DevNet Associate DEVASC 200-901 Official Certification Guide by Adrian Iliesiu (z-lib.org)

NO

T_

RE

AD

Y

The agent is signed in but not ready to take calls. It

could be on a break, or the shift might be over, or the

agent might be in between calls.

RE

SE

RV

ED

This is a transient state, as the agent gets chosen but

has not answered the call.

TA

LK

IN

G

The agent is on a call.

H

OL

D

The agent puts the call on hold.

Cisco Finesse API

The Cisco Finesse API is a modern, open-standards-
based web API, exposed via REST. Each function
available in the Cisco Finesse user interface has a
corresponding REST API that allows all types of
integrations for developers to use. The extensibility and
ease of use of the API are unprecedented on Unified
CCX. Agents and supervisors use the Cisco Finesse
desktop APIs to communicate between the Finesse
desktop and Finesse server, and they use Unified Contact
Center Enterprise (Unified CCE) or Unified Contact
Center Express (Unified CCX) to send and receive
information.

The Finesse APIs can be broadly classified into the
following categories:

User

Dialog