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Cisco Finesse Administration Guide Release 10.0(1)

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Book Title

Cisco Finesse Administration Guide Release 10.0(1)

Chapter Title

Getting Started

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Updated:
February 22, 2018

Chapter: Getting Started

Getting Started

This chapter describes the interfaces that you use to configure, administer, and maintain Cisco Finesse and describes how to access them.

User Accounts

Credentials for the following user accounts are defined during Cisco Finesse installation:

  • Administrator User account: Use this account to access the CLI and Cisco Unified Communications Operating System Administration.

  • Application User account: Use this account to access the Cisco Finesse administration console.

Administration Tools

Cisco Finesse Administration Console

The Cisco Finesse administration console is a web-based interface used to configure system settings in Cisco Finesse. The administration console contains tabs that you click to access the various administration features. The tab names and the tasks that you can perform on each tab are as follows:

  • Settings: Configure CTI server, Administration & Data server, and cluster settings.

  • Call Variables Layout: Manage the call variables and ECC variables that appear on the agent desktop call control gadget.

  • Desktop Layout: Make changes to the default desktop layout for agents and supervisors.

  • Phone Books: Add, edit, or delete phone books or phone book contacts.

  • Reasons: Add, edit, or delete Not Ready reason codes, Sign Out reason codes, or Wrap-Up reasons.

  • Team Resources: Assign desktop layouts, phone books, reason codes, and wrap-up reasons to specific teams.

  • Workflows: Create and manage workflows and workflow actions.

The features you configure in the administration console are case-sensitive. For example, you can create two workflows named WORKFLOW and workflow or two phone books named BOOK and book.


Note

Finesse administration tasks can be performed only on the primary Finesse server.

Sign In to Cisco Finesse Administration Console


Note

The Cisco Finesse administration console supports both Internet Explorer and Firefox.

The administration console supports both HTTP and secure HTTP (HTTPS). Whether the administration console uses HTTP or HTTPS depends on whether HTTPS Redirect is enabled (by default, HTTPS Redirect is enabled). The URLs in this procedure uses HTTP.

Procedure
    Step 1   Direct your browser to http://FQDN, hostname, or IP address of Finesse server//cfadmin, where FQDN, hostname, or IP address of Finesse server/ is the fully-qualified domain name (FQDN), hostname, or IP address of your primary Finesse server.
    Note   

    Ensure that the self-signed certificate provided with Finesse uses the hostname of the server as the Common Name for the certificate by default. The hostname in the URL must match the Common Name on the certificate to avoid an address mismatch error.

    Step 2   The first time you access the administration console using HTTPS, you are prompted to trust the self-signed certificate provided with Finesse. The following table describes the steps for each supported browser.
    Note   

    If you are using HTTP to access the administration console, this step is not required.

    If you are using HTTPS but have installed a CA Certificate, you can skip this step. For more information about installing a CA Certificate, see the Cisco Finesse Installation and Upgrade Guide.

    Option Description

    If you use Internet Explorer:

    1. A page appears that states there is a problem with the website's security certificate. Click Continue to this website (not recommended). This action opens the sign in page for the administration console. A certificate error appears in the address bar of your browser.

    2. Click Certificate Error, and then click View Certificates to open the Certificate dialog box.

    3. On the Certificate dialog box, click Install Certificate. This action opens the Certificate Import Wizard.

    4. Click Next.

    5. Select Place all certificates in the following store, and then click Browse.

    6. Select Trusted Root Certification Authorities, and then click OK.

    7. Click Next.

    8. Click Finish.

    9. If a Security Warning dialog box appears that asks if you want to install the certificate, click Yes.

      A Certificate Import dialog box appears that states the import was successful.

    10. Click OK.

    If you use Firefox:

    1. A page appears that states this connection is untrusted.

    2. Click I Understand the Risks, and then click Add Exception.

    3. On the Add Security Exception dialog box, ensure the Permanently store this exception check box is checked.

    4. Click Confirm Security Exception.

    Step 3   On the Sign-In page, in the ID field, enter the Application User ID that was established during the installation.
    Step 4   In the Password field, enter the Application User password that was established during the installation.
    Step 5   Click Sign In.

    A successful sign-in launches an interface with defined administration gadgets and a Sign Out link.


    Note

    After 30 minutes of inactivity, Finesse automatically signs you out of the administration console and you must sign in again.

    Related References
    User Accounts
    Related Information
    Manage Security

    CLI

    The CLI provides a set of commands applicable to the operating system and to Cisco Finesse. These commands allow basic maintenance and failure recovery, and enable some system administration.

    You can access the CLI on the primary Finesse server with a monitor and keyboard at the server console or by Secure Shell (SSH). Use the credentials for the Administrator User account to access the CLI.

    Related References
    User Accounts

    Cisco Unified Communications Operating System Administration

    Cisco Unified Communications Operating System Administration is a web-based interface used to perform many common system administration functions. The Cisco Unified Communications Operating System Administration menus are as follows:

    • Show: View information on cluster nodes, hardware status, network configuration, installed software, system status, and IP preferences.

    • Settings: Display and change IP settings, network time protocol (NTP) settings, SMTP settings, time, and version.

      Important:

      You cannot change the IP address of a Finesse server after it is installed.

    • Security: Manage certificates and set up and manage IPSec policies.

    • Software Upgrades: Perform and upgrade or revert to a previous version.

    • Services: Use the Ping and Remote Support features.

    Sign In to Cisco Unified Communications Operating System Administration

    Procedure
      Step 1   Direct your browser to http://host or IP address/cmplatform, where host or IP address is the hostname or IP address of your server.
      Step 2   Sign in with the username and password for the Administrator User account.
      Note   

      After you sign in, you can access other Unified Communications Solutions tools from the Navigation drop-down list.

      Related References
      User Accounts

      Localization

      Cisco Finesse supports localization for the Finesse agent desktop when Finesse is deployed with Unified Contact Center Enterprise (Unified CCE). Use the Cisco Option Package (COP) file installation to install the languages you require for your agents and supervisors.

      Finesse is installed with US English. If you do not require other languages for your agents and supervisors, you do not need to install the COP files.


      Note

      You cannot uninstall a language pack after it is installed.

      Table 1 Supported Languages for Desktop User Interface

      Language

      Locale File

      Danish

      da_DK

      Dutch

      nl_NL

      English

      en_US

      Finnish

      fi_FI

      French

      fr_FR

      German

      de_DE

      Italian

      it_IT

      Norwegian

      nb_NO

      Portuguese

      pt_BR

      Spanish

      es_ES

      Swedish

      sv_SE

      After you install the COP files, agents and supervisors can set the language on their desktops in the following ways:

      • Choose a language from the language selector drop-down list on the sign-in page.

      • Change their browser preferred language.

      • Pass the locale as part of the agent desktop URL (for example, an agent who wants to use French can enter the following URL: http://hostname of Finesse server/desktop?locale=fr_FR)

      The following items are localized on the desktop:

      • labels for field names, buttons, and drop-down lists

      • prompts

      • messages

      • tool tips

      • page titles

      • gadget tab names (Finesse gadgets only)

      Configuration data defined using the Finesse administration console (such as Not Ready and Sign Out reason code labels, Wrap-Up reason labels, and phonebook entries) do not depend on the locale chosen for the desktop. For example, if you defined a Not Ready reason code with a Chinese label, the label appears on the desktop in Chinese, regardless of the language the agent chooses when signing in.


      Note

      If you do not install the language COP files (you use English only for the desktop), you can still use Unicode characters for Finesse data such as reason codes, wrap-up reasons, and phonebook entries. For example, if you define a reason code using Chinese characters, it appears in Chinese on an English-only desktop.

      Call variables and ECC variables are Unicode enabled and independent of the desktop locale. However, these Unicode characters may not display correctly in the Unified CCE Script Editor, which can cause problems with Unified CCE scripts (especially if Unified CCE is installed on a Native Language Windows Operating System (such as Chinese, Japanese, or Russian).

      Agent first and last names and team names that use Latin-1 characters appear on the desktop as they are defined in the Unified CCE database. However, if Unified CCE is installed on a Native Language Windows Operating System and the names contain non-Latin-1 characters, the names displayed on the desktop will appear corrupted.

      Finesse does not support the following for localization:

      • Finesse administration console

      • Tab labels for third-party gadgets deployed in the Finesse gadget container


        Note

        You can define the tab labels for third-party gadgets in the Finesse layout XML file. These labels are hard-coded and are independent of the locale chosen on the desktop. You can only defined one label for a tab. You cannot define multiple labels for a tab using different languages.

      • Agent usernames and team names that consist of characters other than Latin-1


      Note

      Locale-based searching and sorting may not work as expected.

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