Chat finesse (UCCX 10.5)

Hi
I need SocialMiner to enable chat finesse?
As I enable chat between supervisor and agent
regards

Hi
SocialMiner and the Finesse Chat function are for Customer-Agent chats, not agent-to-agent or agent-supervisor.
Those features are not in Finesse for the time being at least. Presumably you would be expected to use Jabber or Lync internally.
Aaron

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Cisco Finesse - UCCX 10.6 - Customize/Brand Logo?

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We recently upgraded a customer to Cisco UCCX 10.6 ( HA over WAN ). The customer loves Finesse and we have converted all agents over to Finesse. The CIO wants to know if the main splash screen ( https:// ip of uccx:8445/desktop/container ) can be BRANDED with the customers logo NOT the Cisco Logo? I have looked at all the XML in the desktop layout but I do not see any options for changing the Cisco Logo to a customer logo? Ideally they would also like the ability to change the Cisco Logo in the header on all Finesse web pages....
Can this be changed? Do you have instructions on implementing the change? I am attaching a screenshot of the logo's in question.
Thanks!
Alex
CCIE Collab #25803

Hi Alex,
I am pretty sure that this comes in from the root of the box. If you do a Right Click on the Finesse page and do view Page Source
                <div id="app-info">
                    <div id="app-logo" class="app-logo">
                        <a href="http://www.cisco.com"> <img border="0"
                            align="absmiddle"
                            src="/desktop/theme/finesse/images/cisco_logo.png"
                            alt="Company logo" />
                        </a>
                    </div>
                    <div id="app-text" class="app-text">
                        <h2 id="app-name" class="app-name">
                            Cisco Finesse
                        </h2>
                    </div>
                </div>
That comes in from the code of the box. Unfortunately we do not have the option of changing it as it is the product logo and branding the product.
Regards,
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Is it possible to allow agents from different teams to chat with each other in uccx v8.0(2) ? I can't seem to find the parameter/setting to allow this (if one exists).
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Brian

You cannot configure this option. Only intra-team chatting is possible at this time.
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HM

Hi,
Actually my requirement is to allow users to select multiple values from an LOV i.e. 7,8,11 (comma seperated). As it is not possible with the standard list of values to select multiple values so I'm using the above document from the Metalink to create an LOV with the same look and feel as the standard LOV of forms. I've tried all the steps but unfortunately no luck.
Elements in List => put one item with space <--- i'm confused on this one, may be i'm not setting this properly.
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I have a requirement to configure and integrate Cisco UCCX 9.x Web chat with Siebel. Do anyone have any good documentation/guides on configuring Web chat on UCCX aswell as integrating it with Siebel?
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Hi,
We have uccx 9.0 with socialminer integrated for webchat.
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UCCX Version 10.0 Prerelease Field Communication

Cisco Unified Contact Center Express (UCCX) Version 10.0 is due to be released soon. UCCX Version 10.0 will contain many new features, bug fixes, and serviceability improvements.
Although information on all of these new features will be documented in the Solution Reference Network Design (SRND) and Release Notes (RN) documents published with the release, we wanted to give you a sneak preview of some of the changes in UCCX Version 10.0. Explanation of these changes is intended to raise awareness of important points on how a UCCX 10.0 system is designed, installed, and upgraded.
The document below contains the UCCX 10.0 prerelease communication. Please use this discussion to ask any questions or seek clarification on the topics raised within the document.
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080c1f100.shtml

Hi George,
Thanks for posting!
Version 10.0 will not support SRTP and still only interacts with CUCM via CTI-QBE/JTAPI for call signaling. There is direct integration between UCCX and a SIP gateway for outbound, but as soon as the call is answered, it is transferred to CUCM to flow via CTI to UCCX. For now, there is no alternative signaling method and UCCX will not act as a SIP endpoint or B2B UA.
For the certificate question, can you clarify on which specific certificates you're looking for? Tomcat now generates a 2048 bit Certificate Signing Request (CSR) as of 9.0(1) and 8.0(2)SU4 per CSCtr47906. UCCX version 10 will use a lot more certificates, from SocialMiner web-chat, Finesse (both Tomcat and Notification Service for XMPP), MediaSense for tagging, but this mostly uses the Tomcat certificates on the UCCX and MediaSense nodes and certificates that need to be installed on UCCX are stored in the tomcat-trust store.
If you can clarify the request a little bit more, I may be able to provide a better answer.
Thanks,
Ryan

Web Chat Capabilities - Invitations and Mobile Support

We are using a chat provider that supports mobile devices as well as various rule sets applied to our site that will trigger an invitation to some customers based on their activities.
Does Cisco SocialMiner / Web Chat for UCCX 9.0.2 support this type of functionality?

That's up to the web developer, not SocialMiner/CCX. The user can manually submit the HTML form to begin a chat session and/or the website can trigger it automatically, pre-filling some/all of the form fields.

UCCX 10.5 / Finesse - Chat control Gadget does not loading

Hi,
I am curently testing UCCX 10.5 and finesse agent desktop I have a trouble with finesse :
I enable the Chat Control gadget in the desktop Layout but on the agent desktop, the gadget does not loading.
I see the grey bar and the loading icon but nothing happen
Any idea ?
Regards
Hugo Chevalier

Hi arundn, I just uncomment the Chat Control part of the default desktop layout (find attached)
Find attached a screenshot of the SocialMiner Configuration in the UCCX and a screenshot of the chat control gadget fail
Hi ice182_2, Using DNS name solve the problem !
Thanks you !
Thanks for your help,
H.C

UCCX Chat ending and Finesse

Hi
After a customer ends a Chat session, Finesse interface does not automatically ends the Agent session, avoiding a new Chat to be presented automatically. Agent have to manually close an already ended session.
Anyone knows how to automatically close Agent Finesse session after Customer close chat session?
Thanks

Hi,
In UCCX, Voice calls always takes the priority over the email\chat. Inoreder to not get the Voice Calls Agents have to manually Push themselevs to Not-Ready state.
Thanks,
Anand
pls rate helpful posts !!

Finesse 10.5 Internal Chat

Hello guys,
We have implemented UCCX 10.5 with Finesse for a customer and have tried to enable internal chat for the agents with no success. According to the Data Sheet, Finesse offers the ability to chat with individual members or the entire team (as there is on CAD).
Any one know if this feature is really supported? Also, is there any guide that can help me to configure this? All I found is how to configure WebChat, feature that we don't want to use since we don't have Social Miner and don't need to chat with external customer.
Best Regards,
Flávio Marçal

There is no such feature yet in Finesse. You would need to use a separate chat client like Jabber, purchase a custom add on gadget, or develop your own.

UCCX 10.5 finesse desktop + email and presence

Hi all,
We have recently upgraded to UCCX 10.5 and I'm playing around with finesse desktop.
Has anyone setup a widget for email yet? I cant find any documentation that would detail how to do this.
Similarly , in the CAD version - you had chat to other agents, as well integration with CUP server for non-agents presence - has anyone found a widget to get this added?
Thanks
Elena

Try to take a look at the 2Ring Finesse Gadgets. They have all what you are seeking regarding chat and presence
Regards
Ulrik

UCCX Web Chat agent login

Hi,
I am installing new UCCX 10.5 and SocialLiner 10.5
Having configured SocialMiner in UCCX with FQDN, having configured feed and campaign like in a few doc I saw
I cant' log into uccx agentdesktop nor in the CAD work site to agentdesktop.
I work with FQDN and I have install uccx and socialminer certificates on my laptop like it is shown on wiki doc.
Socialminer users are authenticated against AD and I can log my agents to socialminer. I can also log my agent on CAD
I have the error message '
Can any body help me ?

Hi,
Having turned around my issue for 2 days , having read a lot of documentation ou discussions all telling about certificates issues or browser version issues, I opened a case to the TAC.
In fact the problem was that you can use CAD and Finesse for web chat at the same time and Finesse was running on my server. We desacivated finesse on UCCX server and immediatly my user was able to log.
Thanks to Adam

UCCX finesse email queuing without deploying Socialminer

we had a question as part of a UCCX upgrade to 10.5.
Is it possible for us to use Finesse as an Agent to do Email queuing, without needing to setup Socialminer ?
In that case, how would email integration/relay work ? how would Finesse connect with Exchange 2012 ?
Thanks

Hi
No - if you are using Finesse, you need SocialMiner to add all multi-channel capabilities (e.g. chat, email)
If you are using CAD you don't need SM as it uses the legacy service for CAD.
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/design/guide/UCCX_BK_CBB99111_00_cisco-unified-contact-center-express/UCCX_BK_CBB99111_00_cisco-unified-contact-center-express_chapter_011.html#UCCX_CN_FD9A570C_00
Aaron

UCCX 10 - running Finesse and CAD simulatenously

Cisco's documentation indicates that CAD and Finesse cannot be run at the same time and that one has to deploy/use either CAD or Finesse. However, the CAD service is never shut down when Finesse is activated and remains running. On my test server, I was able to have both, CAD and Finesse, running and have agents use both clients on the same server.
Is there any additional information that explains in more detail the impact of running CAD and/or Finesse and why they can't be run at the same time? Or if they are, what the side-effects and possible negative impacts?
After I have upgraded to UCCX 10, I would like to gradually switch users over to Finesse. But instead of forcing everyone to switch to Finesse at the same time, I would like to switch one department at a time so I can work out any issue with a small subset of users first. Does anyone have any experience with this?
Thanks.

HI,
Pls see the below question and Answer from UCCX Chalk-Talk UCCX 10.
4:Since from UCCX 10 , we can only use either CAD or Finnesse at one time, whats the impact of changing this after some time in production, let say , i used CAD for 2 months and then i decided to move to Finesse, whats the impact ? or is it a smooth change as switching CUIC and HRC in previoius release ?
Ans.For the scenario you mentioned, there is absolutely no problem. The point to note is that the Finesse services are activated/deactivated but the CAD desktop services are ALWAYS running. The only condition to keep in mind is that you can use ONLY ONE type of agent desktop at any time. Also if Finesse is not used and CAD operations are used extensively, it is advisable to shutdown the Finesse service.
Regards,
Mukesh Singh

UCCX 9 Web Chat Desktop Error.

Good day, All.
I have UCCX 9 and Social Miner 9 newly installed.
All traditional UCCX functinality works fine.
But I'm not experienced in web-chat feature, so any advice is valueable.
When I try to login to UCCX chat Desktop (through CAD buid-in browser) I get an error message:
"Login Error.
Service Unavailable. Try Logging in again."
I'm able to ping both Uccx and Social miner from machine where I try to login as web agent.
I've created a CSQ_web SkillGroup and the agent belongs to it.
In UCCX admin page SocialMiner Configuration everything looks fine:
And in SocialMiner everything looks good:
Could any one give a tip what could it be?
Or may be there are some log files somewhere to study?
best regards,
Igor

Fixed.
The problem was in certificate.
It must be installed in a right way as follows:
Install your certificate
Procedure
Step 1
Click Certificate Error to the right side of the address bar.
Step 2
Click View Certificates.
Step 3
Click Install Certificate as shown in Figure 1.Figure 5. Install certificate
Step 4
Click Next as shown in Figure 2.Figure 6. Certificate import wizard
Step 5
Click the Place all certificates in the following store radio button as shown in Figure 3.Figure 7. Browse and select certificate
Step 6
Click Browse and select Trusted Root Certification Authorities as shown in Figure 3.
Step 7
Click Next as shown in Figure 3.
Step 8
Click Finish as shown in Figure 4.Figure 8. Certificate selection completion
Step 9
Click Yes as shown in Figure 5.Figure 9. Security warning
Step 10
Click OK as shown in Figure 6.Figure 10. Certificate import successful message
Step 11
Click OK.
best regards,
Igor

Chat finesse (UCCX 10.5)

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