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Hi Abhiram,Thank you for your

Hi Abhiram,

Thank you for your answers so far. I am finding this discussion interesting and valuable.

I have a support question which I hope you might be able to give some advice on. I am not expecting you to get into in depth troubleshooting though.

I have just installed UCCX 10.6(1) and deployed new 7841 phones for agents (they previously had 7940/7960 phones) as they are using MediaSense for recording and need support for BiB. The call control system is CUCM 10.5(2)SU1 and the phones use the default load for that.

I am having trouble transferring calls within Finesse - it works fine using the phone keys. Sometimes it works and sometimes it fails. I get the same thing when trying to use the Supervisor barge function.

If I reset the phones it sometimes cures the issue. It seems to work more consistently if I take the phone handset off hook rather than using the speakerphone as well.

Is there somewhere that documents what CSS, CTI etc. requirements are needed for this to work ok?

 

 

Cisco Employee

Hi James,The nature of the

Hi James,

The nature of the symptoms points to an issue with the CTI control over the phone, the fact that the off-hook makes it better is further evidence for that direction. 

The basic things to check are:

  • If the application user has the right roles
  • Ensure there are no shared lines, unsupported configuration on the agent lines (such as being part of a hunt group etc.)

Could you try upgrading one of the phones to the latest firmware releases and then try? Also, was this CUCM always on 10.5(2)SU1 during the issue?

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065 

New Member

Although I appreciate the

Although I appreciate the flexibility of Finesse, I question whether it is ready for prime time. When considering it as a replacement for CAD, I find it lacking in several ways. I have identified some of these deficiencies in my replies to other conversations you have had or are having with others. This presents some challenges when migrating from CAD to Finesse. One challenge relates to call variable layouts. In a CAD-based environment, I can create multiple layouts and the fields available by default include many more fields than the default set of variables for Finesse. For example, the layout variables in Finesse do NOT include such basic information as ANI or DNIS. My solution is to either create custom variables (for ANI and DNIS) in Finesse Administration, capture the ANI and DNIS in the script, and map them to the variables in a Set Enterprise Call Info step. As an expedient, I could just map the ANI and DNIS in the script to a pair of call variables, but that means they get recorded in the database twice. Either way, I need to add a Get Call Contact Info and Set Enterprise Call Info step into EVERY script. With dozens of scripts... Well you get the idea. 

Cisco Employee

Hi Neil,I understand the

Hi Neil,

I understand the concerns and many of them are things that have been conveyed to the relevant teams, with multiple feature requests already in the pipeline. 

In terms of feature parity, we are referring to the broad feature set of capabilities:

  • Inbound voice
  • Outbound voice
  • Chat
  • Email
  • Monitoring and Recording

While I agree that there are various differences between the out-of-the box capabilities of CAD and Finesse, the power of Finesse is in building custom gadgets for almost anything. Even with the CallControl gadget - modification to the default Cisco gadgets is not allowed, but there are numerous partners how have built their own custom call control gadgets. Certainly, we want to include as much as 'default' capabilities as possible but it is important to note that this is not a limitation because the ability to do it still resides within Finesse but is not straight forward. Cisco default gadgets can be seen in the debugger but cannot be modified, but instead a new one can be built. There are many such examples in the developer.cisco.com community, I am sure you will find some useful information there. 

CTI port display - I have heard multiple requests to mask it. Leave this with me, I will get the feedback to the product team and have them evaluate different options to address this.

Call variables display: The calling number is displayed in the layout header and you can change the variable name to display it correctly.

Again, I understand the requirements of other call variables being there by default and being able to emulate CAD out of the box, but it again goes back to the first point about the ability to build custom gadgets and customize the agent desktop a 100% because a lot of customers did not want to see all the information CAD used to display.

Please don't get me wrong, we don't expect people to build gadgets for everything. This feedback is important for us to evaluate the out-of-the-box features we provide. 

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

New Member

Apparently our definitions of

Apparently our definitions of features differ significantly. I suppose on one scale Inbound Voice is a feature. That appears to be how you justify your comment "100% parity with the features of CAD". My view of a feature goes much deeper- features within features. (I think my view agrees with the Cisco marketing literature and the SRNDs.) 

 

Anyway...

 

I am in the process of assisting a client upgrade from 8.5 CAD-based to 10.6 Finesse-based. Although, as I said before, I appreciate the flexibility of Finesse and see interesting opportunities, mimicking the behaviour of CAD in an upgrade is important. I want to minimize the shock factor. As it stands, Finesse falls short. To refer to one particular challenge, in the current CAD-based world I can invoke a workflow based on time of day or agent state change. Unless I missed an announcement, neither of these is part of Finesse "out of the box". Perhaps a widget is the answer. Do you know of one? I admit I haven't scanned all 3rd party options, but I shouldn't need to subscribe ($$) to a 3rd party widget to perform functions that are inherent in CAD. And this is only one example. 

 

You commented on call variables display. Yes, I know I can change the label on what appears in the header. And yes, the calling line ID is already there (along with the DN of the CTI port for some obscure reason). (Where is that documented, by the way?) But CAD always provided easy access to the called party number. Now, to provide access to the called party number, one solution is to update all scripts to map the called party number to an ECC in a Set Enterprise Call Info step. I suspect a widget is a possibility here, as well. This is just another example of the lack of support for an "out of the box" migration.

 

While I am dealing with these issues (and some others), I might find it useful to phase over to Finesse on an application by application basis. I understand CAD/Finesse coexistence is available in 10.6 but it requires a COP. Is the COP available through the download site? If not, what do I need to do to acquire the it?

Cheers

Cisco Employee

Hi Neil,Thanks for the

Hi Neil,

Thanks for the feedback, I understand the challenges you would face as a partner and we want to make every effort in making this feedback a part of the future releases.

The cop is not yet released for all customers, but is in the controlled release phase. If you have a customer or a setup you would like to try this on, please reach out to me via email at akramadh@cisco.com and I will put you through the right channels. Support will be through TAC via regular policies, however your migration plan will be reviewed by the team and we will remain plugged in for a certain period of time during the migration period too and collect any feedback you might have. 

The cop should be available on CCO in the next few weeks, but the above mentioned method is the way to go as of now.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

New Member

Hi Abhiram, Could you confirm

Hi Abhiram,

 

Could you confirm CAD will be completely gone in UCCX 11 and future versions? We are helping a customer to upgrade UCCX from 5.x to 10.6. Customer probably will go with Finesse if CAD will not even exist in UCCX 11.  8-)

 

Thank you!

 

Cisco Employee

Hi Ian,I can confirm that

Hi Ian,

I can confirm that Finesse will be the only agent desktop option in UCCX 11.0 and upwards. UCCX 10.6 is the version that supports both CAD and Finesse to co-reside, with Finesse being the only agent desktop in 11.0.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

New Member

Thanks a lot!

Thanks a lot!

New Member

hi Abhiram,Thank you for this

hi Abhiram,

Thank you for this answer, but do you have an official Cisco document stating CAD and Finesse can run at the same time within a 10.6 deployment?

 

kr,

Simon

Cisco Employee

Hi Simon,The support for

Hi Simon,

The support for mixed mode will be announced at the end of March 2015. The support is given in the form of a cop file, which is available in a controlled release till then. We can provide the cop file now after reviewing the migration plan of the customer. However, the support will be announced and the cop file will be made available on Cisco.com by end of March, 2015.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

Hello,Please can you let us

Hello,

Please can you let us know whether there will be a replacement for IP Phone Agent in 11.0 - the current phone agent relies upon CAD services which are being removed.

Also would it be possible to create a gadget to allow supervisors to re-skill agents from within Finesse? - the Mobile Skill Manager application allows this but does not run so well on PC browsers as opposed to iPad/iPhone. It should be fairly simple to do and bundle into the standard Finesse setup.

Thanks

Cisco Employee

Hi James,We will have an IPPA

Hi James,

We will have an IPPA replacement that will work with Finesse and it will be very similar to IPPA in behaviour and implementation. 

Also, the UCCX now exposes all the REST APIs that can be used by customers to update scripts, modify skills etc. So you could look at doing two things:

  • Create a gadget that in the backend uses the REST APIs to update and modify skills
  • The REST APIs are exposed and examples of the message body are also provided: https://developer.cisco.com/site/uccxapi/overview/
  • You can use the tool called POSTER (comes with Firefox) to simulate this before hardcoding it into the gadget

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

New Member

Hello,We recently upgraded a

Hello,

We recently upgraded a customer to Cisco UCCX 10.6 ( HA over WAN ).  The customer loves Finesse and we have converted all agents over to Finesse.  The CIO wants to know if the main splash screen ( https:// ip of uccx:8445/desktop/container ) can be BRANDED with the customers logo NOT the Cisco Logo?  I have looked at all the XML in the desktop layout but I do not see any options for changing the Cisco Logo to a customer logo?  Ideally they would also like the ability to change the Cisco Logo in the header on all Finesse web pages....

Can this be changed?  Do you have instructions on implementing the change?  I am attaching a screenshot of the logo's in question.

Thanks!

Alex

CCIE Collab #25803

Cisco Employee

Hi Alex,This is an

Hi Alex,

This is an interesting requirement. I am not aware of a ay of doing it, but maybe you could provide the login screen to be a proxy server and that would in-turn redirect the agents to the Finesse login screen? 

This is a page that is displayed by the webserver, like the CUCM login page etc. You can modify all the gadgets that are loaded once the agent logs in, but not the login screen itself.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

Cisco Employee

Hi Alex,I confirmed this with

Hi Alex,

I confirmed this with the product team that it is not possible in the current implementations and they have added it as a requirement in the future releases, though not sure on the exact timelines.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

Cisco Employee

Hi Alex,There has been an

Hi Alex,

There has been an enhancement defect opened up for this: CSCut55671 and it has been added to the roadmap officially. 

Please let me know if you have any questions.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

New Member

Hello, Does Cisco or the BU

Hello,

Does Cisco or the BU have a CAD vs Finesse comparision feature matrix that is up to date?  ie I would like a document of all features that are supported in CAD vs Finesse in 10.5/10.6 and proposed in 11.x?

That would be most helpful for pretty much any integrator/var and others on these threads.

Do you have a roadmap of feature enhancements expected for Finesse v 11.x?

Thanks!

Alex

CCIE Collab #25803

Cisco Employee

Hi Alex,I just had a quick

Hi Alex,

I just had a quick call with the product team and they will provide a brief overview of the new features in 11.0 by next week, I will share the same with you. In case I don't get the document before this event ends, I will make sure I send you an email with the information.

For the comparison of CAD and Finesse, this document should help you. Please let me know if you need any clarifications.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

New Member

Does Cisco have any

Does Cisco have any documentation on creating an publishing a custom Cisco Finesse gadget?  ie I am looking for a step by step guide for creating a gadget to be included inside Finesse with all options specific to Finesse... I am NOT looking for any documentation on 3rd party systems, such as ERP, etc... just the basic steps to get a gadget up and working. 

 

I looked out on the developer.cisco.com site, but it's pretty limited...

 

Also, do you know anyone who has experience with NovelVox?  They have a 3rd party Finesse gadget designer application, do you know anyone who has used this?  Is it any good?  Worth the $$$?

 

Thanks!

 

Alex

CCIE Collab #25853

Cisco Employee

Hi Alex,Good question.

Hi Alex,

Good question. Usually, I redirect partners to this page where you can download these host of sample gadgets. The gadgets themselves have readme's with detailed descriptions of how to upload the gadget files, how they were created etc. This is usually the best place to start. 

One suggestion I would like to make is not to modify the layout for all your agents when testing gadgets. Create a test team and check the 'Override system default layout' and modify the layouts for that team only. This will ensure that only a subset of agents are affected by the changes in layouts/gadgets initially and you can roll it out to the rest of the contact center in phases. 

I would not be really able to comment on 3rd party gadgets, but I know there are a number of qualified vendors who are listed on the 'Market Place Solutions Catalog' - link.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

 

New Member

Cisco offers two resources.

Cisco offers two resources. Sample gadgets, and a Finesse developer guide.

Sample gadgets:

https://developer.cisco.com/site/finesse/downloads/sample-gadgets/

 

Developer guide:

https://developer.cisco.com/fileMedia/download/90f66367-13f0-41a9-aadd-84df32057afe

New Member

Hi,Quick question do

Hi,

Quick question do customers have to buy a new license for finesse to be able to migrate to Finesse or the existing CAD license will transfer to a Finesse license? I understand that unlike CAD, finesse doesn't have different flavours e.g. standard, enhanced and premium. Does it matter if a customer has Standard vs. Enhanced or Premium for the purpose of migration to Finesse?

Cisco Employee

Hi Mark,Yes, the existing

Hi Mark,

Yes, the existing licenses will still be valid, so you can upgrade to a finesse supported version with the licenses you have. However, please note that Finesse service in itself is available for Enhanced and Premium licenses. 

While you could upgrade to a finesse-supported version on standard, you will not be able to activate finesse unless you move to enhanced of premium. This tables describes the same:

It can be found in the guide here.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

New Member

In this instance, we are

In this instance, we are specifically looking to go to Packaged CCE from UCCE  for the sake of simplified administration. We currently use Cisco Agent Desktop (CAD) Stanadrd Edition on UCCE however Packaged CCE doesnt support CAD and we must use finesse or CTI OS. IF we want to use finesse we must first upgrade to CAD Premium on UCCE and then migrate to finesse OR buy net new Finessee licenses. So in this instance, can we simply use a custom CTIOS without having to upgrade the CAD to premium? We are essentially trying to save the cost of upgrading standard to enhanced and then premium.

Cisco Employee

Hi Mark,I just want to take a

Hi Mark,

I just want to take a step back on my previous answer. That answers is relevant to UCCX only where we activate Cisco Finesse as a service from the CLI. In that respect, the license package is relevant. 

Now, moving from UCCE and PCCE is not that straight forward. How large is your current deployment? Could you please provide some details on the agent distribution etc.? Regarding licensing - it has more to do with your PCCE configuration and initialisation as mentioned in the guide. There is no specific license you would be uploading for Finesse but the number of agents are limited by the sizing. 

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

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

Cisco Employee

Hi James,The phonebooks are

Hi James,

The phonebooks are available whenever the phone gadget is invoked. For example, the agent can click on 'Make a New Call' and select a number from the phone book. Here is a screenshot:


Is this what you are looking for? This is a regular outbound call the agent is trying to initiate from the Finesse desktop. You can configure the phone books from the Finesse Administration and assign the phone books to either all users or teams only, and then go to the 'Team Resources' page and assign the phone book to the team. Currently there is support for 10 global phone books and 50 team phone books.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

Hi Abhiram,Thank you for your

Hi Abhiram,

Thank you for your answer. I have configured the phone books and the allocated one appears when transferring a call using Finesse.

My issue is with making an outgoing call using Finesse as I did not seem to be seeing the "Make a New Call" button on the agent workspace. Should this just appear on the Home tab or is it in the Manage Call tab?

I am not at the site today but will check again later. I did change the default Finesse layout so that the queues and agents gadgets are displayed side by side rather than stacked and I am still having CTI issues with the 7841 phones used by agents so I guess these could be the cause of the issue.

I will do some testing in a day or so to see if I can fix it. Thanks for your response as I know now that the phonebooks are available for outbound calls.

I am really enjoying this Ask the Expert session - it is running during my first Finesse deployment which is a fortunate coincidence!

 

Cisco Employee

Hi James,The phonebooks

Hi James,

The phonebooks appear when you click on the 'Make a New Call' button, which is available in the default home page. 

I think the confusion arises for the agents because this option is seen only if the state is NOT-READY. The screenshots are shown below:

 

So that might be the reason the agents are seeing the phone books only during transferring the call. 

Glad the session is helpful, James. Even post the event, please feel free to reach out to me for any clarifications.

Cheers,

Abhiram Kramadhati, CCIE Voice # 40065

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