Cisco Finesse Installation and Upgrade Guide Release 11.6(1)
Bias-Free Language
The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
Cisco Finesse server
is installed on a virtual machine (VM). The installation runs from an ISO image
and uses an OVA template.
Note
Configure a
DataStore ISO file on the virtual CD/DVD drive of the target VM to install
Finesse.
The installation
takes about an hour. For most of that time, it can run unattended. Much of the
installation requires no action on the part of the person who runs it. When
user input is required, use the following keyboard navigation and selection
actions. The installation wizard screens do not recognize a mouse or a
touchpad.
To do this
Press this
key
Move to the next field.
Tab
Move to the previous field.
Alt-Tab
Select an option.
Spacebar
Scroll up or down a list.
Up or Down
Arrow keys
Go to the previous screen.
Tab to
Back and press the Spacebar
Get information about a screen.
Tab to
Help and press the Spacebar
Installation Task
Flow
The following table provides an overview of the tasks you perform to
install Cisco Finesse. Tasks must be performed in the order they are listed.
1
Install Finesse on the primary node.
2
Configure the database settings.
3
Configure the CTI server settings.
4
Configure the cluster settings for the secondary node.
5
Restart Cisco Finesse
Tomcat on the primary node.
6
Install Finesse on the secondary node.
7
Ensure replication is functioning between the two nodes.
8
Install language packs (optional).
Install Finesse on
Primary Node
Procedure
Step 1
Follow the
instructions in the OVA README.txt file to import and deploy the OVA, to edit
VM settings, and to power on the VM and edit the BIOS settings in the console.
For more information, see the section on
Installation
Files.
Note
Do not use
Thin Provisioning or a VM snapshot when creating a VM to host Cisco Finesse.
The use of Thin Provisioning or snapshots can negatively impact the performance
of Cisco Finesse operation.
Messages
appear while the preinstallation script runs. When the preinstallation script
ends, the DVD Found screen opens.
Step 2
Select
OK on the Disk Found screen to begin the
verification of the media integrity and a brief hardware check.
If the media
check passes, select
OK to open the Product Deployment Selection screen.
Continue to Step 3.
If the media
check fails, the installation terminates.
Step 3
The Product
Deployment Selection screen states that the
Cisco Finesse
product suite will be installed. This screen has only one choice:
OK.
Select
OK to open the Proceed with Install screen.
Step 4
The Proceed
with Install screen shows the version of the product that is currently
installed (if any) and the version of the product for this ISO. For the initial
installation, the version currently installed shows NONE.
Select
Yes on the Proceed with Install screen to open the
Platform Installation Wizard screen.
Step 5
On the
Platform Installation Wizard screen, select
Proceed to open the Basic Install screen.
Step 6
Select
Continue on the Basic Install screen to open the
Basic Install wizard.
The Basic
Install wizard presents a series of screens that present questions and options
pertinent to the platform and the setup configuration. Help is available for
each wizard screen.
The first
Basic Install wizard screen is Timezone Configuration.
Step 7
On the
Timezone Configuration screen:
Use the up
and down arrows to locate the local time zone that most closely matches your
server location. You can also type the initial character of the time zone to
move to that item in the list. The Timezone field is based on country and city
and is mandatory. Setting it incorrectly can affect system operation.
Select
OK to open the Auto Negotiation Configuration
screen.
Step 8
On the Auto
Negotiation Configuration screen, select
Continue to use automatic negotiation for the
settings of the Ethernet network interface card (NIC).
The MTU
Configuration screen appears.
Step 9
In the MTU
Configuration screen, select No to keep the default setting for Maximum
Transmission Units (1500).
Note
Finesse
supports the default setting of 1500 for MTU only. No other value is supported.
Your selection
of No opens the Static Network Configuration screen.
Step 10
On the Static
Network Configuration screen, enter static network configuration values as
follows, referring to the Configuration Worksheet if necessary:
Enter the
Host
Name.
Enter the
IP
Address.
Enter the
IP
Mask.
Enter the
GW
Address.
Select
OK to open the Domain Name System (DNS) Client
Configuration screen.
Step 11
On the DNS
Client Configuration screen, select
Yes to specify the DNS client information.
Important
DNS client
configuration is
mandatory for Cisco Finesse. Select Yes on this screen. If
you select No, after the installation is complete, agents
cannot
sign in to the desktop and you have to reinstall Finesse.
Step 12
Specify your
DNS client information as follows, referring to the Configuration Worksheet if
necessary:
Enter
the
Primary
DNS
(mandatory).
Enter
the
Secondary DNS (optional).
Enter
the
Domain (mandatory).
Select
OK to open the Administrator Login Configuration
screen.
Step 13
On the
Administrator Login Configuration screen:
Enter
the credentials for the administrator.
Select
OK to open the Certificate Information screen.
Step 14
On the
Certificate Information screen:
Enter
the following data to create your Certificate Signing Request: Organization,
Unit, Location, State, and Country.
Select
OK to open the First Node Configuration screen.
Step 15
On the First
Node Configuration screen, select
Yes to indicate that you are configuring the first
node.
Your
selection of Yes opens the Network Time Protocol Client Configuration screen.
Step 16
On the
Network Time Protocol Client Configuration screen, enter the IP address, NTP
server name, or NTP Server Pool name for at least one external NTP server.
Step 17
After you
complete the NTP configuration, select
OK. This action opens the Security Configuration
screen.
Step 18
On the
Security Configuration screen, enter the Database Access Security password, and
then select
OK.
Step 19
On the
Application User Configuration screen, enter the credentials for the
application user.
Select
OK to open the Platform Configuration Confirmation
screen. This screen states that the platform configuration is complete.
Step 20
On the
Platform Configuration Confirmation screen, select
OK.
The
installation begins.
The
installation can take up to an hour to complete and can run unattended for most
of that time.
During the
installation, the monitor shows a series of processes, as follows:
An
informational screen saying the system will reboot momentarily to continue the
installation
If you
see the following virtual machine question, select
Yes, and then click
OK:
A system
reboot
Messages
stream down your monitor during the reboot. Some of them prompt you to press a
key.
Do
not respond to these prompts to press a key.
Application Pre Install progress bars
Configure and Setup Network progress bars
Note
If a
Network Connectivity Failure screen appears during the Configure and Setup
Network process, click
Review, and then click
OK at the Errors screen. Follow the prompts to
reenter the information that caused the failure. The installation continues
when the connection information is complete.
Security
configuration
A message
appears that states the installation of Cisco Finesse has completed
successfully.
The installation of Cisco Finesse has completed successfully.
Cisco Finesse <version number>
<hostname> login: _
What to do next
Sign in to the Finesse administration console on the primary Finesse server (https://FQDN of Finesse server:8445/cfadmin) to configure CTI server, Administration & Database server, and cluster settings.
After you
configure these settings, install Finesse on the secondary node.
Install Finesse on
Secondary Node
Install the same
version of Finesse on both the primary and secondary Finesse nodes.
Note
Configure a
Datastore ISO file on the virtual CD/DVD drive of the target VM to install
Finesse.
Note
Finesse
administration tasks can only be performed on the primary Finesse server. After
you install the secondary server, sign in to the administration console on the
primary server to perform administration tasks (such as configuring reason
codes or call variable layout).
Before you begin
Install
Finesse on the primary server. See
Install
Finesse on Primary Node.
Use the
Finesse administration console on the primary Finesse server to configure CTI
server, Administration & Database server, and cluster settings.
Ensure that
the DNS server has forward and reverse DNS set up for both the primary and
secondary node.
Procedure
Step 1
Follow the
instructions in the OVA README.txt file to import and deploy the OVA, to edit
VM settings, and to power on the VM and edit the BIOS settings in the Console.
Messages
appear while the preinstallation script runs. When the preinstallation script
ends, the DVD Found screen opens.
Step 2
Select
Yes on the DVD Found screen to begin the
verification of the media integrity and a brief hardware check.
If the media
check passes, select
OK to open the Product Deployment Selection screen.
Continue to Step 3.
If the media
check fails, the installation terminates.
Step 3
The Product
Deployment Selection screen states that the
Cisco Finesse
product suite will be installed. This screen has only one choice:
OK.
Select
OK to open the Proceed with Install screen.
Step 4
The Proceed
with Install screen shows the version of the product that is currently
installed (if any) and the version of the product for this ISO. For the initial
installation, the version currently installed shows NONE.
Select
Yes on the Proceed with Install screen to open the
Platform Installation Wizard screen.
Step 5
On the
Platform Installation Wizard screen, select
Proceed to open the Basic Install screen.
Step 6
Select
Continue on the Basic Install screen to open the
Basic Install wizard.
The Basic
Install wizard presents a series of screens that present questions and options
pertinent to the platform and the setup configuration. Help is available for
each wizard screen.
The first
Basic Install wizard screen is Timezone Configuration.
Step 7
In the
Timezone Configuration screen:
Use the up
and down arrows to locate the local time zone that most closely matches your
server location. You can also type the initial character of the time zone to
move to that item in the list. The Timezone field is based on country and city
and is mandatory. Setting it incorrectly can affect system operation.
Select
OK to open the Auto Negotiation Configuration
screen.
Step 8
On the Auto
Negotiation Configuration screen, select
Continue to use automatic negotiation for the
settings of the Ethernet network interface card (NIC).
The MTU
Configuration screen appears.
Step 9
On the MTU
Configuration screen, select
No to keep the default setting for Maximum
Transmission Units (1500).
Note
Finesse
supports the default setting of 1500 for MTU only. No other value is supported.
Your selection
of No opens the Static Network Configuration screen.
Step 10
On the Static
Network Configuration screen, enter static network configuration values as
follows, referring to the Configuration Worksheet if necessary:
Enter the
Host
Name.
Enter the
IP
Address.
Enter the
IP
Mask.
Enter the
GW
Address.
Select
OK
to open the Domain Name System (DNS) Client Configuration screen.
Step 11
On the
DNS Client
Configuration
screen, select
Yes to specify the DNS client information.
IMPORTANT: DNS client
configuration is
mandatory for Cisco Finesse. Select Yes on this screen. If
you select No, after the installation is complete, agents
cannot
sign in to the desktop and you have to reinstall Finesse.
Step 12
Specify your
DNS client information as follows, referring to the Configuration Worksheet if
necessary:
Enter
the
Primary
DNS
(mandatory).
Enter
the
Secondary DNS (optional).
Enter
the
Domain (mandatory).
Select
OK to open the Administrator Login Configuration
screen.
Step 13
On the
Administrator Login Configuration screen:
Enter
the credentials for the administrator.
Select
OK to open the Certificate Information screen.
Step 14
On the
Certificate Information screen:
Enter
the following data to create your Certificate Signing Request: Organization,
Unit, Location, State, and Country.
Select
OK to open the First Node Configuration screen.
Step 15
On the First
Node Configuration screen, select
No to indicate that you are configuring the second
node.
A warning
message appears that indicates you must first configure the server on the first
node before you can proceed. If you already configured the first node, select
OK.
Step 16
On the
Network Connectivity Test Configuration screen, select
No to proceed with the installation after
connectivity is verified.
Step 17
On the First
Node Configuration screen, specify the information about the first node as
follows:
Enter
the
Host
Name of the primary Finesse server.
Enter
the
IP
Address of the primary Finesse server.
Enter
the
Security
Password of the primary Finesse server.
Confirm
the
Security
Password.
Step 18
Select
OK to open the Platform Configuration Confirmation
screen.
Step 19
On the
Platform Configuration Confirmation screen, select
OK.
The
installation begins.
The
installation can take up to an hour to complete and can run unattended for most
of that time.
A message
appears that states the installation of Cisco Finesse has completed
successfully.
The installation of Cisco Finesse has completed successfully.
Cisco Finesse <version number>
<hostname> login: _
What to do next
Check the
replication status. If all nodes in the cluster show a
replication
status of 2, replication is functioning correctly.
Note
It can take
10–20 minutes to establish replication fully between the two nodes.
Note
To access
platform specific applications like Disaster Recovery System, Cisco Unified
Serviceability, and Cisco Unified Operating System Administration, use the
following URL, https://FQDN of Finesse server:8443.
Installation
Troubleshooting
If
Then
The
installation fails.
If the
installation fails, a screen appears that asks if you want to copy diagnostic
information to a device.
In this
situation, you must reinstall from the beginning, but first you must attach a
serial port to the VM. Then, you dump the install logs into the serial port of
the VM.