New Features
Locked Out Users (ES02 Update)
A new CLI utils finesse locked_out_users list has been added to view the list of locked out users. For more information on the CLI, see the Finesse Administration guide.
Desktop Interface APIs (ES02 Update)
Three new APIs have been introduced, which are primarily used for Finesse desktop development. The APIs are as follows:
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Desktop Configuration
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Languages List
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Verify Desktop and Third-Party URLs
For more information on the APIs, see the Cisco Finesse Desktop Interface API Guide.
Agent Device Selection
When agents and supervisors need to use different devices that are configured with the same extension, the administrator must enable the Agent Device Selection feature for them. Agents and supervisors can select one of the endpoints (Desk Phone with Extension Mobility, Desk Phone without Extension Mobility, Jabber, and so on) on the shared Automatic Call Distribution (ACD) lines as the active device while signing in to Finesse desktop. This informs the solution to ignore the other devices and use the indicated device as the only source for call interaction. This allows effective control of the call irrespective of from where the user connects to the system. The user can switch the device based on where they are working, across shifts in an office, moving from one office to another across various locations, or working from home.
When the user signs in with the desired extension, the device selection screen displays a list of devices that share the same extension. If the required device is not listed, the user can refresh the list of devices (if the required device is not listed) and select the device that has to be used as the active device for the current desktop session.
For more information about how to enable or disable the feature, see the Agent Administration Tasks section in Administration Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-maintenance-guides-list.html.
For more information on device selection, see the Agent Device Selection section in Cisco Finesse Agent and Supervisor Desktop User Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html.
Edge Chromium Browser Support
This release supports Edge Chromium (Microsoft Edge). For information about supported versions, see the Contact Center Enterprise Solution Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html.
Agent PG Maintenance Mode
This release supports peripheral gateway (PG) maintenance mode, which allows the Cisco Finesse server to reconnect to the alternate PG without interrupting the current operations. When the Agent PG maintenance mode is initiated, Finesse desktop users and the Finesse IPPA users do not see any interruption during sign in, state operations, or call operations.
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This feature is supported with Unified CCE deployments 12.6(1) and above. |
For more information see Agent PG Maintenance Mode section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html
Finesse Maintenance Mode
This release supports transitioning live Cisco Finesse nodes into a maintenance mode for performing administrative tasks, without causing any disruption to contact center activities. This feature is implemented in an automatic phased migration of the Cisco Finesse desktops from the primary node to the secondary node with minimal disruption to the agent activities.
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This feature is supported with Unified CCE deployments 12.6(1) and above. |
For more information, see Finesse Maintenance Mode section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html
Multi-Tab Gadgets
Finesse desktop supports accessing multiple gadgets through tabs within a single gadget called Multi-Tab gadget. The Multi-Tab gadget allows the desktop to render more gadgets in a single desktop view and thus allows the contact center to efficiently utilize the desktop area. It enables more information to be presented to the agent in a concise and readily accessible manner, without forcing the user to scroll the page or switch the Finesse gadget container to see additional information.
The Multi-Tab gadget can host most gadgets supported by Cisco Finesse desktop. Multiple instances of Multi-Tab gadget containing different groups of gadgets are also supported, which helps users to stack groups of gadgets as required to customize their desktop.
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The Multi-Tab gadget cannot host the following gadgets:
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The Multi-Tab gadget functionality supports the maximize and collapse options when configured as a page-level gadget or as a desktop container tab level gadget in the default layout setting.
For more information about this feature, see Multi-Tab Gadgets section in Cisco Finesse Agent and Supervisor Desktop User Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html
For more information about configuration, see Configure Multi-Tab Gadgets section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html
Agent Answers
Agent Answers feature provides relevant suggestions and recommendations in real time for the agent to consider. The suggestions and recommendations are based on the ongoing conversation between the caller and the agent.
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Agent Answers can be configured within the Multi-Tab gadget. |
For more information about contact center AI gadgets, see Contact Center AI Gadgets in Cisco Finesse Agent and Supervisor Desktop User Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html.
For more information on how to configure Agent Answers gadget, see section Add Agent Answers Gadgets in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html
Custom Logon Messages
The custom messages appear in a pop-up box during the sign in process. The user has to acknowledge this message to proceed further. It is not mandatory to have custom messages. Administrators can set up the login messages in the Cisco Unified OS Administration console. For more information, see Configure Custom Logon Messages section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
Change IP Address and Hostname
This release allows the administrator to change the IP address or hostname or domain name of the Cisco Finesse cluster nodes in your deployment.
For more information, see the Manage IP Address and Hostname chapter in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
Supported Content Security Policy Directives
This release allows the administrator to use the following CLI commands to view, add, or delete the frame-access sources in the response header of Cisco Finesse. This ensures that only the configured sources can embed the Cisco Finesse in an iFrame within their HTML pages.
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utils finesse frame_access_allowed_list add[source1,source2]
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utils finesse frame_access_allowed_list delete
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utils finesse frame_access_allowed_list list
For more information, see Supported Content Security Policy Directives section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
Set Commands
The following CLIs have been introduced in this release:
Log Configuration
The administrator can use the following CLIs to add, delete, update, or view the logger configuration in the system for Finesse.
utils finesse log configuration {add|update|delete|list}Secure XMPP Socket Port 5223
The administrator can set the utils finesse set_property webservices enableExternalNotificationPortAccess to true to enable the external access to the Cisco Finesse Notification Service XMPP port (5223).
Restricting Access to the External XMPP Notification Port 5223
The administrator can restrict the IP addresses from accessing the TCP-based XMPP notification port (5223) available for external client connectivity. The administrator can add, delete, or view the configured IP addresses using the following CLIs:
utils finesse notification external_port_access {add|delete|list}
For more information see, the Service Properties section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
CUIC Gadget URL
The administrator can use the following release-specific CLIs to change the .jsp references of Cisco Unified Intelligence Center (CUIC) gadgets to .xml in the Finesse desktop layout.
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utils finesse layout updateCuicGadgetUrl 12.5.1
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utils finesse layout updateCuicGadgetUrl 12.6.1+
For more information see, the Upgrade section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
The administrators can view the list of connected users in the current Finesse server.
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utils finesse show_connected_users summary
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utils finesse show_connected_users detail
REST APIs
The following APIs have been added.
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Device—Get List of Devices for Extension—This API allows a user to retrieve the list of devices associated with an extension.
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Finesse MaintenanceMode—This API allows the user to request Finesse to move to maintenance mode. The following are the new Finesse MaintenanceMode APIs:
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Finesse MaintenanceMode—Get
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Finesse MaintenanceMode—Update
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ConnectedUsersInfo — This API allows the user to request for the details of the connected users information. The following are the new Connected APIs:
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ConnectedUserInfo—Summary
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ConnectedUserInfo—Get Connected Users Information
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jQuery
The jQuery version hosted by Finesse has been upgraded from 3.4.1 to 3.5.1.
For more information, see REST API Developer Guide at https://developer.cisco.com/docs/finesse/#!javascript-library.
API Authentication changes for VPN-Less Deployment (ES02 Update)
For changes related to the authentication model when running in VPN-Less deployment, refer to the Cisco Unified Contact Center Enterprise Features Guide. The authentication changes made for VPN-Less deployment, primarily impacts third-party desktops and external API access. It does not impact the Finesse user authentication model and the functionality of the default desktop.
SystemInfo API (ES02 Update)
SystemInfo API is now authenticated when accessed via VPN-Less proxy. For alternatives to be used in non-authenticated mode, refer to the Cisco Finesse Desktop Interface API Guide.
Restricting Access to the External XMPP Notification Port 5223
You can restrict the IP addresses from accessing the TCP-based XMPP notification port (5223) available for external client
connectivity. You can add, delete, or view the configured IP addresses only when the enableExternalNotificationPortAccess
property is enabled on all the Finesse nodes in the cluster. For more information about restricting the access to the port,
see the Restricting Access to the External XMPP Notification Port 5223 section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.