Build Agent FrontEnd using Finesse API

[Bruno Gil]

Hi,

We are starting to design a Agent FrontEnd integrating a customer internal CRM with UCCE 11.5 (With EIM and WIM).

From the documentation (Finesse API) it seams that we are able to deal with Chat/Email interactions using Media API but i could not find the method's/actions that can be used over the Dialogs (Nonvoice).

How can we deal with this interactions?

Best Regards,

Bruno Gil

[dekwan]

Hi,

The Media APIs are to be used in conjunction of the task routing feature: https://developer.cisco.com/site/task-routing/ This means using socialminer/ucce/finesse together. I am not 100% sure they work with EIM/WIM.

The Media APIs are mainly used for agents to set their state for the MRD, accept, reject, close: https://developer.cisco.com/media/finesseDevGuide4.1/cfin_r_dialog-nonvoice-uq.html I am not sure if this is what you mean by actions.

Thanx,

Denise