Cisco Finesse UDF

[rcmaehl]

Hi all, 

Recently my work swapped from Cisco CTIOS to Finesse. This completely threw me off as I had been automating the Win32 application and I had never done IUIAutomation before. As such I've been messing around with the API and will be adding code as I figure it out. While I do have Supervisor access, I will likely not be adding functions for those features yet.

Currently Available Functions:

User API - Query and Set User Info

Spoiler

_FinesseGetCalls($sAPI, $sUser, $sPassword)

• Gets a list of Calls and other Dialog for a User

_FinesseGetReason($sAPI, $iID, $sUser, $sPassword)

• Gets a specific reason assigned to an ID

_FinesseGetReasonList($sAPI, $sState, $sUser, $sPassword)

• Gets available reasons for States that require it

_FinesseGetState($sAPI, $sUser, $sPassword)

• Gets Agent State

_FinesseGetUser($sAPI, $sUser, $sPassword)

• Gets Agent Information

_FinesseGetUsers($sAPI, $sUser, $sPassword)

• Gets a list of all users

_FinesseGetWrapUpReason($sAPI, $iID, $sUser, $sPassword)

• Gets a specific WrapUp reason assigned to an ID

_FinesseGetWrapUpReasonList($sAPI, $sUser, $sPassword)

• Gets available reasons for WrapUp that require it

_FinesseLogin($sAPI, $sUser, $sPassword, $iExtension)

• Logs agent in with LOGIN status at the requested Extension
• Works but won't sign you into the Web App

_FinesseLogout($sAPI, $sUser, $sPassword)

• Signs agent out with LOGOUT state

_FinesseMobileLogin($sAPI, $sUser, $sPassword, $iExtension, $sMode, $iForward)

• Logs agent in with LOGIN status at the requested Extension
• Redirects calls to Listed Mobile Number
• Works but won't sign you into the Web App

_FinesseSetState($sAPI, $sState, $sReason, $sUser, $sPassword)

• Sets Agent State
• Leave $sReason blank for states not requiring it

Dialog API - Query and Set Call and other Dialog Info

Spoiler

_FinesseGetCall($sAPI, $iID, $sUser, $sPassword)

• Gets Call or other Dialog Details

_FinesseMakeCall($sAPI, $iFrom, $iTo, $sUser, $sPassword)

• Places a call through your Soft or Hard Phone
• Phone may be required to be off hook depending on model
• Call Variables support planned

Queue API - Query Assigned Queues

Spoiler

_FinesseGetQueue($sAPI, $iID, $sUser, $sPassword)

• Gets a Specific Queue

_FinesseGetUserQueues($sAPI, $sUser, $sPassword)

• Gets Queues assigned to a Specific User

Team API - Query Users in a Team

Spoiler

_FinesseGetTeam($sAPI, $iID, $sUser, $sPassword)

• Gets Users and User info in a specific team

Changelog:

Spoiler

5/03/19

• Corrected FinesseQueue functions not returning Data on Success

7/11/18

• Corrected Finesse misspelling in FinesseGetCall, FinesseMakeCall, FinesseGetQueue, FinesseGetUserQueues, and FinesseGetTeam
  SCRIPT BREAKING! Resolution: Replace All Fineese with Finesse

6/25/18

• Corrected Header for _FinesseGetCall
• Added Team API including FinesseGetTeam
• Added Queue APIs including FinesseGetQueue, FinesseGetUserQueues

6/22/18 Ver 2

• Corrected Include Variable Conflict
• Corrected Link in _FinesseGetReason
• Corrected Extra Data in _FinesseGetCall
• Corrected HTTP  Method in _FinesseGetCall
• Corrected API URL in _FinesseGetWrapUpReason

6/22/18

• Updated All Headers to be even more detailed
• Functions are now Separated per API in the docs
• Added _FinesseGetCall - Gets call details, returned in XML currently
• Added _FinesseGetReason - Gets Reason assigned to an ID
• Added _FinesseGetUsers - Gets a list of All Users
• Added _FinesseGetWrapUpReason - Gets a specific WrapUp reason assigned to an ID
• Added _FinesseGetWrapUpReasonList - Gets available reasons for WrapUp that require it

6/21/18

• Added _FinesseLogout
• Corrected issue with Mobile Agent Login
• Corrected issue with Setting State returning error incorrectly

6/20/18 10:00 EST

• Added _FinesseMobileLogin
• Updated all Function headers to be accurate and detailed
• Moved Download to Downloads Section

6/19/18 08:00 EST

• Minor fix to _FinesseGetUser header
• Added _FinesseGetReasonList, currently returns XML

6/18/18 08:00 EST

• Added _FinesseGetUser, currently returns XML
• Added _FinesseMakeCall, call variable support to be added

6/15/18 08:00 EST

• Added Missing <String.au3> requirement
• Added _FinesseLogin() - NOTE: Won't sign you into the Web App, just Finesse
• Functions now return True on success unless otherwise stated

6/14/18 11:30 EST

• Initial Release

 

Download:

 

Support:

Support for this UDF can be obtained in my Discord Server

Edited March 11, 2021 by rcmaehl
Add support link

[mLipok]

I will keep an eye on this project.
In the meantime, could you provide a link to  Finesse reference documentation ?

Edited June 14, 2018 by mLipok

[rcmaehl]

35 minutes ago, mLipok said:

I will keep an eye on this project.
In the meantime, could you provide a link to  Finesse reference documentation ?

Here's what I'm using

https://solutionpartner.cisco.com/media/finesseDevGuide2/

[rcmaehl]

Updated:

• Added Missing <String.au3> requirement
• Added _FinesseLogin() - NOTE: Won't sign you into the Web App, just Finesse
• Functions now return True on success unless otherwise stated because Finesse doesn't return anything other than HTTP 202

Edited June 15, 2018 by rcmaehl

[rcmaehl]

Updated:

• Added _FinesseGetUser, currently returns XML
• Added _FinesseMakeCall, call variable support to be added

[rcmaehl]

Updated:

• Minor fix to _FinesseGetUser header
• Added _FinesseGetReasonList, currently returns XML

@mLipok Since you're following, anything you'd like to me prioritize adding? Currently, I've only added stuff I've needed in my own scripts.

Edited June 19, 2018 by rcmaehl

[mLipok]

I do not have access to CISCO, but the project is interesting.

I think soon I will be happy do add your UDF to WIKI page ...

btw.
You should add some internal COM Error Handler.

EDIT:
I know that your UDF is currently small and it's just getting better, but if you will be ready you should post this code here:

https://www.autoitscript.com/forum/files/category/19-social-media-and-other-website-api/

As this is a good place for users to search updates for UDF's.

 

Edited June 19, 2018 by mLipok

[rcmaehl]

Updated:

• Added _FinesseMobileLogin
• Updated all Function headers to be accurate and detailed
• Moved Download to Downloads Section

[mLipok]

super fine.

but I do not think that "Databases and web connections" is correct place for this UDF , for this I sugested other group.

This should be consistent with Wiki
https://www.autoitscript.com/wiki/User_Defined_Functions#Databases_and_web_connections

And when I look there then I see one "releated" UDF in:
https://www.autoitscript.com/wiki/User_Defined_Functions#Hardware

I thought about: _FB_Tools - manage your FritzBox from Autoit

But maybe you have right, could you explain your choice ?

Edited June 20, 2018 by mLipok

[rcmaehl]

34 minutes ago, mLipok said:

But maybe you have right, could you explain your choice ?

I had based my choice on what was currently in the Downloads page under the existing categories: https://www.autoitscript.com/forum/files/categories/

I feel like this might fit under IT Administration since it's mainly something HelpDesks/ServiceDesks will be using, however I didn't see an appropriate sub category.

The category of Social Media and other Website API felt like more like publicly accessible pages and API in which anyone could access from anywhere compared to a local server that shouldn't have the Cisco API available to the public, only authenticated users.

Internet protocol suite might have worked but was mainly used for big Protocols so far (UDF, TCP, POP, IRC)

I chose Databases and web connections, for the web connections part. Databases generally aren't directly publicly accessible which Finesse also follows as it should only be accessible within a local network. I'll take a look at the Wiki and see if there's a better grouping based on what's on the Wiki. 

Hardware definitely feels like a better fit than Social Media and other website API though

Edited June 20, 2018 by rcmaehl

[rcmaehl]

Updated:

• Added _FinesseLogout
• Corrected issue with Mobile Agent Login
• Corrected issue with Setting State returning error incorrectly
• Download is now located in the Hardware section of Downloads

Edited June 22, 2018 by rcmaehl

[rcmaehl]

6/22/18

• Updated All Headers to be even more detailed
• Functions are now Separated per API in the docs
• Added _FinesseGetCall - Gets call details, returned in XML currently
• Added _FinesseGetReason - Gets Reason assigned to an ID
• Added _FinesseGetUsers - Gets a list of All Users
• Added _FinesseGetWrapUpReason - Gets a specific WrapUp reason assigned to an ID
• Added _FinesseGetWrapUpReasonList - Gets available reasons for WrapUp that require it

[rcmaehl]

6/25/18

• Corrected Header for _FinesseGetCall
• Added Team API including FinesseGetTeam
• Added Queue APIs including FinesseGetQueue, FinesseGetUserQueues

[rcmaehl]

7/11/18

• Corrected Finesse misspelling in FinesseGetCall, FinesseMakeCall, FinesseGetQueue, FinesseGetUserQueues, and FinesseGetTeam
  SCRIPT BREAKING! Resolution: Replace All Fineese with Finesse

[rcmaehl]

5/03/18

• Corrected FinesseQueue functions not returning Data on Success

Edited May 3, 2019 by rcmaehl

[TheGreatMomo]

Is there any examples to reference this UDF. 
I am trying to make a script that will get the current phone state. For example, If I am logged in and ready to receive a call I want to make a script that gives me a always on display icon of a green Phone Icon, and if its Not Ready I want a red phone icon with the reason code - Phone failure, Not ready- missed call, etc. I am struggling to get started with this project and would like a basic reference example. 
 

Also is this UDF for Cisco Finesse desktop client or web application?