Use the Unified CCE Administration & Data Server Settings gadget to configure the database settings. These settings are required to enable authentication for Finesse agents and supervisors.

Note

Primary Administration & Data Server is configured on Side A and Secondary Administration & Data Server is configured on Side B. Make sure Cisco Finesse server on both sides connect to Primary Administration & Data Server on side A and fall back to Secondary Administration & Data Server on side B only when Primary Administration & Data Server goes down.

After you change and save any value on the Contact Center Enterprise Administration & Data Server Settings gadget, restart the Cisco Finesse Tomcat Service on the primary and secondary Finesse server. If you restart the Cisco Finesse Tomcat Service, agents must sign out and sign in again. To avoid this, you can make Contact Center Enterprise Administration & Data Server settings changes and restart the Cisco Finesse Tomcat service during hours when agents are not signed in to the Cisco Finesse desktop.

The following table describes the fields on the Unified CCE Administration & Data Server Settings gadget:

For more information about these settings, see the Administration Guide for Cisco Unified Contact Center Enterprise and the Staging Guide for Cisco Unified ICM/Contact Center Enterprise.

Actions on the Unified CCE Administration & Data Server Settings gadget:

• Save: Saves your configuration changes

• Revert: Retrieves the most recently saved enterprise database settings

When you update any of the following fields and click Save, Cisco Finesse attempts to connect to the AWDB:

• Primary Host/IP Address

• Backup Host/IP Address

• Database Port

• AW Database Name

If Cisco Finesse cannot connect to the AWDB, an error message appears and you are asked if you still want to save. If you click Yes, the settings are saved. If you click No, the settings are not saved. You can change the settings and try again or click Revert to retrieve the previously saved settings.

When you update the Username or Password fields and click Save, Cisco Finesse attempts to authenticate against the AWDB. If authentication fails, an error message appears and you are asked if you still want to save. Click Yes to save the settings or click No to change the settings. Click Revert to retrieve the previously saved settings.

Note	Finesse will not come into service in case of AWDB errors when connecting Cisco Finesse 11.5(1) and higher versions to Unified CCE 11.5(1) and higher versions.

Actions on the Contact Center Enterprise CTI Server Settings gadget:

Use the Contact Center Enterprise CTI Server Settings gadget to configure the A and B Side CTI servers.

All fields on this tab are populated with default system values or with values an administrator has previously entered. Change values to reflect your environment and preferences.

For configuring secure connection select the Enable SSL encryption check box.

Test the CTI connection for given configuration using the Test Connection button.

Note

After you make any changes to the values on the Contact Center Enterprise CTI Server Settings gadget, you must restart all the nodes of Cisco Finesse Tomcat. To make changes to other settings (such as Contact Center Enterprise Administration & Data Server settings), you can make those changes and then restart Cisco Finesse Tomcat. If you restart Cisco Finesse Tomcat, agents must sign out and sign in again. As a best practice, make changes to CTI server settings and restart the Cisco Finesse Tomcat Service during hours when agents are not signed in to the Finesse desktop. The secure encryption and Test Connection functionality is supported only from Unified CCE 12.5.

Note	Although the B Side Host/IP Address and B Side Port fields are not shown as required, A and B Side CTI servers are mandatory for a production deployment of Unified CCE and Cisco Finesse.

The following table describes the fields on the Contact Center Enterprise CTI Server Settings gadget:

• Save: Saves your configuration changes.

• Revert: Retrieves the most recently saved server settings.

• Test Connection: Tests the CTI connection.

CTI Test Connection

When you click Test Connection:

1. Validation is done to check if the CTI server is in maintenance mode.

   Note

   If the CTI server is in maintenance mode, Finesse does not allow test connection. For more information, see section Unified CCE Agent PG Graceful Shutdown in Administration Guide for Cisco Unified Contact Center Enterprise, Release 12.6(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-maintenance-guides-list.html.

2. Input validation is done on the request attributes.

   Host/IP Address must not be empty. Port and Peripheral IDs must be within the valid range.

3. Validation is done to check if the provided Host/IP is resolved by Finesse box.

4. Validation is done to check if AW Database is reachable and if a valid path ID is configured for the provided Peripheral ID.

5. Socket connection is established to the provided Host/IP and port. The connection might fail if there is no route to the provided IP. If SSL encryption box is checked, this step also checks for successful TLS handshake. For TLS handshake to be successful, mutual trust has to be established between Finesse and CTI server.

   For information on how to establish trust between Finesse and CTI server, see Security Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html

6. After successful socket connection, a CTI initialization request is sent to check if the provided host is a CTI host.

   If the CTI response is a success for the CTI initialization request and peripheral provided is configured with Unified CCE, it is confirmed to be a CTI host.

7. CTI connection is closed by sending a CTI session close request.

Note

If Test Connection is successful for Side A or B of the CTI cluster and the other side fails, it is a valid configuration as CTI server works in active-passive mode and connects to the active node. Inactive CTI node will refuse connection on the CTI port. However, Administrator has to ensure that the failed side also has a valid entry for CTI host and port field. System cannot verify this due to server restrictions. If Test Connection is successful on Side A and B of the CTI cluster, then there is an error in the system configuration. Verify that the Side A and B of the CTI node have valid entries for port and host. Test connection API success result does not guarantee peripheral to be online. It only validates if the peripheral provided is configured with Unified CCE. Test connection API with insecure connection parameter will function as intended for earlier versions of Unified CCE deployments.

Use the Cluster Settings gadget to configure a secondary Finesse server. The purpose of a secondary Finesse server is to handle all agent requests if the primary server goes down.

You must complete this configuration before you install the secondary Finesse server. For more information about installing a secondary Finesse server, see the Cisco Finesse Installation and Upgrade Guide.

The following table describes the fields on the Cluster Settings gadget:

Actions on the Cluster Settings gadget:

• Save: Saves your configuration changes

• Revert: Retrieves the most recently saved cluster settings

Desktop Chat is an XMPP browser based chat, which is powered by Cisco Instant Messaging and Presence (IM&P) service. It provides presence and chat capabilities within the Unified CM platform. For more details, see Configuration and Administration of the IM and Presence Service at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-and-configuration-guides-list.html.

Desktop Chat connects to Cisco IM&P servers over port 5280 from the browser hosting the agent desktop. IM&P server visibility and port accessibility needs to be ensured if clients intend to use this feature. The Desktop Chat gadget configures the IM&P host BOSH URL’s used by the desktop to communicate with the IM&P server over BOSH HTTP.

IM&P has a clustered design, where users are distributed across multiple nodes in the cluster. The Desktop Chat initially discovers the IM&P nodes that a user has configured, caches this information and communicates with the actual server for subsequent login, until the browser cache is cleared. To spread the initial discovery load, it is advisable to configure the nodes in a round robin fashion if the deployment has more than one Finesse cluster. For example, if there are 5 IM&P nodes configure Finesse cluster A with node 1 & 2, Finesse cluster B with nodes 3 & 4, and so on.

Node availability should be considered while configuring the IM&P URL. The secondary node will be available for discovery in scenarios where the first node is not reachable. The secondary node will be connected for discovery only if the primary node is unreachable.

For the URL to be configured, refer Cisco Unified Presence Administration service, in System, Service Parameters. Choose the required IM&P server, select Cisco XCP Web Connection Manager. The URL binding path is listed against the field HTTP Binding Path. The full URL to be configured in Finesse is https://<hostname>:5280/URL-binding-path.

Use the Desktop Chat Server Settings to configure chat settings for the Finesse desktop. The following table describes the fields on the Desktop Chat Server Settings gadget.

• Save: Saves your configuration changes

• Revert: Retrieves the most recently saved server settings

Important

For Desktop Chat to work without any issues, ensure the following services are running on IM&P: Cisco Presence Engine Cisco XCP Text Conference Manager Cisco XCP Web Connection Manager Cisco XCP Connection Manager Cisco XCP Directory Service Cisco XCP Authentication Service Cisco XCP File Transfer Manager

Note

Desktop Chat requires the Cisco IM and Presence certificates to be trusted. To start the Desktop Chat without experiencing an exception, you must add the certificate to the browser trust store, or configure IM and Presence with CA-signed certificate, or push self-signed certificate through group policies in supported browsers. For more information on accepting certificates, see the Accept Security Certificates section, in the Common Tasks chapter of Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-user-guide-list.html. For more information on adding certificates to the browser trust store, see Certificate Management.

Note	Desktop Chat is not supported with the unrestricted versions of IM&P.

Keyboard shortcuts provide an alternate way to perform a specific action on the Finesse agent and supervisor desktop. For more information, see Access Keyboard Shortcuts section in the Cisco Finesse Agent and Supervisor Desktop User Guide.

Keyboard Shortcut Conflicts

Keyboard shortcut conflicts occur if multiple gadgets use the same keyboard shortcut. This causes a particular key combination to be disabled until the conflict is resolved.

Keyboard shortcut conflicts at the page level can be resolved only by modifying the keyboard shortcuts at the gadget level. To modify the keyboard shortcuts at the gadget level, contact developer support services.

Keyboard shortcut conflict can occur in the following scenarios:

^{* - Active tab refers to the tab that is currently being used.}

The administrator can use the CLI command to disable the keyboard shortcuts for the Finesse agent and supervisor desktop. For more information on CLI commands, see Desktop Properties.

Note

After deploying the third-party gadgets, the administrator must sign in as an agent and a supervisor to check if there are any keyboard shortcut conflicts and resolve them. The third-party gadget providers can use the keyboard shortcuts JavaScript library as a guideline to provide a consistent desktop user experience. The ECE (Enterprise Chat and Email) keyboard shortcuts are available only if ECE gadget is configured in the Unified CCE deployment. If it is not configured, the third-party gadget developers can use the ECE shortcut keys that are listed in Keyboard Shortcuts List. For more information, see the 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.

An administrator can configure agents or teams to use extension associated with multiple devices through agent desk settings. Enabling ACD shared line usage for an agent or supervisor allows them to select one of the end points (Desk Phone with EM, Desk Phone without EM, or Jabber, and so on) on the shared Automatic Call Distribution (ACD) lines as their active CTI device while signing in to Cisco Finesse.

For more information on agent desk settings, see the Agent Administration Tasks section in Administration Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-maintenance-guides-list.html.

If you have enabled the device selection feature, when an agent or a supervisor sign in with the desired extension, the device selection screen displays a list of associated devices. For more information on device selection, see the Select Active Device 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.