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

Preface

This guide explains how to install Cisco Finesse, and how to perform initial tasks so that agents and supervisors can sign in to the Finesse desktop.

This guide is prepared for system engineers and administrators who are responsible for the installation of, and initial access to, Cisco Finesse.


Note


A printed copy of this document might not represent the latest Cisco product information available. To find out whether this guide has been updated for this release, you can locate the document and check the cover date on Cisco.com at this URL: http:/​/​www.cisco.com/​en/​US/​products/​ps11324/​prod_​installation_​guides_​list.html.

In addition to this preface, this guide is arranged as follows:

This Chapter

Covers

Before You Install

An overview of Cisco Finesse

A configuration worksheet for gathering information needed for the installation

Installation

Obtaining the installation files

Completing the Installation Wizard configuration screens

A list of the processes that occur during the installation

Installing Cisco Finesse on a secondary node

Upgrade

Performing an upgrade

Performing a rollback

After the Installation (Getting Started)

Disabling Cisco Security Agent

Configuring system and database settings in the Administration Console

Restarting Cisco Tomcat

Verifying that agents have passwords in Cisco Unified Contact Center Enterprise Configuration Manager

Verifying that the logout non-activity time is configured in Cisco Unified Contact Center Enterprise Configuration Manager

Signing in to the Finesse Agent Desktop

Configuring DNS on Finesse clients

Chapter 5, Frequently Asked Questions about the Installation

Tips and frequently asked questions

HTTPS Support

Cisco Finesse supports both HTTP and secure HTTP (HTTPS). Administrators can sign in to the Administration Console using HTTP or HTTPS. Agents and supervisors can sign in to the Cisco Finesse Agent Desktop using either HTTP or HTTPS.

Administrators can run the Cisco Finesse HTTPS Redirect CLI command to enforce HTTPS access for both the Administration Console and the Agent Desktop. For more information, see Cisco Finesse HTTPS Redirect.

This guide uses HTTP for all example URLs.

Conventions

This manual uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

  • Choose Edit > Find.
  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.
  • For emphasis. Example: Do not use the numerical naming convention.
  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)
  • A book title. Example: See the Cisco CRS Installation Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems,Inc. </title></html>

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.
  • A character string that the user enters but that does not appear on the window such as a password.

Documentation and service requests

For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http:/​/​www.cisco.com/​en/​US/​docs/​general/​whatsnew/​whatsnew.html

Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0.

Documentation feedback

You can provide comments about this document by sending email to the following address:

mailto:ccbu_​docfeedback@cisco.com

We appreciate your comments.