The first time you sign in to the Finesse desktop, you may be prompted to accept security certificates before you can continue.
These certificates allow the Finesse desktop to communicate over a secure connection with the Unified CCX server. The certificate
error appears every time you sign in. To avoid the certificate error appearing every time you sign in, you must add the certificate
to the trust store.
Ensure that the pop-ups are enabled for the Finesse desktop.
After you enter the Finesse desktop URL in your browser, the procedure to add a certificate is as follows:
Install certificates on Windows operating system:
The procedure to add a certificate varies for each browser. The procedure for each browser is as follows:
Internet Explorer
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If you are using a Windows client, signed in as a Windows user, you must run Internet Explorer as an administrator to install
the security certificates. In your Start menu, right-click Internet Explorer and select Run as administrator.
Contact your administrator if you do not have the required permissions to install the security certificates.
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A page appears that states there is a problem with the website's security certificate. Click Continue to this website (not recommended) link to open the Finesse sign in page. The Finesse sign in screen appears with a certificate error in the address bar.
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Click on the certificate error that appears in the address bar and then click View Certificates.
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In the Certificate dialog box, click Install Certificate to open the Certificate Import Wizard.
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Select Current User to install the certificate for the current user only, or select Local Machine to install the certificate for all Windows users.
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On the Certificate Import Wizard, click Next.
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Select Place all certificates in the following store and click Browse.
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Select Trusted Root Certification Authorities and click OK.
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Click Next and then click Finish. A Security Warning dialog box appears.
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Click Yes to install the certificate. The Certificate Import dialog box appears.
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Click OK and close the Certificate Import dialog box.
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Close the browser tab. The accepted certificate link is removed from the SSL Certificate Not Accepted dialog box.
Repeat the preceding steps for all the certificate links. After you accept all the certificates, the sign in process is complete.
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To remove the certificate error from the desktop, you must close and reopen your browser.
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Microsoft Edge
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A page appears that states the site is not secure. Click Details and then click the Go on to the website (not recommended) link to open the Finesse sign in page.
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Enter your agent ID or username, password, and extension, and click Sign In.
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In the SSL Certificate Not Accepted dialog box, click the certificate link. A new browser tab opens for the certificate that you must accept. A certificate error
appears in the address bar.
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To open the certificate information, click on the certificate error and select View Certificates.
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In the Certificate Information column, click Export to file, browse to any location on your computer and save the certificate.
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Open the Manage user certificates tool.
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In Manage user certificates, under Certificates - Local Computer, right-click Trusted Root Certification Authorities and select All Tasks > Import. The Certificate Import Wizard appears.
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Click Next.
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Click Browse, navigate to the location where you exported the certificate, select the certificate, and click Open.
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Follow the on-screen instructions by clicking Next and click Finish.
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Close the browser tab. The accepted certificate link is removed from the SSL Certificate Not Accepted dialog box.
Repeat the preceding steps for all the certificate links. After you accept all the certificates, the sign in process is complete.
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To remove the certificate error from the desktop, you must close and reopen your browser.
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Firefox
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On Your connection is not secure page, click Advanced > Add Exception.
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Ensure that the Permanently store this exception box is checked.
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Click Confirm Security Exception.
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On the Finesse sign in page, enter your agent ID or username, password, and extension, and click Sign In.
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In the SSL Certificate Not Accepted dialog box, click the certificate link. A browser tab opens for the certificate that you must accept.
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On the browser tab, click I Understand the Risks > Add Exception. Ensure that the Permanently store this exception box is checked.
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Click Confirm Security Exception. The browser tab closes after you accept the certificate and the accepted certificate link is removed from the SSL Certificate Not Accepted dialog box. Close the browser tab if it does not automatically close.
Repeat the preceding steps for all the certificate links. After you accept all the certificates, the sign in process is complete.
Chrome
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A page appears that states your connection is not private. Click Advanced > Proceed to Finesse FQDN to open the Finesse Sign in page.
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Enter your agent ID or username, password, and extension, and then click Sign In.
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In the SSL Certificate Not Accepted dialog box, click the certificate link. A browser tab opens for the certificate that you must accept.
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On the browser tab, click Advanced > Proceed to <Hostname> (Unsafe). The browser tab closes after you accept the certificate and the accepted certificate link is removed from the SSL Certificate Not Accepted dialog box. Close the browser tab if it does not automatically close.
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If you click the certificate link and do not accept it, the certificate link stays enabled in the SSL Certificate Not Accepted dialog box. The certificate error appears every time you sign in. The procedure to permanently accept the certificate is
as follows.
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Click on the certificate error that appears in the address bar and then click Certificate (Invalid). The Certificate dialog box appears.
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In the Details tab, click Copy to File. The Certificate Export Wizard appears.
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Click Next.
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Keep the default selection DER encoded binary X.509 (.CER) and click Next.
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Click Browse and select the folder in which you want to save the certificate, enter a recognizable file name and click Save.
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Browse to the folder where you have saved the certificate (.cer file), right-click on the file, and click Install Certificate. The Certificate Import Wizard appears.
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Keep the default selection Current User and click Next.
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Select Place all certificates in the following store and click Browse. The Select Certificate Store dialog box appears.
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Select Trusted Root Certification Authorities and click OK.
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Click Next and then click Finish. A Security Warning dialog box appears that asks if you want to install the certificate.
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Click Yes. A Certificate Import dialog box that states the import was successful appears.
Close the browser and sign in to Finesse. The security error does not appear in the address bar.
Install certificates on macOS:
The procedure to download a certificate varies for each browser. The procedure for each browser is as follows:
Chrome
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A warning page appears which states that your connection is not private.
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Click Advanced and then click Proceed to <Hostname> (unsafe) to open the Finesse Sign in page.
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Click on the certificate error that appears in the address bar and then click Certificate (Invalid). A certificate dialog box appears with the certificate details.
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Drag the Certificate icon to the desktop.
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Double-click the certificate. The Keychain Access application opens.
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In the right pane of Keychains dialog, browse to the certificate, right-click on the certificate, and select Get Info from the options that are listed. A dialog appears with more information about the certificate.
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Expand Trust. From the When using this certificate drop-down, select Always Trust.
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Close the dialog box that has more information about the certificate. A confirmation dialog box appears.
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Authenticate the modification of Keychains by providing a password.
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The certificate is now authorized, and the certificate error does not appear on the address bar.
Firefox
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In your Firefox browser, enter the Finesse desktop URL. A warning page appears which states that there is a security risk.
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Click Advanced and then click View Certificate link. The Certificate Viewer dialog box appears.
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Click Details and then click Export. Save the certificate (.crt file) in a local folder.
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If .crt file option is not available, select .der option to save the certificate.
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From the menu, select Firefox > Preferences. The Preferences page is displayed.
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In the left pane, select Privacy & Security.
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Scroll to the Certificates section and click View Certificates .... The Certificate Manager window is displayed.
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Click Import and select the certificate.
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The certificate is now authorized, and the certificate error does not appear on the address bar.