New and Updated Features
New Features
Sign In URL Now Requires FQDN
To sign in to the Finesse administration console or the Finesse agent desktop, enter the fully qualified domain name (FQDN) of the Finesse server in the URL. If you enter the server IP address or hostname, Finesse redirects your browser to the server FQDN.
Multiple Call Variables Layouts
In previous releases, Finesse only supported one default Call Variables Layout. With Release 11.0(1), the Call Variables Layout gadget allows you to define up to 200 unique Call Variables Layouts (one default layout and 199 custom layouts) to display on the Finesse agent desktop. As part of this functionality:
-
You can use a workflow to specify the Call Variables Layout that an agent sees when they receive a call.
-
For a new Release 11.0(1) installation, Finesse provides a default layout.
-
For upgrades from an earlier release, Finesse migrates the previously configured default layout and assigns it the default name and description.
Finesse IP Phone Agent
With Finesse IP Phone Agent (IPPA), agents can access Finesse capabilities on their Cisco IP Phone as an alternative to accessing Finesse through the browser. Finesse IPPA does not provide the full set of Finesse features that are supported using the browser, but it does allow agents and supervisors to receive and manage Finesse calls if they lose or do not have access to a PC.
 Note |
Supervisors can sign in to Finesse on their IP Phones and perform all agent tasks, but supervisor tasks such as monitor, barge, and intercept are not supported. To perform supervisor tasks, supervisors must sign in to the Finesse desktop. |
In Release 11.0(1), Finesse IPPA supports the following functionality:
-
Sign in/sign out
-
Pending state
-
Wrap-up reasons
-
Optional wrap-up
-
Not Ready reasons
-
State change using reason codes
-
One Button Sign In
Account Locked After Five Failed Sign In Attempts
If an administrator tries to sign in to the Finesse administrator console (or diagnostic portal) with the wrong password five times in a row, Finesse blocks access to that user account for a period up to 30 minutes. For security reasons, Finesse does not alert the user that their account is locked. They must wait 30 minutes and try again.
Similarly, if agents or supervisors sign in to the desktop five times in a row with the wrong password, Finesse blocks access to that user account. However, in this case, the lockout period is only 5 minutes. This restriction also applies when agents and supervisors sign in using Finesse IP Phone Agent (IPPA).
Note |
When an agent or supervisor account is locked, subsequent attempts to sign in, even with correct credentials, reset the lockout period to 5 minutes again. For example, if a locked user tries to sign in again after only 4 minutes, the lockout period is reset and the user must wait another 5 minutes. This reset does not apply to the administrator account. |
To view whether a user account is locked, enter the following CLI command:
file get activelog desktop recurs compress
Then extract the zipped output, and search the catalina.out logs (opt/cisco/desktop/finesse/logs/catalina.out) for the following message referring to the locked username:
An attempt was made to authenticate the locked user "<username>"Accessibility
The Finesse desktop supports features that improve accessibility for low-vision and vision-impaired users.
Note |
Finesse supports these features only with Internet Explorer 11.0 and only on the agent desktop, not the supervisor desktop or administration console. |
Gadget Loading Indicator
Finesse now provides a gadget loading indicator that displays a loading message while a gadget is initially loading in Finesse. If you are a developer creating a gadget, include this functionality in your gadget to provide a consistent user experience within Finesse.
X-Frame-Options Support
As a security enhancement, Finesse Release 11.0(1) supports x-frame-options (XFO) HTTP header in the Finesse HTTP messages.
Updated Features
Increased Phone Books and Contacts
Finesse Release 11.0(1) increases the maximum number of team phone books from 50 to 300 and total contacts in all phone books from 1500 to 50,000. See the following table for details.
|
Item |
Maximum |
Notes |
|---|---|---|
|
Total contacts in all phone books |
50,000 |
Increased from 1500. |
|
Team phone books |
300 |
Increased from 50. |
|
Global phone books |
10 |
Unchanged. |
|
Displayed contacts per agent |
1500 |
Unchanged. These contacts are retrieved first from the global phone books and then from the team phone books. |
|
Contacts per phone book |
1500 |
Unchanged. |
Increased Team Wrap-Up Reasons
Finesse Release 11.0(1) increases the maximum number of team wrap-up reasons from 100 to 1500. However, you can still assign no more than 100 team wrap-up reasons to an individual team. The maximum number of global wrap-up reasons remains unchanged at 100.
All ASCII Characters Now Supported When Making a Call
Finesse now supports the use of any ASCII character when you make a call. Finesse no longer converts letters typed into the dial pad into numbers, nor does it remove non-numeric characters (including parentheses and hyphens) from phone numbers.
Dialog Notification API Populates requestId
In the Dialog Notification API, the requestId tag is now populated when a user makes a request. (For an incoming call, the requestId tag is empty.)
Feedback