UCCX 10 Finesse

Hi Abhiram,
Can we disable the Secure http for UCCX finesse. If not, Can we have the steps to resolve certificate errors, since the agents are unable to login finesse desktop.
Also please do let us know that does UCCX finesse support Agent Login ID as Name? or it should be numeral?
Can we have the UCCX email gadget for finesse?
Thanks,
Jayadurai (NCE)
Servion Chennai

To make this easy on our end users I downloaded the certificates and added them to the trusted certificate stores through group policy.

Similar Messages

  • UCCX 10 finesse: Post Call Survey

    Hello everyone
    Before,when my customer used CAD as agent desktop,if the agent want to launch a post call survey,agent can press a customized button on  CAD whcih contained the function of launcing a blind transfer the call to a Survey script.
    However,I find the function is missing when using UCCX finesse as agent desktop,which postone the plan to migaration from CAD to Finesse.
    My question:Is there any workaround?

    I have exactly the same issue, we upgraded to Finesse and now I cannot find the way to configure it.
    Agent used to press end and the calls transfered to the post survey, now after upgrade to Finesse no way to do it!!!
    HM

  • Popup/Alert for Agent UCCX 9 - CAD

    Hi
    I have a contact center scenario where callers will hear a message 'Welcome to .. and enter account number..."
    Existing customers can type in their acct ID and follow the prompt to check balance, etc from SQL database 2012.
    also at the end it will give them an option to speak to an agent for further queries,
    When they select the option to connect to an agent, I Want the agent to be notified using a popup with the
    previously entered account number (so the agent can quickly search the customer detail while accepting the call)
    or the relevant data about the customer (such as first/last name etc.), so the agent can great him properly with
    his/her name.
    Is this possible with UCCX 9 - CAD or may be with UCCX 10 - Finesse or with any other third party application
    Thanks
    shameer

    Right before the caller is transferred to an Agent (before the Select Resource Step in most cases) use the Set Enterrprise Call Info Step (Expanded Call Variable Tab) to pass the Variable value on..check out the screen and let me know if this helps..

  • What recording licensing is correct for Finesse and Media Sense?

    For UCCX, what is the difference between recording licenses and call recording seat license?  I am trying to quote out UCCX with Finesse and Media Sense for recording.  Also quoting WFM.  

    Hi Jacqueline,
    The Cisco Unified CCX Recording Count is the License used for UCCX and Media Sense based recording.
    The WFM needs separate WFM seat license.
    Regards,
    Arundeep

  • 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 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

  • UCCX 10 and Cisco Finesse

    I upgraded the UCCX to version 10.
    As I know, the Cisco Finesse is coresident in the virtual machine.
    I can´t activate the Cisco Finesse Service!!!  Can you help me with this? I don´t know what else to do!
    Regards.

    Yes, it is on the same server.
    Did you issue "utils uccx finesse activate" from CLI on both nodes (if you have HA)?
    Chris

  • UCCX 10.0 Finesse Supervisor Calls in Queue

    I hope I'm missing something because this seems too easy.  How does the Supervisor see how many calls are waiting in queue in real time using Finesse?  I tried to use the Queue Gadget URL but I'm thinking this is only for UCCE and not UCCX.
    Thanks,
    Dan

    Here is a slightly better tool especially if the supervisor monitors multiple queues
    Here is the code
    I added it to the “manage team” tab
    <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=C8EF510810000140000000EB0A4E5E6B&filterId=VoiceIAQStats.esdName=CL</gadget>
    I found it here
    http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/config/guides/UCCX_BK_U9F91527_00_unified-ccx-administration-guide-release-10-5/UCCX_BK_U9F91527_00_unified-ccx-administration-guide-release_chapter_010110.html#CFIN_TP_ME9474E7_00

  • UCCX 10.5 - Finesse Supervisors see all teams, queues, agents, etc

    This is a new build using 10.5 and Finesse.  Every supervisor is able to see every UCCX agent, queue, etc. even though they're in no way associated with them.
    Each team has one supervisor and one queue.  Only the agents that are on that team have that skill assigned to them.  
    But for some reason, when (for example) the Customer Service supervisor signs in she can see not only her own team, queue, etc. but also every member and the queue for IT and Payments.  The payments supervisor can see everything for IT and Customer Service.   The Customer Service supervisor can see everything for IT and Payments, etc.  
    Have I missed a step?  I assumed supervisors could only see real-time stats for their team's agents and queues.  

    I just tried editing the reports that are displayed for the specific teams with no luck (as of yet).... For instance, I made a copy of the "Team Summary Report" (that is displayed on the "Team Data" tab), and filtered it for only one of the teams. I took that report id from the views (in CUIC) and applied it to that specific team's Desktop view (in cfadmin).... And I'm not sure if the view didnt work because it takes a while for this to update (15-30 minutes), and restarting the Tomcat Services is not an option right now, or if this is a result of the LiveDataGadget.jsp coding.
    Will let you know if this ends up working.

  • 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 10.5 / Finesse - agent state error

    Hi,
    I am curently testing UCCX 10.5 and finesse agent desktop I have a trouble with finesse :
    A agent is in READY state, when a call is comming, the state change to NOT READY, it should be TALKING
    In the Agent state log is see NOT READY -> Reason code 32761, in the documentation I reed "Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform." 
    The caller is effectively an internal phone but the composed number is the CTI route point of the UCCX
    I have check with "Reactive script" function of the CCX Editor, there is not any error, the call goes well through the script
    Any idea ?
    Hugo Chevalier

    Hi,
    I test using the "select ressource" box, that way I am using a CSQ and it's works. Before, I was just testing with a "Redirect call" box and that is not the right solution.
    Thank you
    H.C

  • 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

  • Finesse 10.5 (UCCX) - "Start Monitoring" give "Call Cannot Be Completed As Dialed"

    The CTI Ports for UCCX have a CSS that allows them to call any internal extension.  My (supervisor's) line and the agent's line both have our long distance CSS (that includes all internal extensions).  This obviously seems like a CSS issue, but I would assume it would be based on the CTI port CSS.  

    I don't use Finesse but use CAD and had the same issue when I had to change to CCM-based silent monitoring when I upgraded from 7.1.3 to 9.1.2. On both the agent and supervisor phones I need to have the built-in bridge parameter set to on and need to have a CSS in the monitoring CSS field toward the bottom of the DN configuration screen. Without both of these set I get the same "call cannot be completed as dialed" when a supervisor tried to monitor an agent call.
    Did this ever work or is this a new issue?
    Bill

  • UCCX 10.5 - Finess Supervisor Queue Data

    Greenfield install of UCCX 10.5 using finesse.  The Agent desktop has a gadget that does shows the number of calls in each queue they participate in. The supervisor desktop does not have a such an animal and it would be nice if it did.  I wish the reportThe Voice CSQ shows the time the longest call has been in queue, but not a how many calls are in queue which is what the supervisor cares about the most.  If it is a question of real estate, get rid of the counter for agents in reserved state.  The CUIC Live Data Voice CSQ Summary Report
    I also don't like that ALL of the queues show in this report, not just the ones the supervisor has responsibility for.  It should be limited by team.
    On the agent detail report, I don't need to see a separate line for every queue an agent participates in.  The state is the same for all queues.  When you have 8 agents that answer calls for 5 queues, that is 32 lines giving redundant information.
    I'm guessing the answer is going to be to modify finesse.... Not looking forward to that as I am not a web programmer.

    Any luck on this?  Experiencing the same problem.
    edit:  I did just find this in my search
    http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118823-technote-uccx-00.html

  • UCCX 10.5 - IP Phone Agent (IPPA) & Finesse

    I see that running CAD or Finesse is mutually exclusive i.e. one or the other but I can't find anything about IP Phone agent.
    My question is, if I enable and run Finesse will IP Phone agent still work and be supported?
    Thanks

    Yeah. It's not supported. During a UCCX presentation for CUG (or whatever it's called now), I asked if there will be a Finesse supported replacement and was told there would be but that was all that was offered. TBH, I don't get why they wouldn't have one already. I'm looking at new rollouts and when I explain the life expectancy of CAD, customers are opting right away for Finesse. Then I drop the "you have to have a PC at all times" line and the disappointment sets in. Ah well. 

Maybe you are looking for