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
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.
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 startservice name This command starts the named service.
To stop a service: utils service stopservice 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
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.
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 lifeaccount 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
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
Cisco Platform Tomcat
TCP 443, 8443
for example, browser
Secure Port used by Finesse Serviceability Console
Secure Port used by Finesse Administration Console
Cisco Platform Tomcat
TCP 80, 8080
for example, browser
Finesse Web Services
Finesse Administration Console
Finesse Desktop Modules (gadgets)
Finesse database (JDBC)
SQL client (for example, SQuirreL)
Finesse API and Administration
Foundation used to make JDBC connections with Informix
Notification Service XMPP
Notification Service BOSH
Notification Service BOSH secure
SFTP and SSH access
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.