Preface

Change History

This table lists the changes that are made to this guide. Most recent changes appear at the top.

Change

See

Date
Added procedure for setting up CA certificate for Edge Chromium browsers Set Up CA Certificate for Chrome and Edge Chromium Browsers December 2020

Added details for Edge Chromium

Sign In to Cisco Finesse Administration Console

Added drop participants from conference call details.

Drop Participants from Conference

August 2020

Added desktop properties for drop participants.

Customize Desktop Properties

Added desktop properties for drop participants at the team level.

Customize Desktop Properties at Team Level

Added CLI to restrict access to the external XMPP notification port 5223.

Service Properties

All references to whitelist in the CLIs are changed to allowed_list.

Gadget Source Allowed List and Supported Content Security Policy Directives

Added Content Security Policy directives.

Supported Content Security Policy Directives

July 2020

Added CLI to drop participants from conference call.

Service Properties

Added hostname, IP address and domain name change details.

Manage IP Address and Hostname

April 2020

Added new DTMF desktop behaviour CLI.

Desktop Properties

Added new service property configuration CLI for port 5223.

Service Properties

Initial Release of Document for Release 12.5(1)

January 2020

Added desktop chat search.

Desktop Chat Server Settings

Added Cloud Connect server settings.

Cloud Connect Server Settings

Added keyboard shortcuts.

Keyboard Shortcuts

Added edit call variables.

Call Variables

Added new editors and updated the details of default desktop layout.

Default Layout XML

Added drag-and-drop and resize details.

Drag-and-Drop and Resize Gadget or Component

Added desktop property customization.

Customize Desktop Properties

Changed the phone book limits.

Phone Books and Contacts

Added new reason code—50006.

Predefined System Reason Codes

Added text and XML editors for team resources.

Assign Custom Desktop Layout to Team

Added desktop properties customization at the team level.

Customize Desktop Properties at Team Level

Updated HTTPS support details.

HTTPS Support

All the references to http://FQDN of Finesse Server/ are changed to https://FQDN of Finesse Server/

Added security enhancement details.

Security Enhancements

Added Finesse IP Phone agent certificate management.

Finesse IP Phone Agent Certificate Management

Added Cisco Webex Experience Management details.

Cisco Webex Experience Management

Added 3rdpartygadget directory, webproxy service logs, and call variables logging.

Log Collection

Added guidelines for desktop failover.

Guidelines for Optimal Desktop Failover

Added failover planning.

Failover Planning

Changed queue statistics support for users.

Configuring Queue Statistics

Added new desktop property configuration CLIs.

Desktop Properties

Added new webproxy service CLIs.

WebProxy Service

Added new service property configuration CLIs.

Service Properties

Added new CLIs for log collection schedules.

Log Collection Schedule

Added CLI to update CUIC gadget URL.

Upgrade

Added show property for admin security banner message.

View Property

Added update property for admin security banner message.

Update Property

Added export and import Cisco IdS certificates.

Certificates for Cisco Identity Service

Removed Context Service Settings.

SocialMiner product name change.

All the references to SocialMiner are changed to the Customer Collaboration Platform.

About This Guide

The Cisco Finesse Administration Guide describes how to administer and maintain Cisco Finesse.

Communications, Services, and Additional Information

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Cisco Bug Search Tool

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Field Notice

Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html.

You can create custom subscriptions for Cisco products, series, or software to receive email alerts or consume RSS feeds when new announcements are released for the following notices:

  • Cisco Security Advisories

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  • End-of-Sale or Support Announcements

  • Software Updates

  • Updates to Known Bugs

For more information on creating custom subscriptions, see My Notifications at https://cway.cisco.com/mynotifications.

Conventions

This document uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, folder names, and submenu names.

For example:

  • Choose Edit > Find.

  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)

  • A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems, Inc. </title></html>

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.

  • A character string that the user enters but that does not appear on the window such as a password.