Cisco Finesse REST APIs

This document is the official reference for the Cisco Finesse Application Programming Interface (API). The Finesse desktop APIs support the Finesse desktop, providing agent desktop functionality, such as call control and state changes.

The Finesse configuration APIs support the Finesse administration console, providing the ability to configure resources (such as reason codes, wrap-up reasons, and workflows).

The Finesse APIs support the following capabilities:

  • User Sign In/Sign Out

  • Agent States

  • Configurations

  • Subscriptions

  • Call Control

  • Reason Codes

  • Wrap-up Reasons

  • Teams

  • Team Resource

  • Queues

  • Task Routing

  • Mobile Agents

  • Workflows

  • TeamMessages

  • Desktop Chat

This guide explains each API and the notification messages returned by the APIs. The guide includes a section to assist developers with running and validating the APIs in a lab environment.

REST API Response Caching

The Finesse webproxy caches the following REST API responses:

  • ChatConfig

  • ECCVariableConfig (applicable for Unified CCE)

  • MediaDomain (applicable for Unified CCE)

  • TeamResource: The responses of the TeamResource API are cached at the team-level.

    When Reason Codes, Wrap-Up Reasons, Phone Books, Workflows, or Media Properties Layouts specific to a Team are updated, the Finesse webproxy cache is cleared and the update is reflected in the next TeamResource API request.

Proxy cache bypassing degrades performance and is only recommended for debugging purposes during the gadget development or troubleshooting.

  • To bypass the server cache for the Finesse API, include bypassServerCache=true as a query parameter in the request or clear server cache using the CLI utils webproxy cache clear rest.

  • To bypass the server cache for the Finesse desktop, include bypassServerCache=true&nocache as a query parameter in the desktop URL.

For more information on the CLI commands, see Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.