FD919FB510000144000000470A4E5B29globalsign

CiscoFinesseIntroduction,page1CiscoFinesseAdministrationConsole,page2CiscoFinesseAgentandSupervisorDesktop,page54CallManager-BasedCallRecordingUsingCiscoMediaSense,page54IntroductionCiscoFinesseisanext-generationagentandsupervisordesktopdesignedtoprovideacollaborativeexperienceforthevariouscommunitiesthatinteractwithyourcustomerserviceorganization.
Ithelpsimprovethecustomerexperiencewhileofferingauser-centricdesigntoenhancecustomercarerepresentativesatisfactionaswell.
CiscoFinesseprovides:Abrowser-basedadministrationconsoleandabrowser-baseddesktopforagentsandsupervisors;noclient-sideinstallationsrequired.
Asingle,customizable"cockpit",orinterface,thatgivescustomercareprovidersquickandeasyaccesstomultipleassetsandinformationsources.
RESTAPIsthatsimplifythedevelopmentandintegrationofvalue-addedapplicationsandminimizetheneedfordetaileddesktopdevelopmentexpertise.
CiscoFinesseserviceisnotactivatedbydefaultevenwhenyouupdatetheappropriatelicensesonaUnifiedCCXdeployment.
RuntheutilsuccxfinesseactivatecommandtoactivateCiscoFinesseServiceoneachUnifiedCCXnodeinacluster.
Formoreinformationaboutthiscommand,seethe"CiscoFinessecommands"sectionintheCiscoUnifiedContactCenterExpressOperationsGuideathttp://www.
cisco.
com/en/US/products/sw/custcosw/ps1846/prod_maintenance_guides_list.
html.
NoteFinesseconfigurationchangesarepermittedononlytheprimaryserver.
AccesstoFinesseadministrationconsoleonthesecondaryserverisread-only.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)1WhenyouattempttosavethechangesinFinesseadministrationconsoleonthesecondarynode,youreceiveamessagethatadministrationonthesecondarynodeisread-only.
CiscoFinesseAdministrationConsoleGettingStartedThischapterdescribestheinterfacesthatyouusetoconfigure,administer,andmaintainCiscoFinesseanddescribeshowtoaccessthem.
AdministrationToolsCiscoFinesseAdministrationConsoleTheCiscoFinesseadministrationconsoleisaweb-basedinterfaceusedtoconfiguresystemsettingsinCiscoFinesse.
Theadministrationconsolecontainstabsthatyouclicktoaccessthevariousadministrationfeatures.
Thetabnamesandthetasksthatyoucanperformoneachtabareasfollows:CallVariablesLayout:ManagethecallvariablesandECCvariablesthatappearontheagentdesktopcallcontrolgadget.
DesktopLayout:Makechangestothedefaultdesktoplayoutforagentsandsupervisors.
PhoneBooks:Add,edit,ordeletephonebooksorphonebookcontacts.
Reasons:Add,edit,ordeleteNotReadyreasoncodes,SignOutreasoncodes,orWrap-Upreasons.
TeamResources:Assigndesktoplayouts,phonebooks,reasoncodes,andwrap-upreasonstospecificteams.
Workflows:Createandmanageworkflowsandworkflowactions.
Thefeaturesyouconfigureintheadministrationconsolearecase-sensitive.
Forexample,youcancreatetwoworkflowsnamedWORKFLOWandworkflowortwophonebooksnamedBOOKandbook.
SignIntoCiscoFinesseAdministrationConsoleYoucanaccesstheCiscoFinesseadministrationconsoleonlythroughHTTPS.
ProcedureStep1Directyourbrowsertohttps://hostnameorIPaddress:8445/cfadmin,wherehostnameisthehostnameofyourprimaryserver.
Step2OntheSign-Inpage,intheIDfield,entertheApplicationUserIDthatwasestablishedduringtheinstallation.
Step3InthePasswordfield,entertheApplicationUserpasswordthatwasestablishedduringtheinstallation.
Step4ClickSignIn.
Asuccessfulsign-inlaunchesaninterfacewithdefinedadministrationgadgetsandaSignOutlink.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)2CiscoFinesseCiscoFinesseAdministrationConsoleManageCallVariablesLayoutOntheCallVariablesLayouttabontheCiscoFinesseadministrationconsole,youcandefinehowcallvariablesappearontheFinesseagentdesktop.
CallVariablesTheFinesseagentdesktopsupportsonevariableintheheaderofthecallcontrolgadgetanduptoatotalof20variablesintwocolumnsbelowtheheader(upto10ineachcolumn).
Youcanusecallvariables,ExtendedCallContext(ECC)variables,orthefollowingOutboundOptionECCvariables.
BACampaignBAAccountNumberBAResponseBAStatusBADialedListIDBATimeZoneBABuddyNameColumnscanbeempty.
ThefollowingtabledescribesthefieldsontheManageCallVariablesLayoutgadget.
ExplanationFieldAlabelthatdescribesthevariableforthatentry(forexample,CustomerName).
Themaximumlengthofthisfieldis50characters.
DisplayNameThenameofthecallvariableorECCvariablethatisdisplayedtotheagent.
Themaximumlengthofthisfieldis32characters.
VariableClickthe"X"todeletethespecifiedrowfromthecolumn.
DeleteActionsontheManageCallVariablesLayoutgadget:AddRow:AddsanewrowtothespecifiedcolumnTheAddRowbuttonisdisabledif10variablesarealreadyconfiguredforthespecifiedcolumn.
NoteSave:SavesyourconfigurationchangesRevert:RetrievesandreappliesthemostrecentlysavedcallvariablelayoutCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)3CiscoFinesseManageCallVariablesLayoutWhenyoumodifythecallvariablelayoutoftheagentdesktop,thechangesyoumaketakeeffectafterthreeseconds.
However,agentswhoaresignedinwhenthechangesaremademustsignoutandsignbackintoseethosechangesreflectedontheirdesktops.
NoteConfigureCallVariablesLayoutProcedureStep1IntheCallHeaderLayoutarea,intheDisplayNamefield,enterthetextthatyouwanttoappearintheheaderoftheCallControlgadgetontheFinessedesktop(forexample,CustomerName).
Step2FromtheVariabledrop-downlist,choosethecallvariableorOutboundOptionECCvariablethatyouwanttoappearintheheader(forexample,callVariable3).
Step3IntheCallBodyLeft-HandLayoutandCallBodyRight-HandLayoutareas:a)ClicktheXbesideanyrowthatyouwanttodelete.
b)ClickAddRowifyouwanttoaddanewrow.
c)Foreachrow,intheDisplayNamefield,enterthetextthatyouwanttoappearonthedesktop,andthenchoosethecorrespondingcallvariableorOutboundOptionECCvariablefromtheVariabledrop-downlist.
Step4ClickSave.
AddECCVariablestoCallVariablesLayoutCiscoFinesseonlysupportsLatin1charactersforECCvariables.
OtherUnicodecharactersarenotsupported.
Forexample,ifyouaddanECCvariablethatcontainsChinesecharacterstothecallvariablelayout,itmaynotappearcorrectlyontheagentdesktop.
NoteProcedureStep1IntheheaderortherowwhereyouwanttheECCvariabletoappear,fromtheVariabledrop-downlist,chooseCustom.
TheCustom/ECCVariableEntrydialogboxappears.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)4CiscoFinesseManageCallVariablesLayoutStep2IntheCustom/ECCVariableNamefield,enterthenameoftheECCvariableyouwanttoappearontheagentdesktop.
Step3ClickSet.
TheECCvariablenowappearsintheVariabledrop-downlistforselection.
ManageDesktopLayoutYoucandefinethelayoutoftheFinessedesktopontheDesktopLayouttab.
Requirements,suchasprocessorspeedandRAM,forclientsthataccesstheFinessedesktopcanvary.
Desktopsthatreceiveeventsformorethanoneagent(suchasagentandsupervisordesktopsrunningLiveDatareportsthatcontaininformationaboutotheragentsandskillgroups)requiremoreprocessingpowerthandesktopsthatreceiveeventsforasingleagent.
Factorsthatdeterminehowmuchpowerisrequiredfortheclientinclude,butarenotlimitedto,thefollowing:ImportantContactcentertrafficAdditionalintegratedgadgetsinthedesktop(suchasLiveDatareportsorthird-partygadgets)OtherapplicationsthatrunontheclientandshareresourceswiththeFinessedesktopFinesseDesktopLayoutXMLTheFinesseLayoutXMLdefinesthelayoutoftheFinessedesktop,includingtabnamesandthegadgetsthatappearoneachtab.
UsetheManageDesktopLayoutgadgettouploadanXMLlayoutfiletodefinethelayoutoftheFinessedesktopforagentsandsupervisors.
ActionsontheManageDesktopLayoutgadget:FinesseDefaultLayoutXML:ExpandstoshowthelayoutXMLforthedefaultFinessedesktop.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)5CiscoFinesseManageDesktopLayoutRestoreDefaultLayout:RestorestheFinessedesktoptothedefaultlayout.
Save:Savesyourconfigurationchanges.
Revert:Retrievesandappliesthemostrecentlysaveddesktoplayout.
DefaultLayoutXMLTheFinessedefaultdesktoplayoutXMLforUnifiedCCXcontainsoptionaltabsandgadgetsforMediaSenseandWebChatandnotesthatdescribehowtomodifythelayoutforyourdeploymenttype.
RemovethecommentsfromtheoptionalgadgetsandtabsthatyouwanttoappearontheFinessedesktop.
Removeanygadgetsortabsthatyoudonotwanttouse.
Agent/desktop/gadgets/CallControl.
jsphttps://localhost/agentdesktop/gadgets/chatControl.
xml-->homefinesse.
container.
tabs.
agent.
homeLabelhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=76D964AD10000140000000830A4E5E6F&filterId=AgentCSQStats.
csqName=CL&compositeFilterId=AgentCSQStats.
AgentIds.
agentId=loginIdhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=5C626F9C10000140000000600A4E5B33&filterId=ResourceIAQStats.
resourceId=CLmyStatisticsfinesse.
container.
tabs.
agent.
myStatisticsLabelhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=112&viewId=67D4371110000140000001080A4E5E6B&filterId=ResourceIAQStats.
resourceId=loginIdhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=420&viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.
agentID=loginIdCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)6CiscoFinesseManageDesktopLayoutmanageCallfinesse.
container.
tabs.
agent.
manageCallLabelmanageChatsfinesse.
container.
tabs.
agent.
manageChatsLabelhttps://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.
jspgadgetHeight=430-->Supervisor/desktop/gadgets/CallControl.
jsphttps://localhost/agentdesktop/gadgets/chatControl.
xml-->manageTeamfinesse.
container.
tabs.
supervisor.
manageTeamLabel/desktop/gadgets/TeamPerformance.
jspteamDatafinesse.
container.
tabs.
supervisor.
teamDataLabelhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=7291DCB410000140000000890A4E5B33&filterId=ResourceIAQStats.
resourceId=CLhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=728283C210000140000000530A4E5B33&CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)7CiscoFinesseManageDesktopLayoutfilterId=ResourceIAQStats.
resourceId=CLhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=F2F1FC17100001440000014E0A4E5D48&filterId=ChatAgentStats.
agentId=CL-->https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=FD919FB9100001440000005D0A4E5B29&filterId=ResourceIAQStats.
resourceId=CLhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=FD919FB510000144000000470A4E5B29&filterId=ResourceIAQStats.
resourceId=CL-->queueDatafinesse.
container.
tabs.
supervisor.
queueDataLabelhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=C8E2DB1610000140000000A60A4E5E6B&filterId=VoiceIAQStats.
esdName=CLhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=9A7A14CE10000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.
agentId=CL&compositeFilterId=VoiceCSQDetailsStats.
AgentVoiceCSQNames.
agentVoiceCSQName=CLhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=E42ED788100001440000007B0A4E5CA1&filterId=ChatQueueStatistics.
queueName=CL-->manageCallfinesse.
container.
tabs.
supervisor.
manageCallLabelmanageChatsfinesse.
container.
tabs.
supervisor.
manageChatsLabelhttps://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.
jspgadgetHeight=430-->manageRecordingsfinesse.
container.
tabs.
supervisor.
manageRecordingsLabelhttps://my-mediasense-server:8440/ora/gadget/MediaSenseGadget.
xml-->UpdateDefaultDesktopLayoutWhenyoumodifythelayoutoftheFinessedesktop,thechangesyoumaketakeeffectonthedesktopafter10seconds.
However,agentswhoaresignedinwhenthechangesaremademustsignoutandsignbackintoseethosechangesreflectedonthedesktop.
Thecallcontrolgadgetisonlysupportedatthepagelevel.
Youmustensurethatthecallcontrolgadget(/desktop/gadgets/CallControl.
jsp)isplacedwithinthetagforittoworkcorrectly.
Donotplacethisgadgetwithinatag.
NoteCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)9CiscoFinesseManageDesktopLayoutProcedureStep1IntheFinesseLayoutXMLarea,makechangestotheXMLasrequired.
Example:IfyouwanttoaddanewtabcalledReports,addthefollowingXMLwithinthetabstagsundertheAgenttag.
reportsReportsIfyouwanttoaddthistabtothesupervisordesktop,addtheXMLwithinthetabstagsundertheSupervisortag.
Toaddagadgettoatab,addtheXMLforthegadgetwithinthegadgetstagforthattab.
http:///gadgets/.
xmlReplacewiththeIPaddressoftheserverwherethegadgetresides.
Step2ClickSave.
FinessevalidatestheXMLfiletoensurethatitisvalidXMLsyntaxandconformstotheFinesseschema.
Step3Afteryousaveyourchanges,ifyouwanttoreverttothelastsaveddesktoplayout,clickRevert.
Ifyouwanttoreverttothedefaultdesktoplayout,clickRestoreDefaultLayout.
Duringupgrade,anychangesmadetotheCiscoFinesseDefaultLayoutwillbenotbeupdated.
YouneedtoclickonRestoreDefaultLayouttogetthelatestchanges.
NoteTheFinessedefaultXMLlayoutisasfollows:Agent/desktop/gadgets/CallControl.
jsphomefinesse.
container.
tabs.
agent.
homeLabelhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=76D964AD10000140000000830A4E5E6F&filterId=AgentCSQStats.
csqName=CL&compositeFilterId=AgentCSQStats.
AgentIds.
agentId=loginIdhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=5C626F9C10000140000000600A4E5B33&filterId=ResourceIAQStats.
resourceId=CLmyStatisticsfinesse.
container.
tabs.
agent.
myStatisticsLabelCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)10CiscoFinesseManageDesktopLayouthttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=112&viewId=67D4371110000140000001080A4E5E6B&filterId=ResourceIAQStats.
resourceId=loginIdhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=420&viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.
agentID=loginIdmanageCallfinesse.
container.
tabs.
agent.
manageCallLabelSupervisor/desktop/gadgets/CallControl.
jspmanageTeamfinesse.
container.
tabs.
supervisor.
manageTeamLabel/desktop/gadgets/TeamPerformance.
jspteamDatafinesse.
container.
tabs.
supervisor.
teamDataLabelhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=7291DCB410000140000000890A4E5B33&filterId=ResourceIAQStats.
resourceId=CLhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=728283C210000140000000530A4E5B33&filterId=ResourceIAQStats.
resourceId=CLqueueDatafinesse.
container.
tabs.
supervisor.
queueDataLabelhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=C8E2DB1610000140000000A60A4E5E6B&filterId=VoiceIAQStats.
esdName=CLhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=9A7A14CE10000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.
agentId=CL&compositeFilterId=VoiceCSQDetailsStats.
AgentVoiceCSQNames.
agentVoiceCSQName=CLmanageRecordingsfinesse.
container.
tabs.
supervisor.
manageRecordingsLabelCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)11CiscoFinesseManageDesktopLayouthttps://my-mediasense-server:8440/ora/gadget/MediaSenseGadget.
xml-->manageCallfinesse.
container.
tabs.
supervisor.
manageCallLabelXMLSchemaDefinitionYoumustensuretheXMLyouuploadconformstotheXMLschemadefinitionforFinesse.
TheXMLschemadefinitionforFinesseisasfollows:CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)12CiscoFinesseManageDesktopLayoutAddWebChattoFinesseTheCiscoFinessedefaultlayoutXMLcontainscommentedXMLcodeforWebChatgadgetsavailablefortheFinessedesktop.
Eachgadgetortabissurroundedbycommentcharacters()andcommentsthatdescribewhatthetaborgadgetisforandhowtoaddittothedesktop.
TheChatControlgadgetisonlysupportedatthepagelevel.
YoumustensurethattheChatControlgadget(https://localhost/agentdesktop/gadgets/chatControl.
xml)isplacedwithinthetag.
Placingthisgadgetwithinatagisnotsupported.
NoteTheprocedurethatyoufollowdependsonyourdeployment.
Thefollowingtabledescribeswhentouseeachprocedure.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)13CiscoFinesseManageDesktopLayoutWhentouseProcedureFollowthisprocedureifyouwanttoaddWebChattotheFinessedesktopafterafreshinstallationorafteranupgradeifyouhavenotcustomizedthedefaultdesktoplayout.
AddWebChattothedefaultdesktoplayout.
FollowthisprocedureifyouwanttoaddWebChatandhavecustomizedthedesktoplayout.
AddWebChattoacustomdesktoplayout.
FollowthisprocedureifyouwanttoaddWebChattothedesktoponlyforspecificteams.
AddWebChattoateamlayout.
AfteryouaddtheWebChatgadgets,signintotheFinessedesktopandmakesuretheyappearthewayyouwant.
AgentswhoaresignedintoFinessewhenyouchangethedesktoplayoutmustsignoutandsignbackintoseethechangeontheirdesktops.
NoteAddWebChattotheDefaultDesktopLayoutIfyouupgradedfromapreviousreleasebutdonothaveacustomdesktoplayout,clickRestoreDefaultLayoutontheManageDesktopLayoutgadgetandthenfollowthestepsinthisprocedure.
NoteProcedureStep1IntheFinesseadministrationconsole,clicktheDesktopLayouttab.
Step2ToaddtheChatControlgadgettotheagentdesktop,lookforthefollowingundertheAgenttagandwithinthetag:https://localhost/agentdesktop/gadgets/chatControl.
xmlStep3Removethecommentsandcommentcharacters()thatsurroundthegadget,leavingonlythegadget(https://localhost/agentdesktop/gadgets/chatControl.
xml).
Step4ToaddtheManageChatstabandgadgettotheagentdesktop,lookforthefollowingwithinthetag:manageChatsfinesse.
container.
tabs.
agent.
manageChatsLabelhttps://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.
jspgadgetHeight=430CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)14CiscoFinesseManageDesktopLayoutStep5Removethecommentsandcommentcharacters()thatsurroundthetab.
Step6Replacemy-socialminer-serverinthegadgetURLwiththefully-qualifieddomainname(FQDN)ofyourSocialMinerserver.
Step7Optionally,changetheheightoftheManageChatsgadget.
Example:TheheightspecifiedinthegadgetURLis430pixels.
Ifyouwanttochangetheheight,changethegadgetHeightparameterintheURLtothedesiredvalue.
Forexampleifyouwantthegadgetheighttobe600pixels,changethecodeasfollows:https://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.
jspgadgetHeight=600ThedefaultandminimumheightoftheManageChatsgadgetis430pixels.
IfyoudonotspecifyavalueforthegadgetHeightparameterorifyouspecifyavaluethatislessthan430,thegadgetdefaultsto430pixels.
Step8ToaddtheChatControlgadgettothesupervisordesktop,lookforthefollowingundertheSupervisortagandwithinthetag:https://localhost/agentdesktop/gadgets/chatControl.
xmlStep9Removethecommentsandcommentcharacters(),leavingonlythegadget(https://localhost/agentdesktop/gadgets/chatControl.
xml).
Step10ToaddtheLiveDatareportforAgentChatStatisticstothesupervisordesktop,lookforthefollowing:https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=F2F1FC17100001440000014E0A4E5D48&filterId=ChatAgentStats.
agentId=CLStep11Removethecommentsandcommentcharacters(),leavingonlythegadget.
Step12ToaddtheLiveDatareportforChatQueueStatisticstothesupervisordesktop,lookforthefollowing:https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=E42ED788100001440000007B0A4E5CA1&filterId=ChatQueueStatistics.
queueName=CLStep13Removethecommentsandcommentcharacters(),leavingonlythegadget.
Step14ToaddtheManageChatstabandgadgettothesupervisordesktop,lookforthefollowingwithinthetag:manageChatsfinesse.
container.
tabs.
supervisor.
manageChatsLabelhttps://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.
jspgadgetHeight=430Step15Removethecommentsandcommentcharacters()thatsurroundthetab.
Step16Replacemy-socialminer-serverinthegadgetURLwiththefully-qualifieddomainname(FQDN)ofyourSocialMinerserver.
Step17Optionally,changetheheightoftheManageChatsgadget.
Step18ClickSave.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)15CiscoFinesseManageDesktopLayoutAddWebChattoaCustomDesktopLayoutProcedureStep1IntheFinesseadministrationconsole,clicktheDesktopLayouttab.
Step2ClickFinesseDefaultLayoutXMLtoshowthedefaultlayoutXML.
Step3CopytheXMLcodefortheChatControlgadgetfortheagentdesktop.
https://localhost/agentdesktop/gadgets/chatControl.
xmlStep4Toaddthegadgettotheagentdesktop,pastethecodewithinthetagsundertheCallControlgadgetasfollows:Agent/desktop/gadgets/CallControl.
jsphttps://localhost/agentdesktop/gadgets/chatControl.
xmlStep5Toaddthegadgettothesupervisordesktop,pastethecodewithinthetagsundertheCallControlgadgetasfollows:Supervisor/desktop/gadgets/CallControl.
jsphttps://localhost/agentdesktop/gadgets/chatControl.
xmlStep6CopythecodefortheagentManageChatstabandgadgetfromthedefaultlayoutXML.
manageChatsfinesse.
container.
tabs.
agent.
manageChatsLabelhttps://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.
jspgadgetHeight=430Step7PastethecodewithinthetagfortheagentroleaftertheManageCalltab:manageCallfinesse.
container.
tabs.
agent.
manageCallLabelmanageChatsfinesse.
container.
tabs.
supervisor.
manageChatsLabelhttps://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.
jspgadgetHeight=430Step8Replacemy-social-miner-serverwiththeFQDNofyourSocialMinerserver.
Step9Optionally,changetheheightoftheManageChatsgadget.
Example:CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)16CiscoFinesseManageDesktopLayoutTheheightspecifiedinthegadgetURLis430pixels.
Ifyouwanttochangetheheight,changethegadgetHeightparameterintheURLtothedesiredvalue.
Forexampleifyouwantthegadgetheighttobe600pixels,changethecodeasfollows:https://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.
jspgadgetHeight=600ThedefaultandminimumheightoftheManageChatsgadgetis430pixels.
IfyoudonotspecifyavalueforthegadgetHeightparameterorifyouspecifyavaluethatislessthan430,thegadgetdefaultsto430pixels.
Step10CopythecodefortheLiveDatagadgetsforAgentChatStatisticsandChatQueueStatisticsfromthedefaultlayoutXML.
https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=F2F1FC17100001440000014E0A4E5D48&filterId=ChatAgentStats.
agentId=CLhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=E42ED788100001440000007B0A4E5CA1&filterId=ChatQueueStatistics.
queueName=CLStep11Pastethecodeforthesegadgetswithinthetagsforthetabsonwhichyouwantthemtoappear.
Step12CopythecodeforthesupervisorManageChatstabandgadgetfromthedefaultlayoutXML.
manageChatsfinesse.
container.
tabs.
supervisor.
manageChatsLabelhttps://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.
jspgadgetHeight=430Step13PastethecodewithinthetagforthesupervisorroleaftertheManageCalltab:manageCallfinesse.
container.
tabs.
supervisor.
manageCallLabelmanageChatsfinesse.
container.
tabs.
supervisor.
manageChatsLabelhttps://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.
jspgadgetHeight=430Step14Replacemy-social-miner-serverwiththeFQDNofyourSocialMinerserver.
Step15Optionally,changetheheightofthegadget.
Step16ClickSave.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)17CiscoFinesseManageDesktopLayoutAddWebChattoaTeamLayoutProcedureStep1IntheFinesseadministrationconsole,clicktheDesktopLayouttab.
Step2ClickFinesseDefaultLayoutXMLtoshowthedefaultlayoutXML.
Step3CopytheXMLcodefortheChatControlgadgetfortheagentdesktopandpasteitintoatextfile.
https://localhost/agentdesktop/gadgets/chatControl.
xmlStep4CopythecodefortheagentManageChatstabandgadgetandpasteitintoyourtextfile.
manageChatsfinesse.
container.
tabs.
agent.
manageChatsLabelhttps://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.
jspgadgetHeight=430Step5CopythecodefortheLiveDatagadgetsforAgentChatStatisticsandChatQueueStatisticsandpasteitintoyourtextfile.
https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=F2F1FC17100001440000014E0A4E5D48&filterId=ChatAgentStats.
agentId=CLhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=E42ED788100001440000007B0A4E5CA1&filterId=ChatQueueStatistics.
queueName=CLStep6CopythecodeforthesupervisorManageChatstabandgadgetandpasteitintoyourtextfile.
manageChatsfinesse.
container.
tabs.
supervisor.
manageChatsLabelhttps://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.
jspgadgetHeight=430Step7ClicktheTeamResourcestab.
Step8SelecttheteamfromthelistofteamsforwhichyouwanttoaddWebChat.
Step9ChecktheOverrideSystemDefaultcheckbox.
Step10IntheResourcesforarea,clicktheDesktopLayouttab.
Step11ToaddtheChatControlgadgettotheagentdesktop,copythecodeforthegadgetfromyourtextfileandpasteitwithinthetagsundertheCallControlgadgetasfollows:Agent/desktop/gadgets/CallControl.
jsphttps://localhost/agentdesktop/gadgets/chatControl.
xmlCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)18CiscoFinesseManageDesktopLayoutStep12Toaddthegadgettothesupervisordesktop,pastethecodewithinthetagsundertheCallControlgadgetasfollows:Supervisor/desktop/gadgets/CallControl.
jsphttps://localhost/agentdesktop/gadgets/chatControl.
xmlStep13ToaddtheManageChatstabandgadgettotheagentdesktop,copythecodefromyourtextfileandpasteitwithinthetagfortheagentroleaftertheManageCalltab:manageCallfinesse.
container.
tabs.
agent.
manageCallLabelmanageChatsfinesse.
container.
tabs.
supervisor.
manageChatsLabelhttps://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.
jspgadgetHeight=430Step14Replacemy-social-miner-serverwiththeFQDNofyourSocialMinerserver.
Step15Optionally,changetheheightoftheManageChatsgadget.
Example:TheheightspecifiedinthegadgetURLis430pixels.
Ifyouwanttochangetheheight,changethegadgetHeightparameterintheURLtothedesiredvalue.
Forexampleifyouwantthegadgetheighttobe600pixels,changethecodeasfollows:https://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.
jspgadgetHeight=600ThedefaultandminimumheightoftheManageChatsgadgetis430pixels.
IfyoudonotspecifyavalueforthegadgetHeightparameterorifyouspecifyavaluethatislessthan430,thegadgetdefaultsto430pixels.
Step16ToaddtheLiveDatagadgetsforWebChattothesupervisordesktop:a)CopythecodefortheAgentChatStatisticsLiveDatagadgetfromyourtextfileandpasteitwithinthetagsforthetabonwhichyouwantittoappear.
b)CopythecodefortheChatQueueStatisticsLiveDatagadgetfromyourtextfileandpasteitwithinthetagsforthetabonwhichyouwantittoappear.
Step17ToaddtheManageChatstabgadgettothesupervisordesktop,copythecodefromyourtextfileandpasteitwithinthetagforthesupervisorroleaftertheManageCalltab:manageCallfinesse.
container.
tabs.
supervisor.
manageCallLabelmanageChatsfinesse.
container.
tabs.
supervisor.
manageChatsLabelhttps://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.
jspgadgetHeight=430CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)19CiscoFinesseManageDesktopLayoutStep18Replacemy-social-miner-serverwiththeFQDNofyourSocialMinerserver.
Step19Optionally,changetheheightofthegadget.
Step20ClickSave.
LiveDataGadgetsCiscoFinesseforUnifiedCCXsupportsLiveDatagadgets.
LiveDatagadgetsdisplayinformationaboutthecurrentstateofthecontactcenter.
Thegadgetsreceivedatafromthereal-timedatasourceatfrequentintervalsanddisplayreportsingridformatonly.
CiscoUnifiedIntelligenceCenterprovidesLiveDatareal-timereportsthatyoucanaddtotheCiscoFinesseagentandsupervisordesktop.
Thisfeatureprovidesthefollowingaccess:AgentscanaccesstheLiveDataagentreports.
SupervisorscanaccesstheLiveDatasupervisorreports.
GadgetsURLsforReportsThefollowingtabledisplaysgadgetsURLsforreports.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)20CiscoFinesseManageDesktopLayoutGadgetURLsTabIstheReportAvailableinDefaultLayoutReportViewReportsUsershttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=76D964AD10000140000000830A4E5E6F&filterId=AgentCSQStats.
csqName=CL&compositeFilterId=AgentCSQStats.
AgentIds.
agentId=loginIdHomeYesAgentCSQStatisticsReportAgentCSQStatisticsReportAgenthttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=420&viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.
agentID=loginIdMyStatisticsYesAgentStateLogReportAgentStateLogReportAgenthttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=150&viewId=67D4371110000140000001080A4E5E6B&filterId=ResourceIAQStats.
resourceId=loginIdMyStatisticsYesAgentStatisticsReportAgentStatisticsReportAgenthttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=5C626F9C10000140000000600A4E5B33&filterId=ResourceIAQStats.
resourceId=CLHomeYesAgentTeamSummaryReportAgentTeamSummaryReportAgenthttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=FD919FB9100001440000005D0A4E5B29&filterId=ResourceIAQStats.
resourceId=CLTeamDataNoReportsincemidnightAgentOutboundTeamSummaryReportSupervisorhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=FD919FB510000144000000470A4E5B29&filterId=ResourceIAQStats.
resourceId=CLTeamDataNoShortandlongtermaverageAgentOutboundTeamSummaryReportSupervisorhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=120&viewId=F2F1FC17100001440000014E0A4E5D48&filterId=ChatAgentStats.
agentId=CLTeamDataNoChatAgentStatisticsReportChatAgentStatisticsReportSupervisorhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=120&viewId=E42ED788100001440000007B0A4E5CA1&filterId=ChatQueueStatistics.
queueName=CLQueueDataNoChatCSQSummaryReportChatCSQSummaryReportSupervisorNoSupervisorCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)21CiscoFinesseManageDesktopLayoutGadgetURLsTabIstheReportAvailableinDefaultLayoutReportViewReportsUsershttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=5C90012F10000140000000830A4E5B33&filterId=ResourceIAQStats.
resourceId=CL—TeamStateReportTeamStateReporthttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=728283C210000140000000530A4E5B33&filterId=ResourceIAQStats.
resourceId=CLTeamDataYesReportsincemidnightTeamSummaryReportSupervisorhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=7291DCB410000140000000890A4E5B33&filterId=ResourceIAQStats.
resourceId=CLTeamDataYesShortandlongtermaverageTeamSummaryReportSupervisorhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=9A7A14CE10000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.
agentId=CL&compositeFilterId=VoiceCSQDetailsStats.
AgentVoiceCSQNames.
agentVoiceCSQName=CLQueueDataYesVoiceCSQAgentDetailReportVoiceCSQAgentDetailReportSupervisorhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=C8E2DB1610000140000000A60A4E5E6B&filterId=VoiceIAQStats.
esdName=CLQueueDataYesSnapshotVoiceCSQSummarySupervisorhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=C8EE241910000140000000C30A4E5E6B&filterId=VoiceIAQStats.
esdName=CLQueueDataYesShortandlongtermaverageVoiceCSQSummarySupervisorhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=C8EF510810000140000000EB0A4E5E6B&filterId=VoiceIAQStats.
esdName=CLQueueDataNoReportsincemidnightVoiceCSQSummarySupervisorGadgetsCustomizationYoucanuseoptionalqueryparametertoadjustheightofthegadgets.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)22CiscoFinesseManageDesktopLayoutQueryParameterhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=200&viewId=5C626F9C10000140000000600A4E5B33&filterId=ResourceIAQStats.
resourceId=CLAddLiveDataGadgetstoDesktopLayoutTheCiscoFinessedefaultlayoutXMLcontainscommentedXMLcodefortheLiveDatagadgetsavailableforCiscoFinessedesktop.
PerformthefollowingstepstoaddLiveDatagadgetstodesktoplayout:ProcedureStep1SignintoCiscoFinesseadministrationconsole.
CiscoFinessehomepageappears.
Step2ClicktheDesktopLayouttab.
Step3ClickFinesseDefaultLayoutXMLtoshowthedefaultlayoutXML.
Step4CopythegadgetURLforthereportyouwanttoaddfromLiveDataGadgets.
Example:ToaddtheAgentReport,copythefollowing:https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=150&viewId=67D4371110000140000001080A4E5E6B&filterId=ResourceIAQStats.
resourceId=loginIdStep5PastethegadgetURLwithinthetabtagswhereyouwantittoappear.
Example:Toaddthereporttothehometaboftheagentdesktop:Agent/desktop/gadgets/CallControl.
jsphomefinesse.
container.
tabs.
agent.
homeLabelhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=76D964AD10000140000000830A4E5E6F&filterId=AgentCSQStats.
csqName=CL&compositeFilterId=AgentCSQStats.
AgentIds.
agentId=loginIdhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=5C626F9C10000140000000600A4E5B33&filterId=ResourceIAQStats.
resourceId=CLhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=150&viewId=67D4371110000140000001080A4E5E6B&filterId=ResourceIAQStats.
resourceId=loginIdmyStatisticsfinesse.
container.
tabs.
agent.
myStatisticsLabelhttps://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=600&viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.
agentID=loginIdmanageCallfinesse.
container.
tabs.
agent.
manageCallLabelCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)23CiscoFinesseManageDesktopLayoutSupervisor/desktop/gadgets/CallControl.
jspStep6ClickSave.
CiscoFinessevalidatestheXMLfiletoensurethatitisvalidXMLsyntaxandconformstotheCiscoFinesseschema.
Step7Toverify,logintoCiscoFinesseagentdesktopasagent/CiscoFinessesupervisordesktopassupervisorandcheckthereports.
AddCustomizedLiveDataGadgetstoDesktopLayoutThisprocedureexplainshowtocreategadgetURLsforcustomizedLiveDatareports,whicharecopiedfromstockreports,andaddthemtodesktoplayout.
ThenewgadgetrendersthereportonlywhentheappropriatepermissiononthatreportisgiveninCiscoUnifiedIntelligenceCenter.
NoteProcedureStep1CopythegadgetURLofthestockreportthatyouwanttocustomizefromLiveDataGadgetsandpasteitinatexteditor.
Example:ConsidertheURLshownhereasthegadgetURL.
Copyandpasteitinatexteditor.
TheunderlinedIDisthevalueofviewID.
https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=5C626F9C10000140000000600A4E5B33&filterId=ResourceIAQStats.
resourceId=CLStep2InCiscoUnifiedIntelligenceCenter,intheEditviewofthecustomizedreport,selecttheviewforwhichyouwanttocreatethegadgetURLandthenclickLinks.
TheHTMLLinkfielddisplaysthepermalinkofthecustomizedreport.
Step3CopythepermalinkofthecustomizedreportfromtheHTMLLinkfieldandpasteitinatexteditor,thencopytheviewIDvaluefromthislink.
Example:CopytheunderlinedviewIDvaluefromthepermalinkofthecustomizedreport.
https://:8444/cuic/permalink/PermalinkViewer.
htmxviewId=5C90012F10000140000000830A4E5B33&linkType=htmlType&viewType=GridStep4ReplacetheviewIDvalueinthegadgetURLwiththeviewIDvaluefromthepermalinkofthecustomizedreport.
Example:CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)24CiscoFinesseManageDesktopLayoutThecustomizedgadgetURLappearsasshownhereafterreplacingtheviewIDvaluewiththeviewIDvalueofthecustomizedreport.
https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.
jspgadgetHeight=310&viewId=5C90012F10000140000000830A4E5B33&filterId=ResourceIAQStats.
resourceId=CLStep5AddthecustomizedgadgetURLtoDesktopLayoutintheFinesseadministrationconsoleandsave.
Step6LogintoFinessedesktopandcheckthereport.
ManagePhoneBooksOnthePhoneBookstaboftheCiscoFinesseadministrationconsole,youcancreateandmanageglobalandteamphonebooksandphonebookcontacts.
Globalphonebooksareavailabletoallagents;teamphonebooksareavailabletoagentsinthatspecificteam.
PhoneBooksandContactsFinessesupportsthefollowingnumberofphonebooks:10globalphonebooks50teamphonebooksThesystemsupportsatotalof1500contacts.
UsetheManagePhoneBooksgadgettoview,add,edit,ordeletephonebooksandphonebookcontacts.
ClicktheNameorAssignToheaderstosortthephonebooksinascendingordescendingorder.
ClickthelastName,FirstName,Number,orNoteheaderstosortthecontactsinascendingordescendingorder.
ThefollowingtabledescribesthefieldsontheManagePhoneBooksgadget.
ExplanationFieldThenameofthephonebook.
Thenamemustbeunique,andcanbeamaximumlengthof64alphanumericcharacters.
NameIndicatesifthephonebookisglobal(AllUsers)orteam(Teams).
AssignToThelastnameofacontact.
Thelastnamecanbeamaximumlengthof128characters.
Thisfieldisoptional.
LastNameThefirstnameofacontact.
Thefirstnamecanbeamaximumlengthof128characters.
Thisfieldisoptional.
FirstNameThephonenumberforthecontact.
Thephonenumbercanbe1-32characterslongandcannotbeblank.
NumberOptionaltextthatdescribesthecontact.
Thenotecanbeamaximumlengthof128characters.
NoteCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)25CiscoFinesseManagePhoneBooksActionsontheManagePhoneBooksgadget:New:AddanewphonebookorcontactEdit:EditanexistingphonebookorcontactDelete:DeleteaphonebookorcontactRefresh:ReloadthelistofphonebooksorcontactsfromtheserverImport:ImportalistofcontactstothephonebookExport:ExportalistofcontactsfromthephonebookAddPhoneBookProcedureStep1IntheManagePhoneBooksgadget,clickNew.
TheManagePhoneBooksareaappears.
Step2IntheNamebox,enteranameforthephonebook.
Phonebooknamescanbeamaximumlengthof64characters.
NoteStep3IntheAssignToboxdrop-downlist,selectAllUsersifthephonebookisglobalorTeamsifthephonebookisavailabletospecifiedteams.
Step4ClickSave.
EditPhoneBookProcedureStep1IntheManagePhoneBooksgadget,selectthephonebookyouwanttoedit.
Step2ClickEdit.
TheEditPhoneBooksareaappears.
Step3IntheNamefield,enterthenewnameforthephonebook.
Ifyouwanttochangewhocanaccessthephonebook,intheAssignTofielddrop-downlist,chooseAllUsersorTeams.
Step4ClickSave.
IfyouchangetheAssignTofieldfromTeamstoAllUsers,amessageappearsthatasksyoutoconfirmthechange.
ClickYestoconfirm.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)26CiscoFinesseManagePhoneBooksDeletePhoneBookProcedureStep1IntheManagePhoneBooksgadget,selectthephonebookthatyouwanttodelete.
Step2ClickDelete.
Aquestionappearsaskingyoutoconfirmthatyouwanttodeletetheselectedphonebook.
Step3ClickYestoconfirmthedeletionoftheselectedphonebook.
ImportContactsTheImportfunctionallowsyoutoreplaceallthecontactsinaphonebookwithanewlistofcontacts,ortopopulateanewphonebookwithcontacts.
Theimportlistmustbeinthespecifiedcommaseparatedvalues(CSV)format,andcancontainamaximumof1500contacts.
Importliststhatcontainmorethan1500contactsarerejectedwithanerrormessage.
TheCSVfilecontainsthefieldsdescribedinthefollowingtable.
PermittedCharactersCanBeBlankMaxLengthFieldAlphanumericcharactersTheCSVfilethatcontainsthecontactstoimportmustuseLatinencoding.
NoteYes128FirstNameYes128LastNameNo32PhoneNumberYes128NotesThefollowingisanexampleofaphonebookCSVfile:"FirstName","LastName","PhoneNumber","Notes""Amanda","Cohen","6511234","""Nicholas","Knight","612-555-1228","Sales""Natalie","Lambert","952-555-9876","Benefits""Joseph","Stonetree","651-555-7612","Manager"AphonebookCSVfilemustconformtothisformatandincludetheheadersinthefirstline.
Duringimport,thefileisscannedforillegalcharacters.
Ifanyarefound,theyarereplacedwithquestionmarks.
ExportedCSVfilesalwaysshoweachfieldenclosedindoublequotes,asintheprecedingexample,toensurethatanycommasordoublequotesthatarepartoftheactualfileddataarenotmistakenforfielddelimiters.
Ifyourdatadoesnotincludethesecharacters,youcanomitthedoublequotesinfilesyouprepareforimporting.
NoteCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)27CiscoFinesseManagePhoneBooksProcedureStep1IntheManagePhoneBooksgadget,selectthephonebookintowhichyouwanttoimportalistofcontacts.
Step2ClickImport.
TheImportContactsareaappears.
Step3ClickBrowseandnavigatetothelocationoftheCSVfilecontainingthecontactsyouwanttoimport.
TheCSVfilemustuseLatinencoding.
NoteStep4ClickOK.
ExportContactsTheExportfunctionallowsyoutoextractalistofcontactsfromanexistingphonebook.
TheexportedlistissavedinCSVformat.
ProcedureStep1IntheManagePhoneBooksgadget,selectthephonebookthatcontainsthecontactsyouwanttoexport.
Step2ClickExport.
Amessageisdisplayedaskingifyouwanttoopenorsavethefile.
ThedefaultnameforanexportfileisPhoneBookContacts.
csv.
NoteStep3ClickOpentoopentheCSVfileinExcel,orclicktheSavedrop-downlistandchooseSave,Saveas,orSaveandopen,asdesired.
Step4Amessageappearsthatgivesyoutheoptiontoviewthedownloadedfile,openthefolderintowhichthedownloadwassaved,viewtheInternetExplorerViewDownloadswindow,ordismissthemessagewithoutviewingthefile.
AddContactProcedureStep1IntheManagePhoneBooksgadget,selectthephonebooktowhichyouwanttoaddacontact.
TheListofContactsforareaappears.
Step2ClickNew.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)28CiscoFinesseManagePhoneBooksTheNewContactareaappears.
Step3Completethefields.
TheFirstName,LastName,andNotefieldsareoptionalandhaveamaximumlengthof128characters.
TheNumberfieldisrequiredandhasamaximumlengthof32characters.
Step4ClickSave.
EditContactProcedureStep1IntheManagePhoneBooksgadget,selectthephonebookthatcontainsthecontactyouwanttoedit.
TheListofContactsforareaappears.
Step2Selectthecontactyouwanttoedit.
Step3ClickEdit.
TheEditContactareaappears.
Step4Editthefieldsthatyouwanttochange.
TheFirstName,LastName,andNotefieldsareoptionalandhaveamaximumlengthof128characters.
TheNumberfieldisrequiredandhasamaximumlengthof32characters.
Step5ClickSave.
DeleteContactProcedureStep1IntheManagePhoneBooksgadget,selectthephonebookthatcontainsthecontactyouwanttodelete.
TheListofContactsforareaappears.
Step2Selectthecontactthatyouwanttodelete.
Step3ClickDelete.
Aquestionappearsaskingyoutoconfirmthatyouwanttodeletetheselectedcontact.
Step4ClickYestoconfirmthedeletionoftheselectedcontact.
ManageReasonsTheReasonstabontheCiscoFinesseadministrationconsoleallowsyoutoview,add,edit,anddeleteNotReadyreasoncodes,SignOutreasoncodes,andWrap-Upreasons.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)29CiscoFinesseManageReasonsCertainreasoncodesarereservedandcannotbeused.
ForUnifiedCCXsystems,thesereservedreasoncodesareasfollows:0,22,and33.
NoteNotReadyReasonCodesNotReadyreasoncodesrepresentreasonsthatagentscanselectwhentheychangetheirstatetoNotReady.
UsetheManageReasonCodes(NotReady)gadgettoview,add,edit,ordeleteNotReadyreasoncodes.
ClicktheReasonLabelorReasonCodeheaderstosorttheNotReadyreasoncodesbylabelorreasoncodeinascendingordescendingorder.
ClicktheGlobalheadertosortreasoncodesbywhethertheyareglobal(Yes)ornot(No).
NotReadyreasoncodescanbeglobal(visibletoallagents)orteam(visibleonlytoagentsonspecifiedteams).
Finessesupportsatotalof200NotReadyreasoncodes.
Thisincludesamaximumof100globalNotReadyreasoncodes,and100NotReadyteamreasoncodes.
Theteamreasoncodescanbemappedtoanyteam,andthesamereasoncodecanbemappedtomultipleteams.
NoteThefollowingtabledescribesthefieldsontheManageReasonCodes(NotReady)gadget.
ExplanationFieldThelabelfortheNotReadyreasoncode.
ReasonLabelThelabelhasamaximumlengthof40charactersandshouldbeuniqueforeachNotReadyreasoncode.
Bothalphanumericandspecialcharactersaresupported.
AcodefortheNotReadyreason.
ReasonCodeThevalueofthecodemustbebetween1and999andmustbeunique.
Yes/No.
Indicatesifthereasoncodeisavailablegloballytoallagents(Yes)ortospecificteamsofagents(No).
GlobalInpreviousreleases,FinessedidallowyoutocreatemultipleNotReadyreasoncodeswiththesamecodeorwithcodevaluesgreaterthan999.
Ifyouupgradedfromapreviousrelease,youmayhaveNotReadyreasoncodesinyourdatabasethatviolatethenewrules.
Afteryoucompletetheupgrade,findthecodesandeditthemtogivethemuniquevalueswithinthesupportedrange.
YoucanfindthecodesbyclickingontheReasonCodeheadertosortthecodesbytheirvalue.
NoteActionsontheManageReasonCodes(NotReady)gadget:New:AddanewNotReadyreasoncodeEdit:EditanexistingNotReadyreasoncodeDelete:DeleteaNotReadyreasoncodeCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)30CiscoFinesseManageReasonsRefresh:ReloadthelistofNotReadyreasoncodesfromtheserverWhenyouadd,edit,ordeleteaNotReadyreasoncode,thechangesyoumaketakeeffectontheFinessedesktopafterthreeseconds.
However,agentswhoaresignedinwhenthechangesaremademustsignoutandsignbackintoseethosechangesreflectedontheirdesktops.
NoteWhenanagentsignsintotheFinessedesktop,theagentstateissettoNotReady.
TheagentcanthenchoosetogotoReadystatusorchoosefromoneoftheconfiguredNotReadyreasoncodesfromtheagentstatedrop-downlist.
IfanagentwantstochangefromReadytoNotReadystatus,thatagentcanchoosetheappropriateNotReadyreasoncodefromthelistofconfiguredcodes.
Anagentwhoisonacallcanselectastatetobeappliedwhenthecalliscomplete.
Forexample,ifanagentwantstobeinNotReadystatewhenthecallends,thatagentcanchooseNotReadyfromthedrop-downlistwhilestillonthecall.
TheFinessedesktopshowstheagentinTalkingstateandapendingstateofNotReady.
Pendingstatechangesappearonthedesktopwhiletheagent'sstateisTalking(forexample,onhold,inaconsultcall,conference,orsilentmonitorcall).
AddNotReadyReasonCodePerformthefollowingproceduretoaddanewNotReadyreasoncode.
ProcedureStep1IntheManageReasonCodes(NotReady)gadget,clickNew.
TheNewReasonCodeareaappears.
Step2IntheReasonLabelbox,enteralabelforthereasoncode.
NotReadyreasoncodelabelsarelimitedto40characters.
NoteStep3IntheReasonCodebox,enterareasoncode.
Thecodemustbebetween1and999andmustbeunique.
Ensuretherearenoleadingortrailingspaces.
NoteStep4Ifthereasoncodeisglobal,selecttheGlobalcheckbox.
Ifthereasoncodeisspecifictoateam,cleartheGlobalcheckbox.
Bydefault,theGlobalcheckboxisselected.
NoteStep5ClickSave.
TheFinesseserverremovesleadingortrailingspacesbeforesavingtheReasonLabelinthedatabase.
NoteEditNotReadyReasonCodePerformthefollowingproceduretoeditthelabelorcodeforanexistingNotReadyreasoncode.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)31CiscoFinesseManageReasonsProcedureStep1IntheManageReasonCodes(NotReady)gadget,selectthereasoncodethatyouwanttoedit.
Step2ClickEdit.
TheEditReasonCodeareaappears.
Step3IfyouwanttochangethelabelfortheNotReadyreasoncode,intheReasonLabelfield,enteranewlabelforthereasoncode.
Ifyouwanttochangethecode,intheReasonCodefield,enterthenewcode.
Ifyouwanttochangewhohasaccesstothecode,selectorcleartheGlobalcheckbox.
Step4ClickSave.
DeleteNotReadyReasonCodeAnerrormayoccurifanagentselectsaNotReadyreasoncodeafterithasbeendeleted.
AgentswhoaresignedinwhenyoumakechangestoNotReadyreasoncodesmustsignoutandsignbackintoseethosechangesreflectedontheirdesktops.
NotePerformthefollowingproceduretodeleteaNotReadyreasoncode.
ProcedureStep1IntheManageReasonCodes(NotReady)gadget,selecttheNotReadyreasoncodethatyouwanttodelete.
Step2ClickDelete.
Aquestionappearsaskingyoutoconfirmthatyouwanttodeletetheselectedreasoncode.
Step3ClickYestoconfirmthedeletionoftheselectedreasoncode.
SignOutReasonCodesSignOutreasoncodesrepresentreasonsthatagentscanselectwhentheysignoutoftheFinessedesktop.
UsetheManageReasonCodes(SignOut)gadgettoview,add,edit,ordeleteSignOutreasoncodes.
ClicktheReasonLabelorReasonCodeheaderstosorttheSignOutreasoncodesbylabelorbyreasoncode,inascendingordescendingorder.
ClicktheGlobalheadertosortthereasoncodesbywhethertheyareglobal(Yes)ornot(No).
SignOutreasoncodescanbeglobal(visibletoallagents)orteam(visibleonlytoagentsonspecifiedteams).
Finessesupportsatotalof200SignOutreasoncodes.
Thisincludesamaximumof100globalSignOutreasoncodes,and100SignOutteamreasoncodes.
Theteamreasoncodescanbemappedtoanyteam,andthesamereasoncodecanbemappedtomultipleteams.
NoteCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)32CiscoFinesseManageReasonsThefollowingtabledescribesthefieldsontheManageReasonCodes(SignOut)gadget.
ExplanationFieldThelabelfortheSignOutreasoncode.
ReasonLabelThelabelhasamaximumlengthof40charactersandshouldbeuniqueforeachSignOutreasoncode.
Bothalphanumericandspecialcharactersaresupported.
AcodefortheSignOutreason.
ReasonCodeThecodemustbebetween1and999andmustbeunique.
Yes/No.
Indicatesifthereasoncodeisavailablegloballytoallagents(Yes)ortospecificteamsofagents(No).
GlobalInpreviousreleases,FinessedidallowyoutocreatemultipleSignOutreasoncodeswiththesamecodeorwithcodevaluesgreaterthan999.
Ifyouupgradedfromapreviousrelease,youmayhaveSignOutreasoncodesinyourdatabasethatviolatethenewrules.
Afteryoucompletetheupgrade,findthecodesandeditthemtogivethemuniquevalueswithinthesupportedrange.
YoucanfindthecodesbyclickingontheReasonCodeheadertosortthecodesbytheirvalue.
NoteActionsontheManageReasonCodes(SignOut)gadget:New:AddanewSignOutreasoncodeEdit:EditanexistingSignOutreasoncodeDelete:DeleteaSignOutreasoncodeRefresh:ReloadthelistofSignOutreasoncodesfromtheserverWhenyouadd,edit,ordeleteaSignOutreasoncode,thechangesyoumaketakeeffectontheFinessedesktopafterthreeseconds.
However,agentswhoaresignedinwhenthechangesaremademustsignoutandsignbackintoseethosechangesreflectedontheirdesktops.
NoteWhenanagentclicksSignOutonthedesktop,anyconfiguredSignOutcodesappearinadrop-downlist.
Theagentcanthenchoosethecodethatrepresentswhythatagentissigningout.
AddSignOutReasonCodePerformthefollowingproceduretoaddanewSignOutreasoncode.
ProcedureStep1IntheManageReasonCodes(SignOut)gadget,clickNew.
TheNewReasonCodeareaappears.
Step2IntheReasonLabelbox,enteralabelforthereasoncode.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)33CiscoFinesseManageReasonsSignOutreasoncodelabelsarelimitedto40characters.
NoteStep3IntheReasonCodebox,enterareasoncode.
Thecodemustbebetween1and999andmustbeunique.
Ensuretherearenoleadingortrailingspaces.
NoteStep4Ifthereasoncodeisglobal,selecttheGlobalcheckbox.
Ifthereasoncodeisspecifictoateam,cleartheGlobalcheckbox.
Bydefault,theGlobalcheckboxisselected.
NoteStep5ClickSave.
EditSignOutReasonCodePerformthefollowingproceduretoeditthelabelorcodeforanexistingSignOutreasoncode.
ProcedureStep1IntheManageReasonCodes(SignOut)gadget,selectthereasoncodethatyouwanttoedit.
Step2ClickEdit.
TheEditReasonCodeareaappears.
Step3IfyouwanttochangethelabeloftheSignOutreasoncode,intheReasonLabelfield,enteranewlabelforthereasoncode.
Ifyouwanttochangethecode,intheReasonCodefield,enterthenewcode.
Ifyouwanttochangewhohasaccesstothecode,selectorcleartheGlobalcheckbox.
Step4ClickSave.
DeleteSignOutReasonCodeAnerrormayoccurifanagentselectsaSignOutreasoncodeafterithasbeendeleted.
AgentswhoaresignedinwhenyoumakechangestoSignOutreasoncodesmustsignoutandsignbackintoseethosechangesreflectedontheirdesktops.
NotePerformthefollowingproceduretodeleteaSignOutreasoncode.
ProcedureStep1IntheManageReasonCodes(SignOut)gadget,selecttheSignOutreasoncodethatyouwanttodelete.
Step2ClickDelete.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)34CiscoFinesseManageReasonsAquestionappearsaskingyoutoconfirmthatyouwanttodeletetheselectedreasoncode.
Step3ClickYestoconfirmthedeletionoftheselectedSignOutreasoncode.
Wrap-UpReasonsWrap-Upreasonsrepresentthereasonsthatagentscanapplytocalls.
AWrap-Upreasonindicateswhyacustomercalledthecontactcenter.
Forexample,youmayhaveoneWrap-Upreasonforsalescallsandanotherforsupportcalls.
YoucanconfigureWrap-Upreasonstobeavailablegloballytoallagentsoronlytospecificteams.
UsetheManageWrap-UpReasonsgadgettoview,add,edit,ordeleteWrap-Upreasons.
ClicktheReasonLabelheadertosorttheWrap-Upreasonsinascendingordescendingorder.
Finessesupportsamaximumof100globaland100teamWrap-Upreasons.
NoteFinessesupportswrap-upfunctionalityonlyforincomingcallsandOutboundOptionDialerCalls(FinessedoesnotsupportOutboundOptionDirectPreviewmode).
Finessedoesnotsupportwrap-upforoutgoingcallsplacedbyagents.
Ifanagentisconfiguredforwrap-upandselectsapendingstateduringacall,whenthecallfinishesthatagentgoesintowrap-upandnotthependingstateselectedduringthecall.
Theagentcanendwrap-upbyeitherselectinganewstate(ReadyorNotReady)orlettingthewrap-uptimerexpire.
Iftheagentselectsanewstate,thenewstateoverridesthependingstateselectedduringthecall.
Ifthewrap-uptimerexpires,theagenttransitionstothependingstate.
NoteThefollowingtabledescribesthefieldsontheManageWrap-UpReasonsgadget.
ExplanationFieldThelabelfortheWrap-Upreason.
ReasonLabelThislabelmustbeuniqueforeachWrap-Upreasonandhasamaximumlengthof39bytes(whichequals39USEnglishcharacters).
Bothalphanumericandspecialcharactersaresupported.
Yes/No.
IndicatesiftheWrap-Upreasonisavailablegloballytoallagents(Yes)ortospecificteamsofagents(No).
GlobalActionsontheManageWrap-UpReasonsgadget:New:AddanewWrap-UpreasonEdit:EditanexistingWrap-UpreasonDelete:DeleteaWrap-UpreasonRefresh:ReloadthelistofWrap-UpreasonsfromtheserverCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)35CiscoFinesseManageReasonsWhenyouadd,edit,ordeleteaWrap-Upreason,thechangesyoumaketakeeffectontheagentorsupervisordesktopafterthreeseconds.
However,agentswhoaresignedinwhenthechangesaremademustsignoutandsignbackintoseethosechangesreflectedontheirdesktops.
NoteAddWrap-UpReasonPerformthefollowingproceduretoaddanewWrap-Upreason.
ProcedureStep1IntheManageWrap-UpReasonsgadget,clickNew.
TheNewWrap-UpReasonareaappears.
Step2IntheReasonLabelfield,addalabelfortheWrap-Upreason.
Wrap-Upreasonlabelsarelimitedto39bytes.
NoteStep3IftheWrap-Upreasonisglobal,selecttheGlobalcheckbox.
IftheWrap-Upreasonisspecifictoateam,cleartheGlobalcheckbox.
Bydefault,theGlobalcheckboxisselected.
NoteStep4ClickSave.
EditWrap-UpReasonPerformthefollowingproceduretoeditanexistingWrap-Upreason.
ProcedureStep1IntheManageWrap-UpReasonsgadget,selecttheWrap-Upreasonthatyouwanttoedit.
Step2ClickEdit.
TheEditWrap-UpReasonareaappears.
Step3IntheWrap-UpReasonLabelfield,enterthenewlabelfortheWrap-Upreason.
IfyouwanttochangewhohasaccesstotheWrap-Upreason,selectorcleartheGlobalcheckbox.
Step4ClickSave.
DeleteWrap-UpReasonPerformthefollowingproceduretodeleteaWrap-Upreason.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)36CiscoFinesseManageReasonsProcedureStep1IntheManageWrap-UpReasonsgadget,selecttheWrap-Upreasonthatyouwanttodelete.
Step2ClickDelete.
AquestionappearsaskingyoutoconfirmthatyouwanttodeletetheselectedWrap-Upreason.
Step3ClickYestoconfirmthedeletionoftheselectedWrap-Upreason.
ManageTeamResourcesYoucanassignphonebooks,reasoncodes,wrap-upreasons,customdesktoplayouts,andworkflowstoteamsontheTeamResourcestaboftheadministrationconsole.
TeamResourcesUsetheManageTeamResourcesgadgetontheTeamResourcestaboftheCiscoFinesseadministrationconsoletoassignandunassignphonebooks,reasons,customdesktoplayouts,andworkflowstoteams.
ClicktheNameorIDheadertosorttheteamsinascendingordescendingorder.
TheManageTeamResourcesgadgetcontainssixtabs,eachenablingyoutoassignorunassignresourcestoateam.
Thetabsaredefinedinthefollowingtable.
DescriptionTabNameUsethistabtocustomizethedesktoplayoutfortheteam.
ThedefaultlayoutisdefinedintheManageDesktopLayoutgadget.
Youcandefineonecustomlayoutfortheteam.
DesktopLayoutCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)37CiscoFinesseManageTeamResourcesDescriptionTabNameUsethistabtoassign/unassignphonebookstotheteam.
OnlyphonebooksthataredefinedintheManagePhoneBooksgadgetasavailabletoteamsareavailableforassignment.
PhoneBooksUsethistabtoassign/unassignNotReadyreasoncodestotheteam.
OnlyNotReadyreasoncodesthataredefinedintheManageReasonCodes(NotReady)gadgetasavailabletoteams(notglobal)areavailableforassignment.
ReasonCodes(NotReady)Usethistabtoassign/unassignSignOutreasoncodestotheteam.
OnlySignOutreasoncodesthataredefinedintheManageReasonCodes(SignOut)gadgetasavailabletoteams(notglobal)areavailableforassignment.
ReasonCodes(SignOut)Usethistabtoassign/unassignWrap-Upreasonstotheteam.
OnlyWrap-UpreasonsthataredefinedintheManageWrap-UpReasonsgadgetasavailabletoteams(notglobal)areavailableforassignment.
Wrap-UpReasonsUsethistabtoassign/unassignworkflowstotheteam.
OnlyworkflowsthataredefinedintheManageWorkflowsgadgetareavailableforassignment.
WorkflowsActionsontheManageTeamResourcesgadget:Add:Assignaphonebook,reason,orworkflowtotheteamSave:Savethephonebook,reason,desktoplayoutassignment,orworkflowtotheteamRevert:CancelanychangesmadebeforetheyaresavedRefresh:RefreshthelistofteamsIfyouselectateamandthenclickRefresh,theteamisde-selectedandtheResourcesareaforthatteamdisappears.
Thelistofteamsisrefreshedandyoumustselectateamagain.
NoteAssignPhoneBooksandReasonstoTeamProcedureStep1IntheManageTeamResourcesgadget,selectateam.
Tabsforeachavailableresourceappear.
Step2Clickthetabfortheresourceyouwanttoassignfortheselectedteam.
TheListofareaappears.
Step3ClickAdd.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)38CiscoFinesseManageTeamResourcesTheAddpopupappears.
Step4Selectoneormoreresourcesfromthelisttoassignthemtotheteam.
ResourcesyouassignarehighlightedinblueintheAddpopupandaddedtotheListofarea.
Step5Whenyouhasfinishedassigningresources,clickSave.
Youcanmakechangesonallresourcetabsandthensavethematthesametime.
Ifthereisanerrorononeresourcetabbutnotothers,thechangesonthetabswithnoerrorsaresavedwhilethechangesonthetabwitherrorsarenotsaved.
NoteUnassignPhoneBooksandReasonsfromTeamProcedureStep1IntheManageTeamResourcesgadget,selectateam.
Tabsforeachavailableresourceappear.
Step2Clickthetabfortheresourceyouwanttounassignfromtheselectedteam.
TheListofareaappears.
Step3ClicktheredXnexttotheresourceyouwanttounassign.
Step4ClickSave.
AssignCustomDesktopLayouttoTeamPerformthefollowingproceduretocreateandassignacustomdesktoplayouttoateam.
ProcedureStep1IntheManageTeamResourcesgadget,selectateam.
Tabsforeachavailableresourceappear.
Step2ClicktheDesktopLayouttab.
TheDesktopLayoutXMLareaappears.
TheareacontainsthedefaultdesktoplayoutXML.
Step3SelecttheOverrideSystemDefaultcheckbox.
TheXMLbecomeseditable.
Step4EdittheXMLasdesired.
Step5ClickSave.
Thecustomdesktoplayoutreplacesthedefaultdesktoplayoutfortheteamafter10seconds.
Ifasupervisororagentissignedinwhenthechangeissaved,thechangedoesnotgointoeffectontheirdesktopuntilthesupervisororagentsignsoutandsignsinagain.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)39CiscoFinesseManageTeamResourcesIfyoucleartheOverrideSystemDefaultcheckbox,anychangesyoumadetotheXMLarelostandtheXMLintheeditingpanerevertstothedefaultdesktoplayoutXML.
NoteAssignWorkflowstoTeamProcedureStep1IntheManageTeamResourcesgadget,selectateam.
Tabsforeachavailableresourceappear.
Step2ClicktheWorkflowstab.
TheListofWorkflowsareaappears.
Step3ClickAdd.
TheAddWorkflowpopupappears.
Step4Selectoneormoreworkflowsfromthelisttoassignthemtotheteam.
WorkflowsyouassignarehighlightedinblueintheAddWorkflowspopupandaddedtotheListofWorkflowsarea.
Step5Workflowsareexecutedintheorderinwhichtheyarelisted.
Usetheupanddownarrowstomoveaselectedworkflowtothedesiredpositioninthelist.
Step6Whenyouhasfinishedassigningworkflows,clickSave.
Youcanmakechangesonallresourcetabsandthensavethematthesametime.
Ifthereisanerrorononeresourcetabbutnotothers,thechangesonthetabswithnoerrorsaresavedwhilethechangesonthetabwitherrorsarenotsaved.
NoteUnassignWorkflowsfromTeamProcedureStep1IntheManageTeamResourcesgadget,selectateam.
Tabsforeachavailableresourceappear.
Step2ClicktheWorkflowstab.
TheListofWorkflowsareaappears.
Step3ClicktheredXnexttotheworkflowyouwanttounassign.
Step4ClickSave.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)40CiscoFinesseManageTeamResourcesManageWorkflowsOntheWorkflowstaboftheCiscoFinesseadministrationconsole,youcancreateandmanageworkflowsandworkflowactions.
WorkflowsandWorkflowActionsYoucanuseworkflowstoautomatecommonrepetitiveagenttasks.
Aworkflowhasauniquenameandahelpfuldescription.
UsetheManageWorkflowsandManageWorkflowActionsgadgetstoview,add,edit,ordeleteworkflowsandworkflowactions.
Allworkflowsareteam-levelworkflows.
Youcannotcreateaglobalworkflow.
Ifyouneedaglobalworkflow,createateamworkflowandassignittoallteams.
Finessesupportsthefollowingnumberofworkflowsandworkflowactions:100workflowsperFinessesystem100actionsperFinessesystem20workflowsperteam5conditionsperworkflow5actionsperworkflow5variablesperactionClickthecolumnheaderstosortworkflowsandworkflowactionsinascendingordescendingorder.
ThefollowingtabledescribesthefieldsontheManageWorkflowsgadget.
ExplanationFieldThenameoftheworkflow.
Thenamemustbeuniqueandcanbeamaximumlengthof40characters.
NameThedescriptionoftheworkflow.
Thedescriptioncanbeamaximumlengthof128characters.
DescriptionThefollowingtabledescribesthefieldsontheManageWorkflowActionsgadget.
ExplanationFieldThenameoftheworkflowaction.
Thenamemustbeuniqueandcanbeamaximumlengthof64characters.
NameThetypeofworkflow.
PossiblevaluesareBrowserPop,HTTPRequest.
TypeActionsontheManageWorkflowsandManageWorkflowActionsgadgets:New:AddanewworkfloworworkflowactionCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)41CiscoFinesseManageWorkflowsEdit:EditanworkfloworworkflowactionDelete:DeleteaworkfloworworkflowactionRefresh:ReloadthelistofworkflowsorworkflowactionsfromtheserverYoucanconfigureworkflowactionstobehandledbytheFinessedesktoporinathird-partygadget.
Athird-partygadgetcanbedesignedtohandletheactiondifferentlythanFinessedoes.
Eachworkflowmustcontainonlyonetrigger.
TriggersarebasedonFinessedialogevents.
Dialogeventsincludethefollowing:WhenacallarrivesWhenacallisansweredWhenacallendsWhenmakingacallTheworkflowengineusesthefollowingsimplelogictodeterminewhethertoexecuteaworkflow:Todeterminewhetheraworkflowshouldexecute,itstriggersetandconditionsareevaluatedagainsteachdialogeventreceived.
Theworkflowengineprocessesworkfloweventsforthefirstcallthatmatchesanyconfiguredworkflow'striggersetandconditions.
Nootherworkflowsrununtilthiscallhasended.
Iftheagentacceptsasecondcallwhilestillonthefirstcall,workflowsdonotrunonthesecondcallevenafterthefirstcallhasended.
Afteraworkflowforaparticulartriggertype(forexample,CallArrives)executes,itnevertriggersagainforthesamedialogID.
Theworkflowenginecachesworkflowsforanagentwhentheagentsignsin.
Workflowsdonotchangefortheagentuntiltheagentsignsoutandsignsinagainorrefreshesthebrowser.
Workflowsthattriggerwhenacallarrives,whenacallisanswered,orwhenmakingacallrunwheneverthebrowserisrefreshed.
Whenanagentrefreshesthebrowser,theworkflowengineseesthecallasnewlyarrivedornewlymade.
IfanHTTPrequestactionispartoftheworkflow,theHTTPrequestissentwhentheagentrefreshesthebrowser.
ApplicationsthatreceivetheHTTPrequestsmustaccountforthisscenario.
Otherwise,undesiredresultsmayoccur.
NoteAnexampleofaworkflowisaCallArrivaleventthattriggersanactionthatcollectsinformationfromthedialogevent(forexample,theANIorcustomerinformation)anddisplaysawebpagecontainingcustomerinformation.
Youcanfiltertriggereventsbythevalueofthedatathatcomesintheevent.
Youcanconfigureaworkflowtoexecuteifanyconditionsaremetorifallconditionsaremet.
Individualconditionsconsistofthefollowing:Apieceofeventdatatobeexamined,forexample,DNISorcallvariablesAcomparisonbetweentheeventdataandenteredvalues(forexample,contains,isequalto,isnotequalto,beginswith,endswith,isempty,isnotempty,andisinlist)Whenthetriggeranditsconditionsaresatisfied,alistofactionsassignedtotheworkflowareexecuted.
Theactionsexecuteintheorderinwhichtheyarelisted.
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0(1)42CiscoFinesseManageWorkflowsWorkflowsrunonlyforagentsandsupervisorswhoareFinesseusers.
TheWorkflowEngineisaJavaScriptlibrarythatrunsclient-sideonaper-userbasiswithintheFinessedesktopapplication.
Thedesktopretrievestheworkflowstoexecuteforauserfromtheserverwhentheusersignsinorrefreshesthebrowser.
Changesmadetoaworkfloworitsactionswhileauserissignedinarenotautomaticallypushedtothatuser.
NoteItispossibletosetworkflows,conditions,andactionsthatarecontradictorysothataworkfloworactioncannotfunction.
Workflowsarenotvalidated.
Ifmultipleworkflowsareconfiguredforateam,theWorkflowEngineevaluatesthemintheconfiguredorder.
TheWorkflowEngineignoresworkflowswithnoactions.
WhentheWorkflowEnginefindsaworkflowwithamatchingtriggerfortheeventandtheworkflowconditionsevaluatetotrue,thenthatworkflowistheoneusedandsubsequentworkflowsinthelistarenotevaluated.
Workflowswithnoconditionsevaluatetotrueiftheeventmatchestheworkflowtrigger.
Allworkflowsareenabledbydefault.
Onlyoneworkflowforaspecificusercanrunatatime.
TheWorkflowEngineretrievesdialog-basedvariablesusedinworkflowconditionsfromthedialogthattriggeredtheworkflow.
Ifavariableisnotfoundinthedialog,thenitsvalueisassumedtobeempty.
TheWorkflowEngineexecutestheactionsassociatedwiththematchedworkflowintheorderinwhichtheyarelisted.
TheWorkflowEngineexecutesactionsinaworkflowevenifthepreviouslyexecutedactionfails.
Failedactionsarelogged.
TheFinesseservercontrolswhichcallsaredisplayedtotheFinesseuser.
Iftheuserhasmultiplecalls,theworkflowappliesonlytothefirstcallthatmatchesatrigger.
Ifthefirstcalldisplayeddoesnotmatchanytriggersbutthesecondcalldoesmatchatrigger,theWorkflowEngineevaluatesandprocessesthetriggersforthesecondcall.
AcallisconsideredtobethefirstdisplayedcallifitistheonlycallontheFinessedesktopwhenitappears.
Iftwocallsonaphonearemerged(astheyareinaconferencecall),thenthefirstdisplayedcallflagvalueofthesurvivingcallisused.
Iftheuserhasacallwhentheuserrefreshesthebrowser,theWorkflowEngineevaluatesthecallasitis.
Ifthedialogdata(callvariablevalues)change,thedatamaynotmatchthetriggerandconditionsoftheoriginalworkflow.
Thedatamaymatchadifferentworkflowornoworkflowsatall.
Iftheuserhasmultiplecallswhentheuserrefreshesthebrowser,theWorkflowEnginetreatsthefirstdialogreceivedfromtheFinesseserverasthefirstdisplayedcall.
Thiscallisnotnecessarilythesamecallthatwasthefirstdisplayedcallbeforethebrowserrefresh.
Dialogsreceivedforanyothercallareignoredbecausetheyarenotconsideredfirstdisplayedcalls.
IfdialogsformorethanonecallarereceivedbeforetheWorkflowEngineisloadedafterthebrowserrefresh,nodialogsareevaluatedbecausenoneareconsideredfirstdisplayedcalls.
WorkflowsrunforbothFinesseagentsandsupervisors.
Theteamtowhichthesupervisorbelongs(asdistinguishedfromtheteamthatthesupervisormanages)determineswhichworkflowsrunforthesupervisor.
Youmaywanttoputthesupervisorsintheirownteamtokeepagentworkflowsfrombeingrunforthem.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)43CiscoFinesseManageWorkflowsWorkflowTriggersandOutboundCallsWhenyoucreateaworkflowspecificallyforOutboundOptioncalls,addaconditionofBAStatusisnotempty(exceptfortheWorkflowTrigger'Whenacallarrives'asBAStatuswillbeemptyatthatpointoftime).
ThisconditionensuresthattheworkflowcandistinguishOutboundOptioncallsfromagent-initiatedoutboundcalls.
NoteThefollowingtableillustrateswhenworkflowstriggerinoutboundcallscenarios.
ProgressiveorPredictiveOutboundCallDirectPreviewOutboundCallWorkflowTriggerDoesnottrigger.
Whentheagentpreviewsthecall(beforetheagentacceptsorrejectsthecall).
WhilepreviewingacallDoesnottrigger.
Whentheagentacceptsthecall.
WhenacallarrivesWhenthecustomeranswersthecall.
Iftheagentconferencesinanotheragentortransfersthecall,theworkflowtriggersfortheagentwhoistherecipientoftheconferenceortransfer.
Whenthecustomeranswersthecall.
Iftheagentconferencesinanotheragentortransfersthecall,theworkflowtriggersfortheagentwhoistherecipientoftheconferenceortransfer.
WhenacallisansweredWhenthecustomercallisinitiatedorwhenfailoveroccursduringthecall.
Whenthecustomercallisinitiated.
WhenacallismadeWhenthecustomercallends.
Whenthecustomercallends.
WhenacallendsAddBrowserPopWorkflowActionTheBrowserPopworkflowactionopensabrowserwindowortabontheuser'sdesktopwhenworkflowconditionsaremet.
Whethertheactionopensanewwindowortabonthedesktopdependsonthetargetuser'sbrowsersettings.
NoteProcedureStep1IntheManageWorkflowActionsgadget,clickNew.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)44CiscoFinesseManageWorkflowsTheNewActionareaappears.
Step2IntheNamebox,enteranamefortheaction.
Workflowactionnamesarelimitedto64characters.
NoteStep3FromtheTypedrop-downlist,selectBrowserPop.
Step4FromtheHandledBydrop-downlist,selectwhatwillexecutetheaction,eithertheFinesseDesktoporOther(athird-partygadget).
Step5IntheWindowNamebox,enterthenamethatservesastheIDofthewindowthatisopened.
Anyactionthatusesthiswindownamereusesthatspecificwindow.
Windownamesarelimitedto40characters,andcanbeblank.
Ifyouleavethewindownameblank,anewwindowopenseverytimetheactionruns.
NoteStep6EntertheURLofthebrowserwindowtoopen,andthenclickthetagiconattherightoftheboxandselectoneormorevariablesfromthedrop-downlisttoaddtags.
Example:Foreveryvariableyouselect,youcanentertestdataintheSampleDatabox.
AsampleURLisautomaticallybuiltintheBrowserURLboxbelowtheSampleDataarea.
TotesttheURL,clickOpentoopentheURLinyourbrowser.
FinessedoesnotvalidatetheURLyouenter.
NoteStep7ClickSave.
AddHTTPRequestWorkflowActionTheHTTPRequestworkflowactionmakesanHTTPrequesttoanAPIonbehalfofthedesktopuser.
ProcedureStep1IntheManageWorkflowActionsarea,clickNew.
TheNewActionareaappears.
Step2IntheNamebox,enteranamefortheaction.
Aworkflowactionnamecancontainamaximumof64characters.
Step3FromtheTypedrop-downlist,selectHTTPRequest.
Step4FromtheHandledBydrop-downlist,selectwhatwillexecutetheaction,theFinessedesktoporOther(athird-partygadget).
Step5FromtheMethoddrop-downlist,selectthemethodtouse.
YoucanselecteitherPUTorPOST.
Step6FromtheLocationdrop-downlist,selectthelocation.
IfyouaremakingtheHTTPrequesttoaFinesseAPI,selectFinesse.
IfyouaremakingarequesttoanyotherAPI,selectOther.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)45CiscoFinesseManageWorkflowsStep7IntheContentTypebox,enterthecontenttype.
Thedefaultcontenttypeisapplication/xml,whichisthecontenttypeforFinesseAPIs.
IfyouareusingadifferentAPI,enterthecontenttypesforthatAPI(forexample,application/JSON).
Step8IntheURLbox,entertheURLtowhichtomaketherequest.
ToaddvariablestotheURL,clickthetagiconattherightoftheboxandselectoneormorevariablesfromthedrop-downlist.
Example:TheprecedingexampleistheURLforaFinesseAPI.
IfyouwanttomakearequesttoanotherAPI,youmustentertheentireURL(forexample,http://googleapis.
com).
NoteYoucanclickthetagiconattherightoftheboxandselectoneormorevariablesfromthedrop-downlisttoaddtagstotheURL.
Intheprecedingexample,toaddthedialogId,clickthetagiconandselectdialogIdfromthelist.
Step9IntheBodybox,enterthetextfortherequest.
Thebodymustmatchthecontenttype(forexample,ifthecontenttypesisapplication/xml,thebodymustcontainXML.
Toaddvariablestothebody,clickthetagiconattherightoftheboxandselectoneormorevariablesfromthedrop-downlist.
Example:TomakeanHTTPrequesttotheDialog-StartarecordingAPI,enterthefollowingintotheBodybox:Toaddtheextension,clickthetagiconandselectextension.
Foreveryvariableyouadd,youcanentertestdataintheSampleDatabox.
Step10ClickSave.
EditWorkflowActionProcedureStep1IntheManageWorkflowActionsgadget,selecttheactionthatyouwanttoedit.
Step2ClickEdit.
TheEditActionareaappears.
Step3Editthefieldsthatyouwanttochange.
Step4ClickSave.
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0(1)46CiscoFinesseManageWorkflowsDeleteWorkflowActionProcedureStep1IntheWorkflowActionsgadget,selecttheactionthatyouwanttodelete.
TheDeleteActionareaappears.
Step2ClickDelete.
Aquestionappearsaskingyoutoconfirmthatyouwanttodeletetheselectedaction.
Step3ClickYestoconfirmthedeletionoftheselectedaction.
AddWorkflowProcedureStep1IntheManageWorkflowsgadget,clickNew.
TheNewWorkflowareaappears.
Step2IntheNamebox,enterthenameoftheworkflow.
Thenameislimitedto40characters.
NoteStep3IntheDescriptionbox,enteradescriptionoftheworkflow.
Thedescriptionislimitedto128characters.
NoteStep4IntheWhentoperformActionsdrop-downlist,selecttheeventthattriggerstheworkflow.
Step5IntheHowtoapplyConditionsbox,selectifallconditionsaremet,orifanyconditionsaremet,andthenclickAddConditiontoadduptofiveconditions.
Example:Forexample,youcanspecifythattheactionistakenwhenCallVariable1isequalto123andCallVariable2beginswith2.
Step6IntheOrderedListofActionsarea,clickAddtoopentheAddActionsarea.
ClickanactioninthisareatoaddittotheOrderedListofActions.
Step7UsetheupanddownarrowsnexttotheOrderedListofActionstomoveactionsintotheorderinwhichtheyshouldbeperformed.
Step8ClickSave.
Step9Assigntheworkflowtooneormoreteams.
Aworkflowdoesnotrununtilitisassignedtoateam.
NoteCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)47CiscoFinesseManageWorkflowsEditWorkflowProcedureStep1IntheManageWorkflowsgadget,selecttheworkflowyouwanttoedit.
Step2ClickEdit.
TheEditWorkflowareaappears.
Step3Editthefieldsthatyouwanttochange.
Step4ClickSave.
DeleteWorkflowProcedureStep1IntheManageWorkflowsgadget,selecttheworkflowthatyouwanttodelete.
TheDeleteWorkflowareaappears.
Step2ClickDelete.
Aquestionappearsaskingyoutoconfirmthatyouwanttodeletetheselectedworkflow.
Step3ClickYestoconfirmthedeletionoftheselectedworkflow.
ManageSecurityTheCiscoFinesseadministrationconsoleandagentdesktopsupportsecureHTTP(HTTPS).
Toaccesstheadministrationconsole,enterthefollowingURLinyourbrowser(wherehostnameisthehostnameofyourprimaryserver):https://hostname:8445/cfadminSimilarly,agentsandsupervisorscanaccesstheirdesktopsasfollows:https://hostnameofserver:8445/ForHTTPSaccess,youcaneliminatebrowsersecuritywarningsbychoosingtotrusttheself-signedcertificateprovidedwithFinesseoruploadingaCAcertificate.
IfyouaddcustomgadgetsthatperformHTTPSrequeststoFinesse,youmustaddacertificatetotheFinesseserverforthatgadget.
WildcardCertificatesarenotsupportedinUnifiedCCX.
NoteCiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)48CiscoFinesseManageSecurityTrustSelf-SignedCertificateTrusttheself-signedcertificateprovidedbyFinessetoeliminatebrowserwarningseachtimeyousignintotheadministrationconsoleoragentdesktop.
IfyouarenotusingHTTPSorifyouuploadedaCAcertificate,youcanskipthisprocedure.
ProcedureStep1Inyourbrowser,entertheURLfortheadministrationconsole(https://hostnameofprimaryserver:portnumber/cfadmin)ortheagentdesktop(https://hostnameofprimaryserver).
Step2Performthestepsinthefollowingtableforthebrowseryouareusing.
DescriptionOption1Apageappearsthatstatesthereisaproblemwiththewebsite'ssecuritycertificate.
ClickContinuetothiswebsite(notrecommended).
Thisactionopensthesigninpagefortheadministrationconsole(oragentdesktop).
Acertificateerrorappearsintheaddressbarofyourbrowser.
2ClickCertificateError,andthenclickViewCertificatestoopentheCertificatedialogbox.
3OntheCertificatedialogbox,clickInstallCertificate.
ThisactionopenstheCertificateImportWizard.
4ClickNext.
5SelectPlaceallcertificatesinthefollowingstore,andthenclickBrowse.
6SelectTrustedRootCertificationAuthorities,andthenclickOK.
7ClickNext.
8ClickFinish.
9IfaSecurityWarningdialogboxappearsthatasksifyouwanttoinstallthecertificate,clickYes.
ACertificateImportdialogboxthatstatestheimportwassuccessfulappears.
10ClickOK.
11Enteryourcredentials,andthenclickSignIn.
IfyouuseInternetExplorer:CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)49CiscoFinesseManageSecurityDescriptionOption1Apageappearsthatstatesthisconnectionisuntrusted.
2ClickIUnderstandtheRisks,andthenclickAddException.
3OntheAddSecurityExceptiondialogbox,ensurethePermanentlystorethisexceptioncheckboxischecked.
4ClickConfirmSecurityException.
Thepagethatstatesthisconnectionisuntrustedautomaticallyclosesandtheadministrationconsole(oragentdesktop)loads.
5Enteryourcredentials,andthenclickSignIn.
6Fortheagentdesktoponly,anerrorappearsthatstatesFinessecannotconnecttotheCiscoFinesseNotificationServiceandpromptsyoutoaddasecurityexceptionforthecertificatesissuedbytheFinesseserver.
ClickOK.
IfyouuseFirefox:ObtainandUploadCACertificateThisprocedureonlyappliesifyouareusingHTTPS.
Thisprocedureisoptional.
IfyouareusingHTTPS,youcanchoosetoobtainanduploadaCAcertificateoryoucanchoosetousetheself-signedcertificateprovidedwithFinesse.
NoteToeliminatebrowsersecuritywarningseachtimeyousignin,obtainanapplicationandrootcertificatesignedbyaCertificateAuthority(CA).
UsetheCertificateManagementutilityfromCiscoUnifiedCommunicationsOperatingSystemAdministration.
ToopenCiscoUnifiedCommunicationsOperatingSystemAdministration,enterthefollowingURLinyourbrowser:https://hostnameofprimaryFinesseserver/cmplatformSigninusingtheusernameandpasswordfortheApplicationUseraccountcreatedduringtheinstallationofFinesse.
YoucanfinddetailedexplanationsintheSecuritytopicsoftheCiscoUnifiedCommunicationsOperatingSystemAdministrationOnlineHelp.
NoteProcedureStep1GenerateaCSR.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)50CiscoFinesseManageSecuritya)SelectSecurity>CertificateManagement>GenerateCSR.
b)FromtheCertificateNamedrop-downlist,selecttomcat.
c)ClickGenerateCSR.
Step2DownloadtheCSR.
a)SelectSecurity>CertificateManagement>DownloadCSR.
b)FromtheCertificateNamedrop-downlist,selecttomcat.
c)ClickDownloadCSR.
Step3GenerateanddownloadaCSRforthesecondaryFinesseserver.
ToopenCiscoUnifiedOperatingSystemAdministrationforthesecondaryserver,enterthefollowingURLintheaddressbarofyourbrowser:https://hostnameofsecondaryFinesseserver/cmplatformStep4UsetheCSRstoobtaintheCArootcertificate,intermediatecertificate,andsignedapplicationcertificatefromtheCertificateAuthority.
Tosetupthecertificatechaincorrectly,youmustuploadthecertificatesintheorderdescribedinthefollowingsteps.
NoteStep5Whenyoureceivethecertificates,selectSecurity>CertificateManagement>UploadCertificate.
Step6Uploadtherootcertificate.
a)FromtheCertificateNamedrop-downlist,selecttomcat-trust.
b)IntheUploadFilefield,clickBrowseandbrowsetotherootcertificatefile.
c)ClickUploadFile.
Step7Uploadtheintermediatecertificate.
a)FromtheCertificateNamedrop-downlist,selecttomcat-trust.
b)IntheRootCertificatefiled,enterthenameoftherootcertificatethatyouuploadedinthepreviousstep.
Donotincludetheextension(forexample,TESTRootCA2048).
c)IntheUploadFilefield,clickBrowseandbrowsetotheintermediatecertificatefile.
d)ClickUploadFile.
Step8Uploadtheapplicationcertificate.
a)FromtheCertificateNamedrop-downlist,selecttomcat.
b)IntheRootCertificatefield,enterthenameoftheintermediatecertificatethatyouuploadedinthepreviousstep.
Includethe.
pemextension(forexample,TEST-SSL-CA.
pem).
c)IntheUploadFilefield,clickBrowseandbrowsetotheapplicationcertificatefile.
d)ClickUploadFile.
Step9Aftertheuploadiscomplete,signoutofFinesse.
Step10RestartCiscoTomcatontheprimaryUnifiedCCXnode.
Step11RestartCiscoFinesseontheprimaryUnifiedCCXnode.
Step12RestartCiscoUnifiedIntelligenceCenterReportingService.
Step13RestartUnifiedCCXNotificationService.
Itisrecommendedtodeletetheself-signedcertificatesfromtheclientscertificatestore.
Thenclosethebrowser,relaunchandre-authenticate.
NoteStep14UploadtheapplicationcertificatetothesecondaryUnifiedCCXserver.
YoudonotneedtouploadtherootandintermediatecertificatestothesecondaryUnifiedCCXserver.
Afteryouuploadthesecertificatestotheprimaryserver,theyarereplicatedtothesecondaryserver.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)51CiscoFinesseManageSecurityStep15RestartCiscoTomcatandCiscoFinesseonthesecondaryUnifiedCCXnode.
AddCertificateforHTTPSGadgetAddacertificateforasecureHTTP(HTTPS)gadgettoallowthegadgettoloadintotheFinessedesktopandsuccessfullyperformHTTPSrequeststotheFinesseserver.
ThisprocessallowsHTTPScommunicationbetweentheFinessegadgetcontainerandthethird-partygadgetsiteforloadingthegadgetandperforminganyAPIcallsthatthegadgetmakestothethird-partyserver.
AgadgetthatloadsusingHTTPSmaystilluseHTTPcommunicationbetweenthatgadgetandtheapplicationserverwhereitresides.
Ifalltrafficmustbesecure,thegadgetdevelopermustensurethatHTTPSisusedtomakeAPIcallstotheapplicationserver.
NoteThecertificatemustbesignedwithacommonname.
ThegadgetURLinthedesktoplayoutmustusethesamename(whetheritusesanIPaddressorafullyqualifieddomainname)asthenamewithwhichthecertificateissigned.
IfthecertificatenameandthenameinthegadgetURLdonotmatch,theconnectionisnottrustedandthegadgetdoesnotload.
Tofindthecertificatename,enterthegadgetURLinyourbrowser.
ClickthelockiconintheaddressbarandthenclickViewDetails.
Lookforthecommonnamefield.
TheFinessehostmustbeabletoresolvethisnameviaDNS,usingtheDNShostthatwasenteredduringinstallation.
ToverifythatFinessecanresolvethename,runtheCLIcommand"utilsnetworkping".
ProcedureStep1Downloadthetomcat.
pemcertificatefromthethird-partygadgethost.
a)SignintoCiscoUnifiedOperatingSystemAdministrationonthethird-partygadgethost(http://hostorIPaddress/cmplatform,wherehostorIPaddressisthehostnameorIPaddressofthethird-partygadgethost).
b)ClickSecurity>CertificateManagement.
c)ClickFind.
d)Clicktomcat.
pem.
e)ClickDownloadandsavethefileonyourdesktop.
Step2UploadthecertificatetothedesignatedFinessesystem.
a)SignintoCiscoUnifiedOperatingSystemAdministrationontheprimaryUnifiedCCXnode(http://hostorIPaddress/cmplatform,wherehostorIPaddressisthehostnameorIPaddressoftheUnifiedCCXnode).
b)ClickSecurity>CertificateManagement.
c)ClickUploadCertificate/CertificateChain.
d)FromtheCertificateNamedrop-downlist,selecttomcat-trust.
e)ClickBrowseandnavigatetothetomcat.
pemfilethatyoudownloadedinthepreviousstep.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)52CiscoFinesseManageSecurityf)ClickUploadFile.
Step3RestartCiscoTomcatontheprimaryUnifiedCCXnode.
Step4RestartCiscoFinesseontheprimaryUnifiedCCXnode.
Step5Aftersynchronizationiscomplete,restartCiscoTomcatonthesecondaryUnifiedCCXnode.
Step6RestartCiscoFinesseonthesecondaryUnifiedCCXnode.
AddCertificateforMulti-sessionChatAddtheSocialMinercertificatetotheFinesseserverstoallowcommunicationbetweenSocialMinerandFinesse.
Afteryoucompletethisprocedure,agentsmustacceptcertificatesintheFinessedesktopbeforetheycanusethisgadget.
IfSocialMinerisdeployedwithprivatecertificates,agentscannotjoinchatroomsuntiltheyaccepttheSocialMinercertificates.
Ifthemulti-sessionchatgadgetisnotdeployedontheHometaboftheFinessedesktop,agentsmaynotrealizethattheyneedtoacceptthecertificates.
Haveagentscheckthetabwherethemulti-sessionchatgadgetappearswhentheysignintoFinessetomakesurethatcertificatesareallacceptedandthegadgetloadscorrectly.
Thestepstoaddacertificateforthemulti-sessionchatgadgetarethesameasthestepsoutlinedintheprocedureAddCertificateforHTTPSGadget,onpage52.
TheproceduretoaddacertificateforanHTTPSgadgetreferstothethird-partygadgethost.
Toaddacertificateformulti-sessionchat,performtheapplicablestepsontheSocialMinerserver.
NoteCTIFailoverFinessefollowstheactive/standbymodelofUnifiedCCX.
FinesseontheactiveUnifiedCCXnodeis"IN_SERVICE"andFinesseonthestandbynodeis"OUT_OF_SERVICE".
AlossofconnectiontotheCTIservercanoccurduetothefollowing:FinessemissesthreeconsecutiveheartbeatsfromtheconnectedCTIserver.
FinesseencountersafailureonthesocketopenedtotheCTIserver.
TheCTIserverisnotactiveonthenode(UnifiedCCXisstandbyonthenode).
WhenFinesselosesconnectiontotheCTIserver,FinesseattemptstoreconnectuntilitmakesasuccessfulconnectiontotheCTIserver.
CiscoFinesseconnectssuccessfullythroughCTItothenodewheretheUnifiedCCXEngineiscurrentlymaster.
AgentsshouldlogintoFinesseonthatnode.
WhenthemasterUnifiedCCXEnginefails,FinesseestablishesaconnectionwiththeUnifiedCCXEngineontheothernode,andagentsmustlogintoothernode.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)53CiscoFinesseCTIFailoverBackupandRestoreTheUnifiedCCXbackupandrestorecomponentalsobacksupandrestoresFinesseconfigurationsanddata.
Formoreinformationaboutbackupandrestore,seeathttps://www.
cisco.
com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.
html.
AdditionalLanguageSupportForthelistoflanguagesthataresupportedbyFinesse,seetheUnifiedCCXCompatibilityrelatedinformation,locatedat:https://www.
cisco.
com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.
html.
IfyouwanttousetheFinessedesktopinterfaceinalanguageotherthanEnglish,downloadandinstallthelanguageCOPfile.
Formoreinformation,seethe"COPFile"sectionoftheCiscoUnifiedContactCenterExpressInstallandUpgradeGuide,locatedat:https://www.
cisco.
com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-guides-list.
html.
CiscoFinesseAgentandSupervisorDesktopCiscoFinesseDesktopprovideseasyaccesstotheapplicationsandinformationsourcesfromasinglecustomizablecockpit.
Providingthisuniqueaccesstoinformationhelpstheagentsdeliverfastandaccurateservice.
FormoreinformationaboutCiscoFinesseAgentandSupervisorDesktop,seeCiscoFinesseAgentandSupervisorDesktopUserGuideforCiscoUnifiedContactCenterExpressathttps://www.
cisco.
com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.
html.
CallManager-BasedCallRecordingUsingCiscoMediaSenseCiscoFinesseinUnifiedCCXsupportscallrecordingusingCiscoMediaSense.
MediaSenseisthemedia-captureplatformforCiscoUnifiedCommunications.
TouseMediaSense,performthefollowingprocedures:1ConfigureCiscoMediaSensewithUnifiedCM,onpage552UploadCiscoMediaSenseCertificatetoUnifiedCCXServer,onpage553UploadMediaSenseRecordingLicense,onpage564ConfigureMediaSenseasaRecordingServer,onpage565CallRecordingThroughWorkflow,onpage566ConfigureMediaSenseSearchandPlayGadget,onpage57CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)54CiscoFinesseBackupandRestoreAfterperformingalloftheprocedures,restarttheUnifiedCCXserver.
Inhighavailabilitydeployment,restartbothofthenodes.
NoteConfigureCiscoMediaSensewithUnifiedCMForinformationaboutconfiguringCiscoMediaSensewithUnifiedCM,seethe"UnifiedCMprovisioningforCiscoMediaSense"sectionintheInstallationandAdministrationGuideforCiscoMediaSenseathttps://www.
cisco.
com/en/US/products/ps11389/prod_installation_guides_list.
html.
UploadCiscoMediaSenseCertificatetoUnifiedCCXServerToestablishconnectionwithCiscoMediaSensesecurely,youmustuploadtheCiscoMediaSensecertificatetoUnifiedCCXserver.
ProcedureStep1Downloadthetomcat.
pemcertificatefromtheCiscoMediaSenseserver.
a)SignintoCiscoUnifiedOperatingSystemAdministrationontheCiscoMediaSensehost(https://hostorIPaddress/cmplatform/showHome.
do,wherehostorIPaddressisthehostnameorIPaddressoftheCiscoMediaSenseserver).
b)SelectSecurity>CertificateManagement.
TheCertificateListscreenappears.
c)ClickFind.
Alistofcertificatesappears.
d)IntheCommonNamecolumn,clickthelinkofthecertificateyouwanttodownload.
TheCertificateNamemustbetomcat-trustandtheCertificateTypemustbetrusts-cert.
TheCertificateDetailspop-upwindowappears.
Notee)ClickDownload.
PEMFile.
Apop-upwindowappears.
f)SelectSaveFileradiobuttonandClickOK.
Thefilegetssavedonyoursystem.
Step2UploadthecertificatetothedesignatedUnifiedCCXserver.
a)SignintoCiscoUnifiedOperatingSystemAdministrationontheprimaryUnifiedCCXnode(http://hostorIPaddress/cmplatform,wherehostorIPaddressisthehostnameorIPaddressoftheUnifiedCCXnode).
b)ChooseSecurity>CertificateManagement.
c)ClickUploadCertificate/CertificateChain.
d)FromtheCertificateNamedrop-downlist,selecttomcat-trust.
e)ClickBrowseandnavigatetothetomcat.
pemfilethatyoudownloadedinthepreviousstep.
f)ClickUploadFile.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)55CiscoFinesseConfigureCiscoMediaSensewithUnifiedCMFormoreinformationaboutcertificatemanagement,seetheCertificateManagementMenusectionoftheCiscoUnifiedOperatingSystemAdministrationGuide,athttps://www.
cisco.
com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.
html.
UploadMediaSenseRecordingLicenseTousetheMediaSenserecordingfeature,youmustpurchasetheUnifiedCCXrecordinglicenseanduploadittotheUnifiedCCXserver.
Forinformationabouthowtouploadthelicense,seeUploadLicenses.
ConfigureMediaSenseasaRecordingServerForinformationaboutconfiguringMediaSenseasarecordingserver,seeRecordingConfiguration.
CallRecordingThroughWorkflowUsetheHTTPRequestactiontoinvoketheFinesseRecordingAPIafterthecallisanswered.
ProcedureStep1CreateanHTTPRequestRecordingaction:a)IntheManageWorkflowActionsarea,clickNew.
b)IntheNamebox,enteranamefortheaction.
c)FromtheTypedrop-downlist,selectHTTPRequest.
d)FromtheHandledBydrop-downlist,selectFinesseDesktop.
e)FromtheMethoddrop-downlist,selectPUT.
f)FromtheLocationdrop-downlist,selectFinesse.
g)IntheContentTypebox,enterapplication/xml.
h)IntheURLbox,enterthefollowing:/finesse/api/Dialog/i)ClickthetagiconattherightoftheboxandselectdialogIdtoaddittotheURL.
j)IntheBodybox,enterthefollowing:Toaddtheextension,clickthetagiconandselectextension.
Example:CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)56CiscoFinesseUploadMediaSenseRecordingLicenseStep2ClickSavetosaveworkflowaction.
Step3AddaCallAnsweredWorkflowthatexecutestheHTTPRequestRecordingactionthatyoucreatedinthepreviousstep.
Step4Assigntheworkflowtotheteamsthatyouwouldliketorecord.
ConfigureMediaSenseSearchandPlayGadgetBeforeYouBeginIntheMediaSenseserver,youmusthavealreadyconfiguredUnifiedCM,CiscoFinesse,andMediaSenseAPI.
ProcedureStep1SignintotheCiscoFinesseadministrationconsole.
Step2ClicktheDesktopLayouttab.
Step3FindtheMediaSensetabandgadgetinthelayoutXML.
Updatethelayoutaccordingtothecommentsinthelayout.
manageRecordingsfinesse.
container.
tabs.
supervisor.
manageRecordingsLabelhttps://my-mediasense-server:8440/ora/gadget/MediaSenseGadget.
xml-->Replaceallinstancesofmy-mediasense-serverwithhttps:///ora/gadget/MediaSenseGadget.
xml.
NoteExample:https://abcd-ef-gh102.
abc.
com:8440/ora/gadget/MediaSenseGadget.
xmlStep4ClickSave.
ThesupervisormustlogoutandloginagaintoCiscoFinesseSupervisorDesktoptoaccessMediaSense.
NoteStep5SignintoCiscoFinessedesktopasasupervisorandconfirmthatMediaSensegadgetisaccessible.
CiscoUnifiedContactCenterExpressAdministrationGuide,Release10.
0(1)58CiscoFinesseConfigureMediaSenseSearchandPlayGadget