POC on Finesse server

[Pradeep.sekhar]

Hi,

Currently we are using CTIOS and in near future we are planning to migrate to Finesse server. Before the migration starts we wanted to build a sample application around the finesse APIs for feasibility study. Is it possible to spin up a local finesse server or in data centre? Any legal obligations? How to handle such situation? All we need now is to make REST APIs call and receive XMPP server notifications to see whether these sufficient enough for our applications with necessary details. How could I approach this task? Is there any easy way to spin up a sandbox environment to play around finesse capabilities before move head on completely into finesse?

In addition, we like to have multi channel support like mail, chat, call, social network. Will we be able to use finesse APIs for all these or just for call related interactions?

Thank you

[dekwan · Accepted solution]

Hi Pradeep,

DevNet has a PCCE 11.5 sandbox where you can make Finesse REST calls and receive XMPP server notifications. It currently doesn't have voice capabilities (hear audio, etc), but you can log in agents and use the APIs/notifications. It is a reservation based sandbox, but completely free with a free DevNet account. You can reserve it for up to a week at a time.

For mail, chat, and social networking, you would need SocialMiner which is also on this sandbox. As a matter of fact, this sandbox has the 11.5 Task Routing feature which might be of interest to you. It is already preconfigured with a form to mimic the customer requesting help, the script to route the tasks correctly and the task management gadget on Finesse.

For a list and details of the Finesse REST APIs, take a look at the Finesse developer guide.

Thanx,

Denise