and Wave Driver interface enables custom applications to monitor telephony-enabled devices and call events, establish first- and third-party call control, and interact with the media layer to terminate media, play announcements, record calls.
https://developer.cisco.com/site/tapi/discover/
Cisco WebDialer
Cisco WebDialer is installed on a Cisco Unified Communications Manager node and used along with Cisco Unified Communications Manager. It allows Cisco Unified IP Phone users to make calls from web and desktop applications.
Cisco WebDialer uses hyperlinked telephone numbers in a company directory to allow users to make calls from a web page by clicking on the telephone number of the person that they are trying to call.
https://developer.cisco.com/site/webdialer/
SIP
Understanding Session Initiation Protocol (SIP)
https://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/4_0_1/ccmsys/a08sip.html#:~:text=Cisco%20CallManager%20can%20act%20as,between%20two%20or%20more%20endpoints
Hope this helps!
