Finesse - Admin gadget

Hello all,
I install finesse 9.0.1 all is ok, but when I connect to cfadmin I see same problem as describe in CICSO bug CSCtw61972, Buttons (Submit, Reset) on the Admin gadget not active, circle image. Do you have any help? I need configure installation and I can’t abele.
Thanks
Zdenek

Hi,
I've tried with the dCloud environment. it is UCCX 10.5.1.10000-24.
Neither CUIC or EmbeddedApp gadgets from Cisco Developer community can render a CUIC permalink report in Finesse Desktop if I use Firefox. It keeps saying Requesting Report Execution for ever.
Using Internet Explorer made the trick.
On dCloud it is IE9 and FF27.
Using my machine with FF34 it is the same.
there must be some issue between the gadget and FF iFrames...
Have you found a solution?
Have you tried upgrading the UCCX to the latest SU or 10.6?
Rui

Similar Messages

Finesse CUIC Gadget hanging: "Requesting report execution..."

My company is getting ready to deploy Cisco UCCE 10.5 with Finesse 10.5(1). From what we have heard through Cisco partners, IE is not the preferred browser to use with Finesse.
One of our business requirements for Finesse is to have a dashboard displayed with Precision Queue statistics to which the agent does not necessarily belong. We plan on doing this using a CUIC dashboard with the CUIC gadget on the agent desktop. However, in Firefox and Chrome, the CUIC gadget gets stuck with a message that says, "Requesting report execution..."
We have had certificate issues with IE, and as such, would prefer to use Chrome or Firefox (preferably Firefox, since Chrome has some issues with resizing Finesse gadgets). I found a similar question here: https://communities.cisco.com/docs/DOC-50278, but the final reply was a bit vague for me. I have tested creating an iframe in a separate html page that links to the CUIC dashboard, and it also does not work in Firefox or Chrome, but does work in IE. This indicates that the issue is not a Finesse issue per se, but more browser related.
Does anyone know of a workaround to get the CUIC dashboard to load in Firefox or Chrome, or is the CUIC gadget simply unusable with those browsers, forcing us to use IE?
Thanks in advance,
Stuart Walker

Hi,
I've tried with the dCloud environment. it is UCCX 10.5.1.10000-24.
Neither CUIC or EmbeddedApp gadgets from Cisco Developer community can render a CUIC permalink report in Finesse Desktop if I use Firefox. It keeps saying Requesting Report Execution for ever.
Using Internet Explorer made the trick.
On dCloud it is IE9 and FF27.
Using my machine with FF34 it is the same.
there must be some issue between the gadget and FF iFrames...
Have you found a solution?
Have you tried upgrading the UCCX to the latest SU or 10.6?
Rui

Finesse login issue

Hi,
I've been tryin to get the finesse up and running, but i'm getting the invalid user id/ password error when i try to login..i've entered valid parameters in the finesse admin page..and have also verified to user mapping of the awdb database in the sql server management studio.
Kindly help
Thanks
Kishore B
Sent from Cisco Technical Support Android App

I'd installed a 32-bit jtapi plugin on window server 2008 r2 64bit
I uninstalled it and installed the 64-bit jtapi plugin and it started working

Cisco Finesse 9.1 Upload Third-Party Gadgets

Hi All,
Kindly help me on uploding Gadgets for finesse 9.1.
Cisco Finesse Web Services Developer Guide (API) Release 9.1(1)
I am going through the above guide and provided steps.
After you set the password for the 3rdpartygadget account, you can use SFTP to upload third-party gadgets
to the Finesse server, as illustrated in the following example.
my_workstation:gadgets user$ sftp 3rdpartygadget@<finesse>
3rdpartygadget@<finesse>'s password:
Connected to <finesse>.
sftp> cd files
sftp> put HelloWorld.xml
Uploading HelloWorld.xml to /files/HelloWorld.xml
HelloWorld.xml 100%
2751 2.7KB/s 00:00
sftp> exit
I have created 3rdpartygadget password from Finesse CLI.
After that how to upload the third party gadget on finesse server ?
Regard's
Koushal Pandit

I have the same issue, anybody knows?

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 Finesse , Opening any website in a gadget like CAD

We have migrated to Cisco Finesse from CAD.
In CAD we can Open our CRM website inside a Window. Now we need similar functionality in Finesses. We don't need Pop Up but the wesite should open inside the Finesse Interface.
Is there any method to achieve it. I searched Cisco Doc but couldn't find the information anywhere.
Thanks

Yeah, it needs basic XML and Javascript coding skills. You're going to need to be able to figure out how to get the canvas size for the content and resize the iframe or execute the adjustheight feature of the gadget.
Finesse is a bit of a double edged sword. It is more powerful and highly customizable. The downside is that it can be significantly more deep (technically speaking) than CAD for doing some basic things. The easy way to get your CRM app open is the browser pop to new tab/new window.
If you need it in the finesse UI you will need to get the sample app to work properly for your needs or custom-code a gadget to do so.
The problem is most likely that the content height changes after the initial load-up... so the gadgets.window.adjustHeight() function is called when it thinks the iframe content will be X, and then a split second later the content loads to a much larger size. You could statically set the height of the gadget on load, and remove the gadgets.window.adjustHeight() from the .js file part of the gadget, to take up the entire frame. That's my quick and dirty recommendation for fixing this.
Getting much deeper than that, I would have to recommend consulting with a Cisco Partner or vendor to help develop a more clean solution.

Windows 7 Gadgets slow to respond, 50% CPU utilisation with gadgets that "move"

I have a fresh installation of Windows 7 RC and everything was fine. I have no idea what may have caused this, but on day 2 of using Windows 7 RC, any desktop gadgets that move (like the CPU meter or the clock with its second hand enabled) cause the sidebar.exe process to go to 50% CPU utilisation (which is 100% of one core on my dual core CPU).
These gadgets then just become unresponsive and I have to close them. I can only keep the Weather gadget on because it doesn't have any animations. I have all Windows updates and the latest NVIDIA driver from Windows Update and even their own website doesn't help. There is something wrong with my gadgets. I have never installed any extra gadgets.
What could it be?

Same issue, but after Vista x64 Home Prem upgrade to Win7 Home Prem x64. ATI Radeon HD 4850 graphics card, Quad Core & can't even change the settings of the Clock if I set the seconds hand. The clock takes up a continuous full core (25% of overall CPU) while the seconds hand is running; if the seconds hand is off then CPU utilization is 0% between minute updates. Other gadgets are similar, but many such as Calendar, Weather, and some non-MS gadgets work perfectly fine. Must be some kind of javascript issue. I have Avira Antivir before & after upgrade to Win7, so AVG isn't the issue for me - I even tried with Antivir and Comodo Firewall turned off. UAC on.
This machine is FAST & it can't handle a little gadget. (7.2/7.3 Windows Experience subscores on all but hard disk, which is 5.9) Didn't have this issue in Vista x64 Home Prem.
edit:
Checked the Win7 Resource Monitor CPU tab:
sidebar.exe - While not under heavy CPU load, "Analyze Wait Chain..." from context menu continually shows "One or more threads of sidebar.exe are waiting to finish network I/O", and indicates thread 4140 which is WinInet.dll (Internet Extensions for Win32 application extension.) Under heavy CPU load, several other threads starting from sidebar.exe were indicated from the same message from "Analyze Wait Chain..." as well.
All other non-sidebar processes indicate "running normally" from "Analyze Wait Chain..."
Another clue: If I login using the "Administrator" account, there is *** no performance problem ***! The sidebar.exe shows as "running normally" from "Analyze Wait Chain..."
So I also tried:
- w/UAC turned off on the normal user (administrator rights) account (no fix)
- tried creating a *new* normal user (administrator rights) account; still sloooowwww (also try this one w/o UAC, still bad)
-Problem Status: normal User Accounts have the sidebar performance problem, Administrator account runs fine.
Edit: 12/31/09
SOLVED!!!!
After digging into the sidebar.exe output from Sysinternals Process Monitor, I noticed a peculiar difference between the output for the properly functioning Administrator account & my User accounts. The admin acct showed the monitor profile for a good number of operations, while the User accts showed the wsRGB.cdmp value for the same operations, which was peculiar because I had my User accounts configured to use the system defaults, the same way I had the admin acct configured.
Going into the Windows Color Management, Advanced tab, I found that if I chose either of the "virtual device model profile" choices for the "Device Profile" setting, the performance hit was instant. If I used any of the "normal" icm profiles, performance was good. So I changed my system default Device Profile from "sRGB virtual device model profile" to the std sRGB.icm profile & everything is working great!
Note: In addition to the Gadgets, this also impacted the Windows Media Center Internet TV listings performance, which was also back to good performance after this WCM setting change. I'd expect there are numerous other apps that could be affected by the "virtual device model profile" handling. Googling "virtual device model profile" seems to bear that out, as I see others who ran into app problems when using that in the WCM applet.

Gadgets not working properly in windows 7

For some reason the gadgets in windows 7 are not working properly. I can open the gadget gallery and select a gadget, but it doesn't show the entire thing. For example i select the clock, and all it shows is a black square with the red ticking hand frozen. Another example is the CPU meter. All it shows when i click on it is a little white square where the meter should be. I can still close the gadgets by way of the close button on each gadget though (the calendar doesn't appear at all). UAC is turned on and i have rebooted the pc, same thing still happening. (It is Enterprise edition if that makes any difference). If anyone could help that would be great!

Have you come across the problem where some of the Gadgets that you added to the Sidebar/Desktop are not displayed correctly? For example, the clock gadget may be displayed as a black square containing only the "seconds" hand. Other gadgets may show up as
white rectangles with an information (i) icon and a plus sign. The settings button next to the gadget does not work, but the
x to close does. Here are some screenshots:
The above-mentioned behavior is caused due to the following reasons:
A subkey with foreign/ASCII character exists under the "Zones" registry key.
XML registration is missing in the system.
Use these steps to fix the problem:
Fix for Case 1
1. Click Start, type Regedit.exe and press {ENTER}
2. Navigate to the following branch:
HKEY_CURRENT_USER \ Software \ Microsoft \ Windows \ CurrentVersion \ Internet Settings \ Zones
3. Under the Zones key, delete the subkey shown with an ASCII character:
4. Exit the Registry Editor.
5. Logoff and login back to your user account.
Fix for Case 2
1. Open an
elevated Command Prompt window. To open an elevated (admin) Command Prompt, click Start, click All Programs, click Accessories,
right-click Command Prompt, and then click Run as administrator.
2. In the Command Prompt window, type the following command and press ENTER:
regsvr32 msxml3.dll
3. Similarly, run these commands:
regsvr32 scrrun.dll
regsvr32 jscript.dll
You should see the DllRegisterServer in <filename> succeeded message for each command executed.
4. Logoff and login back to your user account and see if the Gadgets display correctly.

Windows 7 gadgets not displaying properly. Black squares or don't appear at all with blue exclamation marks next to it.

My gadgets on Windows 7 have suddenly stopped working properly since 2 days ago. I have tried:
System restore
UAC is ON
cmd scannow (no results),
tried the registry thing, didn't work either.
How to fix this?
That's how it looks...
http://i15.photobucket.com/albums/a360/Katjushka_/fuckedgadgets.jpg

I do not personally recommend the alternate work-around of deleting any registry keys and/or reducing any of your internet security zones. I have found fixes to it in a more secure way below, as I consolidated and cleaned up countless snips from many
forums all over the place (cited sources of where I could remember I found the concepts); Here's my research notes: full disclaimers, hold me harmless, and always backup first!
IE11 BUG:
This bug in the public release version of Internet Explorer 11 (aka IE 11 aka IE11 RTM gold release) causes Windows 7 Gadgets to bug out.
Specifically, with IE11 installed on Windows 7, due to a bug in IE11, increasing DPI past 110% triggers SOME of the Gadgets to glitch, bug out, completely disappear, etc. This bug can be worked-around and "fixed" by modifying its Sidebar gadget.xml
<autoscaleDPI>... described in detail below.
This bug is irrelevant to Windows 8 / 8.1 because Microsoft removed the beloved Gadgets entirely in Win8 due to so many third-party evilware writers embedding malware into their "free" downloaded Gadgets (note to the best of my current knowledge,
using the standard Microsoft Gadgets included with Windows 7 are all perfectly safe).
To reiterate, notice the following Microsoft article is only talking about potential malware in third-party downloaded Gadgets, and specifically I do NOT see where it mentions any problems using any of the official Microsoft build-in Windows 7 gadgets, cited
from: http://technet.microsoft.com/en-us/security/dn261332
BUG FIX:
Option 1: Set DPI back to 100% Smaller Fonts (default) or maximum 110% and the Gadgets come back to life and work fine upon relog.
Option 2: If you need greater than 110% DPI, and want Gadgets to work, then... For each broken Gadget, modify its protected file: gadget.xml   (as detailed below).
FIRST, TEMPORARILY CHANGE DPI BACK TO 100% (DEFAULT) JUST SO YOU CAN SEE THE HIDDEN/GLITCHED GADGETS IN ORDER TO FIX THEM.
Note as a side-effect, after the "fixed" Gadgets in question come back they may look smaller in comparison with the ones that were not affected by the DPI bug (because this fix locks their DPI at default 100% whereas your others are dynamically changed).
Located in: C:\Program Files\Windows Sidebar\Gadgets
Inside that folder, find the glitched Gadget you want to fix, go into its specific folder, and edit its gadget.xml, Remove the following tag completely:
<autoscaleDPI>true</autoscaleDPI>
Deleting that tag from the gadget.xml file resolves the issue even if the DPI is set to 125%. Setting the tag to allow autoscale doesn't help. BE CAREFUL not to leave a blank line!
Concepts:
1. Make backup of effected gadget.xml somewhere
2. Task Manager -> End Process of "sidebar.exe" to unlock all Gadget's files
3. Take temporary ownership and give yourself RW permission to modify Gadget's files
4. Put all Gadget file ownership and RW permissions back to "TrustedInstaller" for security
5. Change DPI and relog to relaunch Gadgets
Details:
From Security Tab in Properties of file you want to change >>Click Advanced >>Select Owner >>Click Edit >>Click Other users or Groups >>Click Advanced >>Click Find Now, make yourself owner, then add write access for yourself.
Launch NOTEPAD or similar editor as ADMIN, to modify the gadget.xml file (the folder structure itself is still permissions-protected, but I strongly suggest you leave that alone and just use admin for editing this one file this one time)
Put Ownership and all permissions back to what they were (First, set read-only for everyone EXCEPT leave RW alone for the TrustedInstaller service, and THEN set Owner back to TrustedInstaller).
NOTE: TrustedInstaller does not exist in the "visible" users and groups as it runs as an NT Service. Don't panic. To restore its special ownership:
    Right mouse button click on the file and choose Properties
    Click Security tab
    Click Advanced button
    Click Owner tab
    Click Edit button
    Click Other User or Group and type in: NT SERVICE\TrustedInstaller
    Search and click Ok on all dialogs until all property dialogs are closed etc.
Cited from http://blogs.msdn.com/irenak/archive/2007/01/30/sysk-277-how-to-bring-back-the-trustedinstaller.aspx
Double-confirm you set all regular users and groups permissions are reverted defaults back to what they were (read-only), and the *ONLY* Owner/RW is TrustedInstalled, to lock it back down for security reasons! E.G. to avoid future vulnerability!
To test:
I fixed my Clock gadget.xml but left the Calendar alone. Changed DPI to 125% and relog off/on and notice Clock now works, but yes it looks slightly smaller than the working Calendar Gadget which isn't effected by this bug. Repeat process for Calender
if you want it smaller to match, but it works fine bigger. Repeat this process for all of your favorite broken Gadgets using IE11 on Windows 7.
Notes:
1.) Personally I view this as a work-around not a true fix, but considering Microsoft officially discontinued Gadgets as mentioned earlier, it's possible this bug may take a very long time, if ever, to be officially fixed.
2.) IE11 also bugs out a lot of other things such as Outlook 2003 spellcheck, and other general software compatibility issues, especially in Windows 7, so it's probable that some or all of IE11's bugs should be eventually fixed in the future - thereby as a
side effect may also officially fix Gadgets some day too.
3.) Other concepts cited here: http://social.msdn.microsoft.com/Forums/ie/en-US/448f9665-c043-48d2-9049-b74131bab7b1/gadgets-not-working-with-ie11-win7-pro-sp1-not-win81-preview?forum=iewebdevelopment
Good luck!

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.

In After Effects when I use the Color Finesse 3, A grid appears in the display window. How do I turn that off?

When I click on Affects, then Synthetic Aperture, then SA Color Finesse 3 in the Creative Cloud a grid appears over the video in the display window, and I am un sure how to take that off?

Color Finesse 3 LE is included with After Effects and is installed automatically when After Effects is installed. The only reason to upgrade to the paid version is if you want to use Color Finesse in Premiere Pro as well as in After Effects.
Since it's a college computer, do you have the ability to install/uninstall software? Many colleges lock down the computers to limit such access. You'll need full access, including an admin password, to use the following steps. If you're not allowed the necessary access, you can pass the following along to whoever does computer administration.
To remove the trial version, delete the entire "Synthetic Aperture" folder found in:
/Library/Application Support/Adobe/Common/Plug-ins/7.0/MediaCore
(Note that this is the Library folder at the base of your boot drive, not the one in your home folder.)
Next, re-enable the bundled version of Color Finesse by going to the following folder:
/Applications/Adobe/Adobe After Effects CC/Support Files/Plug-ins/Effects/Synthetic Aperture
Now, within that "Synthetic Aperture" folder you'll find a plug-in with parentheses around the name:
(SA Color Finesse 3 AE64)
Remove the parentheses from the filename so AE will see it. Do NOT remove the parentheses from the "(CF3 Support)" folder or AE will launch very, very slowly, and Color Finesse won't work right.
Finally, within the "(CF3 Support)" folder, locate the "(SA Color Finesse 3 UI)" application and remove the parentheses.
Launch AE, apply Color Finesse to a layer, enter a name, and you should be good to go with no grid lines.
Bob Currier
Synthetic Aperture

Cisco Interaction Manager with Finesse 9.1.1

Is it possible to place Cisco Interaction Manager in finesse desktop container as a gadget?
As I have tried to do that but CIM login interface is not displayed on finesse desktop, instead I am getting white display'

I just tested this. If i login as an agent i see the gadget but if i login as supervisor, i do not see the gadget.
Couple of additional questions.
1. How to get this gadget in the home page and not in a seperate Frame
Answer: Need to add the gadget commands under the supervisor frame as well.
2. how to pass the username and password that i enter initially in the finesse login page to CIM?
BTW, this is for PCCE 9.0.3 and CIM 9.0.1 (not integrated yet)
-senthil

Finesse 10.5(1) Outbound, no Callback button or Outbound Variables

Hi All, I can't figure out why Finesse 10.5.1/UCCX 10.5.1 is not showing the Callback button while talking on an outbound call. Also the Outbound ECC variables don't show up, but the normal ECC variables that are set in the script do show. Is it possible Finesse thinks it's an inbound call....?
Logs show null values for bAVariables:
21667181: Mar 05 10:56:47.933 PST %MIVR-SS_OB-7-UNK:UpdateContactsMsgProcessor:Processing msg: OutboundSIPUpdateContactMsg (dlc:DialingListConfig[schema=DialingListConfig#3,time=2015-03-05 10:56:38.0,recordId=133,desc=,recordID=0,dialingListID=133,campaignID=2,accountNumber=,firstName=Chris,lastName=Million,phone01=7000,phone02=,phone03=,gmtZonePhone01=580,dstPhone01=true,gmtZonePhone02=-1,dstPhone02=true,gmtZonePhone03=-1,dstPhone03=true,callbackNumber=,callbackDateTime=2015-03-05 18:56:38.0,callStatus=2,callResult=0,callResult01=0,callResult02=0,callResult03=0,lastNumberDialed=0,callsMadeToPhone01=0,callsMadeToPhone02=0,callsMadeToPhone03=0,numMissedCallback=0,retry=false]) (bACampaign:null) (bAAccountNumber:null) (bAResponse:null) (bAStatus:null) (bADialedListID:null) (bATimeZone:null) (bABuddyName:null) (phoneNumDialed:7000) (dialerCallStatus:3) (dialerCallResult:1)
Thanks

Can you explain the concept of assigned CSQs on the Outbound General Configuration screen? Are you not supposed to use a Select Resource step in the script?
The layout is default, unchanged.
<finesseLayout xmlns="http://www.cisco.com/vtg/finesse">
<layout>
<role>Agent</role>
<page>
<gadget>/desktop/gadgets/CallControl.jsp</gadget>

</page>
<tabs>
<tab>
<id>home</id>
<label>finesse.container.tabs.agent.homeLabel</label>
<columns>
<column>
<gadgets>
<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=76D964AD10000140000000830A4E5E6F&filterId=AgentCSQStats.csqName=CL&compositeFilterId=AgentCSQStats.AgentIds.agentId=loginId</gadget>
<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=5C626F9C10000140000000600A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>
</gadgets>
</column>
</columns>
</tab>
<tab>
<id>myStatistics</id>
<label>finesse.container.tabs.agent.myStatisticsLabel</label>
<columns>
<column>
<gadgets>
<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=112&viewId=67D4371110000140000001080A4E5E6B&filterId=ResourceIAQStats.resourceId=loginId</gadget>
<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=420&viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget>
</gadgets>
</column>
</columns>
</tab>
<tab>
<id>manageCall</id>
<label>finesse.container.tabs.agent.manageCallLabel</label>
</tab>

</tabs>
</layout>
<layout>
<role>Supervisor</role>
<page>
<gadget>/desktop/gadgets/CallControl.jsp</gadget>

</page>
<tabs>
<tab>
<id>manageTeam</id>
<label>finesse.container.tabs.supervisor.manageTeamLabel</label>
<columns>
<column>
<gadgets>
<gadget>/desktop/gadgets/TeamPerformance.jsp</gadget>
</gadgets>
</column>
</columns>
</tab>
<tab>
<id>teamData</id>
<label>finesse.container.tabs.supervisor.teamDataLabel</label>
<columns>
<column>
<gadgets>
<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=7291DCB410000140000000890A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>
<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=728283C210000140000000530A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>


</gadgets>
</column>
</columns>
</tab>
<tab>
<id>queueData</id>
<label>finesse.container.tabs.supervisor.queueDataLabel</label>
<columns>
<column>
<gadgets>
<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=C8E2DB1610000140000000A60A4E5E6B&filterId=VoiceIAQStats.esdName=CL</gadget>
<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9A7A14CE10000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL</gadget>

</gadgets>
</column>
</columns>
</tab>
<tab>
<id>manageCall</id>
<label>finesse.container.tabs.supervisor.manageCallLabel</label>
</tab>


</tabs>
</layout>
</finesseLayout>

UCCX Finesse silent monitoring for direct dial calls

I completely understand that Finesse is geared towards the inbound contact center, at least for right now. Although I can't say the marketing materials really stress that. But I cannot understand the lack of silent monitoring for all call types. Currently silent monitoring only works for inbound calls from UCCX, and does not function for direct inbound calls, or direct dialed outbound calls.
From a system view, Finesse is using UCM's built in silent monitoring, via a very basic JTAPI command. There is very little engineering required to enable this functionality, and I truly thing is is a major limiting issue. Many customers in fact only want the ability to do silent monitoring and basic reporting, and Finesse would be a perfect product for this.
I am considering looking at putting together some custom scripts/web apps to engage the required JTAPI in CUCM via a Finesse Gadget, to replace the built in Finesse silent monitoring function. I'm curious if anyone has some input on how involved that might be, seems like I just really need to pass the monitoring DN and monitored DN through a JTAPI command.
More importantly, is there any hope for Finesse to support this natively? Or other outbound features? If it's a feature "in the works" we have a customer who might be able to "get by" using the Cisco Agent Desktop silent monitoring, but only if that is the case.
Good link on silent monitoring capability in Cisco Finesse: http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-express/white-paper-c11-730883.html

We've got to delimit the problem.
When we use 3rd party recording solution there are 4 RTP flows: 1 incoming to monitored/recorded phone and 3 flows outgoing.
1 incoming RTP flows
- voice of remote phone
3 outgoing RTP flows
- voice of monitored/recorded phone
- voice of monitored/recorded phone sent to 3d party recording server
- voice of remote phone sent to 3rd party recording server
When we use a network analyzer we see that the agent running in the PC (UCCX 5.0) establishes two RTP flows for the monitoring session. But we can see that one of these flows sends 3 packet RTP per 1 packet RTP sent in the other RTP flow (in the same time).
We think agent sends to monitoring device all the outoing RTP packets of the phone (that belong to three different RTP flows), instead of sending only the RTP packets belonging to voice of monitored/recorded phone.
The other flow, voice of remote phone, sounds fine.
Is there a solution to avoid this problem when we monitor with UCCX 5.0 and record with a 3rd party software at the same time?
Thanks,
Christian

Agent Greeting with Precsion Queueing anf Finesse

Hello all
I am wanting to know if I can add Agent Greeting to a PQ and if someone has a snapshot example ICM script. Has anyone created a gadget to allow the Agent greeting to be recorded from Finesse agent desktop.

please share CVP and VXML application logs, but i think you must place agent greeting type variable in recording script. after CED just set greeting type.
regards
Chintan

Finesse - Admin gadget

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