New Features
Improvements to Finesse Failover
This release optimizes the Desktop failover and Unified CCX Engine failover performances.
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Desktop Failover—The maximum time taken for the desktop failover with the default desktop layout, varies from 35 seconds to 75 seconds over LAN for 400 agents, once an active Finesse server is found.
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Unified CCX Engine Failover—If Unified CCX Engine failover is involved, then the time taken is longer as it includes the time taken for the Cisco Finesse Server failover.
The failover time varies depending on the WAN bandwidth, the number of signed-in users, network latency, and the number of gadgets configured on the Finesse desktop.
For more information on deployment practices and guidelines to ensure optimal failover performance, see Guidelines for Optimal Desktop Failover and Failover Planning sections in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
For more information on ensuring how the custom gadgets improve failover performance, see Best Practices for Gadget Development section in Cisco Finesse Web Services Developer Guide at https://developer.cisco.com/docs/finesse/#!rest-api-dev-guide.
Desktop Performance Improvements
This release optimizes the Finesse desktop performance in the following areas:
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Uses HTTP/2 by default for loading resources. This provides significant improvement when starting up the desktop compared to the older HTTP 1.1.
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Consumes significantly lesser desktop bandwidth when reloading the Finesse desktop (without gadgets) from the cache.
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Uses fewer requests for loading resources.
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Serves static resources much faster using client-side resource caching.
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Provides cached REST responses at a team-level for configuration data to improve the desktop loading.
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Improves gadget loading by caching the gadget definitions.
Finesse Server Performance Improvements
This release optimizes the Finesse server performance in the following areas.
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Significantly reduces the average CPU consumption while the server is under load.
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Optimizes the server performance by avoiding dynamic server pages, using SSL termination, faster CTI message parsing, and cached static resources.
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Provides access to more memory and reduces GC latencies as the Cisco Finesse server uses 64-bit Java 8.
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Optimizes CTI request processing to reduce the latencies in sending requests to the server.
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Reduces overall latencies for CTI communication.
Keyboard Shortcuts
This release provides keyboard shortcuts for easy access to the Finesse desktop features. The keyboard shortcuts define an alternate way to perform a specific action on the Finesse agent and supervisor desktop. The administrator can set the utils finesse set_property desktop enableShortCutKeys to true to enable this feature.
For more information, see Access Keyboard Shortcuts section in Cisco Finesse Agent and Supervisor Desktop User Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html.
Edit Call Variables
This release allows agents and supervisors to edit the call variable values from the Finesse desktop. The administrator can configure any of the callVariable values, including ECC variables as editable. The agent and the supervisor can edit the call variable values during an active call or in the wrap-up state.
Note |
Call variables edit operation updates the values of the variables within the particular call. All entities listening to dialog events receive the updated call variables through the Cisco Finesse notifications. If any CTI clients are connected to the same CTI server, they also receive notifications of the changed call data though CTI call events. However, application scripts or databases that are used to populate the call variables are not directly affected by this edit. |
For more information, see Edit Call Variables section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html and Cisco Finesse Agent and Supervisor Desktop User Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html.
Drag-and-Drop and Resize Gadget or Component
This release allows agents and supervisors to drag-and-drop or resize the gadgets or components in the Finesse desktop. The administrator can customize the desktop property value of these features through the desktop layout:
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Default layout (Desktop Layout)
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Team-specific layouts (
)
Alternatively, the administrator can also set the utils finesse set_property desktop enableDragDropAndResizeGadget to true to enable these features.
For more information, see Drag-and-Drop and Resize Gadget or Component section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
Gadget Expand and Collapse
This release supports to expand and collapse of gadgets dynamically in the Finesse desktop to optimize available screen space.
For more information, see Container Services section in JavaScript Library at https://developer.cisco.com/docs/finesse/#!javascript-library.
Desktop Layout Editors
This release provides two types of editors in the Desktop Layout and Team Resources of the Cisco Finesse administration console.
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Text Editor—A plain text editor. It is the default editor. Use the Expand All option to see all the code details and Search box to refine results.
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XML Editor—An XML editor. The administrator cannot add or edit comments (<!-- -->) in this editor.
For more information, see Default Layout XML section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
Customize Desktop Properties
This release allows the administrator to customize the desktop properties for individual Teams through the desktop layout using the following layouts:
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Default layout (Desktop Layout)
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Team-specific layouts (
)
For more information, see Customize Desktop Properties and Customize Desktop Properties at Team Level sections in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
Configuration for Cloud Connect
This release allows the administrator to configure the Cloud Connect server settings in the Finesse administration console to contact the Cisco Cloud Services, such as Cisco Webex Experience Management.
For more information, see Cloud Connect Server Settings section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
Security Banner Message
This release provides custom banner messages in the administrator and desktop Sign In pages. The administrator can use the following CLIs to define the custom security banner message.
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utils finesse set_property desktop desktopSecurityBannerMessage <value>
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utils finesse set_property admin adminSecurityBannerMessage <value>
For more information, see Desktop Properties and Service Properties sections in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
Automatic Desktop Login Retries
This release supports automatic desktop login retries when the desktop login fails due to device-related errors. The administrator can use the following CLIs to enable, define the number of attempts and intervals in seconds for the retry login mechanism. By default, the value of this property is set to true.
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utils finesse set_property desktop enableRetryLoginFeature {true|false}
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utils finesse set_property desktop loginFailureRetryAttempts <value>
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utils finesse set_property desktop loginFailureRetryInterval <value>
For more information, see Desktop Properties section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
Finesse IP Phone Agent Certificate Management
This release requires HTTPS for Finesse IP Phone Agent (IPPA) to address the security vulnerabilities across the solutions. The administrator must ensure to import the following certificates and configuration changes to use the FIPPA functionality.
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Import the Cisco Unified Communications Manager (CUCM) certificate to the trust store as tomcat-trust.
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Import the Unified CCX host certificate to the CUCM trust store as Phone-trust.
For more information, see Finesse IP Phone Agent Certificate Management section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
Supported Content Security Policy Directives
This release allows the administrator to use the following CLI commands to view, add, or delete the frame-access sources in the response header of Cisco Finesse. This ensures that only the configured sources can embed the Cisco Finesse in an iFrame within their HTML pages.
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utils finesse frame_access_whitelist add[source1,source2]
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utils finesse frame_access_whitelist delete
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utils finesse frame_access_whitelist list
For more information, see Supported Content Security Policy Directives in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
Note |
This feature is available from Unified CCX Release 12.5(1) ES02. |
Enhanced Log Collection
3rdpartygadget Log Directory
This release provides the 3rdpartygadget log directory, which contains information, error, startup, and shutdown-related logs for the Finesse 3rdpartygadget server.
WebProxy Service Logs
The administrator can use the file get activelog webproxy recurs compress CLI to obtain logs for the WebProxy Service.
For more information, see Log Collection section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
Automatic Log Collection for Desktop Users
The administrator can use the following CLI to create, list, and delete automatic desktop log collection schedules for agents and supervisors.
utils finesse desktop_auto_log_collection {create|list|delete}
For more information, see Log Collection Schedule section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
Set Commands
The following CLIs have been introduced in this release:
Call Variables Logging
The administrator can use the following CLIs to enable or disable the call variables logging.
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utils finesse set_property webservices logCallVariables {true|false}
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utils finesse set_property fippa logCallVariables {true|false}
Enforcement of X.509 Certificate Trust Validation
The administrator can set the utils finesse set_property webservices trustAllCertificates to false to enable the validation of the X.509 CA or the self-signed certificate.
Preloading of the Secondary Resources
The administrator can set the utils finesse set_property desktop preLoadSecondaryResources to true to enable the preloading of static resources from the secondary server to ensure faster failover.
XMPP Socket and BOSH/WebSocket (HTTP)
The administrator can set the utils finesse set_property webservices enableInsecureOpenfirePort to true to enable the Cisco Finesse Notification Service unsecure XMPP port (5222) and HTTP-BOSH/WebSocket port (7071).
WebProxy Service
The administrator can use the following CLIs to clear, set access log-level and log-severity for the logs that are generated by the WebProxy Service.
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utils webproxy cache clear
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set webproxy access-log-level
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set webproxy log-severity
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show webproxy access-log-level
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show webproxy log-severity
For more information, see Cisco Finesse CLI section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
REST APIs
The following APIs have been introduced in this release:
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CompressedClientLog—Post Compressed Log to Finesse
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TeamResource—Get Reason Codes
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TeamResource—Get Wrap-Up Reasons
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TeamResource—Get Media Properties Layouts
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TeamResource—Get Phone Books
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TeamResource—Get Workflows
REST API Response Caching
In order to improve login performance, the Finesse webproxy caches the following REST API responses:
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ChatConfig
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TeamResource APIs include Reason Codes, Wrap-Up Reasons, Media Properties Layouts, Phone Books, and Workflows. The responses of the TeamResource API are cached at the team-level.
For more information, see REST API Developer Guide at https://developer.cisco.com/docs/finesse/#!rest-api-dev-guide.
JavaScript APIs
The following APIs have been introduced in this release:
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finesse.shortcutkey.ShortcutKeyService
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finesse.utilities.DesktopCache
For more information, see JavaScript Library at https://developer.cisco.com/docs/finesse/#!javascript-library.