Manage Third-Party Gadgets

3rdpartygadget Account

The 3rdpartygadget account is used to upload third-party gadgets to the Finesse server. Before you can use this account, you must set the password.

Run the following command to set or reset the password of the 3rdpartygadget account (where password is the new password for the account):

utils reset_3rdpartygadget_password password


Note

Passwords cannot contain spaces or double quotes.


Note

If you plan to upload third-party gadgets to the Finesse server, you must have a developer support services contract or work with a Cisco partner who has a developer support services contract. For more information about uploading third-party gadgets, see the Cisco Finesse Web Services Developer Guide.

Upload Third-Party Gadgets

After you set the password for the 3rdpartygadget account, you can use SFTP to upload third-party gadgets to the Finesse server, as illustrated in the following example. Note that third-party gadget files must be .xml files. It does not support .jsp files.


Note

Finesse allows you to upload third-party gadgets to your own web server, however, you must ensure that the Finesse server has access to your web server. 


my_workstation:gadgets user$ sftp 3rdpartygadget@<finesse>
3rdpartygadget@<finesse>'s password:
Connected to <finesse>.
sftp> cd /files
sftp> put HelloWorld.xml
Uploading HelloWorld.xml to /files/HelloWorld.xml
HelloWorld.xml                                                                   
sftp> exit

After you upload a gadget, it is available under the following URL:

https://<finesse>/3rdpartygadget/files/

To access the gadget uploaded in the previous example, use the following URL:

https://<finesse>/3rdpartygadget/files/HelloWorld.xml

When you add a gadget to the desktop layout, that gadget can be referenced using a relative path. For more information on adding third party gadgets to the Finesse desktop layout, see the section Manage Desktop Layout in the Cisco Finesse Administration Guide.

To include the gadget that was uploaded in the previous example in the desktop layout, add the following XML (highlighted) to the layout: 


<finesseLayout xmlns="http://www.cisco.com/vtg/finesse">
      <layout>
        <role>Agent</role>
        <page>
          <gadget>/desktop/gadgets/CallControl.jsp</gadget>
          <gadget>/3rdpartygadget/files/HelloWorld.xml</gadget>
        </page>
        ...
      </layout>
      <layout>
        <role>Supervisor</role>
        <page>
          <gadget>/desktop/gadgets/CallControl.jsp</gadget>
          <gadget>/3rdpartygadget/files/HelloWorld.xml</gadget>
        </page>
        ...
      </layout>
    </finesseLayout>

Note

You cannot delete, rename or change permissions of a folder while using SFTP in 3rd party gadget accounts for Unified CCX deployments. To perform these actions, SELinux has to be in permissive mode. This can be accomplished by running the following CLI command:

utils os secure permissive


Note

Because of browser caching and caching in the Finesse web server, you may need to clear the browser cache or restart the Cisco Finesse Tomcat service before gadget changes take effect. If you make a change to a gadget and the change is not reflected on the Finesse desktop, clear your browser cache.

If you do not see the changes after you clear the browser cache, use the following CLI command to restart the Cisco Finesse Tomcat service:

admin:utils service restart Cisco Finesse Tomcat

Automatic Compression of Third-party Gadget Resources

To optimize the browser resource fetching and reduce network bandwidth, the Finesse server automatically compresses the third-party gadget resources into gz format. A watcher service running in the Finesse server monitors the third-party gadgets folder for any updates. It compresses the resource files such as image files and css accordingly, to generate the compressed gz file. The request originating from the browser, Finesse desktop adds HTTP request header Accept-Encoding:gzip and the response from the Finesse server includes Content-Encoding:gzip HTTP header to achieve the same.

Third-party Gadget Limitations

Third-party gadgets must be .xml files. You cannot use .jsp files.

Certificates for Third-PartyGadgets

Install the external server's certificates into Cisco Finesse to establish a secure communication between Cisco Finesse and the external server using the shindig proxy. Create a certificate for the external server, ensuring the server's FQDN is included in both the Common Name (CN) and the Subject Alternative Name (SAN) attributes. The certificate can be either CA-signed or self-signed.


Note

Ensure the certificate is valid, non-expired X.509 certificate with Key Usage (KU) set to Digital Signature, Key Encipherment, and Data Encipherment, and Extended Key Usage (EKU) set to TLS Web Server Authentication and TLS Web Client Authentication.

To install certificates into Cisco Finesse, do the following:

Procedure

Step 1

Log into Cisco Unified OS Administration on the primary Finesse server using the following URL: https://FQDN of Finesse server:8443/cmplatform.

Step 2

Select Security > Certificate Management > Upload Certificate/Certificate chain.

Step 3

Upload the certificate.

  1. Select tomcat-trust from the Certificate Purpose drop-down list.

  2. In the Upload File field, click Browse and navigate to the obtained external server certificate file.

  3. Click Upload.

Step 4

Reboot the Cisco Finesse server.

Step 5

Perform these steps for both Side A and Side B of the Cisco Finesse Server.

Note

 

  • For a CA-signed certificate, install the root, intermediate, and actual (external server) certificates in the correct order.

  • Enable the shindig allowed list to allow the Finesse server to communicate with the external server using the shindig proxy. For more information, see Gadget Source Allowed List CLI .

Cisco Webex Experience Management

Cisco Webex Experience Management (Experience Management) is the platform for Customer Experience Management (CEM), integrated with powerful tools that allow you to see your business from your customers' perspective. Experience Management has all the sophisticated features and functionality including customer journey mapping, text analytics, and predictive modeling in a single point-n-click platform.

For more information, see the Cisco Webex Experience Management Integration section in Cisco Unified Contact Center Enterprise Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html.

Cloud Connect is a component that hosts services that allow customers to use cloud capabilities such as Cisco Webex Experience Management. The administrator can configure the Cloud Connect server settings in the Finesse administration console to contact the Cisco cloud services. For more information, see Cloud Connect Server Settings.

Configure Experience Management Gadgets for Finesse Desktop

Experience Management Activation Team provides the details to log in to Experience Management. For more information, see Cisco Webex Experience Management Activation.

Gadgets are displayed by default in the Spaces tab of the Experience Management. To know more about default gadgets and derive meaningful insights from them, see Cisco Webex Experience Management Gadgets.

To export the Cisco Finesse gadget code from Experience Management, see Export Cisco Finesse Gadget Code.

To add Experience Management gadgets in Finesse desktop layout, see Add Experience Management Gadgets.

Experience Management Gadgets—Task Activity Notification


Note

This is supported from Cisco Finesse, Release 12.5(1) ES3 onwards.

TaskActivityNotification API is a mechanism by which the Finesse desktop can now provide a way for gadgets to sense the digital channel task worked on by an agent, across different media. The notifications inform the desktop and other subscribers about which non-voice media dialog is currently selected or de-selected by the agent.

This can be used for showing or processing the relevant information associated with the task activity automatically, in supporting gadgets, which subscribe for these activity notifications, when the agent switches between different tasks.


Note

The feature requires participating gadgets to publish and subscribe for the activity notifications. The Finesse desktop by itself cannot provide these notifications or provide task activity processing based on these notifications.

The implementation of task activity notification is provided by digital channel gadgets such as Cisco Enterprise Chat and Email (ECE). The ECE gadget provides task notifications, and Cisco Webex Experience Management gadget subscribes and displays customer journey information corresponding to the task which is currently active.

For more information on the TaskActivityNotification API, see Developer Guide at https://developer.cisco.com/docs/finesse/#!rest-api-dev-guide.

For more information on digital survey, see the Webex Experience Management Digital Channel chapter in Cisco Unified Contact Center Enterprise Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html.

For more information on Cisco Enterprise Chat and Email, see https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/series.html.