Digital Channel

Digital channels are distinct and separate from the voice state control of Cisco Finesse. For example, Email and Chat. Digital channels are intended for gadgets to represent their custom channels and can be programmatically used to control the digital channel state.

The Finesse Digital Channel State Control (FNC), a programmable desktop component, is available from Cisco Finesse Release 12.0(1) onwards. This API provides the schema that is used in finesse.digital.ChannelService for various digital channel operations.

Object Definitions

The finesse.digital.ChannelService class uses specific data objects as inputs. The properties and their values of the object are JSON Schema compliant. The format is defined below.

channelConfig

The channelConfig object helps to configure the digital channel details.

finesse.containerservices.ChannelSchema.getChannelConfigSchema()

Sample channelConfig Object

Code Snippet

Copy{
    "actionTimeoutInSec": 5,
    "icons": [{
            "type": "collab-icon",
            "value": "Chat"
        },
        {
            "type": "url",
            "value": "../../thirdparty/gadget3/channel-icon.png"
        }
    ]
}

The payload details are explained in the table below.


Key	Type	Description
actionTimeoutInSec	Integer	The duration for which the FNC waits after sending the menu selection request to the gadget. The duration is mentioned in seconds, and the upper limit is 30 seconds. During this period, no other operation can be performed on the FNC.
icons	Array	The icons displayed in the header to represent a digital channel.
-->type	Enum	The type of the icon in the header. For more information, see Cisco Common Desktop Stock Icon Names with Image.
-->value	String	The display name of the icon.

The following method can be used to get the schema for the channelConfig object.

finesse.containerservices.ChannelSchema.getChannelConfigSchema()

channelState

The channelState object defines the state of the digital channel.

finesse.containerservices.ChannelSchema.getChannelStateSchema()

Sample channelState Object

Code Snippet

Copy{
    "label": "Chat & Email",
    "currentState": "ready",
    "iconColor": "available",
    "enable": true,
    "logoutDisabled": true,
    "logoutDisabledText": "Please go unavailable on chat before logout",
    "iconBadge": "none"
    "hoverText": "Tooltip text"
}


Key	Type	Description
label	String	The label of the digital channel.
currentState	String	The text that describes the current state of the digital channel.
iconColor	Enum	The color of the icon based on the current state of the digital channel. Green color refers to available. Red color refers to unavailable. Orange color refers to busy.
enable	Boolean	Determines whether the digital channel is shown in the Finesse desktop. True—Shows the digital channel menu in the Finesse desktop. False—Does not show the digital channel menu in the Finesse desktop.
logoutDisabled	Boolean	Determines whether the logout menu is shown in the user identity component. True—Disables the logout menu in the user identity component. False—Enables the logout menu in the user identity component. For example, during Agent Ready or Busy state, disable the logout menu and enable it again when the state changes to Not Ready.
logoutDisabledText	String	The text to the user if the logout menu is disabled.
iconBadge	String	The type of badge based in the digital channel. `info` refers to the information badge. `error` refers to an error badge. `warning` refers to the warning badge. `none` refers to no badge.
hoverText	String	The tooltip when you hover the mouse pointer.

The following method can be used to get the schema for the channelState object.

finesse.containerservices.ChannelSchema.getChannelStateSchema()

menuConfig

The menuConfig object helps to configure the menu details.

finesse.containerservices.ChannelSchema.getMenuConfigSchema()

Sample menuConfig Object

Code Snippet

Copy{
    "label": "Chat",
    "menuItems": [{
            "id": "ready-menu-item",
            "label": "Ready",
            "iconColor": "available"
        },
        {
            "id": "not-ready-menu-item",
            "label": "Not Ready",
            "iconColor": "unavailable"
        }
    ]
}


Key	Type	Description
label	String	The label of the digital channel.
menuItems	Array	The list of the menu items for the digital channel.
-->id	String	Unique identifier of the digital channel menu. When there is a user action on the digital channel menu, this Id is returned through the parameter `finesse.digital.ChannelService.selectedMenuItemId`.
-->label	String	The text of the menu item.
-->iconColor	Enum	The color of the icon based on the current state of the digital channel. Green color refers to available. Red color refers to unavailable. Orange color refers to busy.

The following method can be used to get the schema for the menuConfig object.

finesse.containerservices.ChannelSchema.getMenuConfigSchema()