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

streams Over Synchronous HTTP (BOSH)

connection (Extensible Messaging and Presence

Protocol [XMPP]).

Step 7. The agent makes a request to perform an

operation (such as answer a call); the app

makes this HTTP (REST) request to Finesse

Web Services.

Step 8. Finesse processes the request and then, if

necessary, requests action with Unified CCE via

CTI connection. Where applicable, Unified CCE

performs/forwards the requested action.

Step 9. Unified CCE notifies Finesse via CTI

connection about whether the request was

successful or caused an error.

Step 10. Finesse processes the notification

(successful/error) and publishes the

notification to Notification Service. The agent

web browser receives this notification from

Notification Service via the BOSH connection.

The Finesse agent goes through various states that
specifically pertain to the agent workflow (see Table 10-
9 ).

Table 10-9 User States in Finesse

StateDescription

LO

GI

N

The agent is signing in to the system. This is an

intermediate state.

LO

GO

UT

The agent is signed off the system.

RE

AD

Y

The agent is ready to take calls.