Cisco Finesse Installation and Getting Started Guide Release 9.0(1)
Frequently asked questions
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Frequently asked questions

Frequently asked questions

Can I install Cisco Finesse on something other than a virtual machine?


Although it is possible to install Cisco Finesse directly on a server, this type of installation is not a supported deployment.

How do I access log files?


Finesse supports CLI commands for collecting log files. See CLI Commands Supported for Cisco Finesse.

How do I access the CLI?


The CLI provides a set of commands applicable to the operating system and to Cisco Finesse.

These commands allow basic maintenance and failure recovery and also enable some system administration.

Although Finesse provides access to all Cisco Unified Communications Manager CLIs, many commands are not applicable to Finesse and most have not been validated for Finesse.

You can access the CLI directly, using the monitor and keyboard at the server console or by using SSH:

  1. Enter the ID for the Administrator User account (the one created during installation).
  2. When prompted, enter the password for the administrator user.

Commands supported for Cisco Finesse


Finesse supports the following CLI commands and has qualified their use. These commands prompt the user to specify a secure FTP server location to which the files will be downloaded.

Log collection


To obtain logs:

  • Install log: file get install desktop-install.log Use this command to see the installation log after the system is installed. This log is written to the SFTP server and stored as a text file written to this path: <IP Address>\<date time stamp>\install\desktop-install.log
  • Desktop logs: file get activelog desktop recurs compress Use this command to obtain logs for the Finesse web applications. This command uploads a zip file that contains the following directories:
    • webservices: This directory contains the logs for the Finesse backend that serves the Finesse APIs. The maximum size of an uncompressed desktop log file is 100 MB. This directory holds a maximum of 300 log files. After a log file reaches 100 MB, that file is compressed and a new log file is generated. Output to the last compressed desktop log file wraps to the log file created next. The log file wrap-up duration can vary, based on the number of users on the system. Timestamps are placed in the file name of each desktop log.
    • finesseconfig: This directory contains the logs for the Finesse Config backend that serves the Finesse Administration REST APIs. The maximum size of an uncompressed desktop log file is 100 MB. This directory holds a maximum of 300 log files. After a log file reaches 100 MB, that file is compressed and a new log file is generated. Output to the last compressed desktop log file wraps to the log file created next. The log file wrap-up duration can vary, based on the number of users on the system. Timestamps are placed in the file name of each desktop log.
    • desktop: This directory contains logs from the Finesse gadget container that holds the Finesse desktop gadgets. Any container-level errors with Finesse will appear in these log files.
    • admin: This directory contains logs from the Finesse Administration gadget container that holds the administration gadgets. Any container-level errors with the Finesse Administration Console will appear in these log files.
    • clientlogs: This directory contains the client-side logs submitted from the Finesse Agent Desktop to the Finesse server. Each log file is no larger than 1.5 MB and contains a timestamp and the agent ID of the agent who submitted the file. A new log file is created each time an agent submits client-side logs (the data is not appended to an existing log file). The maximum size of this directory is 100 MB. When the directory reaches 100 MB, the oldest files are deleted to keep the size below 100 MB.
    • openfireservice: This directory contains startup and shutdown-related information logs for the Cisco Finesse Notification Service.
    • openfire: This directory contains limited error and information logs for the Cisco Finesse Notification Service.
  • Servm log: file get activelog platform/log/servm*.* compress Use this command to obtain logs generated by the platform service manager that manages the starting and stopping of the various Finesse services. Note that the desktop and servm logs are compressed to one set of files. Compressed logs are stored to the following path on the SFTP server: <IP address>\<date time stamp>\active_nnn.tgz , where nnn is timestamp in long format.
  • Platform Tomcat logs: file get activelog tomcat/logs recurs compress
  • VOS install log: file get install install.log

Note


Log collection may fail when using the compress flag if there are a lot of log files. If collection fails, run the command again without the compress flag.


Cisco Security Agent


Run the following command to disable Cisco Security Agent (mandatory): utils csa disable

You must run this command after installation is complete to disable Cisco Security Agent (CSA). CSA prevents some Finesse operations.

Finesse services


To view, start, or stop services:

  • To retrieve the status of services: utils service list This command retrieves a list of all services and their status. Services are shown in one of the following states: STOPPED, STARTING, or STARTED. STOPPED means the service is not running. STARTING means the service is starting operation and performing any necessary initialization. STARTED means the service has successfully initialized and is operational.
  • To start a service: utils service start service name This command starts the named service.
  • To stop a service: utils service stop service name This command stops the named service.
  • To start Cisco Tomcat: utils service start Cisco Tomcat
  • To stop Cisco Tomcat: utils service stop Cisco Tomcat
  • To restart Cisco Tomcat: utils service restart Cisco Tomcat

    Note


    If a Cisco Finesse service-related problem exists, we recommend a restart of a Finesse service as a last resort. Most service-related problems cannot be corrected by restarting a service. Restarting A Cisco DB is never recommended.


Upgrade


Run the following command to install upgrades: utils system upgrade

This command allows you to install upgrades and Cisco Option Package (COP) files from both local and remote directories.

Remote account management


Run the following command to enable, disable, create, and check the status of a remote access account: utils remote_account

A remote account generates a pass phrase that allows Cisco support personnel to get access to the system for the specified life of the account.

  • utils remote_account create account life account is the account name. life indicates the life of the account in days.
  • utils remote_account disable
  • utils remote_account enable
  • utils remote_account status

Replication status


To check replication status, run the following commands on the primary Finesse server:

  • utils dbreplication status This command runs the replication status check in the background.
  • utils dbreplication runtimestate This command returns the replication status on both the primary and secondary Finesse servers.
  • Check the RTMT counter value for replication. If all nodes in the cluster show a replication status of 2, replication is functioning correctly.
    Figure 1. Replication status

  • If the RTMT counter value for replication status is 3 or 4 for all nodes in the cluster, replication is set up but an error occurred and replication is not functioning properly.
    • Run the command utils dbreplication status and check the output.
    • If mismatched rows appear in the output file, run the command utils dbreplication repair all from the primary Finesse server.
  • If any node shows any replication value other than 1 or 2, replication is not set up correctly and you must reset replication for that node.
  • If the majority of the nodes show a replication value of 0 or 1, run the command utils dbreplication reset all from the primary Finesse server.

How do I uninstall?


You cannot uninstall software in a virtual environment. You can delete the VM and re-add it.

You do not need to uninstall a previous version of Finesse before you perform a fresh installation. The Finesse server has two partitions: Active and Inactive. When you perform a fresh installation of Finesse, it installs on the Active partition. If a previous version is already installed, the new version overwrites it.

How do I upgrade?


Run the command utils system upgrade initiate. For more information, see Upgrade.

Ports used for Cisco Finesse

Server or Application Protocol

Server Protocol/Port

Remote Protocol/Port

Remote Device

Purpose

Cisco Platform Tomcat

TCP 443, 8443

ANY

for example, browser

Secure Port used by Finesse Serviceability Console

Secure Port used by Finesse Administration Console

Cisco Platform Tomcat

TCP 80, 8080

ANY

for example, browser

Finesse Web Services

Finesse Administration Console

Finesse Desktop Modules (gadgets)

Finesse database (JDBC)

TCP 1545

ANY

SQL client (for example, SQuirreL)

Finesse API and Administration

Openfire

Foundation used to make JDBC connections with Informix

Notification Service XMPP

TCP 5222

ANY

 

XMPP port

Notification Service BOSH

TCP 7071

ANY

 

BOSH nonsecure

Notification Service BOSH secure

TCP 7443

ANY

 

BOSH secure

System Service

TCP 22

ANY

 

SFTP and SSH access

System Service

UDP 123

ANY

 

Network time sync

What accounts and passwords are defined during installation?


During the installation, you specify three passwords: the Administrator User, the Application User, and the database access security password. All three must start with an alphabetic character, must be at least six characters long, and can contain alphanumeric characters, hyphens, and underscores.

  • The Administrator User account These are the credentials you enter to access the CLI.
  • The Application User account These are the credentials you enter to access the Cisco Finesse Administration Console.
  • Database access security password Keep a record of this password; you will need to use it if you replace or add a server in the future or if you want to replace the old security password with a new one.

What if the installation fails?


If the installation fails, a screen appears that asks if you want to copy diagnostic information to a device.

Figure 2. Installation Failed screen

In this situation, you must reinstall from the beginning, but not until you attach a serial port to the VM. You dump the install logs into the serial port of the VM.

For information about how to attach a serial port and dump the install logs, see the DocWiki page How to Dump Install Logs to the Serial Port of the Virtual Machine.

What Unified CCE Peripheral Gateway Type is supported for Finesse?


Cisco Finesse is supported on, and has been tested on, a Call Manager Peripheral Gateway (PG) and a Generic PG.

Finesse is not supported on a System PG.

Finesse has not been tested on a System PG. On a System PG, assuming that a Voice Response Unit (VRU) is also set up for queuing, Finesse would receive queuing events meant for the VRU.

With a Call Manager PG, the VRU is on a different peripheral. Finesse does not receive VRU queuing events.