Installation and Getting Started Guide for Cisco Finesse Release 9.1(1)
Getting Started After Installation
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Getting Started After Installation

Getting Started After Installation


Note


You must complete the tasks in this chapter in the order in which they appear.


Disable Cisco Security Agent

Your first task after a successful installation is to run the command to disable Cisco Security Agent (CSA). CSA prevents certain Finesse operations.

Procedure
    Step 1   After the installation, you can access the CLI directly by signing in using the Administrator User credentials defined during the installation (for more information, see Administrator credentials and How Do I Access the CLI).
    Step 2   Enter the following command: utils csa disable.

    You see a message that the system needs to restart, and you are prompted to enter Yes.

    Step 3   Enter Yes to reboot.
    Figure 1. Disable CSA




    What to Do Next

    Configure the CTI Server and Administration & Data Server settings.

    Configure CTI Server and Administration & Data Server Settings

    Your second task after a successful installation is to configure CTI Server and Administration & Data Server settings in the Administration Console. For more information about these settings, see the Cisco Finesse Administration and Serviceability Guide (http:/​/​www.cisco.com/​en/​US/​products/​ps11324/​products_​user_​guide_​list.html).


    Note


    After you restart Finesse, it can take approximately 6 minutes for all server-related services to restart. Therefore, you should wait 6 minutes before you attempt to access the Administration Console on the primary Finesse server.


    Procedure
      Step 1   Direct your browser to the URL http://hostname of primary Finesse server/cfadmin.
      Note   

      If you are using HTTPS, note that the self-signed certificate provided with Finesse uses the hostname of the Finesse server as the Common Name for the certificate by default. The hostname in the URL must match the Common Name on the certificate to avoid an address mismatch error.

      Step 2   The first time you access the Administration Console using HTTPS, you are prompted to trust the self-signed certificate provided with Finesse. The following table describes the steps for each supported browser.
      Note   

      If you are using HTTP to access the Administration Console, this step is not required.

      If you are using HTTPS and have installed a CA Certificate, you can skip this step.

      Option Description

      If you use Internet Explorer:

      1. A page appears that states there is a problem with the website's security certificate. Click Continue to this website (not recommended). This action opens the sign in page for the Agent Desktop. A certificate error appears in the address bar of your browser.
      2. Click Certificate Error, and then click View Certificates to open the Certificate dialog box.
      3. On the Certificate dialog box, click Install Certificate. This action opens the Certificate Import Wizard.
      4. Click Next.
      5. Select Place all certificates in the following store, and then click Browse.
      6. Select Trusted Root Certification Authorities, and then click OK.
      7. Click Next.
      8. Click Finish.
      9. If a Security Warning dialog box appears that asks if you want to install the certificate, click Yes. A Certificate Import dialog box that states the import was successful appears.
      10. Click OK.

      If you use Firefox:

      1. A page appears that states this connection is untrusted.
      2. Click I Understand the Risks, and then click Add Exception.
      3. On the Add Security Exception dialog box, ensure the Permanently store this exception check box is checked.
      4. Click Confirm Security Exception.
      Step 3   Sign in, using the Application User credentials (for more information, see Application User).
      Step 4   In the Contact Center Enterprise CTI Server Settings area, configure the following settings for the CTI server, referring to the Configuration Worksheet if necessary:
      1. A Side Host/IP Address
      2. A Side Port (You can find this value using the Unified CCE Diagnostic Framework Portico tool on the PG box.)
      3. Peripheral ID (This value is the ID of the CallManager PG.)
      4. B Side Host/IP Address
      5. B Side Port
      Step 5   Click Submit.
      Step 6   In the Contact Center Enterprise Administration & Data Server Settings area, configure the following settings for the Administration & Data Server and AWDB, referring to the Configuration Worksheet if necessary:
      1. Primary Host/IP Address
      2. Backup Host/IP Address (optional)
      3. Database Port
      4. AW Database Name (This value is the name of the AWDB, typically named <ucce instance>_awdb.)
      5. Domain
      6. Username
      7. Password
      Step 7   Click Submit.
      Step 8   Sign out of the Administration Console.


      Note


      Finesse does not support SQL authentication for connecting to the AWDB. Finesse requires that the AWDB is configured to use Windows authentication.


      What to Do Next

      Restart Cisco Tomcat.

      Restart Cisco Tomcat

      After you make changes to the Contact Center Enterprise CTI Server, Contact Center Enterprise Administration & Data Server, or cluster settings, you must restart Cisco Tomcat for the changes to take effect.

      Procedure
        Step 1   Access the CLI and sign in using the Administrator User credentials defined during the installation.
        Step 2   Enter the following command:

        utils service restart Cisco Tomcat

        Step 3   You can enter the command utils service list to monitor the Cisco Tomcat Service. After Cisco Tomcat changes to STARTED, agents who have passwords can sign in to the desktop.

        Ensure agents have passwords

        Agents who do not have a password defined in Unified CCE Configuration Manager cannot sign in to Finesse.

        Agent password is an optional field in Unified CCE, but it is mandatory for Cisco Finesse.

        For agents who do not have passwords, you must perform the following steps:

        Procedure
          Step 1   Launch Unified CCE Configuration Manager.
          Step 2   Locate the record for the agent (Agent Explorer > Agent tab).
          Step 3   Enter a password, and save the record.

          Ensure Logout Non-Activity Time for agents is configured

          The Logout non-activity time specifies how long an agent can remain inactive in the Not Ready state before that agent is signed out of Finesse. Perform the following steps to configure logout non-activity time.

          Procedure
            Step 1   Launch the Unified CCE Configuration Manager.
            Step 2   Launch Agent Desk Settings List (Tools > List Tools).
            Step 3   In the Logout non-activity time field, enter the number of seconds of agent inactivity while in the Not Ready state before the system software signs the agent out. You can enter a value between 10 seconds and 7200 seconds.
            Step 4   Click Save.

            Obtain and upload CA certificate


            Note


            This procedure only applies if you are using HTTPS.

            This procedure is optional. If you are using HTTPS, you can choose to obtain and upload a CA certificate or you can choose to use the self-signed certificate provided with Finesse.


            To eliminate browser security warnings each time you sign in, obtain an application and root certificate signed by a Certificate Authority (CA). Use the Certificate Management utility from Cisco Unified Operating System Administration.

            To open Cisco Unified Operating System Administration, enter the following URL in your browser:

            https://hostname of primary Finesse server/cmplatform

            Sign in using the username and password for the Application User account created during the installation of Finesse.


            Note


            You can find detailed explanations in the Security topics of the Cisco Unified Operating System Administration Online Help.


            Procedure
              Step 1   Generate a CSR.
              1. Select Security > Certificate Management > Generate CSR.
              2. From the Certificate Name drop-down list, select tomcat.
              3. Click Generate CSR.
              Step 2   Download the CSR.
              1. Select Security > Certificate Management > Download CSR.
              2. From the Certificate Name drop-down list, select tomcat.
              3. Click Download CSR.
              Step 3   Use the CSR to obtain the signed application certificate and the CA root certificate from the Certificate Authority.
              Step 4   When you receive the certificates, select Security > Certificate Management > Upload Certificate.
              Step 5   Upload the root certificate.
              1. From the Certificate Name drop-down list, select tomcat-trust.
              2. In the Upload File field, click Browse and browse to the root certificate file.
              3. Click Upload File.
              Step 6   Upload the application certificate.
              1. From the Certificate Name drop-down list, select tomcat.
              2. In the Root Certificate field, enter the name of the CA root certificate.
              3. In the Upload File field, click Browse and browse to the application certificate file.
              4. Click Upload File.
              Step 7   After the upload is complete, sign out of Finesse.
              Step 8   Access the CLI on the primary Finesse server.
              Step 9   Enter the command utils service restart Cisco Finesse Notification Service to restart the Cisco Finesse Notification service.
              Step 10   Enter the command utils service restart Cisco Tomcat to restart the Cisco Tomcat service.
              Step 11   Upload the root certificate and application certificate to the secondary Finesse server.
              Note   

              To open Cisco Unified Operating System Administration for the secondary server, enter the following URL in the address bar of your browser:

              https://hostname of secondary Finesse server/cmplatform

              Step 12   Access the CLI on the secondary Finesse server and restart the Cisco Finesse Notification Service and the Cisco Tomcat Service.

              Agents Sign In to Desktop

              After the system administrator defines configuration settings, disables CSA, and restarts services, agents who have passwords and operational handsets can sign in to the Finesse Agent Desktop.


              Note


              After you restart Finesse, it takes approximately 6 minutes for all server-related services to restart. Therefore, you should wait 6 minutes before you attempt to sign in to the Agent Desktop.


              Procedure
                Step 1   Enter the following URL in the address bar of your browser: http://hostname of the Finesse server/
                Step 2   The first time you access the Agent Desktop using HTTPS, you are prompted to trust the self-signed certificate provided with Finesse. The following table describes the steps for each supported browser.
                Note   

                If you are using HTTP or if you have installed a CA Certificate, you are not prompted to trust the self-signed certificate. Enter your agent ID, password, and extension, and then click Sign In.

                Option Description

                If you use Internet Explorer:

                1. A page appears that states there is a problem with the website's security certificate. Click Continue to this website (not recommended). This action opens the sign in page for the Agent Desktop. A certificate error appears in the address bar of your browser.
                2. Click Certificate Error, and then click View Certificates to open the Certificate dialog box.
                3. On the Certificate dialog box, click Install Certificate. This action opens the Certificate Import Wizard.
                4. Click Next.
                5. Select Place all certificates in the following store, and then click Browse.
                6. Select Trusted Root Certification Authorities, and then click OK.
                7. Click Next.
                8. Click Finish.
                9. If a Security Warning dialog box appears that asks if you want to install the certificate, click Yes. A Certificate Import dialog box that states the import was successful appears.
                10. Click OK.
                11. Enter your agent ID, password, and extension, and then click Sign In.

                If you use Firefox:

                1. Enter your agent ID, password, and extension, and then click Sign In. An error appears that states Finesse cannot connect to the Cisco Finesse Notification Service and prompts you to add a security exception for the certificates issued by the Finesse server.
                2. Click OK.
                3. A page appears that states this connection is untrusted.
                4. Click I Understand the Risks, and then click Add Exception.
                5. On the Add Security Exception dialog box, ensure the Permanently store this exception check box is checked.
                6. Click Confirm Security Exception. The page that states this connection is untrusted automatically closes and the Agent Desktop loads.
                Figure 2. Desktop Sign-In


                Configure DNS on clients


                Note


                This procedure is required for uncommon environments where non-hierarchical DNS configuration exists. If your environment has hierarchical DNS configuration, you do not need to perform this procedure.

                Configuring DNS on client computers allows the clients to resolve the fully-qualified domain name (FQDN) of the active Finesse server during a failover.

                Procedure
                  Step 1   Go to Control Panel > Network and Internet > Network Connections. (Open the Control Panel, enter Network Connections in the search bar, and then click View network connections.)

                  On Windows XP clients, open Control Panel > Network Connections.

                  Step 2   Right-click the appropriate network connection and choose Properties.
                  Step 3   On the Networking tab, select Internet protocol version 4 (TCP/IPv4), and then click Properties.

                  On Windows XP clients, on the General tab, select Internet Protocol (TCP/IP), and then click Properties.

                  Step 4   Click Advanced.
                  Step 5   On the DNS tab, under DNS server addresses, in order of use, click Add.
                  Step 6   Enter the IP address of the DNS server that was entered during installation and click Add.
                  Step 7   If a secondary DNS was entered during installation, repeat Step 5 and Step 6 to add its IP address.