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Note: I do not have this repository shared on GitHub due to the fact that the code may contain information exclusive to the organization. Instead, I plan to highlight and share as many details as I can. Some information in screenshots will also be blurred out.

End-User documentation can be found here:

• Main design solutions:
  • Multi-threaded designed to run multiple separate windows.
  • Designed using WinForms with custom objects.
  • Connects with several applications and databases.

• Main purpose:
  • Gather caller information on screen when a call is received in Finesse.
  • Enter caller information into the start of a new ‘Footprints’ ticket.
  • Display a marquee with department call data and audio notifications.

• Connected applications:
  • BMC Footprints (Ticketing system) - Javascript, HTML, & Chromedriver
  • Cisco Finesse (Call system) - XML
  • Inova Solutions (Marquee data collecting system) - SQL & HTML
  • MIM & PROV (In-house user management systems) - SQL & HTML
  • Active Directory (Windows user management system) - LDAP

• How it works (simplified):
  • FMOL Assistant starts a thread to keep checking our Finesse API for incoming calls.
  • The Finesse API is used to answer calls via buttons or shortcut keys.
  • When a call is received, the caller information is gathered from our Lawson and Active Directory systems.
  • The main display has the data faded in and background color changed depending on the call.
  • The thread that launched the Footprints ticketing page with the ‘chromedriver’ activates a new ticket.
  • Javascript is then used to fill out ticket information after a new ticket is created.
  • All while the Marquee is checking the Inova server for calls waiting and other information.

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• Additional “Core” features:
  • System Tray menu with shortcuts to many application features.
  • Shortcut keys to answer and make calls.
    • These are handled using the HotkeyCommands DLL (found in my downloads).
  • Timer displays how long each call state lasts.
    • Also acts as a caller ID with phone status.
  • A Main window uses custom themed colors to display callers’ information.
    • Custom fields enable/disable copying via Double Click.
    • Main window is borderless with custom draggable and resizable code.
    • Label animation has been custom added to allow fading between data changes.
  • Active Directory password resets, expire, and unlock are possible from the Main window.
  • A Photo window to display the callers’ pictures.
    • The window is on a separate thread to allow it to be moved.
    • The default option has it docked to the side of the Main window.
    • Window animation has been custom added to allow sliding to open and close.
  • Custom Marquee with themed colors to display call data.
    • Marquee uses data from our Inova server which looks up Cisco and Footprints data.
    • This data is custom tailored to be used by the FMOL Assistant.
    • Using this data, custom audio notifications are possible for specific thresholds.
    • Multiple different layouts have been created for the end users’ to choose from.
  • Browser compatibility utilizes ‘chromedriver’ and ‘edgedriver’. (I stopped supporting IE)
    • The driver is automatically downloaded and unpacked depending on your browser version.
    • The browser is then launched using the specified driver to allow for automation.
  • Call Log to track history of incoming call data with links to other features.
  • Footprints ticket history window to query SQL data of our ticketing system.
  • Automatic Updates.
    • Updates that are detected on the server are automatically installed when pushed out.

• Other features:
  • Custom WebBrowser page is available to view additional customer information.
    • Able to directly launch our MIM and PROV systems to display additional data.
  • Can launch customer’s history page or open new tickets using the Main window.
  • Can view Active Directory groups directly from the FMOL Assistant.
    • The AD tool can lookup Top Level and Nested AD groups from members.
    • It can Search for, Add, or Remove AD groups as needed.
  • Control of the Cisco Finesse backend.
    • Make/Receive calls, track phone status, change phone status, and log out.
  • Computer lookup per caller is available XML using our SCCM application.

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FMOL Assistant Installer and Updates

I created a custom installer that wraps an ‘MSI’ file.

The custom ‘pre’ installer detects existing installs and works accordingly.

It also has a silent option that the FMOL Assistant uses when doing automated pushed updates.

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FMOL Assistant Admin Settings

This application utilizes an administration file located on our servers.

This administration file contains default settings as well as access permissions.

The file is encrypted so I created an Administration Tool to modify the settings.

• The FMOL Assistant Administrator Tool permissions are granted by AD Account Groups.
• Additional non-AD Group access can be granted.
• Each tab contains specific settings and the system can be Backed-up or Reloaded.

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