a single window, which increases their efficiency. Figure
10-9 shows the architecture and high-level flow of
Finesse, which involves the following steps:
Figure 10-9 Finesse High-Level Flow
Step 1. The call arrives from either the PSTN or a VoIP
connection to the gateway.
Step 2. The gateway then hands over the call to
Unified CM, which invokes the application that
was preregistered. In this case, it is handled by
Unified CCX.
Step 3. Unified CM notifies the Unified CCX about the
incoming call via JTAPI.
Step 4. After consulting the resource manager
(routing the call to the agent based on skills,
priority, and rebalancing), Unified CCX notifies
Finesse via computer telephony integration
(CTI) connection.
Step 5. Finesse performs internal processing and then
publishes a notification to Notification Service.
Step 6. The Finesse desktop receives this notification
from Notification Service via the Bidirectional-