Cisco Finesse - UCCE and UCCX same interface?

[mark.rennie1]

Hi,

We are currently adding Cisco Finesse integration to a 3rd party CRM product using Java.  We are using the Finesse REST APIs to make call control requests and listening for response on the notification service via XMPP (Smack library).

We are currently writing this against a UCCE environment.

Our CRM application also supports non-Finesse integration to Cisco Express (UCCX).  If in the future we wanted to support Finesse support for UCCX as well could we re-use the same integration code we've written for UCCE?  i.e. I assume Cisco Express uses the same API (with a few exceptions) and the same connecting to XMPP with the same object response format?

Thanks,

Mark

[dekwan · Accepted solution]

Hi,

You are correct. That is the beauty of using the Finesse APIs. The Finesse APIs are the same for both UCCE and UCCX with some exceptions. There are some APIs that are specific to UCCE because UCCX does not provide that particular feature and it is noted in the documentation. Of course for some features, UCCX has a different behavior and the values of the API request/notification will match the deployment behavior, but the response tags/format will still be the same. For example, the agent state machine for the two deployments are different so following the same scenario on the two deployments may result in different states in each step.

Thanx,

Denise