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Ask the Expert: Finesse for UCCX, next generation agent desktop and transitioning from CAD

This topic is a chance to discuss more about the new agent desktop from Cisco - ‘Finesse’. The discussion will be more about generic capabilities of Finesse and how it fits into the UCCX environment. This is a chance to discuss more about the new features introduced into Finesse UCCX to provide a 100% parity with the features of CAD. We can also discuss about the transition from CAD to Finesse – best practices, support for migration, limitations and things to look out for.

Ask your Questions from March 13 through March 27, 2015

Abhiram Kramadhati is a Technical Solutions Manager with the Contact Centre business unit. He has been working with Cisco Contact Centre since he joined Cisco. During four years at Cisco, he has built his expertise around Cisco UCCX telephony applications, Java Telephony API (JTAPI) integration, Cisco UCCX system behavior, LDAP components, and Cisco UCCX as IP interactive voice response in Unified Contact Center Enterprise (UCCE) environments. He also works on other technologies, including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the Asia Pacific region. Abhiram also holds a CCIE in voice (40065).

Find other  https://supportforums.cisco.com/expert-corner/knowledge-sharing.

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1 ACCEPTED SOLUTION

Accepted Solutions

Hello,My first UCCX Finesse

Hello,

My first UCCX Finesse deployment has just gone live and one issue that has been raised is about phonebooks.

Using CAD agents were able to add/delete entries to UCCX phonebooks and also use them to place outbound calls.

Under Finesse the only way that I can see to manage phonebooks is under Finesse Administration and the phone book is only available when transferring a call. Am I missing something?

If not I would like Cisco to provide a gadget that would allow users to access UCCX phone books and use them for outbound calls. Is this something that you could raise with the product team?

Thanks

James

63 REPLIES
Super Bronze

Hi AbhiramWhat is the current

Hi Abhiram

What is the current plan for Finesse coexistence in 10.6?

I'm familiar with the planned restrictions (i.e. each team should be CAD or Finesse as a complete, selfcontained unit)...  will the patch be available generally?

Thanks

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
Cisco Employee

Hi Aaron,Thanks for your

Hi Aaron,

Thanks for your question. The support for co-residence of CAD and Finesse will be available in UCCX 10.6. We are currently in the controlled-release phase - what this means is that the support for the mixed mode is only being given out to a few customers whose migration plan is reviewed by internal teams and a COP file is provided for that customer only. This is to ensure that any feedback is incorporated before the official support is announced. The supported will be announced soon and the COP file which provides the support will be available for all customers in version 10.6. 

In the meanwhile, if you do have a customer who would is looking to migrate in the next few weeks and would like to get into the controlled release phase, just drop me an email at akramadh@cisco.com and we can discuss the possibilities to address the customer's requirements. 

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

Hi Abhiram - Why can't

Hi Abhiram - Why can't finesse communicate with Exchange Server directly to fetch Email as like CAD why should it depend on social Miner 

When we are proposing BE6K where most of the customers requires EMAIL in finesse which we cannot build Social Miner in BE6K as per best Practice and we are in situation to propose UCS for Social Miner Server alone which is the drawback from Sales when we are focusing on UCCX  

Would like to know road map of below features 

For Chat and Email there is no separate Control like Ready and Not Ready as like CAD is there any road map in future release 

No Real-time for Chat CSQ info for Agent Gadget and No-Real Time info for Finesse Email 

Multi-line info is not updated in Reports as like CAD 

No customized icon to perform Blind Conference/Transfer which will be very useful during Connect Back to IVR Scenarios 

Last Agent Email Routing applicable to email which was handled by agents already, Lets take an example when customer respond to same without any modification in that case Last Agent Email Routing is applicable suppose if the agent is not available it has to wait for Last Agent Email Routing to expires and the value is configurable only in Hrs which i believe drawback since the Email has to wait in queue for an configurable hrs to route back to same agents

For Dailer calls is there any option to show only Dailer call Variables in Finesse Screen rather than showing all the Variables, Incase of Inbound calls it showing only Inbound call variables 

 

 

 

 

 

 

SIVANESAN R

Hi Abhiram - Why can't

Hi Abhiram - Why can't finesse communicate with EXCHANGE Server directly to fetch Email as like CAD why should it depend on social Miner 

When we are proposing BE6K where most of the customers requires EMAIL in finesse which we cannot build Social Miner in BE6K as per best Practice and we are in situation to propose UCS for Social Miner Server alone which is the drawback from Sales when we are focusing on UCCX  

Would like to know road map of below features 

For Chat and Email there is no separate Control like Ready and Not Ready as like CAD is there any road map in FUTURE release 

No Real-time for Chat CSQ info for AGENT Gadget and No-Real Time info for Finesse Email 

Multi-line info is not updated in Reports as like CAD 

No customized icon to perform Blind Conference/Transfer which will be very useful during Connect Back to IVR Scenarios 

Last AGENT Email Routing applicable to email which was handled by agents already, Lets take an example when customer respond to same without any modification in that case Last Agent Email Routing is applicable suppose if the agent is not available it has to wait for Sticky Email Routing to expires and the value is configurable only in Hrs which i believe drawback since the Email has to wait in queue for an configurable hrs to route back to agent based on Skill and competency based routing

For Dailer calls is there ANY OPTION to show only Dailer call Variables in Finesse Screen rather than showing all the Variables, Incase of Inbound calls it showing only Inbound call variables 

CTI Ports are updating in Finesse Screen during Reserved State, where as on phone we can disable the same by enabling CLID, why cannot we achieve the same in Finesse.

SIVANESAN R
Cisco Employee

Hi Sivanesan,The SocialMiner

Hi Sivanesan,

The SocialMiner is utilized as the centralised engine for all non-voice interactions for the customer in an omnichannel contact center going forward. This is aligned with the strategy where the Finesse desktop is built to establish a connection to the SocialMiner for both chat and email. So if you have agents already on chat, you don't have to do any further configuration. This eliminates a lot of issues seen around client IMAP connections which were caused due to client side connectivity issues. However, I understand the challenge you have cited regarding the BE6k and I will pass on the feedback to the product development teams. 

For Chat and Email there is no separate Control like Ready and Not Ready as like CAD is there any road map in FUTURE release 

<Abhiram> UCCX 10.6 has a consolidated non-voice state management. What this means is that READY/NOT READY for non-voice will affect both chat and emails. When an agent becomes ready for non-voice, he will become ready for both voice and email. This will be the unified state management for non-voice going forward and an agent will be considered busy for non-voice only when he/she exhausts both the email and chat sessions. I will update if there are any plans to change this going forward.

There are plans to include more live data reports for chat and emails too, we should have updates in the future releases. The same answer applies for the other questions regarding blind transfer too. 

Could you please elaborate on the call variables about outbound? I want to make sure I address the right requirement.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

Hi Abhiram - Thanks for your

Hi Abhiram - Thanks for your response, Please find the below update on the call variables about outbound

// CAD 

In CAD by default we get two Layout default: for Inbound and OODefault for Dailer Calls 

when CAD is getting Inbound Calls it will display only Inbound Variables which we defined in the Script 

Incase of Outbound it will display only Variables which is configured in OODefault 

 

// Finesse 

In Finesse there is no sperate Layout for Inbound and Dailer Calls 

when Finesse is getting Inbound Calls it will display only Inbound Variables which we defined in the Script 

Incase of Dialer calls it display both Incoming Variables and Dialer variables on the Finesse Screen 

 

Attached snapshot for reference.

 

Also would like to know road-map of avoid showing CTI Ports on finesse Screen during Reserved state 

// ISSUE

Recently we are facing below issue on UCCX 10.0 

Issue: The sign-in process is taking longer than expected. You can try signing in again, or contact your administrator if the condition persists. 

To overcome we have restarted Finesse and notification service, Post which issue got resolved

Hope we are hitting the Bug:CSCuj44903 but i couldn't find the same in Bug Tool Kit 

 

 

 

 

 

 

 

 

 

 

 

SIVANESAN R
Cisco Employee

Hi Sivanesan,Thanks for that

Hi Sivanesan,

Thanks for that information. Yes, you are right. The reason for that is that unlike CAD, Finesse does not refresh the whole layout but instead updates only the variables for that layout. Therefore, the other variables remain but are blank. There is currently no option to do a layout on a team-by-team basis too. Will document your feedback - is there a certain use case where you think this is critical for your customer?

In regards to your other question, which is the exact version you are facing the issue with?

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

Hi Abhiram - Yes we are

Hi Abhiram - Yes we are proposing 10.x for our existing customer and pitching them to upgrade the system whenever we are doing POC we used to get this question and its really hard to make them convenience as  they are comparing with CAD and it doesn't make any sense by updating those variables as none when we are not using it, When it comes to inbound at least it shows all inbound variable alone even we are not passing any value, but for Dailer calls it shows both inbound and Outbound which we need to consider and take this up with BU for further enhancement.

W.R.T issue please find the below version.

10.0.1.10000-56 

SIVANESAN R
Cisco Employee

Hi Sivanesan,I agree and see

Hi Sivanesan,

I agree and see where you are coming from. I have filed this enhancement request CSCut39559 for the same. The product team will evaluate the same and decide on a timeframe. 

Regarding the issue you mentioned, I see that the defect you mentioned - CSCuj44903 - is specific to the standalone Finesse. Although it does not mean it should not affect the UCCX, the defect is fixed in 10.0. So I would suggest opening up a TAC case for a detailed investigation. You can reference my contact and this thread while opening up the TAC case so that the engineer has a context. 

Please let me know if you need any clarifications. 

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

Hi Abhiram - Currently we are

Hi Abhiram - Currently we are facing below issue in Finesse - 10.0 

 

1. Silent Monitoring Issue - Agents/supervisor are using wireless Headset (plantronics cs540A) to handle both Inbound/outbound  (ACD/Non-ICD) which working fine for long duration of calls without any issue.

When supervisor tried to make Silent Monitoring calls are disconnecting from supervisor Headset after 45 Sec but the calls stays on supervisor phone.

 

2. Finesse desktop is minimized or behind another browser window, the browser
window is restored or brought forward is not working 

Agents are using FF browser and we have set dom.disable_window_flip to set the value to false and its working intermittently, for few calls its working and for most of the calls it deosn't work.

Any help on above mentioned issue.

 

Regards,

Sivanesan K.G.R

SIVANESAN R
Cisco Employee

Hi Sivanesan,I would need

Hi Sivanesan,

I would need more details such as FF version, the phone model etc. and might need a TAC case too. The event is closing, so I might not spend much time on this here. Could you please drop me an email at akramadh@cisco.com. 

We can discuss at length and we can come up with an action plan. 

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

Hi Abhiram - Thanks for your

Hi Abhiram - Thanks for your update, Is there any Road map for Finesse Desktop to support Arabic language, Customer here in ME prefer Arabic language and it would be great if you take this up BU team for future Road Map to cover ME Market as we are losing few orders due to this. 

SIVANESAN R
New Member

Can you confirm if there is a

Can you confirm if there is a workflow that can auto logout a Finesse agent?  Is this even desirable, or should agents be taught to log out manually? 

Cisco Employee

Hi Jimmy,Currently, there are

Hi Jimmy,

Currently, there are no workflow options to change the state of an agent in Finesse like that in CAD where you can change the states of the agents. In Finesse, you have 'Browser Pop' and the 'HTTP action' as the two workflow options. 

However, the real power of Finesse is that you could pretty much build your own custom gadget to service any customer needs. Example: http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/finesse/white-paper-c11-730904.html

To address the second part of the question - the agents have to manually click on 'Logout' after moving to the 'Not Ready' state. Do you see any scenario which would need the agents to be logged out automatically or if you have any customer already doing this on another system?

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

 

New Member

Hi Abhiram Thanks for the

Hi Abhiram

 

Thanks for the reply.

We have a customer who wants to change the state of an agent, and is unwilling to use CAD.  I believe a workflow can be created in CAD to change the state of an agent at a specific time.

They do not have any logic within their existing script to define business hours, so if an agent stays logged in then the calls never go to the out hours/busy options.

I guess the solution is to always have this controlled within the script in future as there is no option within Finesse even with the ability to create customer workflows?

Regards

Jim

Cisco Employee

Hi Jim,Going the way of

Hi Jim,

Going the way of Finesse would be the best way forward since CAD will not be present starting with UCCX 11.0. 

For this customer's requirement, the Finesse agent can be logged out from the supervisor. Here is a screenshot:

 

Do let me know if you have any questions.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

Super Bronze

Hi Abhiram Leaving aside for

Hi Abhiram 

Leaving aside for a moment that CAD is going to cease, what in your view are the best points around Finesse compared to CAD?

There are a few things that CAD can do, that Finesse cannot... so how would you encourage someone to switch?

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
Cisco Employee

Hi Aaron,That is a great

Hi Aaron,

That is a great question, thanks for that. 

Cisco Finesse is the next-generation agent desktop from Cisco which is browser based, against CAD which is a thick-client. This, according to me, is one of the biggest advantages over CAD and this provides scalability that has been asked in the field for a while. No more client side updates, no more windows updates blocking the agent software etc.

Finesse is completely browser based and incorporates the latest web technologies such as Web 2.0 and REST APIs. Staying on the web capabilities, one thing to note is that the true power of Finesse lies in the fact that it can be completely customised by the customer/partner by building their own gadgets. The Cisco Developer services has a great collection of sample gadgets in case you want to play with them: https://developer.cisco.com/site/finesse/downloads/sample-gadgets/

With gadgets, you can customise your agent desktop to include all your applications into one window - voice calls, emails, chats, CRM, 3rd party applications etc. so that the agents can perform all their activities without switching windows. The interaction between the servers and the browser is done via REST (REST APIs are now exposed by Cisco products such as Social Miner, MediaSense) which is the industry standard. 

The other feature is the integration of the CUIC Live data into the Finesse desktops. The CUIC Live Data is a new feature introduced to provide real time information, and by default these reports can be seen on the Finesse as gadgets which enables easier administration of the contact center by the supervisors.

These are just some of the things I can think of when I discuss advantages of Finesse, however there is a great white paper that talks about the comparison between Finesse and CAD and can help you in understanding the capabilities of both the agent desktops: http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-express/white-paper-c11-730883.html

With UCCX 10.6, Finesse now has a feature-parity with CAD - voice (inbound and outbound), email, chat.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

New Member

"Feature-parity with CAD" in

"Feature-parity with CAD" in 10.6 for inbound voice? Aren't multiple layouts, and agent state-change and time-based workflows still missing? And the "built-in" variables for the layout do not include many of the call variables (such as calling and called party numbers) that are available with CAD. These limitations create interesting challenges when all I want to do is provide screen pops that resemble the ones currently used with CAD.

+5And the ability to send

+5

And the ability to send keystroke macros to other apps.

And the ability to run arbitrary programs.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
Cisco Employee

Hi Anthony,I couldn't agree

Hi Anthony,

I couldn't agree more and the capabilities with the macros seem to be something that has been a major concern. I was working with Ryan on this to reduce. the gap between the requirements and the actual features - hopefully that should be done soon.

I would like to take this feedback mechanism in a more streamlined, official basis so that we can follow through on this and I have heard from Neil too about the challenges faced. 

If you would like, you could send me an email to akramadh@cisco.com with the most common challenges you have seen in migrating to finesse on UCCX and what are the most common features you see missing. A sense which I gather is that while we try to load the 'capabilities' of Finesse, the feature set required might have to be looked at more closely.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

Hello,Thanks for answering

Hello,

Thanks for answering the questions. With Finesse when an inbound voice call arrives the calling number and CTI port number are shown in the call control box. Is there any way of hiding the CTI port? - it is not much use to the agent.

On a second point does Finesse only support one XML layout for all agents or can it be controlled on a per team basis? - I cannot see how to do it on a per team basis but I have only done one Finesse deployment so far.

James

James - As per current design

James - As per current design in 10.6 you cannot disable showing CTI Ports in Finesse Screen, Where as in Phone u can aviod those by enabling CLID 

SIVANESAN R
Cisco Employee

Hi James,Thanks for your

Hi James,

Thanks for your question. 

As far as the CTI Port is concerned, you could explore adding a display name/number for your Call Control Group but it will always be the CTI port which will be displayed there when the call is delivered. There is a support for CallerID where the CallerID is displayed instead of the CTI Port on the phone. This is not supported with Jabber, but will work with other phones. Please note that this does not change the behavior on the desktop but the phone only. More details: http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/release/guide/UCCX_BK_RA1A036D_00_release-notes_release10.pdf

Regarding your second question - layouts can be set on a per team basis. You can go to the 'Team Resources' tab in the Finesse administration and modify the layout by clicking on 'Override System Default':

Hope that answers your question, but please let me know if you have any further questions or need any clarifications.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

New Member

The DN of the CTI port is

The DN of the CTI port is only shown while the agent is reserved. But why is it shown at all? It has no meaning to an agent. The DN of the route point would be a far more useful. Better, yet, let me have access to CallControl.jsp so I can customize.

Hi Abhiram Kramadhati,

Hi Abhiram Kramadhati,

 congratulations for this excellent topic.

 I have two questions:

1) License

 Will be any differences in license? Any roadmap to insert the Contact Center license in Prime License Manager, like CUCM & CUC

2) Finesse for UCCX and UCCE:

 Finesse will be the only Agent Desktop, for UCCX and UCCE, and CAD support will only be available till UCCX version 10.6. Are there any differences between 'Finesse for UCCX' and 'Finesse for UCCE', like Do's x Don'ts? As soon as we are going to have only one Agent Desktop (Finesse) ... is there any roadmap where we are going to have just one Contact Center, like CUCM?

 

Regards.

 

Cisco Employee

Hi Marcelo,Thanks for your

Hi Marcelo,

Thanks for your question. 

There are no changes to the licenses you would apply with the UCCX in terms of the agent. As in, the seat license count, the license consumption all remain the same. While on the same topic, just a quick reminder that the CUIC has been updated to provide a stock report of license consumption. We have had requests to  get a replacement to the command "show uccx cad license usage" and that is being considered. 

At this point, there is no specific information on the roadmap for the Prime License Manager for UCCX but allow me some time, let me talk to the product manager for this and provide a concrete update.

In terms of differences between Finesse for UCCX and UCCE, I don't see much from a user perspective. There are a few such as:

  • Blind transfer support exists in UCCE, but not UCCX. This in turn comes down to how the call control APIs work in UCCX and UCCE. The differences are documented in the developer guide: https://developer.cisco.com/site/uccxapi/overview/
  • Slight difference in the wrap-up code behaviour
  • Agent state difference in non-ICD calls. Example: a non ICD outbound call in UCCX will show the agent to be in NOT-READY, but will show the agent to be in TALKING in UCCE. 

So there are a few differences in the way it works in the backend and how it works from a user perspective, but they are very minimal and just going thorough all your customer-specific agent actions will reveal the behaviour.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

 

Cisco Employee

Hi Marcelo,Just a follow-up

Hi Marcelo,

Just a follow-up on the prime licensing question - I had a chat with the product management. There are plans to adopt a single new licensing model - Smart Licensing Solution - across the product portfolio. UCCX too will be aligned with the same. 

We have no further details at this stage, but there will be announcements as and when there are more details available.

Having one Contact Center would be a very long shot considering the different agent capacities they address - UCCX (~400 agents) and UCCE (~12000 agents). To bridge and address the mid-capacity segment, the PCCE was launched (http://docwiki.cisco.com/wiki/Packaged_CCE). However, looking at one single contact center is a different ball game altogether :)

I hope that clarifies, please let me know if you have any questions.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

Cisco Employee

Hi Marcelo,Just a follow-up

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