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.

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.

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.

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 requires the Cisco IM and Presence certificates to be trusted. To start the Desktop Chat without experiencing an exception, you must add the certificate to the browser trust store, or configure IM and Presence with CA-signed certificate, or push self-signed certificate through group policies in supported browsers. For more information on accepting certificates, see the Accept Security Certificates section, in the Common Tasks chapter of Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-user-guide-list.html. For more information on adding certificates to the browser trust store, see Certificate Management.

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

Keyboard shortcuts provide an alternate way to perform a specific action on the Finesse agent and supervisor desktop. For more information, see Access Keyboard Shortcuts section in the Cisco Finesse Agent and Supervisor Desktop User Guide.

Keyboard Shortcut Conflicts

Keyboard shortcut conflicts occur if multiple gadgets use the same keyboard shortcut. This causes a particular key combination to be disabled until the conflict is resolved.

Keyboard shortcut conflicts at the page level can be resolved only by modifying the keyboard shortcuts at the gadget level. To modify the keyboard shortcuts at the gadget level, contact developer support services.

Keyboard shortcut conflict can occur in the following scenarios:

^{* - Active tab refers to the tab that is currently being used.}

The administrator can use the CLI command to disable the keyboard shortcuts for the Finesse agent and supervisor desktop. For more information on CLI commands, see Desktop Properties.

Note

After deploying the third-party gadgets, the administrator must sign in as an agent and a supervisor to check if there are any keyboard shortcut conflicts and resolve them. The third-party gadget providers can use the keyboard shortcuts JavaScript library as a guideline to provide a consistent desktop user experience.

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.

• Edit the code using any of the following editors:

  • Text Editor

  • XML Editor

• View Default Layout - Displays the Cisco Finesse default layout.

• 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.

• Text Editor—A plain text editor. It is the default editor. You can use the Expand All option to see all the code details and Search text box to refine your search results.

• XML Editor—An XML editor.

  Note	You cannot add or edit comments (<!-- and -->) in the XML Editor. In this document, all the examples that are related to desktop layout are applicable for text editor.

Both the editors support the following features:

• Expand and collapse option

• Syntax highlights and color code for the visual indication

• Auto-complete suggestions and hints for valid elements in the tags

Following are the updates available in the default layout XML in Unified CCX 12.5(1) release:

• Sample configurations for customizing desktop properties are added to the default layout (Desktop Layout) and team-specific layout (Team Resources > Desktop Layout).

  For upgraded layouts, sample configurations for customizing desktop properties do not appear by default. The administrator must copy the XML from the View Default Layout and add to the respective custom layouts.

• 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.

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

• Supervisors can view Recent Call History and Recent State History gadgets in the My History 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 administrator can configure the drag-and-drop and resize gadget or component features for agents and supervisors to customize their Finesse desktop.

• The drag-and-drop feature allows agents and supervisors to drag (and drop) the gadget or the component to the required position on the desktop layout.

• The resize feature allows the agents and supervisors to shrink or expand the gadget or the component to a custom size on the desktop layout.

Note	By default, the drag-and-drop and resize features are disabled. The administrator must set the enableDragDropAndResizeGadget desktop property value as true to enable these features.

The administrator can customize the desktop property value of these features through the desktop layout:

• Default layout (Desktop Layout)—In the Text Editor, remove the comment (<!—and -->) from the enableDragDropAndResizeGadget code snippet and enter the value as true to add these features to the desktop layout. For more information, see Customize Desktop Properties.

  The following is the sample code snippet, as displayed in the default Desktop Layout.

  <!-- <config key="enableDragDropAndResizeGadget" value="false"/> -->

• Team-specific layouts (Manage Team Resources > Desktop Layout)—Select a specific team and then in the Text Editor, remove the comment (<!—and -->) from the enableDragDropAndResizeGadget code snippet and enter the value as true to add these features to the team desktop layout. For more information, see Customize Desktop Properties at Team Level.

  The following is the sample code snippet, as displayed in the team Desktop Layout.

  <!-- <config key="enableDragDropAndResizeGadget" value="false"/> -->

Note

For upgraded layouts, the sample configuration for customizing desktop property (enableDragDropAndResizeGadget) doesn’t appear by default in the Desktop Layout. Administrators must copy the XML from the View Default Layout and add to the respective custom layouts. For new layouts, the sample configuration for customizing desktop property (enableDragDropAndResizeGadget) appears by default in the Desktop Layout. The administrator can also use the CLI and set the utils finesse set_propertydesktop enableDragDropAndResizeGadget to true to enable these features. For more information see Desktop Properties. If the property value is defined in the team-specific desktop layout (Manage Team Resources > Desktop Layout), the team-specific desktop layout takes precedence over the property value defined in the Desktop Layout and CLI. These features aren’t applicable for gadgets that don’t have a defined title. For more information, see the Gadget Limitations section in the Cisco Finesse Web Services Developer Guide at https://developer.cisco.com/docs/finesse/#!rest-api-dev-guide.

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 6000.

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.

1. 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.

2. Click the Type header to sort and display system or custom reason codes.

3. 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 in again 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 select 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	Cisco 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.

Cisco Finesse supports the wrap-up functionality for all types of inbound and outbound calls.

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, by default the timer starts from 30 and ends at 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.

Cisco Finesse supports the following number of workflows and workflow actions:

• 100 workflows per Cisco Finesse system

• 100 actions per Cisco Finesse system

• 20 workflows per team

• Five conditions per workflow

• Five actions per workflow

• Five variables per action

• For Voice - Call variables, Outbound Option variables, queue details, wrap-up reasons, agent details, or team details.

• For Email - Queue name and email attributes like From, To, Cc, Bcc, or Subject.

• For Chat - Queue name, chat type, or system defined customer details as available from the web chat form.

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 a 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 Cisco Finesse desktop or in a third-party gadget. A third-party gadget can be designed to handle the action differently than Cisco Finesse does.

Each workflow must contain only one trigger. Triggers are based on Cisco 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

  • When a Call ends

  • When making a Call

    Note	The call variable workflow responds as expected only when you add both the conditions Is not equal and Is not empty.

  • While previewing an Outbound Option call.

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.

• 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

Whenever the browser is refreshed, the workflows that trigger the following events run: when a call arrives when a call is answered when making a call When an agent refreshes the browser, the workflow engine considers 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 of the conditions are met or if all the 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 the values entered (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 are executed in the listed order.

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

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 an event and the workflow conditions evaluate to true, that workflow is used, and the 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 that are used in workflow conditions from the dialog that triggered the workflow. If a variable is not found in the dialog, it's value is considered to be empty.

The Workflow Engine executes the actions that are 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 Cisco Finesse server controls the calls that are displayed to the Cisco 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 Cisco 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 a user has a call and 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 a user has multiple calls and the user refreshes the browser, the Workflow Engine treats the first dialog received from the Cisco Finesse server as the first displayed call. This call may not be the same call that was first displayed before the refreshing the browser. Dialogs received for any other call are ignored because they are not considered as first displayed calls. After refreshing the browser, if dialogs for more than one call are received before the Workflow Engine is loaded, none of the dialogs are evaluated because they are not considered as first displayed calls.

Workflows that are run for both Cisco 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.