Finesse API intro

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1 Finesse Overview

Cisco Finesse is browser-based agent for call centers. It provides agents and supervisor functions, designed to provide a collaborative experience for the communities that interact with you customer service organization.

Finess is run on a server that runs "Cisco Tomcat" (really a customized apache running Shindig, an opensource container that servers as a proxy for all requests made to the web apps.

WAR (Web Application Resource) are primary web applications that run inside Cisco Tomcat that provide the functionalty to the Agents, supervisors, and Desktop admins. They include:

  • cfadmin (for desktop admin)
  • 3rdpartygadget (allow 3rd party integrators to deply gadgets without the need for an external webserver
  • desktop (for desktop agent's static and dynamic HTML, Javascript, CSS resources
  • finesse (for the Finesse REST API, plus, Finesse Notification Service via XMPP (eXtensible Messaging and Prescence Protocol) i.e. jabber

Finesse is built for developers. Finesse has version for Unified Contact Center Enterprise (UCCE) and Unified Contact Center Express (UCCX) It provides two types of APIs:

  1. REST APIs:

These APIs can be used to build custom applications and/or integrate into existing applications. Documentation can be found in the Finesse Developers Guide.

  1. JavaScript Library APIs: These APIs can be used to build custom gadgets

to be added to the Finesse out of the box desktop.

Documentation can be found in the Finesse JavaScript Library API JS doc or on the Finesse server at the following URL: http(s)://<FQDN>:<port>/desktop/assets/js/doc/index.html There are three paths for customization:

  1. Use the Finesse REST APIs to: Integrate Finesse into your existing application (whether it is a thick or thin client) Create a completely custom agent desktop
  2. Use the Finesse JavaScript Library API to create gadgets to be added to the Finesse out of the box agent desktop.
  3. Create gadgets of existing applications to be added to the Finesse out of the box agent desktop without using any Finesse specific APIs.

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Figure 1: Finesse Deployment

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Figure 2: Finesse Architecture

2 REST client

Can be Postman, or any REST client you prefer, (Chrome with developer

3 REST API with XMPP Events

The XMPP client can be AdiumX.com for Mac OSX, or Pidgin for Windows.

Non-gadgets can use th Cisco Ajax XMPP Library, a.k.a. CAXL You can download a sample that shows you to use it to:

  • Sign in
  • Sign out
  • Change agent state
  • Make a call
  • Answer the call
  • Hold the call
  • Retrieve the call
  • End the call

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