Cisco Finesse Installation and Getting Started Guide Release 9.0(1)
Getting started after installation
Download the complete book
Cisco Finesse Installation and Getting Started Guide Release 9.0(1)Cisco Finesse Installation and Getting Started Guide Release 9.0(1) (PDF - 1 MB)
 Feedback

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.

    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 User Guide for the Cisco Finesse Administration and Serviceability Consoles (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://IP address or hostname of primary Finesse server/cfadmin.
      Step 2   Sign in, using the Application User credentials (for more information, see Application User).
      Step 3   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 on the title bar of the CG ctisvr process window.)
      3. Peripheral ID (This value is the ID of the CallManager PG.)
      4. B Side Host/IP Address
      5. B Side Port
      Step 4   Click Submit.
      Step 5   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 6   Click Submit.
      Step 7   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

      Your third task is to restart Cisco Tomcat.

      Procedure
        Step 1   Access the CLI and sign 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 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.

        For more information about stopping and starting services, see Commands Supported for Cisco Finesse.

        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.

          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 by entering the following URL in their browser:

          http://hostname or IP address

          where hostname or IP address is the hostname or IP address of their Finesse server.


          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 sign in to the Agent Desktop.

          Agents must enter their agent ID, password, and extension, and then click Sign In.

          Figure 1. 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.