Cisco Finesse Installation and Upgrade Guide

This document contains updated content related to:

• Cisco Finesse Virtualization (Hardware and Software requirements).

• Finesse supporting Internet Explorer 11 native, Microsoft Edge, Chrome, and Firefox.

Cisco Finesse Administration Guide

This document contains updated content related to:

• New and enhanced Look and feel of the Cisco Finesse Administration console.

  Cisco Finesse Administration console support on Microsoft Edge.

• Cisco Finesse API Cross-Origin Resource Sharing with Untrusted Origin.

• Configurable call header variable and up to five call variables in the Call Variable Layout.

• Active Call Details in the Team Performance gadget.

• CTI Encryption configuration changes in the Cisco Finesse Administration Console.

• Configuring Wrap-Up timer and using the showWrapUpTimer property to show or hide timer in wrap-up state.

• Attributes added in the Default Layout XML.

• Desktop Chat Server settings and failover scenarios.

• Support for in-built java script components.

• The administrator configuring Force Wrap-Up Reason for agents.

• New CLIs to:

  • Enable or disable active call details in the team performance gadget.

  • Enable or disable view history in the team performance gadget.

  • Specify unsupported file types in Desktop Chat.

  • Set the maximum attachment size in Desktop Chat.

  • View/set the property values of any property file.

  • Enable CORS for both Cisco Finesse and OpenFire and to configure the allowed origin list.

  • Creating Workflows and Workflow actions for voice and digital channels.

Cisco Finesse Desktop User Guide

This document contains updated content related to:

• The Finesse desktop having a new look and feel as part of the user experience refresh.

• The customization of the logo and the product name appearing in the Finesse desktop.

• The login flow having a new User Experience (SSO, Non-SSO, and Hybrid users).

• Individually accepting Security Certificates appearing in a browser popup.

• Agent desktop support including Internet Explorer 11 native, Microsoft Edge, Chrome, and Firefox.

• The left navigation bar with customizable icons and the ability to be pinned and unpinned.

• The State Control for Voice and Digital Channels being in the header.

• The User Options icon in the header.

• Desktop popover informing of any incoming voice or campaign initiated outbound calls.

• Making calls either from the phonebook list or by manually entering the number to dial out.

• Using Desktop Chat.

• Workflow support extended to digital channels.

• Searching and setting Wrap-Up reason.

• Reverse wrap-up state timer display.

• Accessibility for Digital Channel State Control, Queue Statistics, Desktop Chat, and Team Messages.

• Dialpad supporting text, numbers, and special characters (Only *, #, &, and +).

• The Actions tab in the Team Performance gadget

• The Time in State field in the Team Performance gadget showing the total duration since the agent has logged out.

• Supervisors using Team Messages to broadcast messages to one or multiple teams.

• Agents viewing the broadcasted Team Messages as a banner on their desktop in real-time.

Cisco Finesse Web Services Developer Guide

This document contains updated content related to:

• Changes made to the payload in the following Cisco Finesse REST APIs:

  • The stateChangeTime and logoutAllMedia (optional) payloads in the User API.

  • The WrapUpItems, WrapUpItem, CallbackNumber, and CallKeySequenceNum payloads Dialog API.

  • The agentsBusyOther and agentsLoggedOn payloads included in the Queue API.

  • The showInPopOver payload included in the Media Properties Layout API.

  • The media payload included in the Media API.

  • The secure payload included in the SystemConfig API.

• The following new REST APIs are included in Cisco Finesse:

  • SSO APIs.

  • ChatConfig APIs.

  • TeamMessage APIs.

  • MediaDomain API.

Compatibility Matrix for Contact Center Enterprise 12.0(1)

Replaces the Compatibility Matrix Wiki.

Updated to meet Contact Center Enterprise, Release 12.0(1) requirements.

To view the page, see

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html.

Compatibility Matrix for Cisco Unified Contact Center Express 12.0(1)

Replaces the Compatibility Matrix Wiki.

Updated to meet Cisco Unified Contact Center Express, Release 12.0(1) requirements.

To view the page, see

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html.