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Release Notes for Cisco HCS for Contact Center Solution Release 11.5(1)

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

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Book Title

Release Notes for Cisco HCS for Contact Center Solution Release 11.5(1)

Chapter Title

Cisco Finesse

Results

Updated:
December 20, 2016

Chapter: Cisco Finesse

Cisco Finesse

New Features

The following sections describe new features that are pertinent to Cisco Finesse Release 11.5(1).

Toaster Notifications

In Cisco Finesse 11.5, on first login to the Cisco Finesse Desktop, you are prompted to set your preference for notifications. Choose the option to always receive or allow toaster notifications.

The toaster notification can be viewed by the agent when receiving an incoming call.

Note

Toaster notifications are supported only on Firefox and Chrome (Internet Explorer 11 is not supported). Email toaster notifications is not supported by Finesse.

Team Performance Gadget Height

In this release of Cisco Finesse, Admin is enabled to resize the team performance gadget height based on the number of agents. Admin can specify the height of the team performance gadget in the desktop layout XML file.

Single Sign-On

Single Sign-On (SSO) is an authentication process. SSO allows users to sign in to one application and then securely access other authorized applications without a prompt to resupply user credentials. SSO permits Cisco supervisors or agents to sign on only once with a username and password to gain access to all of their Cisco browser-based applications and services within a single browser instance. By using SSO, Cisco administrators can manage all users from a common user directory and enforce password policies for all users consistently.


Note

SSO is an optional feature. The implementation requires you to use only HTTPS protocol to access all the web applications. The HTTP access to web applications is not supported when the SSO is enabled.

You can choose from different Single Sign-On modes when deciding about implementing Single Sign-On:

  • SSO - Enable all agents and supervisors in the deployment for SSO.

  • Non-SSO - Use existing Active Directory-based and local authentication.

SSO supports agents and supervisors as follows:

  • Agents - Includes Cisco Finesse and Cisco Finesse-hosted gadgets.

  • Supervisors - Includes Cisco Finesse, Cisco Unified Intelligence Center (CUIC) by using Unified CCX Web Administration.

Integrate Third-Party Applications with Single Sign-On

Third-party developers can enable their gadgets and certain Java applications for Single Sign-On by using the IdSClient SDK, which also includes a Javascript library.

Chrome Support

Cisco Finesse Release 11.5(1) now supports Chrome browser for Agents, Supervisors and Administrators.

SHA-256 Support

Support for SSL certificates signed with SHA-256 in Cisco Finesse is now default in 11.5(1).

Universal Queuing APIs

Cisco Finesse has added a new set of APIs for Media State Control and Task Control for its non voice channels (email, chat, etc).

Updated Features

This release has no updated features.

Deprecated Features

This release has no deprecated features.

Important Notes

Configure Queue Statistics

The Queue Statistics option is disabled by default as part of Finesse 11.5 new installation. Enabling queue statistics polling may affect the performance in large deployments.

After performing a system upgrade, during switch version, queue statistics polling will be disabled by default and the queue statistics gadget will be commented out in all team layout XML files.

To enable Queue Statistics, run the utils finesse queue_statistics admin CLI command. Then, enable the queue statistics gadget in the team desktop layout XML files.

Load Balancing for Finesse

With Finesse, the use of a load balancer after sign-in is neither required nor supported.

Removed and Unsupported Features

This release has no removed or unsupported features.

Third-Party Software Impacts

CORS Support for Finesse REST API

Cross-Origin Resource Sharing (CORS) is now supported when third-party web applications instantiated from a third-party web server need to make calls to the Finesse Desktop. Finesse REST APIs can be directly invoked with an additional HTTP Request Header "Origin" that specifies the origin domain of the HTTP request. For more information, see Cisco Finesse Web Services Developer Guide Release .

Import Finesse JS API

All 3rd party gadget developers must load finesse.js dynamically. For gadgets to work properly, import the Finesse JS library hosted on the finesse server. Note that if the latest JS library is not imported, gadgets will not work in the especially in the Single-Sign-On mode. For more information, see the Cisco Finesse Web Services Developer Guide.

TLS 1.2 Support

For gadget development in Finesse 11.5, Finesse server and client connections support TLS 1.2 by default. Earlier versions are not supported.

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