Cisco Finesse is the next generation browser-based agent and supervisor desktop for Unified CCX. Finesse is an alternative to Cisco Agent Desktop, Cisco Supervisor Desktop, and Cisco Desktop Administrator. Finesse is available with Enhanced and Premium license packages and provides typical inbound voice contact center functionality. It supports Unified Communications Manager-based silent monitoring and workflow-based recording with MediaSense and Work Force Optimization (WFO).
MediaSense and WFO require additional licenses and hardware.
Use only Cisco Unified IP Phones that support Built-in-Bridge.
Extend and Connect allows Unified CCX agents to work from a remote location using devices such as public switched telephone network (PSTN) phones and private branch exchange (PBX) devices. Agents are configured with a Computer Telephone Interface (CTI) remote device (instead of a physical phone) and the agent’s PC has Jabber installed in Extend mode. The agents can set their phone device as the agent phone through the Jabber interface.
To reduce media setup time and enhance caller experience, a persistent connection call is placed to the agent's phone device, which the agent should not disconnect. Routed calls are delivered to the agent seamlessly over the persistent call, and the agent hears a notification when the call comes in.
The certificates uploaded using the Cisco Unified OS Administration interface to the Tomcat trust store is available to secure all HTTP connections made during script execution. The following can be secured:
Demo license—Fresh install of Unified CCX Release 10.0(1) provides a 25-seats, Premium, Outbound, and WFO demo license that is valid for 60 days.
MediaSense—Recording licenses and necessary hardware for MediaSense installation are required on Unified CCX to enable workflow-based recording with Finesse. MediaSense imposes a Automatic Limit Protection on the number of concurrent sessions. These sessions include both recording and playback.
When you switch the version from Unified CCX Release 10.0(1) to a later release using the CLI, then the progress is displayed in the following format:
Executing Step X of 10 : <Description of current step.>
When you initiate switch version, the display of progress information starts after the initial system level checks are complete, this takes a few minutes. Until then the following message is displayed:
The following features are not available from Unified CCX Release 10.0(1):
Historical Reporting Client (HRC)
Unified Intelligence Center is the default reporting client from Unified CCX Release 10.0(1). It is a comprehensive, end-to-end reporting solution. You can access Historical reports and Live Data reports.
Any custom reports created in HRC need to be manually recreated in Unified Intelligence Center.
Upgrade to Unified CCX Release 10.0(1) from Windows (pre 8.0 release)
Upgrade from the current Windows version of Unified CCX to 9.0(2)SUx.
Upgrade to Unified CCX Release 10.0(1).
Bare metal support
From Release 10.0(1), install Unified CCX only on virtual machines.
Unified CCX child with a Unified CCE parent in a parent/child configuration
Implement an all-Unified CCX or all-Unified CCE deployment.
Cisco Unified IP Phones:
SCCP phone—Cisco IP Phone 7921G
Any supported 79xx series IP phone.
Cisco TelePresence Software:
EX 60 Cisco TelePresence System 6.0.0
EX 90 Cisco TelePresence System 6.0.0
Cisco Jabber for Windows - Version 9.1.1
Cisco Jabber for Windows - Version 9.2.4, 9.6
Limitations and restrictions
Unsupported configurations and scenarios for Unified CCX
Unified CCX does not support the following configurations:
Shared lines for CTI ports and CTI route points.
Expansion servers, except for Automatic Speech Recognition (ASR), Text-To-Speech (TTS), SocialMiner and MediaSense, which must be separate, dedicated servers.
ICD call answer/transfer using any third-party attendant console desk software.
Use of "place call" step to generate a call and thereafter placing this call in a queue within the same script.
SIP REFER between a switchboard and Unified CCX if the transfer is completed after the call has been answered on the Unified CCX CTI port because of media reestablishment issues.
During TTS prompt playback, if the call is put on hold and then retrieved, the prompt does not continue from the position at which it was left.
Unsupported actions for Unified CCX agents
Use of the following softkeys on a Cisco Unified IP Phone is not supported:
Unsupported and supported configurations for agent phones
Unsupported configurations for agent phones
The following configurations are not supported for agent phones:
Two lines on an agent phone that have the same extension but exist in different partitions.
Unified CCX extension that is assigned to multiple devices.
Configuring the same Unified CCX extension in more than one device profile, or configuring the same Unified CCX extension in any combination of device profiles and devices. (Configuring a Unified CCX extension in a single device profile is supported.)
In the Unified Communication Manager Administration Directory Number Configuration web page for each Unified CCX line, setting Maximum Number of Calls to a value other than 2.
In the Unified Communication Manager Administration Directory Number Configuration web page for each Unified CCX line, setting Busy Trigger to a value other than 1.
Configuring a Cisco Unified IP Phone with Secure Real-Time Protocol (SRTP) for use in silent monitoring and recording.
No Cisco Unified Communications Manager device can be forwarded to the Unified CCX extension of an agent.
The Unified CCX extension of an agent cannot be configured to forward to a Cisco Unified CCX route point.
Use of characters other than the numerals 0–9 in the Unified CCX extension of an agent.
Configuring the Unified Communication Manager intercom feature.
DSCP IP CTIManager to Application service parameter. You can enable this service parameter for Unified Communications Manager but it does not affect Unified CCX.
Advanced Ad Hoc Conference Enabled service parameter.
Drop ad hoc conference when creator leaves.
Signaling (QSIG) Path Replacement (PR). This feature must be disabled when Unified CCX is deployed. To disable this feature, set the Unified CM service parameters Path Replacement Enabled and Path Replacement on Tromboned Calls to False.
Forced Authorization Code and Client Matter Code. Because these features can be enabled per route pattern, you should turn them off for all route patterns in the Unified Communications Manager cluster that Unified CCX might use. Enabling these features for route patterns that Unified CCX does not use does not affect Unified CCX.
Multilevel precedence and preemption (MLPP). You can enable this feature for devices in the cluster that do not interact with Unified CCX.
Do not use Unified CM Administration to add or change CTI ports or route points that are used by Unified CCX or application users that are created by Unified CCX.
If you have an account with Cisco.com, you can use the Bug Search tool to find caveats of any severity for any release.
The following table lists all the caveats that are open for this release. The caveats are listed in the order of severity by the bug identifier.
Finesse failover happens 10 minutes after UCCX engine fail over
Participant list becomes Unknown after CCX Engine Failover
UCCX Editor Database/ACD Steps Online Help Mapping is broken
Improper reference url for skill when a GET perfromed on CSQ
Cannot mix alaw and ulaw
UCCX 10 Troubleshooting page points to 8.0 document
resource dont synch to team collection if updated from resourc cofg page
Common restclient does not support URL with query parameters
Able to search and add the same user name in admin field during install
Allow user to perform team related operations having japanese text '?'
TRK+RUS: UCCX/ChatAgent: Missing "Agent" string on Supervisor screen
Clean up code that still attempts to read OF domain info from DB
Finesse config data cannot be restored from subscriber in a DRS scenario
UCCX GT:Finesse Supervisor Does not load Team list after failover
No timely feedback while forcing the agent to Ready during a failure
CCX:Allow secondary Supervisor to SM a monitored call after error dialog
Unified Intelligence Center
Live Data Agent report creates multiple table grids after network outage
Live Data Agent reports AgentID Selected box width is small in FF
CUIC gadgets not cleaning up subscriptions
UCCX agent Live Data gadget issue after notification service restart
Cisco Agent Desktop
CAD gets error message after upgrade of CUPS server
The following table contains information on the known limitations in the latest Unified CCX release. Cisco has evaluated these defects on a case-by-case basis. For each defect, we have determined that one of the following is true:
The software functions as designed.
The issue cannot be resolved.
Table 1 Closed caveats
CCX: Call snapshot returns 0 for an agent who is on 2 calls
Editor accepts the email address "abcd" though its invalid.
CCX: CAD does not display ringing call after a desktop crash
UCCX not correctly reset call state when barge call fails
No End Call Event when an agent ends consult call initiated by WrapUp ag
Failed to update multiple Historical Report Users from appadmin
AppScan:Phishing through URL redirection
Agents listing not working in Mobile Supervisor (iPhone)
Auto refresh not working in Mobile supervisor
Barge in fails if Supervisor extension same as AgentId
Alerts by tomcat process on CCX product is not working.
CUIC sync prevents scheduled purge from starting on scheduled time
Switch version fails after upgrade if open transactions present
show uccx dbtable contents command gives incomprehensible data
recording tag not correct for consult call, transfer not completed
Failed to end consult call leg from finesse after finesse restart
Application performance analysis report data is shown wrongly
Updating multiple teams simultaneously doesnt work for CUIC collections
CM configuration page load when issue AXL password changed from UCCX
Editor,RTMT and CAD download through direct link require no Authentication
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