IM&P incorporates the Jabber platform and supports XMPP protocol and can track the user's presence via multiple devices. IM&P
pulls its user list from users who have been enabled for chat capabilities, from Unified CM (or LDAP if LDAP integration is
enabled). Only Unified CM users enabled for chat capability can login to IM&P.
Identity, Presence, Jabber
A User is identified in the IM&P service with a unique identity which is in the form of username@FQDN.com.
The UCCX login ID can be same as Desktop login ID. This is possible if, the Unified CM configured for IM&P is the same as
the Unified CM cluster configured with Unified CCX solution.
A user is described in terms of the identity of the user, presence status, (available, unavailable, or busy) and the presence
capabilities of the user.
The presence status of the user is not related to the Agent Status and has to be managed independently by the user post login.
Cisco IM&P service combines the presence status of user across multiple devices and publishes them for subscribers who have
added the contact in their contact list.
IM&P supports a composed presence for the users, which is derived from the state matrix of all the devices that the agent
is logged into. Cisco IM&P takes sources of presence from the XMPP client for the user, on-hook and off-hook status from CUCM,
and in a meeting status from Microsoft Exchange to generate the users overall composed presence. Desktop Chat displays the
composed presence of the user. For details about how to arrive at the composed presence, refer to the Cisco IM&P User Guide at: https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-user-guide-list.html .
Irrespective of the deployment type, the Desktop Chat requires an explicit login using the IM&P identity of the user after
logging into the Finesse Desktop.
SSO is not supported with Desktop Chat and thus an explicit login is required in SSO mode.
Desktop Chat presence indicates the availability of users to communicate across the configured devices.
Desktop Chat availability will also be reflected in the combined IM&P presence of the user.
Logging into Desktop Chat, by default sets the users state as available.
An agent logging into Desktop Chat can thus be seen as available in Jabber or other XMPP platforms connected with IM&P and
can communicate with these users.
Example for Desktop Chat availability:
A Desktop Chat user can be logged into the Desktop Chat and Jabber at the same time. Incoming chats will be relayed to all
the logged in clients including Desktop Chat. However, Desktop Chat does not support Multi-Device-Messaging. So messages being
sent from other XMPP clients like Jabber will not be displayed within the Desktop Chat. Once alternate clients are used to
respond to incoming chats, further messages are not shown in Desktop Chat until the user starts responding using the Desktop
For more information on network designs, refer to the Solution Reference Network Design guide https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-implementation-design-guides-list.html.