Finesse API intro
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 webserverdesktop
(for desktop agent's static and dynamic HTML, Javascript, CSS resourcesfinesse
(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
:
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.
JavaScript Library APIs
: These APIs can be used tobuild 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:
- 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 - Use the
Finesse JavaScript Library API
to create gadgets to be added to the Finesse out of the box agent desktop. - Create gadgets of existing applications to be added to the Finesse out of the box agent desktop without using any Finesse specific APIs.
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