Hi Denise Kwan and Finesse Community Forum:
I am writing to you as instructed below from Cisco Support Tech on ticket number SR 683065804.
Please assist us on the 4 questions that are numbered below from our engineer.
Please let us know if you may have any questions in regards to the questions below.
We are looking for some solutions to the 4 questions below from our company engineers that have questions about Finesse.
Thank You
John Kotenko
Aspect Software
John.Kotenko@Aspect.com
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Chandramouli Vaithiyanathan (chmouli) chmouli@cisco.com
E: SR 683065804 : Cisco UCCE 11.5 (Questions Regarding Finesse)
Hello John,
Development referred me to Devnet, please register and post a this question to Denise
https://communities.cisco.com/search.jspa?q=monitor
Thanks
ChandraMouli
CCIE# 53985
Office : +1 972-204-8635
Businesss hours M-F 11:00AM-7:00PM CST
Team Lead: John Petrykanyn 972-204-8590 jpetryka@cisco.com
Manager: Alok Shah +1 9722048206 aloshah@cisco.com
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To update your case (requires a support contract): https://tools.cisco.com/ServiceRequestTool/scm/mgmt/case
Cisco Worldwide Contact: http://www.cisco.com/c/en/us/support/web/tsd-cisco-worldwide-contacts.html
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Hi Denise Kwan and Finesse Community Forum:
We were able to bring up the Finesse agent desktop in UCCE 11.5 and make calls. We wanted to post few questions on using the Finesse API for third party call control using your support account. Here are the question for which we are looking for answers.
1) We have an application that uses CTIOS CIL in Monitor mode to receive all Call events and all Agent states in UCCE. Is it possible to use Finesse to get the call events for all agents and state changes for all the logged in agents?
2) Using Finesse can we subscribe for all the users in one request/subscription instead of subscribing one by one user?
3) We are developing server side(Third party call control) application in C# that monitors call and agent state changes in the UCCE system. Can we use Finesse REST API through HTTP or should we use a XMPP library to receive notifications for all the call and agent state changes in UCCE?
4) If we sign in an agent into Finesse Agent desktop, what user should we use to subscribe to get the logged in agent’s events? Because, passing the same agent for subscription using XMPP client, makes the Finesse agent desktop not working.
