Finesse provides a self-signed certificate that use or provide a CA certificate. You can obtain a CA certificate from a third-party vendor or produce one internal to your organization.

Finesse does not support wildcard certificates. After you upload a root certificate signed by a certificate authority (CA), the self-signed certificates are overwritten.

If you use the Finesse self-signed certificate, agents must accept the security certificates the first time they sign in to the desktop. If you use a CA certificate, you can accept it for the browser on each client or deploy a root certificate using group policies.

Note

If there is a mismatch between the server hostname and the certificate hostname, a certificate address mismatch warning message is displayed in IE. The certificate must be regenerated so that the hostname matches the server hostname before importing to Finesse. If there is a valid reason for the mismatch, uncheck the Warn about certificate address mismatch checkbox from Tools > Internet Options > Advanced > Security to allow the certificate to be accepted.

Cisco Context Service is a cloud-based omnichannel solution for Unified CCX. It captures your customer’s interaction history by providing flexible storage of customer-interaction data across any channel.

Context Service works out-of-the-box with Cisco Customer Collaboration products. Context Service also provides an SDK interface for integration with your own applications or third-party applications to capture end-to-end customer-interaction data.

For more information about Context Service and to check service availability, see https://help.webex.com/community/context-service.

Desktop Chat is an XMPP browser based chat, which is powered by Cisco Instant Messaging and Presence (IM&P) service. It provides presence and chat capabilities within the Unified CM platform. For more details, see Configuration and Administration of the IM and Presence Service at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-and-configuration-guides-list.html.

Note	In HCS Deployments, the Desktop Chat user search functionality will show all the users available from LDAP and will not be restricted to the users from the corresponding customer whose agent or supervisor initiated the search.

Desktop Chat connects to Cisco IM&P servers over port 5280 from the browser hosting the agent desktop. IM&P server visibility and port accessibility needs to be ensured if clients intend to use this feature. The Desktop Chat gadget configures the IM&P host BOSH URL’s used by the desktop to communicate with the IM&P server over BOSH HTTP.

IM&P has a clustered design, where users are distributed across multiple nodes in the cluster. The Desktop Chat initially discovers the IM&P nodes that a user has configured, caches this information and communicates with the actual server for subsequent login, until the browser cache is cleared. To spread the initial discovery load, it is advisable to configure the nodes in a round robin fashion if the deployment has more than one Finesse cluster. For example, if there are 5 IM&P nodes configure Finesse cluster A with node 1 & 2, Finesse cluster B with nodes 3 & 4, and so on.

Node availability should be considered while configuring the IM&P URL. The secondary node will be available for discovery in scenarios where the first node is not reachable. The secondary node will be connected for discovery only if the primary node is unreachable.

For the URL to be configured, refer Cisco Unified Presence Administration service, in System, Service Parameters. Choose the required IM&P server, select Cisco XCP Web Connection Manager. The URL binding path is listed against the field HTTP Binding Path. The full URL to be configured in Finesse is https://<hostname>:5280/URL-binding-path.

For more information on the Desktop Chat design, refer to the Solution Design Guide for Cisco Unified Contact Center Express, Release 12.0.

Use the Desktop Chat Server Settings to configure chat settings for the Finesse desktop. The following table describes the fields on the Desktop Chat Server Settings gadget.

• Save: Saves your configuration changes

• Revert: Retrieves the most recently saved server settings

Important

For Desktop Chat to work without any issues, ensure the following services are running on IM&P: Cisco Presence Engine Cisco XCP Text Conference Manager Cisco XCP Web Connection Manager Cisco XCP Connection Manager Cisco XCP Directory Service Cisco XCP Authentication Service Cisco XCP File Transfer Manager

Note	Desktop Chat is not supported with the unrestricted versions of IM&P.

You can manipulate the call variables layout that an agent sees when a call is answered by using a workflow. To do so, configure an HTTP Request workflow action and set the value of the ECC variable user. Layout to the name of the custom layout to display.

For information about how and when workflows are executed, see Workflows and Workflow Actions.

For more details, see the section, "Adding an HTTP Request Workflow Action" in the white paper Cisco Finesse: How to Create a Screen-Pop Workflow.

The Finesse Layout XML defines the layout of the Finesse desktop, and the gadgets and components displayed on the desktop.

Use the Manage Desktop Layout gadget to upload an XML layout file to define the layout of the Finesse desktop for agents and supervisors.

Actions on the Manage Desktop Layout gadget are as follows.

• Finesse Default Layout XML - Expands to show the layout XML for the default Finesse desktop.

• Restore Default Layout - Restores the Cisco Finesse desktop to the default layout.

• Save - Saves your configuration changes.

• Revert - Retrieves and applies the most recently saved desktop layout.

The Finesse default desktop layout XML for Unified CCX contains optional tabs and gadgets for Web Chat and Email, Advanced Supervisor Capabilities, and notes that describe how to modify the layout for your deployment type.

Remove the comments from the optional gadgets and tabs that you want to appear on the Finesse desktop.

Remove any gadgets or tabs that you do not want to use.

Following are the updates available in the default layout XML in Unified CCX 12.0(1) release:

• Horizontal Header is available in the layout configuration and the Header can be customised.

• Title and Logo of Finesse desktop can be customised.

• Desktop Chat, TeamMessage, Dialer, Agent Identity, and Non-Voice State Control are added as part of the header component.

• Vertical tabs in Finesse desktop are moved to collapsable left navigation bar for which the icons can be customised.

• Support for inbuilt java script components has been added.

• The ID attribute (optional) is the ID of the HTML DOM element used to display the gadget or component. The ID should start with an alphabet and can contain alpha numeric characters along with hyphen(-) and underscore(_).It can be set through the Finesse Administrative portal and has to be unique across components and gadgets.

• The managedBy attribute (optional) for Live Data gadgets defines the gadgets which manage these Live Data gadgets. The value of managedBy attribute for Live Data gadgets is team-performance. This means that the rendering of the gadget is managed by the Team Performance gadget. These gadgets are not rendered by default, but will be rendered when the options Show State History and Show Call History are selected in the Team Performance gadget.

  For upgraded layouts, the managedBy attribute will be introduced, and will have the value of the ID of the Team Performance gadget in the same tab. If there are multiple instances of Team Performance gadgets and Live Data gadget pairs, they will be associated in that order. If the ID of the Team Performance gadget is changed, the value of the managedBy attribute should also be updated to reflect the same ID for the Live Data gadgets. Otherwise, the Team Performance gadget instance will not show its respective Live Data gadgets.

• The Hidden attribute (optional) is used to support headless gadgets. When an attribute is set to "hidden=true", then the gadget is loaded by the container, but will not be displayed. The default value set for the attribute is "false".

• The maxRow attribute (optional) is used to adjust the height of the Team Performance gadget. If there are multiple instances of the Team Performance gadget, each instance height can be set by using this attribute. By default the maxRow attribute value is set to 10 rows.

Following are the updates available in the default layout XML in Unified CCX 11.6(1) release:

• Agents can view Recent Call History and Recent State History gadgets in My History tab.

• Supervisors can view Recent Call History and Recent State History gadgets in Manage Team tab.

Agents can view Recent Call History and Recent State History gadgets in My History tab.

Supervisors can view Recent Call History and Recent State History gadgets in Manage Team tab.

Important

After a system upgrade, the old desktop layout is retained. If you had a modified desktop layout before upgrade, perform the following steps to ensure you obtain the latest changes: Sign in to the Finesse administration console and click the Desktop Layout tab. Copy the desktop layout to a text file. On the Manage Desktop Layout gadget, click Restore Default Layout. Click Save. Using the text file of the desktop layout that you saved before the upgrade as a reference, modify the layout to include the changes that you made to the previous layout. Click Save to save your changes.

If any changes are made to the component IDs or URLs in the default XML layout, the following features may not work as expected.

Note	The components can be rearranged in any order to show on the Finesse desktop.

The <gadget> element in the Finesse Layout XML provides an attribute to specify alternate hosts from which the gadget can be loaded. This allows the Cisco Finesse desktop to load the gadget using a different host if the primary server is unavailable.

The alternateHosts attribute contains a comma-separated list of FQDNs that will be used if the primary-host-FQDN is unavailable.

<gadget alternateHosts="host1,host2,host3,...">
         https://<primary-host-FQDN>/<gadget-URL> 
    </gadget>

The alternateHosts attribute is only applicable for gadgets with an absolute URL. That is URLs containing the FQDN of a host, an optional port, and the complete URL path to the gadget. For example: <gadget alternateHosts="host1,host2">https://primary host/relative_path</gadget>

If loading the gadget from the primary-host fails, the Cisco Finesse container attempts to load the gadget from the alternate hosts in the order specified in the alternateHosts attribute.

The Cisco Finesse desktop may fail to load the gadget even if some of the hosts are reachable. In such cases, refresh the Cisco Finesse desktop.

When the gadget is specified with a relative URL, for example: <gadget >/3rdpartygadgets/relative_path</gadget>, the alternateHosts attribute does not apply and is ignored by the Cisco Finesse desktop.

Note	If the host serving the gadget fails after the Cisco Finesse desktop was successfully loaded, the desktop must be refreshed in order to load the gadget from an alternate host. The gadget does not implement its own failover mechanism.

Headless gadgets are gadgets which do not need a display space, but can be loaded and run like a background task in the browser. The Hidden attribute (optional) is used to support headless gadgets in the layout XML. When an attribute is set to "hidden=true", then the gadget is loaded by the container, but will not be displayed. The default value set for the attribute is "false".

You must ensure that the XML uploaded conforms to the XML schema definition for Finesse. The XML schema definition for Finesse is as follows:

<?xml version="1.0" encoding="UTF-8"?>
<xs:schema xmlns:xs="http://www.w3.org/2001/XMLSchema" xmlns="http://www.cisco.com/vtg/finesse" targetNamespace="http://www.cisco.com/vtg/finesse" elementFormDefault="qualified">
   <!-- definition of version element -->
   <xs:element name="version">
      <xs:simpleType>
         <xs:restriction base="xs:double">
            <xs:pattern value="[0-9\.]+" />
         </xs:restriction>
      </xs:simpleType>
   </xs:element>
   <!--  The below elements are for common desktop header and configs -->
   <!--  Copied from: https://github5.cisco.com/ccbu-shared/common-desktop/blob/master/java/layout-manager/src/main/resources/layoutSchema.xsd -->
   <!--  If the common-desktop XSD changes, this too needs to be updated -->
   <!--  Only difference is that, column has been renamed to headercolumn, since column is alredy there in finesse desktop layout -->
   <xs:complexType name="configs">
      <xs:sequence>
         <xs:element name="config" type="config" minOccurs="0" maxOccurs="unbounded" />
      </xs:sequence>
   </xs:complexType>
   <xs:complexType name="config">
      <xs:attribute name="key">
         <xs:simpleType>
            <xs:restriction base="xs:string">
               <xs:pattern value="[a-zA-Z]*" />
            </xs:restriction>
         </xs:simpleType>
      </xs:attribute>
      <xs:attribute name="value" type="xs:string" />
   </xs:complexType>
   <xs:complexType name="header">
      <xs:choice>
         <xs:sequence>
            <xs:element name="leftAlignedColumns" type="listOfColumns" minOccurs="1" maxOccurs="1" />
            <xs:element name="rightAlignedColumns" type="listOfColumns" minOccurs="0" maxOccurs="1" />
         </xs:sequence>
         <xs:sequence>
            <xs:element name="rightAlignedColumns" type="listOfColumns" minOccurs="1" maxOccurs="1" />
         </xs:sequence>
      </xs:choice>
   </xs:complexType>
   <xs:complexType name="component">
      <xs:sequence>
         <xs:element name="url" type="xs:string" minOccurs="1" maxOccurs="1" />
         <xs:element name="stylesheet" type="xs:string" minOccurs="0" maxOccurs="1" />
      </xs:sequence>
      <xs:attribute name="id" use="required">
         <xs:simpleType>
            <xs:restriction base="xs:string">
               <xs:pattern value=".+" />
            </xs:restriction>
         </xs:simpleType>
      </xs:attribute>
      <xs:attribute name="order">
         <xs:simpleType>
            <xs:restriction base="xs:string">
               <xs:pattern value="[0-9]{0,10}" />
            </xs:restriction>
         </xs:simpleType>
      </xs:attribute>
   </xs:complexType>
   <xs:complexType name="listOfColumns">
      <xs:sequence>
         <xs:element name="headercolumn" type="headercolumn" minOccurs="1" maxOccurs="unbounded" />
      </xs:sequence>
   </xs:complexType>
   <xs:complexType name="headercolumn">
      <xs:choice minOccurs="0" maxOccurs="1">
         <xs:element ref="gadget" />
         <xs:element name="component" type="component" />
      </xs:choice>
      <xs:attribute name="width">
         <xs:simpleType>
            <xs:restriction base="xs:string">
               <xs:pattern value="[0-9]+(px|%)" />
            </xs:restriction>
         </xs:simpleType>
      </xs:attribute>
   </xs:complexType>
   <!--  The above elements are for common desktop header and configs -->
   <!-- definition of role type -->
   <xs:simpleType name="role">
      <xs:restriction base="xs:string">
         <xs:enumeration value="Agent" />
         <xs:enumeration value="Supervisor" />
         <xs:enumeration value="Admin" />
      </xs:restriction>
   </xs:simpleType>
   <!-- definition of simple elements -->
   <xs:element name="id">
      <xs:simpleType>
         <xs:restriction base="xs:string">
            <xs:pattern value="[a-zA-Z]([-_:\.a-zA-Z0-9])*" />
         </xs:restriction>
      </xs:simpleType>
   </xs:element>
   <xs:element name="label">
      <xs:simpleType>
         <xs:restriction base="xs:string">
            <xs:minLength value="1" />
            <xs:pattern value="[^\r\n]+" />
            <!-- This regex restricts the label string from carriage returns or newline characters -->
         </xs:restriction>
      </xs:simpleType>
   </xs:element>
   <xs:element name="icon" type="xs:anyURI" />
   <xs:element name="gadget">
      <xs:complexType>
         <xs:simpleContent>
            <xs:extension base="restrictWhiteSpaces">
               <!-- <xs:attribute name="staticMessage" type="xs:string"/> -->
               <xs:attribute name="id">
                  <xs:simpleType>
                     <xs:restriction base="xs:string">
                        <xs:pattern value="[a-zA-Z]([-_a-zA-Z0-9])*" />
                     </xs:restriction>
                  </xs:simpleType>
               </xs:attribute>
               <xs:attribute name="alternateHosts" type="xs:string" />
               <xs:attribute name="managedBy" type="xs:string" />
               <xs:attribute name="hidden" type="xs:boolean" />
            </xs:extension>
         </xs:simpleContent>
      </xs:complexType>
   </xs:element>
   <xs:element name="role" type="role" />
   <xs:element name="gadgets">
      <!-- Grouping of a set of gadgets -->
      <xs:complexType>
         <xs:sequence minOccurs="0" maxOccurs="unbounded">
            <!-- No limit to number of gadget URIs for now -->
            <xs:element ref="gadget" />
            <!-- URI of the gadget xml -->
         </xs:sequence>
      </xs:complexType>
   </xs:element>
   <xs:simpleType name="restrictWhiteSpaces">
      <xs:restriction base="xs:anyURI">
         <xs:minLength value="1" />
         <xs:pattern value="\S+" />
         <!-- This regex restricts anyURI from containing whitespace within -->
      </xs:restriction>
   </xs:simpleType>
   <xs:element name="column">
      <!-- Grouping of a set of gadgets within a column -->
      <xs:complexType>
         <xs:sequence minOccurs="0" maxOccurs="unbounded">
            <!-- No limit to number of gadget URIs for now -->
            <xs:element ref="gadgets" />
            <!-- URI of the gadget xml -->
         </xs:sequence>
      </xs:complexType>
   </xs:element>
   <xs:element name="columns">
      <!-- Grouping of a set of columns -->
      <xs:complexType>
         <xs:sequence>
            <xs:element ref="column" minOccurs="0" maxOccurs="unbounded" />
         </xs:sequence>
      </xs:complexType>
   </xs:element>
   <xs:element name="page">
      <!-- Grouping of a set of persistent gadgets -->
      <xs:complexType>
         <xs:sequence minOccurs="0" maxOccurs="unbounded">
            <!-- No limit to number of gadget URIs for now -->
            <xs:element ref="gadget" />
            <!-- URI of the gadget xml -->
         </xs:sequence>
      </xs:complexType>
   </xs:element>
   <xs:element name="tab">
      <xs:complexType>
         <xs:sequence>
            <xs:element ref="id" />
            <!-- Id of the tab selector in the desktop -->
            <xs:element ref="icon" minOccurs="0" maxOccurs="1" />
            <xs:element ref="label" />
            <!-- Label of the tab selector -->
            <xs:choice>
               <xs:element ref="gadgets" minOccurs="0" maxOccurs="1" />
               <xs:element ref="columns" minOccurs="0" maxOccurs="1" />
            </xs:choice>
         </xs:sequence>
      </xs:complexType>
   </xs:element>
   <xs:element name="tabs">
      <!-- Grouping of tabs -->
      <xs:complexType>
         <xs:sequence maxOccurs="unbounded">
            <!-- No limit to number of tabs for now -->
            <xs:element ref="tab" />
         </xs:sequence>
      </xs:complexType>
   </xs:element>
   <xs:element name="layout">
      <xs:complexType>
         <xs:sequence>
            <xs:element ref="role" />
            <!-- Type of the role -->
            <xs:element ref="page" />
            <!-- List of page gadgets -->
            <xs:element ref="tabs" />
            <!-- Grouping of tabs for this particular role -->
         </xs:sequence>
      </xs:complexType>
   </xs:element>
   <xs:element name="finesseLayout">
      <!-- Layout of the desktop -->
      <xs:complexType>
         <xs:sequence>
            <xs:element ref="version" />
            <xs:element name="configs" type="configs" minOccurs="0" maxOccurs="1" />
            <xs:element name="header" type="header" minOccurs="1" maxOccurs="1" />
            <xs:sequence maxOccurs="3">
               <!-- only support 3 roles for now -->
               <xs:element ref="layout" />
            </xs:sequence>
         </xs:sequence>
      </xs:complexType>
   </xs:element>
</xs:schema>

The Cisco Finesse default layout XML contains commented XML code for Web Chat and Email gadgets available for the Finesse desktop. Each gadget or tab is surrounded by comment characters (<!-- and -->) and comments that describe what the tab or gadget is for and how to add it to the desktop.

Note

The Chat and Email Control gadget is only supported at the page level. You must ensure that the Chat and Email Control gadget (<gadget>https://localhost/uccx-nvcontrol/gadgets/NonVoiceControl.xml</gadget>) is placed within the <page></page> tag. Placing this gadget within a <tab></tab> tag is not supported.

The procedure that you follow depends on your deployment. The following table describes when to use each procedure.

Note	After you add the Web Chat and Email gadgets, sign in to the Finesse desktop and make sure they appear the way you want. Agents who are signed in to Finesse when you change the desktop layout must sign out and sign back in to see the change on their desktops.

Finesse supports the following number of phone books:

• 10 global phone books

• 300 team phone books

The system supports a total of 50,000 contacts. The total number of contacts per agent across all phone books is limited to 1500.

Use the Manage Phone Books gadget to view, add, edit, or delete phone books and phone book contacts. Click the Name or Assign To headers to sort the phone books in ascending or descending order. Click the last Name, First Name, Number, or Note headers to sort the contacts in ascending or descending order.

The following table describes the fields on the Manage Phone Books gadget:

Actions on the Manage Phone Books gadget:

• New: Add a new phone book or contact

• Edit: Edit an existing phone book or contact

• Delete: Delete a phone book or contact

• Refresh: Reload the list of phone books or contacts from the server

• Import: Import a list of contacts to the phone book

• Export: Export a list of contacts from the phone book

Not Ready reason codes represent reasons that agents can select when they change their state to Not Ready.

Use the Manage Reason Codes (Not Ready) gadget to view, add, edit, or delete Not Ready reason codes. Click the Reason Label or Reason Code headers to sort the Not Ready reason codes by label or reason code in ascending or descending order. Click the Type header to sort and display system or custom reason codes. Click the Global header to sort reason codes by whether they are global (Yes) or not (No).

Not Ready reason codes can be global (visible to all agents) or team (visible only to agents on specified teams).

Note	Finesse supports a total of 200 Not Ready reason codes. This includes a maximum of 100 global Not Ready reason codes, and 100 team Not Ready reason codes. The team reason codes can be mapped to any team, and the same reason code can be mapped to multiple teams.

The following table describes the fields on the Manage Reason Codes (Not Ready) gadget:

Actions on the Manage Reason Codes (Not Ready) gadget:

• New: Add a new Not Ready reason code

• Edit: Edit an existing Not Ready reason code

• Delete: Delete a Not Ready reason code

• Refresh: Reload the list of Not Ready reason codes from the server

Note	When you add, edit, or delete a Not Ready reason code, the changes you make take effect on the Finesse desktop after three seconds. However, agents who are signed in when the changes are made must sign out and sign back in to see those changes reflected on their desktops.

When an agent signs in to the Finesse desktop, the agent state is set to Not Ready. The agent can then choose to go to Ready status or choose from one of the configured Not Ready reason codes from the agent state drop-down list.

If an agent wants to change from Ready to Not Ready status, that agent can choose the appropriate Not Ready reason code from the list of configured codes.

An agent who is on a call can select a state to be applied when the call is complete. For example, if an agent wants to be in Not Ready state when the call ends, that agent can choose Not Ready from the drop-down list while still on the call. The Finesse desktop shows the agent in Talking state and a pending state of Not Ready.

Pending state changes appear on the desktop while the agent's state is Talking (for example, on hold, in a consult call, conference, or silent monitor call).

Note	During a PG or CTI server failover, the pending state of an agent is not retained.

Sign Out reason codes represent reasons that agents can select when they sign out of the Finesse desktop.

Use the Manage Reason Codes (Sign Out) gadget to view, add, edit, or delete Sign Out reason codes. Click the Reason Label or Reason Code headers to sort the Sign Out reason codes by label or by reason code, in ascending or descending order. Click the Type header to sort and display system or custom reason codes. Click the Global header to sort the reason codes by whether they are global (Yes) or not (No).

Sign Out reason codes can be global (visible to all agents) or team (visible only to agents on specified teams).

Note	Finesse supports 200 Sign Out reason codes. These include 100 global Sign Out reason codes, and 100 Sign Out team reason codes. The team reason codes can be mapped to any team, and the same reason code can be mapped to multiple teams.

The following table describes the fields on the Manage Reason Codes (Sign Out) gadget:

Actions on the Manage Reason Codes (Sign Out) gadget:

• New: Add a new Sign Out reason code

• Edit: Edit an existing Sign Out reason code

• Delete: Delete a Sign Out reason code

• Refresh: Reload the list of Sign Out reason codes from the server

Note	When you add, edit, or delete a Sign Out reason code, the changes you make take effect on the Finesse desktop after three seconds. However, agents who are signed in when the changes are made must sign out and sign back in to see those changes reflected on their desktops.

When an agent clicks Sign Out on the desktop, any configured Sign Out codes appear in a drop-down list. The agent can then choose the code that represents why that agent is signing out.

For Not Ready system reason codes and Sign Out system reason codes, only the reason code label can be edited and saved. The Global attribute and system code cannot be modified. In case the system reason code label is modified and you wish to revert to the default label, refer to the following list of predefined system reason codes:

System Reason Codes are auto-generated reason codes that may conflict with custom reason codes when upgrading from an older version to Cisco Finesse 11.6(1). If there is a reason code conflict then the following message appears when you sign in to the administration console:

Custom reason codes conflict with system reason codes. Resolve to avoid reporting inconsistency.

Note	Clear your browser cache to ensure that you are allowed to view and resolve system reason code conflicts.

All conflicting reason codes are highlighted. To edit, select each conflicting reason code and click Edit. The Edit Reason Code area appears. Select the reason code from the available options listed or enter any other code you wish. The code must be unique to the particular category (Not Ready or Sign Out).

Once resolved, the reason code gets sorted based on the reason code number and placed in the table accordingly.

Wrap-Up reasons represent the reasons that agents can apply to calls. A Wrap-Up reason indicates why a customer called the contact center. For example, you may have one Wrap-Up reason for sales calls and another for support calls.

You can configure Wrap-Up reasons to be available globally to all agents or only to specific teams.

Use the Manage Wrap-Up Reasons gadget to view, add, edit, or delete Wrap-Up reasons. Click the Reason Label header to sort the Wrap-Up reasons in ascending or descending order.

Note	Finesse supports a maximum of 100 global and 1500 team Wrap-Up reasons. No more than 100 Wrap-Up reasons can be assigned to any one team.

Finesse supports wrap-up functionality only for incoming calls and Outbound Option Dialer Calls (Finesse does not support Outbound Option Direct Preview mode). Finesse does not support wrap-up for outgoing calls placed by agents.

Note	The showWrapUpTimer property can be used to show or hide timer in wrap-up state. If showWrapUpTimer is set to true then timer is displayed. If showWrapUpTimer is set to false then timer is hidden.

Note

Wrap-Up timer is configurable. By default wrapUpCountDown property is set to true. The timer counts down by default when the agent is in wrap-up state. For more information, see Desktop Properties. For Example, if you set the timer to 30 seconds, then by default the timer starts from 30 and ends on zero. The default behavior can be changed by setting the wrapUpCountDown property to false. If an agent is configured for wrap-up and selects a pending state during a call, when the call finishes that agent goes into the pending state selected during the call.

The following table describes the fields on the Manage Wrap-Up Reasons gadget:

Actions on the Manage Wrap-Up Reasons gadget:

• New: Add a new Wrap-Up reason

• Edit: Edit an existing Wrap-Up reason

• Delete: Delete a Wrap-Up reason

• Refresh: Reload the list of Wrap-Up reasons from the server

Note	When you add, edit, or delete a Wrap-Up reason, the changes you make take effect on the agent or supervisor desktop after three seconds. However, agents who are signed in when the changes are made must sign out and sign in again to see those changes reflected on their desktops.

Use the Manage Team Resources gadget on the Team Resources tab to assign and unassign phone books, reasons, custom desktop layouts, and workflows to teams. Click the Name or ID header to sort the teams in ascending or descending order.

The Manage Team Resources gadget contains six tabs, each enabling you to assign or unassign resources to a team. The tabs are defined in the following table:

Actions on the Manage Team Resources Gadget

• Add: Assign a phone book, reason, or workflow to the team

• Save: Save the phone book, reason, desktop layout assignment, or workflow to the team

• Revert: Cancel any changes made before they are saved

• Refresh: Refresh the list of teams

  Note	If you select a team and then click Refresh, the team is deselected and the Resources area for that team disappears. The list of teams is refreshed and you must select a team again.

Add or Delete a Team When Database is Not Accessible

If you add or delete a team when Finesse cannot access the Finesse database, those changes do not appear in the Finesse administration console unless you restart Cisco Finesse Tomcat or the Cisco Unified CCX Engine.

You can use workflows to automate common repetitive agent tasks. A workflow has a unique name and a helpful description. Use the Manage Workflows and Manage Workflow Actions gadgets to view, add, edit, or delete workflows and workflow actions.

All workflows are team-level workflows. You cannot create a global workflow. If you need a global workflow, create a team workflow and assign it to all teams.

Finesse supports the following number of workflows and workflow actions:

• 100 workflows per Finesse system

• 100 actions per Finesse system

• 20 workflows per team

• 5 conditions per workflow

• 5 actions per workflow

• 5 variables per action

Click the column headers to sort workflows and workflow actions in ascending or descending order.

The following table describes the fields on the Manage Workflows gadget:

The following table describes the fields on the Manage Workflow Actions gadget:

Actions on the Manage Workflows and Manage Workflow Actions gadgets:

• New: Add a new workflow or workflow action

• Edit: Edit an workflow or workflow action

• Delete: Delete a workflow or workflow action

• Refresh: Reload the list of workflows or workflow actions from the server

You can configure workflow actions to be handled by the Finesse desktop or in a third-party gadget. A third-party gadget can be designed to handle the action differently than Finesse does.

Each workflow must contain only one trigger. Triggers are based on Finesse dialog events.

Note	You can configure the trigger only after you select the media.

• Voice dialog events include the following:

  • When a Call arrives

  • When a Call is answered

    Note	If you set a workflow to trigger when a call is answered, the workflow runs when an agent answers an incoming call or makes an outgoing call, or when a customer answers an Outbound Option call.

  • When a Call ends

  • When making a Call

  • While previewing an Outbound call.

• Chat dialog events include the following:

  • When Chat is Presented

  • When Chat is Accepted

  • When Chat is Handled

  • When Group Chat is Declined

  • When Leaving Group Chat

• Email dialog events include the following:

  • When Email is Presented

  • When Email is Read

  • When Email is Discarded

  • When Email is Replied

  • When Email is Forwarded

  • When Email is Requeued

The workflow engine uses the following simple logic to determine whether to execute a workflow:

Note	The workflow logic and examples are similar for all media.

• Its trigger set and conditions are evaluated against each dialog event received.

• The workflow engine processes workflow events for the first call that matches any configured workflow's trigger set and conditions. No other workflows run until this call has ended. If the agent accepts a second call while still on the first call, workflows do not run on the second call even after the first call has ended.

  Note	Outbound Preview calls are an exception to this rule. You can have a workflow run while the agent previews the call and when the agent accepts the call.

• After a workflow for a particular trigger type (for example, Call Arrives) executes, it never triggers again for the same dialog ID.

The workflow engine caches workflows for an agent when the agent signs in. Workflows do not change for the agent until the agent signs out and signs in again or refreshes the browser.

Note

Workflows that trigger when a call arrives, when a call is answered, or when making a call, run whenever the browser is refreshed. When an agent refreshes the browser, the workflow engine sees the call as newly arrived or newly made. If an HTTP request action is part of the workflow, the HTTP request is sent when the agent refreshes the browser. Applications that receive the HTTP requests must account for this scenario.

An example of a workflow is a Call Arrival event that triggers an action that collects information from the dialog event (for example, the ANI or customer information) and displays a web page containing customer information.

You can filter trigger events by the value of the data that comes in the event. You can configure a workflow to execute if any conditions are met or if all conditions are met.

Individual conditions comprise of the following:

• A piece of event data to be examined, for example, DNIS or call variables.

• A comparison between the event data and entered values (for example, contains, is equal to, is not equal to, begins with, ends with, is empty, is not empty, and is in list).

When the trigger and its conditions are satisfied, a list of actions assigned to the workflow are executed. The actions execute in the listed order.

Workflows run only for agents and supervisors who are Finesse users. The Workflow Engine is a JavaScript library that runs client-side on a per-user basis within the Finesse desktop application. The desktop retrieves the workflows to execute for a user from the server when the user signs in or refreshes the browser.

Note	Changes made to a workflow or its actions while a user is signed in are not automatically pushed to that user.

It is possible to set workflows, conditions, and actions that are contradictory so that a workflow or action cannot function. Workflows are not validated.

If multiple workflows are configured for a team, the Workflow Engine evaluates them in the configured order. The Workflow Engine ignores workflows with no actions. When the Workflow Engine finds a workflow with a matching trigger for the event and the workflow conditions evaluate to true, then that workflow is the one used and subsequent workflows in the list are not evaluated. Workflows with no conditions evaluate to true if the event matches the workflow trigger. All workflows are enabled by default. Only one workflow for a specific user can run at a time.

The Workflow Engine retrieves dialog-based variables used in workflow conditions from the dialog that triggered the workflow. If a variable is not found in the dialog, then its value is assumed to be empty.

The Workflow Engine executes the actions associated with the matched workflow in the order in which they are listed. The Workflow Engine executes actions in a workflow even if the previously executed action fails. Failed actions are logged.

The Finesse server controls which calls are displayed to the Finesse user. If the user has multiple calls, the workflow applies only to the first call that matches a trigger. If the first call displayed does not match any triggers but the second call does match a trigger, the Workflow Engine evaluates and processes the triggers for the second call.

A call is considered to be the first displayed call if it is the only call on the Finesse desktop when it appears. If two calls on a phone are merged (as they are in a conference call), then the first displayed call flag value of the surviving call is used.

If the user has a call when the user refreshes the browser, the Workflow Engine evaluates the call as it is. If the dialog data (call variable values) change, the data may not match the trigger and conditions of the original workflow. The data may match a different workflow or no workflows at all.

If the user has multiple calls when the user refreshes the browser, the Workflow Engine treats the first dialog received from the Finesse server as the first displayed call. This call may not be the same call that was the first displayed call before the browser refresh. Dialogs received for any other call are ignored because they are not considered first displayed calls. If dialogs for more than one call are received before the Workflow Engine is loaded after the browser refresh, no dialogs are evaluated because none are considered first displayed calls.

Workflows run for both Finesse agents and supervisors. The team to which the supervisor belongs (as distinguished from the team that the supervisor manages) determines which workflows run for the supervisor. Put the supervisors in their own team to keep agent workflows from being run for them.

The Cisco Finesse administration console and agent desktop supports only HTTPS. To access the administration console using HTTPS, enter the following URL in your browser:

https://FQDN: 8445/cfadmin

Where FQDN is the name of your primary Finesse server and 8445 is the port number.

Similarly, agents and supervisors can access their desktops using HTTPS as follows:

• https://FQDN:8445/desktop

For HTTPS access, you can eliminate browser security warnings by choosing to trust the self-signed certificate provided with Finesse or uploading a CA certificate.

If you add custom gadgets that perform HTTPS requests to Finesse, you must add a certificate to the Finesse server for that gadget.

Finesse supports HTTP Strict Transport Security (HSTS) for increased security. HSTS is automatically enabled, in which case the Finesse server sends HTTPS responses indicating to browsers that Finesse can only be accessed using HTTPS. If users then try to access Finesse using HTTP instead of HTTPS, the browser changes the connection to HTTPS before generating any network traffic. This functionality prevents browsers from sending requests to Finesse using unencrypted HTTP before the server can redirect them.

Finesse supports CORS requests and allows the customization of the domains which are allowed to make CORS requests to the Finesse desktop. Once CORS is enabled via the CLI utils finesse cors enable, the CORS origin request from external domains is blocked by the browser. To enable specific domains to access Finesse desktop via CORS, the domains need to be added to the CORS origin whitelist using the CLI utils finesse cors allowed_origin add. For more information on the CORS CLIs, see Cisco Finesse CLIs.

Shindig proxies requests from the Finesse desktop to external servers and this introduces the possibility of server side request forgery (SSRF). To prevent SSRF, you can choose to restrict outgoing connections requested by the gadgets to specific URIs by enabling shindig whitelisting CLIs and adding the required URIs to the whitelist. For more information on Gadget Source Whitelisting CLIs, see Cisco Finesse CLIs.

With Finesse IP Phone Agent (IPPA), agents and supervisors can access Finesse features on their Cisco IP Phones as an alternative to accessing Finesse through the browser. Finesse IPPA supports fewer features than the Finesse desktop in 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 computer.

Supervisor Tasks

Finesse IPPA does not support supervisor tasks such as monitor, barge, and intercept, but supervisors can sign in and perform all agent tasks on their IP Phones.

Administration Tasks

After you configure Finesse IPPA, the administration tasks that you perform for the Finesse desktop also apply for the supported Finesse IPPA features. For example, the Call Variables Layouts that you configure for the desktop also apply for Finesse IPPA, although the column layout is modified to fit the IP Phone screen.

Reason Code Limitations

• On the IP Phone, Finesse can display a maximum of 100 Not Ready, Wrap Up, or Sign Out reason codes. If more than 100 codes are configured, the phone lists the first 100 applicable codes (global or applicable team codes).

• When Finesse IPPA displays reason codes, some IP Phone models truncate the codes due to character length limitations on the phone. To ensure they meet your requirements, verify the display of the reason codes on all phone models in your environment.

HTTP Only

Finesse IPPA phone clients communicate with the Finesse server using HTTP only, whether or not HTTPS access is enabled on Finesse.

Failure Behavior

Unlike the Finesse desktop, the Finesse IP Phone Agent does not automatically failover to the alternate Finesse server. To resume normal operations in a failure scenario, the Finesse IPPA agents must exit from the current Finesse IP Phone service and manually sign in to another configured Finesse service that connects to an alternate Finesse server.

To ensure continued operations in a failure situation, you must configure at least two Finesse IP Phone services in Unified CM, each pointing to different Finesse servers.

With One Button Sign In, you can set up the Finesse IPPA phones with prepopulated agent ID, extension, and password. In this case, agents can sign in to Finesse on the IP Phone without credentials just by selecting Cisco Finesse from the Services menu.

Alternatively, you can set up One Button Sign In and prepopulate only a subset of agent credentials. For example:

• You can prepopulate only the agent ID and extension, forcing the agents to manually enter their password at sign-in for increased security.

• You can prepopulate only the extension, forcing agents to manually enter their ID and password at sign-in (useful for agents who share the same phone).

You can use Unified CM Administration to prepopulate the agent credentials, or you can set up the agents with access to the Unified CM Self Care Portal to prepopulate their own credentials.

The following table shows examples of how you can assign the responsibility of defining agent credentials to the administrator or the agent, or share that responsibility between them:

To set up access to Finesse on agent IP phones in Cisco Unified Communications Manager, you must create the Finesse IP Phone service to which the phones can subscribe. To set up the Finesse service, you can choose one of the following options:

• Set up an enterprise subscription to automatically subscribe all IP phones in the cluster to the Finesse service. (Not supported with One Button Sign In.)

• Set up a manual subscription, and manually subscribe each IP phone to the Finesse service.

• Set up a manual subscription, and set up the agents with access to the Unified CM Self Care Portal to subscribe to the Finesse service.

The following table lists the Finesse IPPA configuration procedures and indicates which procedures are required depending on the subscription option you choose: