Integration with "Cisco Finesse"
- Softlist Sp. z o.o.
- Andrii Borovets
This feature requires Insight to be available in your Jira Service Management instance.
The "Customer Card" plugin offers easy integration with Cisco Finesse.
Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. It also helps improve the customer experience while offering a user-centric design to enhance customer care representative satisfaction.
The "Customer Card" plugin with Cisco Finesse allows you automatically search Insight objects in the View Call page. For creating integration between Jira and Cisco Finesse you must configure Workflow Actions for Finesse agents.
To associate a Customer making a call with the Customer's account in Jira Service Management, the "Customer Card" plugin needs to determine which user the call comes from. For this purpose, an additional attribute must be set in Cisco Finesse to point to an existing user. Since there is no way in Jira to use a field with a phone number, this attribute must be an email address.
Later we will add the ability to create a request when receiving a call from unknown customers, but please note that when such a call arrives, the support agent will need to ask the client for his email address, otherwise the request cannot be created.
Workflow Actions
To do this, go to the Finesse admin panel on the Workflows tab. In the Manage Workflow Actions section, create a new Action as presented in the screenshot below:
Name | Jira |
Type | Browser Pop |
Handled by | Finesse Desktop |
Browser URL | <myjira.atlassian.net>plugins/servlet/ ac/pl.softlist.customercard/home? reporter=callVariable1 |
callVariable1 is configured by the Finesse administrator. The administrator himself sets these variable and the way they should be filled out during the call. The parameters can be under any name.
The parameter that fills in the applicant for the application - the reporter must match the username of the applicant, if there is one in Jira.
If other parameters are also sent from Finesse, then on the task creation screen in Jira, only those parameters will be pre-filled, the names of which correspond to the names of the user fields.
Workflows
Go on to the Manage Workflow section. We need to create a new Workflow which we will put in accordance with the newly created Workflow Action.
In the How to perform actions field, select the most appropriate option. In the screenshot above, the variant When Call Arrives means that when the operator accepts a call, then a certain action from the List of Actions will be performed. Other options are possible (when the operator has not yet picked up the phone, but the call is assigned to it).
Team Resources
On the Team Resources tab, we must match the user group with the corresponding Workflow. To do it, we should select a group and add the created Workflow to the group in the appeared section at the bottom of the page.