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Cisco finesse integration with third party CRM

asmita_jams
Beginner
Beginner

How do i register to Cisco finesse events so that i can enable and disable buttons of my desktop based application

18 Replies 18

If an agent signs in to the Finesse desktop and  then tries  to sign in to a second desktop session  on another computer ,on the same Finesse server , Finesse signs the agent out of the first desktop session .So how to recieve notifications (for nodes http://Finesse server/finesse/api/User/5025/Dialogs and http://Finesse server/finesse/api/User/5025 ) ,as soon as the agent  logs in as agent desktop button need to enabled according to its  state.\

Can we use agent greeting and agent stats with finesse?

Is there any API or XML to use the same?

I am also writing a third party application running in a server environment that needs to get notifications from Finesse server. I have written the app in Java and I am using Babbler 0.7 as the means of creating an XMPP session. I can see the finesse server (I guess I mean openfire) replying with available stream mechanisms. In this case it seems only PLAIN is supported

<body xmlns="http://jabber.org/protocol/httpbind" xmlns:stream="http://etherx.jabber.org/streams" authid="89f6eb70" sid="89f6eb70" secure="true" requests="4" inactivity="60" polling="5" wait="60" hold="1" ack="1535782836973282" maxpause="300" ver="1.6">
   
<stream:features>
       
<mechanisms xmlns="urn:ietf:params:xml:ns:xmpp-sasl">
           
<mechanism>PLAIN</mechanism>
       
</mechanisms>
       
<compression xmlns="http://jabber.org/features/compress">
           
<method>zlib</method>
       
</compression>
       
<bind xmlns="urn:ietf:params:xml:ns:xmpp-bind"/>
       
<session xmlns="urn:ietf:params:xml:ns:xmpp-session"/>
   
</stream:features>
</body>

My app then sends a log in request using PLAIN:

<body xmlns="http://jabber.org/protocol/httpbind" rid="1535782836973283" sid="89f6eb70">
   
<auth xmlns="urn:ietf:params:xml:ns:xmpp-sasl" mechanism="PLAIN">AEJUNjQ4ODkAMTIzNDU2Nzg=</auth>
</body>

but gets the following rejection:

<body xmlns="http://jabber.org/protocol/httpbind">
   
<failure xmlns="urn:ietf:params:xml:ns:xmpp-sasl">
       
<not-authorized/>
   
</failure>
</body>

I have checked the BASE64 encoding and it follows the \0+username+\0+password format that I would expect with the PLAIN mechanism and the account I am using is one that I can login with to the login server using Jabber. I have tried the Administration account and similarly it fails.

I have also tried "restclient" to send RESTful requests into Finesse using the same account via the http "Authorized" header, and that works. Is there an enablement stage to allow XMPP access from a third part app that I may have overlooked?

Many thanks

mhd.barazi
Beginner
Beginner

Hello,

I am new with cisco uccx, Please can you advise about this issue:

I want to integrate a virgin finesse with CRM database to get the customer info and to show it when the agent receives a call.

What is the best method, as i find to applicable ways , 1st: to get the information directly from the database using database function in CCX editor, or 2nd: to build a java API to integrate the database with CCX editor, as the API generates XML file which is readable from ccx editor.

thanks,

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