How to connect to UCCX Finesse REST API from Third-party App

[anand.krishnakumar]

Hi Experts,

As part of a customer POC, we are trying to make use of UCCX Finesse REST API to utilize certain functions available with Finesse. We tried connecting to the Web Service with an Application User ID created inside CUCM. We are not able to connect to Finesse with that ID. We have provided CTI enabled and AXL access to that application User ID. Could you share any document that shows how to connect to Finesse REST API from a third-party app ?

Another question is regarding Feasibility :

Is it possible to initiate manual outbound from Agent IPCC Extensions using Finesse REST API.

The idea is to use a Third-party application where the Agent clicks on a customer's Phone Number and that application would initiate a REST call to dial out that number from Agent's phone.

Thanks,

Anand

[dekwan]

Hi,

We tried connecting to the Web Service with an Application User ID created inside CUCM. We are not able to connect to Finesse with that ID. We have provided CTI enabled and AXL access to that application User ID.

You need to use the agent ID and password to use the Finesse REST APIs. Have you configured the application user id to be an agent on UCCX?

Could you share any document that shows how to connect to Finesse REST API from a third-party app ?

I would suggest following the "Lab Development Environment Validation with Cisco Finesse Web Services APIs" section of the Finesse Developer Guide.

Is it possible to initiate manual outbound from Agent IPCC Extensions using Finesse REST API.

Will the agents be using the Finesse agent desktop as well? If not, you can use the Dialog - Create a new dialog (Make a call) API. You will also have to make a connection to the Finesse notification service to get the events as a result of making the call. If the agents will be using the Finesse agent desktop, the API will make the request to make the call, but unfortunately you will not know if the call was successful or failed as you cannot make a connection to the Finesse notification service to get the event. The call would appear on the phone and the agent desktop though.

I hope this information helps.

Thanx,

Denise

[Ritesh Desai · Accepted solution]

Hi Anand,

We both have similar requirement. In my case,we are using Cisco Finesse in backend. In Frontend we are using Customers Click to Call functionality http based and is "NOT TIGHTLY INTEGRATED". Through web-services we have integrated to their Click to Call server. Events are sent to Finesse Server and finesse makes a OB call attempt. Hold, Transfer, conference works though.

You need to inform your software team to define Finesse administration UID and Password in your application to fetch reason codes, teams, etc. No need to define application User and Password in your software program, that will be handled by Finesse. you just need to communicate with finesse.

To login to agent desktop, we have created a proto-type / application http based which is used for agent login, logout, etc same as what finesse agent desktop has.

Hope this helps!

regards,

Ritesh Desai.

[Ritesh Desai]

Customers Click to Call is in-house developed application.

[anand.krishnakumar]

Thanks Ritesh and Denise !

We created an application User ID in CUCM and gave UCCX admin rights in order to connect to Finesse Rest API.

All other APIs were accessible using the Agent ID as Denise has stated. But the Finesse API requires Administrator ID.

For example, to get the list of online users, the URL is http://<Server>/finesse/Users. This URL is accessible only using UCCX Admin ID.

Thanks,

Anand