Preface&nbsp; [Cisco Finesse]

Contents
Preface
Conventions
Documentation and service requests
Documentation feedback
Preface

This document explains the two interfaces that you use to configure and maintain Cisco Finesse. These interfaces are as follows:

The Administration Console: (URL: http://hostname or IP address/cfadmin) A web-based interface that you use to configure system and team settings for Cisco Finesse

The Serviceability Console: (CLI) Used to manage the Cisco Finesse services

Access to the Administration Console is limited to system administrators who use the credentials of the Application User account created during the installation.

The Administrator User credentials can be used to access the CLI.

This guide is prepared for system administrators who configure, administer, and monitor Cisco Finesse.

This guide is organized as follows:

Chapter

Description

Chapter 1

Explains the Administration Console, including:

Signing in.

Configuring server settings (adding and changing CTI Server settings)

Configuring cluster settings (adding a secondary Finesse server)

Configuring database settings

Configuring not ready, sign out, and wrap-up reasons

Defining the call variable layout

Updating the Finesse Layout XML

Chapter 2

Explains the Serviceability Console, including:

Service access through the CLI

CLI commands that have been qualified for Cisco Finesse

Chapter 3

Explains how to access Cisco Unified Communications OS Administration

Chapter 4

Describes failover and redundancy mechanisms for Cisco Finesse

Chapter 5

Describes backup and restore mechanisms for Cisco Finesse

Cisco Finesse documentation includes user guides and a knowledge base of troubleshooting tips that have been entered by engineers and users.

Cisco Finesse User Guides are accessible from Cisco.com at http://www.cisco.com/web/psa/products/index.html. Click Voice and Unified Communications, then click Customer Collaboration, then click Cisco Unified Contact Center Products, and then click Cisco Finesse.

Cisco Finesse Troubleshooting tips are available at this location: http://docwiki.cisco.com/wiki/Troubleshooting_Cisco_Finesse

Conventions
Documentation and service requests
Documentation feedback

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.