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Integrate CISCO Finesse with HPSM

ahmedkhamis
Level 1
Level 1

Hello,

We need to integrate cisco finesse with HPSM so that once a call received finesse will send an event to HPSM to display new interaction form.

HPSM can be called from other applications to open new interaction form as the following:

channel = DDEInitiate("HP_Service_Manager", "ActiveForm")

DDEExecute channel, "[SystemEvent(""ReceiveInteraction"", ""Caller Name"", ""FALCON, JENNIFER"")]"

DDETerminate channel


How can we do this through cisco finesse?

1 Reply 1

dekwan
Cisco Employee
Cisco Employee

Hi,

I am not very familiar with HPSM and how to interact with it, but based off of some google searching, it appears to me that it needs to either be invoked in a windows application or a script located on the windows client needs to be invoked. Is this correct?

So Finesse is obviously not a Windows application so that option will not work.

Finesse can execute HTTP requests. There have been some applications that use a localhost port to write to from the custom Finesse gadget and have their application listen to that port to receive the information.

Does HPSM have any web based integrations like REST APIs or a web url? If they do, then that would be much easier.

Thanx,

Denise

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