integrating HP Service manager with Cisco contact center
we want to integrate HPSM 9.4 with Cisco Unified Contact Center Enterprise: using Finesse as the agent desktop application (version 10.x or higher) for call control.
call comes in is routed by Cisco UCCE to an agent using Finesse, which then screenpops into HPSM which shows customer details based on e.g. CLI.
Has this been done before ?
Are there better ways to do this
All info on forums I found so far is very old, never mentions Cisco, and uses DDE.