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 Edge Chromium details

 Browser Settings for Agent and Supervisor Desktop December 2020

Added Edge Chromium details

 Client Requirements
Initial Release of Document for Release 12.5(1)

Updated supported versions of VMware

Platform Requirements

January 2020

Added client OS details and updated supported browsers

Client Requirements

Added security enhancement details

Security Considerations

Updated HTTPS support details

Security Considerations

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

Updated failover considerations

Failover Considerations

Updated filenames for OVA and ReadMe

Installation Files

Updated upgrade path version number

Supported Upgrade Paths and Aligned Partitions Support

Updated upgrade details and added a note on certificate validation

Perform Upgrade

Updated supported browsers and added a note on the recommendation for faster failover

Browser Settings for Agent and Supervisor Desktop

Added Cloud Connect certificate details

Cloud Connect Certificates

Added Customer Collaboration Platform certificate details

Customer Collaboration Platform Certificates

Added Cisco Web Proxy Service

Network and System Services Used for Cisco Finesse

SocialMiner product name change

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

About This Guide

The Cisco Finesse Installation and Upgrade Guide describes how to install Finesse, upgrade Finesse, and perform initial configuration.

Audience

This guide is prepared for system engineers and administrators who are responsible for the installation and initial configuration of Cisco Finesse.

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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 GuideCisco 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.