Event Scenarios

Deprecation warning

Starting with the release 6.5, the use of b+s Connects for Dynamics with Cisco Webex Contact Centers is deprecated.

Instead, please use the 'Cisco Webex Contact Center' integration from Cisco for new deployments.

The following page depicts roughly at which point events will be dispatched to an API consumer. Workitem and agent state events are dispatched as they are received from Finesse.

Outgoing call if beforeDial event is subscribed

sequenceDiagram participant CTI participant Agent participant API Consumer Agent-->>Agent: Dials (Call not initiated) Agent->>+API Consumer: beforeDial API Consumer-->>+Agent: dialOrConsult Agent-->>+CTI: Initiate Call CTI->>+Agent : Outgoing call Agent->>+API Consumer: workitemCreate