Overview

This documentation guide provides details of all the documents for this release of Cisco Finesse 12.0(1) and contains links to the documents.

For the latest version of Cisco Finesse documents, see https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/tsd-products-support-series-home.html.

Documentation Changes

Updated documents are also listed under Collaboration in What's New in Cisco Product Documentation at: https://www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html. This service lists new and revised Cisco documentation since the last release of this monthly publication. You can also subscribe to the What's New in Cisco Product Documentation RSS feed to deliver updates directly to an RSS reader on your desktop. To subscribe, paste this URL into your RSS reader: https://www.cisco.com/cdc_content_elements/rss/whats_new/whatsnew_rss_feed.xml.

New Documents in This Release

There are no new documents in this release.

New Solution Documents in This Release

The Cisco Finesse Agent and Supervisor Desktop User Guide intended for Unified Contact Center Enterprise, Packaged Contact Center Enterprise, and Hosted Collaboration Solution for Contact Center agents and supervisors who use the Finesse desktop.

Documents Retired in This Release

Cisco Finesse Desktop User Guide for Unified Contact Center Enterprise is retired in this release.

Documents Changed in This Release

Document

Change

Cisco Finesse Installation and Upgrade Guide

This document contains updated content related to:

  • Cisco Finesse Virtualization (Hardware and Software requirements).

  • Finesse supporting Internet Explorer 11 native, Microsoft Edge, Chrome, and Firefox.

Cisco Finesse Administration Guide

This document contains updated content related to:

  • New and enhanced Look and feel of the Cisco Finesse Administration console.

    Cisco Finesse Administration console support on Microsoft Edge.

  • Cisco Finesse API Cross-Origin Resource Sharing with Untrusted Origin.

  • Configurable call header variable and up to five call variables in the Call Variable Layout.

  • Active Call Details in the Team Performance gadget.

  • CTI Encryption configuration changes in the Cisco Finesse Administration Console.

  • Configuring Wrap-Up timer and using the showWrapUpTimer property to show or hide timer in wrap-up state.

  • Attributes added in the Default Layout XML.

  • Desktop Chat Server settings and failover scenarios.

  • Support for in-built java script components.

  • The administrator configuring Force Wrap-Up Reason for agents.

  • New CLIs to:

    • Enable or disable active call details in the team performance gadget.

    • Enable or disable view history in the team performance gadget.

    • Specify unsupported file types in Desktop Chat.

    • Set the maximum attachment size in Desktop Chat.

    • View/set the property values of any property file.

    • Enable CORS for both Cisco Finesse and OpenFire and to configure the allowed origin list.

    • Creating Workflows and Workflow actions for voice and digital channels.

Cisco Finesse Desktop User Guide

This document contains updated content related to:

  • The Finesse desktop having a new look and feel as part of the user experience refresh.

  • The customization of the logo and the product name appearing in the Finesse desktop.

  • The login flow having a new User Experience (SSO, Non-SSO, and Hybrid users).

  • Individually accepting Security Certificates appearing in a browser popup.

  • Agent desktop support including Internet Explorer 11 native, Microsoft Edge, Chrome, and Firefox.

  • The left navigation bar with customizable icons and the ability to be pinned and unpinned.

  • The State Control for Voice and Digital Channels being in the header.

  • The User Options icon in the header.

  • Desktop popover informing of any incoming voice or campaign initiated outbound calls.

  • Making calls either from the phonebook list or by manually entering the number to dial out.

  • Using Desktop Chat.

  • Workflow support extended to digital channels.

  • Searching and setting Wrap-Up reason.

  • Reverse wrap-up state timer display.

  • Accessibility for Digital Channel State Control, Queue Statistics, Desktop Chat, and Team Messages.

  • Dialpad supporting text, numbers, and special characters (Only *, #, &, and +).

  • The Actions tab in the Team Performance gadget

  • The Time in State field in the Team Performance gadget showing the total duration since the agent has logged out.

  • Supervisors using Team Messages to broadcast messages to one or multiple teams.

  • Agents viewing the broadcasted Team Messages as a banner on their desktop in real-time.

Cisco Finesse Web Services Developer Guide

This document contains updated content related to:

  • Changes made to the payload in the following Cisco Finesse REST APIs:

    • The stateChangeTime and logoutAllMedia (optional) payloads in the User API.

    • The WrapUpItems, WrapUpItem, CallbackNumber, and CallKeySequenceNum payloads Dialog API.

    • The agentsBusyOther and agentsLoggedOn payloads included in the Queue API.

    • The showInPopOver payload included in the Media Properties Layout API.

    • The media payload included in the Media API.

    • The secure payload included in the SystemConfig API.

  • The following new REST APIs are included in Cisco Finesse:

    • SSO APIs.

    • ChatConfig APIs.

    • TeamMessage APIs.

    • MediaDomain API.

Other Documentation Sources

This table lists other documentation sources that are updated in this release:

Documents

Notes

Compatibility Matrix for Contact Center Enterprise 12.0(1)

Replaces the Compatibility Matrix Wiki.

Updated to meet Contact Center Enterprise, Release 12.0(1) requirements.

To view the page, see

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html.

Compatibility Matrix for Cisco Unified Contact Center Express 12.0(1)

Replaces the Compatibility Matrix Wiki.

Updated to meet Cisco Unified Contact Center Express, Release 12.0(1) requirements.

To view the page, see

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html.

Plan

Release Notes for Cisco Unified Contact Center Enterprise Solution

This document describes the system requirements, new features, changed information, and caveats for the Cisco Unified Contact Center Enterprise Solution and related components, including Finesse.

Read this document if you plan to deploy Finesse in a Unified Contact Center Enterprise environment.

This document is located at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-release-notes-list.html.

Release Notes for Cisco Packaged Contact Center Enterprise Solution

This document describes the system requirements, new features, changed information, and caveats for the Cisco Packaged Contact Center Enterprise Solution and related components, including Finesse.

Read this document if you plan to deploy Finesse in a Packaged Contact Center Enterprise environment.

This document is located at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-release-notes-list.html.

Release Notes for Cisco Unified Contact Center Express Solution

This document describes the system requirements, new features, changed information, and caveats for the Cisco Unified Contact Center Express Solution and related components, including Finesse.

Read this document if you plan to deploy Finesse in a Unified Contact Center Express environment.

This document is located at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-release-notes-list.html.

Release Notes for Cisco Hosted Collaboration Solution for Contact Center

This document describes the system requirements, new features, changed information, and caveats for Cisco Hosted Collaboration Solution for Contact Center and related components, including Finesse.

This document is located at

https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/tsd-products-support-series-home.html.

Cisco Unified Contact Center Enterprise Design Guide

This document provides design considerations and guidelines for deploying the Cisco Unified Contact Center Enterprise system and its components and subsystems. This document is prepared for Unified Contact Center Enterprise managers and administrators. Read this document if you plan to deploy Finesse in a Unified Contact Center Enterprise environment.

This document is located at https://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html.

Cisco Unified Contact Center Express Solution Design Guide

This document provides design considerations and guidelines for deploying Cisco Unified Contact Center Express. This document is prepared for Unified Contact Center Express managers and administrators. Read this document if you plan to deploy Finesse in a Unified Contact Center Express environment.

This document is located at https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html.

Cisco Hosted Collaboration Solution for Contact Center Solution Design Guide

This document provides design considerations and guidelines for deploying the Cisco Hosted Collaboration Solution for Contact Center system and its components and subsystems. This document is prepared for Cisco Hosted Collaboration Solution for Contact Center managers and administrators. Read this document if you plan to deploy Finesse in a Cisco Hosted Collaboration Solution for Contact Center environment.

This document is located at

https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/tsd-products-support-series-home.html.

Virtualization for Cisco Finesse Wiki

This wiki provides information about Finesse-specific VMware requirements, VM-specific software requirements, sizing guidelines, and the Finesse OVA template.

For Finesse virtualization related information, see https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-finesse.html.

Install and Upgrade

Cisco Finesse Installation and Upgrade Guide

This document provides instructions for installing and upgrading Cisco Finesse, as well as preinstallation tasks and requirements, and initial configuration tasks. This document is prepared for system engineers and administrators who are responsible for the installation and configuration of Cisco Finesse.

Read this document if you are installing Finesse in a Cisco Unified Contact Center Enterprise environment.

This document is located at https://www.cisco.com/en/US/products/ps11324/prod_installation_guides_list.html.

Cisco Unified Contact Center Express Installation and Upgrade Guide

This document provides instructions for installing and upgrading Cisco Unified Contact Center Express.

Cisco Finesse is installed as part of the Unified Contact Center Express installation. Read this document if you are installing Cisco Finesse in a Cisco Unified Contact Center Express environment.

This document is located at https://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html.

Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide

This document provides instructions for installing and upgrading Cisco Packaged Contact Center Enterprise.

Cisco Finesse is installed as part of the Cisco Packaged Contact Center Enterprise installation. Read this document if you are installing Cisco Finesse in a Cisco Packaged Contact Center Enterprise environment.

This document is located at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-installation-guides-list.html.

Administer and Maintain

Cisco Finesse Administration Guide

This document describes how to use the Cisco Finesse administration console to configure server settings, reason codes, phone books, desktop layout, workflows, and team resources for Cisco Finesse. It also provides CLI commands supported for Cisco Finesse. This document is prepared for Unified Contact Center Enterprise and Packaged Contact Center Enterprise system administrators who configure, administer, and monitor Cisco Finesse.

This document is located at http://www.cisco.com/en/US/products/ps11324/products_user_guide_list.html.

Cisco Unified CCX Administration Guide

This document provides instructions for using the administration web interface to provision the subsystems of Unified Contact Center Express (including Cisco Finesse) and to configure Unified Contact Center Express applications. This document is prepared for Unified Contact Center Express system administrators.

This document is located at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html.

User

Cisco Finesse Agent and Supervisor Desktop User Guide

This document is prepared for Unified Contact Center Enterprise, Packaged Contact Center Enterprise, and Hosted Collaboration Solution for Contact Center agents and supervisors who use Cisco Finesse. The document provides an overview of the desktop interface and describes how to use the Cisco Finesse agent and supervisor desktops.

This document is located at https://www.cisco.com/en/US/products/ps11324/products_user_guide_list.html.

Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express

This document is prepared for Unified Contact Center Express agents and supervisors who use Cisco Finesse. This document provides an overview of the desktop interface and describes how to use the Cisco Finesse agent and supervisor desktops.

This document is located at https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.

Cisco Security Advisories

Addressing security issues in Cisco products is the responsibility of the Cisco Product Security Incident Response Team (PSIRT). The Cisco PSIRT is a dedicated, global team that manages the receipt, investigation, and public reporting of security vulnerability information that relates to Cisco products and networks.

For information on existing security issues, see Cisco Security Advisories, Responses, and Alerts at https://tools.cisco.com/security/center/publicationListing.x.

Related Documentation

This section provides links to documentation for related products.

Unified Contact Center Enterprise

For the latest Unified Contact Center Enterprise documentation, go to https://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Unified Contact Center Express

For the latest Unified Contact Center Express documentation, go to https://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html.

Packaged Contact Center Enterprise

For the latest Packaged Contact Center Enterprise documentation, go to https://www.cisco.com/en/US/products/ps12586/tsd_products_support_series_home.html.

Hosted Collaboration Solution

For the latest Hosted Collaboration Solution documentation, go to https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/tsd-products-support-series-home.html.