Cisco Cisco Finesse 8.5(3) Livre blanc

 

 

© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. 

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            connection.setRequestProperty("charset", "utf-8"); 

            connection.setRequestProperty("Accept", "application/json"); 

            String sAuthStr = m_sUserid + ":" + m_sPasswd; 

            sAuthStr = Base64.encodeBase64String(sAuthStr.getBytes()); 

            connection.setRequestProperty("Authorization", "Basic " + sAuthStr); 

            String requestBody = getTicketJson(); 

            connection.setRequestProperty("Content-Length", 

String.valueOf(requestBody)); 

            DataOutputStream wr = new DataOutputStream(connection.getOutputStream 

()); 

            wr.write(requestBody.getBytes()); 

            wr.flush(); 

            wr.close(); 

            connection.connect(); 

            int respCode = connection.getResponseCode(); 

    } 

You must first load the Zendesk gadget onto a webserver, leveraging the sample code snippet below, which will 

ultimately place a request to the create-ticket API at Zendesk.  

Note:   

To pass call variables to the Zendesk gadget, your request should contain call variable mappings 

similar to the example below: 

The variables can perhaps come from IVR interactions where the user puts in his/her account number, and from 

that account number you could access a database to extract the users name, their email address etc. as call 

variables. 

The agent can also pass additional information, such as ticket description, where the information is directly fed by 

the agent into the gadget (via a text box, pull down selection, etc.). 

At this moment, we invoke the Zendesk gadget with the variables automatically inserted and we get a response.  

This third integration option will show what to configure to populate the Zendesk interface within Finesse with 

customer case information retrieved from the Zendesk cloud, if this customer has already been defined within the 

system and has open cases. 

When a call comes into the contact center, we will use information provided during the call (such as an ANI 

number, a customer account number, or other) to do a database lookup and then populate call variables based on 

the information provided and the database lookup. 

We’ll then pass the variable information along to the Zendesk 

gadget. Then the Zendesk gadget sends the request to the Zendesk 

’ which loads the 

appropriate information to the user.