We are already having an application to interact with the CTI server and provide functionalities similar to Finesse to the agent. (like, call, accept,hang up, hold etc..). All related data to the calls are saved in the application database.
 
But if we move to Finesse desktop agent and embed rest of the features of the exisisting application as a gadget in the Finnesse, then how will I get the data of the calls.
 
What i understood from the documentation, is that the alternative is to create a customized application and interact with Finesse through web services. In this approach the customized application will have all the controls, but then I dont see any advantage in moving to Finesse, as our current application is already working.
 
Please provide some inputs on the above points.