Cisco Finesse User guide

Cisco Finesse Installation and Upgrade Guide, Release 12.0(1)

First Published: 2019-01-11

Americas Headquarters

Cisco Systems, Inc.

170 West Tasman Drive

San Jose, CA 95134-1706

USA

http://www.cisco.com

Tel: 408 526-4000

800 553-NETS (6387)

Fax: 408 527-0883

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS,

INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND,

EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH

THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY,

CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB's public domain version of

NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS" WITH ALL FAULTS.

CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF

MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT

LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS

HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network

topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional

and coincidental.

All printed copies and duplicate soft copies of this document are considered uncontrolled. See the current online version for the latest version.

Cisco has more than 200 offices worldwide. Addresses and phone numbers are listed on the Cisco website at www.cisco.com/go/offices.

Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL:

https://www.cisco.com/c/en/us/about/legal/trademarks.html. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a

partnership relationship between Cisco and any other company. (1721R)

CONTENTS

Preface vii

PREFACE

Change History vii

About This Guide vii

Audience viii

Related Documents

LinkDocument or resource

https://www.cisco.com/en/US/partner/products/ps11324/products_

documentation_roadmaps_list.html

Cisco Finesse Documentation Guide

https://www.cisco.com/c/en/us/support/docs/contact-center/finesse/

214387-configure-snmp-trap-in-cisco-finesse.html

Configure SNMP Trap in Cisco

Finesse

https://www.cisco.com/en/US/partner/products/ps11324/tsd_products_

support_series_home.html

Cisco.com site for Finesse

documentation

Communications, Services, and Additional Information

• To receive timely, relevant information from Cisco, sign up at Cisco Profile Manager.

• To get the business impact you’re looking for with the technologies that matter, visit Cisco Services.

• To submit a service request, visit Cisco Support.

• To discover and browse secure, validated enterprise-class apps, products, solutions and services, visit

Cisco Marketplace.

• To obtain general networking, training, and certification titles, visit Cisco Press.

• To find warranty information for a specific product or product family, access Cisco Warranty Finder.

Cisco Bug Search Tool

Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system

that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides

you with detailed defect information about your products and software.

Field Notice

Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that

typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice

Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html.

You can create custom subscriptions for Cisco products, series, or software to receive email alerts or consume

RSS feeds when new announcements are released for the following notices:

Cisco Finesse Installation and Upgrade Guide, Release 12.0(1)

viii

Preface

Audience

• Cisco Security Advisories

• Field Notices

• End-of-Sale or Support Announcements

• Software Updates

• Updates to Known Bugs

For more information on creating custom subscriptions, see My Notifications at https://cway.cisco.com/

mynotifications.

Documentation Feedback

To provide comments about this document, send an email message to the following address:

[email protected]

We appreciate your comments.

Conventions

This document uses the following conventions:

DescriptionConvention

Boldface font is used to indicate commands, such as user entries, keys, buttons,

folder names, and submenu names.

For example:

• Choose Edit >Find.

• Click Finish.

boldface font

Italic font is used to indicate the following:

• To introduce a new term. Example: A skill group is a collection of agents

who share similar skills.

•A syntax value that the user must replace. Example: IF (condition, true-value,

false-value)

• A book title. Example: See the Cisco Unified Contact Center Enterprise

Installation and Upgrade Guide.

italic font

Window font, such as Courier, is used for the following:

• Text as it appears in code or that the window displays. Example:

<html><title>Cisco Systems, Inc. </title></html>

window font

Cisco Finesse Installation and Upgrade Guide, Release 12.0(1)

ix

Preface

Documentation Feedback

DescriptionConvention

Angle brackets are used to indicate the following:

• For arguments where the context does not allow italic, such as ASCII output.

• A character string that the user enters but that does not appear on the window

such as a password.

< >

Cisco Finesse Installation and Upgrade Guide, Release 12.0(1)

x

Preface

CHAPTER 1

Installation Preparation

Cisco Finesse can be installed stand-alone in a deployment with Unified Contact Center Enterprise (Unified

CCE) or coresident in a deployment with Unified Contact Center Express (Unified CCX).

This guide describes how to install a stand-alone Finesse for deployment with Unified CCE.

In a coresident deployment with Unified CCX, Finesse is installed when you run the installer for Unified

CCX. For more information, see the Cisco Unified Contact Center Express Installation and Upgrade Guide.

Cisco Finesse is installed on a virtual machine as a primary or secondary node. The installation screens refer

to the primary node as the first node.

Finesse is installed on the Linux-based Unified Communications Operating System. This system is an appliance

model or “closed box” developed by Cisco, which does not support navigation into or manipulation of the

file system.

This guide specifies all supported configurations for this release of Cisco Finesse. If a configuration is not

stated, that configuration is not supported.

Important

•System Requirements, on page 1

•Preinstallation Tasks, on page 5

System Requirements

This section provides a summary of the requirements for Cisco Finesse.

Platform Requirements

All Cisco Finesse servers run on virtual machines (VM) using the Unified Communications Operating System

(Unified OS). ESXi 5.5, 6.0 or 6.5 (VMFS 5 only) must be installed before you install Cisco Finesse.

For more information about supported VMs and VMware requirements,Virtualization for Cisco Finesse.

Cisco Finesse Installation and Upgrade Guide, Release 12.0(1)

1

Client Requirements

No Cisco Finesse software is installed on the clients. Agents and Supervisors use a web browser to access the

Finesse desktop. Administrators use a web browser to access the Finesse administration console. The following

table lists the supported operating systems and browsers for Cisco Finesse clients.

When a new VM is deployed using Cisco provided OVA using thin-client vCenter 6.5, the Checkandupgrade

Tools during power cycling setting is not enabled.

Manually enable this setting to ensure that the performance levels are not affected.

Cisco Finesse does not support the use of Compatibility View with Internet Explorer. If the user is on

Compatibility View the following banner message is displayed on the Finesse Desktop login screen:

The Cisco Finesse Desktop is not supported in compatibility mode. Contact your administrator to

change the browser settings to non-compatibility mode and sign in again.

If the user tries to change the compatibility mode after logging in to the Finesse Desktop, an error page is

displayed and the user must sign in to the Finesse Desktop again.

Note

Browser VersionOperating System

Internet Explorer 11.0 (Native Mode)

Chrome (version 60 or higher)

Firefox (version 52 and higher ESR)

Edge Chromium (Microsoft Edge v79 and later)

Edge can consume considerably higher

memory for the same when compared to

Chrome or Firefox. Hence, users with Edge

should use a system with a minimum

configuration of 8 GB RAM.

Note

Windows 10

Firefox (version 45 or higher)

Chrome (version 48 or higher)

Edge Chromium (Microsoft Edge v79 and later)

Mac OS X

Chromium (Version 73 or higher)Chrome OS

Cisco Finesse Installation and Upgrade Guide, Release 12.0(1)

2

Installation Preparation

Client Requirements

Requirements, such as processor speed and RAM, for clients that access the Cisco Finesse desktop can vary.

Desktops that receive events for more than one agent (such as a supervisor desktop running Team Performance

and Queue Statistics gadgets or an agent desktop running Live Data reports that contain information about

other agents or skill groups) require more processing power than desktops that receive events for a single

agent.

Factors that determine how much power is required for the client include, but are not limited to, the following:

• Contact center traffic

• Additional integrated gadgets in the desktop (such as Live Data reports or third-party gadgets)

• Other applications that run on the client and share resources with the Cisco Finesse desktop

Important

Network Requirements

For optimal Finesse performance, network characteristics should not exceed the following threshold:

• Latency: 80 ms (round-trip) between Finesse servers and 400 ms (round-trip) from Finesse client to

Finesse server

For information about bandwidth requirements for Cisco Finesse, see the Cisco Finesse Bandwidth Calculator.

System Account Privileges

During the installation of Cisco Finesse, you must specify credentials for the following:

•Administrator User account: This account is used to access the CLI.

•Application User account: This account is used to access the Finesse administration console.

•Database access security password: This password is required if you replace or add a server in the

future or if you want to replace the security password with a new one. Keep a record of this password.

The database security password and the passwords for the Administrator and Application User accounts must

be at least six characters long. They can contain alphanumeric characters, hyphens, and underscores.

Security Considerations

From Cisco Finesse Release 12.0(1) onwards, Cross-Origin Resource Sharing (CORS) and Gadget Source

Allowed List are available.

The Cisco Finesse administration console and agent desktop support both HTTP and secure HTTP (HTTPS).

Administrators can run a CLI command to enable or disable Cisco Finesse HTTPS Redirect for the

administration console and the desktop. When Cisco Finesse HTTPS Redirect is enabled, agents and supervisors

who attempt to access the desktop through HTTP are redirected to HTTPS.

Cisco Finesse HTTPS Redirect is enabled by default. After you install Finesse, if you want to use HTTP, you

must run the CLI command to disable Cisco Finesse HTTPS Redirect.

Cisco Finesse Installation and Upgrade Guide, Release 12.0(1)

3

Installation Preparation

Network Requirements

When you upgrade Finesse, the setting for Cisco Finesse HTTPS Redirect is maintained. If Cisco Finesse

HTTPS Redirect is disabled on your system before you upgrade, it remains disabled after you upgrade.

HTTPS is now supported for large deployments with more than 2000 users.

Note

To eliminate browser security warnings each time you access the administration console or agent desktop

through HTTPS, you can obtain and upload a CA certificate or you can use the self-signed certificate provided

with Finesse.

This guide uses HTTP for all example URLs.

Installation Spanning Multiple Domains

You can install the Finesse nodes on separate domains as long as the following requirements are met:

• Each Finesse server can perform a DNS lookup of the other using the fully-qualified domain name

(FQDN).

• All Finesse clients can perform DNS lookups of the Finesse servers using the FQDN.

Other Requirements and Considerations

• Cisco Unified Communications Manager version 12.5 or higher is required to use the Desktop Chat

feature.

• You must have access to a Network Time Protocol (NTP) server.

From Cisco Finesse Release 12.0(1) onwards, the default desktop notification

connection type is WebSockets.

Note

• You must have a valid hostname and domain.

• It is recommended that you choose the Cisco Finesse hostname, domain and IP address carefully because

changing these configurations after installation requires other steps to be followed, such as: manual

verification of certificate validity, cluster restart, invalidation of the existing backups, and running

commands through the Command Line Interface (CLI).

After you install Cisco Finesse, you cannot change these values.

• You must have a preconfigured default router.

• You must have a preconfigured Domain Name Server (DNS) and have set up forward and reverse DNS.

• Cisco Finesse is supported on a Call Manager Peripheral Gateway (PG) and a Generic PG. Finesse does

not support a System PG. On a System PG, assuming that a Voice Response Unit (VRU) is also set up

for queuing, Finesse would receive queuing events meant for the VRU.

• The Cisco Finesse server uses Windows authentication to access the Administration & Data server

database (AWDB). You can set the MS SQL server authentication mode to either Windows Authentication

or Mixed.

Cisco Finesse Installation and Upgrade Guide, Release 12.0(1)

4

Installation Preparation

Installation Spanning Multiple Domains

• Cisco Finesse requires a domain user that is configured with login and read permissions to access the

AWDB.

• The Cisco Finesse JDBC driver is configured to use NTLMv2. Therefore, Finesse can connect to the

AWDB even if the AWDB is configured to use only NTLMv2.

• The port for the primary and backup Administration & Data Servers must be the same.

• To ensure secure communication between Finesse and CTI Server, enable the secure mode in the PG.

Also, in the Cisco Finesse Administration Console, enable the option in the CTI Server Settings.

• If you plan to use Cisco Unified Customer Voice Portal (Unified CVP) for queuing, configure Unified

CVP to support warm transfer and conference, as described in the section Using the Warm Transfer

feature with SIP Calls in the Configuration and Administration Guide for Cisco Unified Customer Voice

Portal and the section Network Transfer in the Cisco Unified Customer Voice Portal Solutions Reference

Network Design.

• In Cisco Unified Communications Manager Administration, under Device > Phone, ensure that the

Maximum Number of Calls is set to no more than 2 and Busy Trigger is set to 1.

Preinstallation Tasks

Before you can install Cisco Finesse, complete the following preinstallation tasks:

• Record your network and password information on the configuration worksheet.

• Obtain the installation files.

Configuration Worksheet

Use this configuration worksheet to record network and password information that is required to install and

configure Finesse. Store this worksheet information for future reference.

Many of the values that you enter on the installation configuration screens (such as hostnames, user IDs, and

passwords) are case-sensitive.

Note

Table 1: Configuration Worksheet

NotesYour EntryConfiguration Data

The hostname cannot be “local

host”. The hostname must be

the hostname of the server as

registered in the DNS.

__________________________Hostname

__________________________IP Address and Mask

__________________________Gateway (GW) Address

__________________________Primary DNS IP Address

Cisco Finesse Installation and Upgrade Guide, Release 12.0(1)

5

Installation Preparation

Preinstallation Tasks

NotesYour EntryConfiguration Data

__________________________Secondary DNS IP Address

(optional)

__________________________Domain

This account is used to access

the Finesse CLI.

Administrator User ID:

________________________

Administrator User password:

________________________

Administrator User

credentials

__________________________Timezone

Organization:__________________________

Unit:__________________________

Location:__________________________

State:__________________________

Country:__________________________

Certificate Information

NTP Server 1:

__________________________

NTP Server 2:

__________________________

NTP Server Host Name or

IP Address

__________________________Database Access Security

Password

This account is used to sign in

to the Finesse administration

console.

Application User ID:

________________________

Application User Password:

_____________________

Application User credentials

The hostname or IP address of

the A Side CTI server.

__________________________A Side CTI Server

Hostname/IP Address

The port of the A Side CTI

server.

__________________________A Side CTI Server Port

The hostname or IP address of

the B Side CTI server.

__________________________B Side CTI Server

Hostname/IP Address

The port of the B Side CTI

server.

__________________________B Side CTI Server Port

The ID of the CallManager

Peripheral Gateway (PG).

__________________________Peripheral ID

Cisco Finesse Installation and Upgrade Guide, Release 12.0(1)

6

Installation Preparation

Configuration Worksheet

NotesYour EntryConfiguration Data

The hostname or IP address of

the primary Unified CCE

Administration & Data server.

__________________________Primary Administration &

Data Server Hostname/IP

Address

The hostname or IP address of

the backup Unified CCE

Administration & Data server.

__________________________Backup Administration &

Data Server Hostname/IP

Address

The port of the Unified CCE

Administration & Database

server.

The port must be the same for

the primary and backup

Administration & Data servers.

__________________________Database Port

The name of the AW Database

(AWDB).

For example,

ucceinstance_awdb.

__________________________AW Database Name

The domain of the AWDB.__________________________Domain

This user refers to the

Administrator Domain user

that the AWDB uses to

synchronize with the Logger.

The AWDB server must use

Windows authentication and

the configured username must

be a domain user.

__________________________Username to access the

AWDB

__________________________Password to access the

AWDB

__________________________Hostname/IP address of the

secondary Finesse server

Installation Files

Before you install Cisco Finesse, you must obtain the OVA file. Cisco Finesse supports a single OVA template

with two deployment configurations. Choose the configuration you need based on the size of your deployment.

The filenames for the OVA and associated ReadMe are as follows:

You must purchase the Cisco Finesse media kit to obtain the installer. For more information, see the Ordering

Guide for Cisco Customer Contact Solutions

(http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/CCBU_ordering_guide.pdf).

You can obtain the Cisco Virtual Server (OVA) files needed to create a virtual machine from Cisco.com at

the following URL: http://software.cisco.com/download/type.html?mdfid=283613135&i=rml.

Cisco Finesse Installation and Upgrade Guide, Release 12.0(1)

7

Installation Preparation

Installation Files

Cisco Finesse Installation and Upgrade Guide, Release 12.0(1)

8

Installation Preparation

Installation Files

CHAPTER 2

Cisco Finesse Server Installation

Cisco Finesse server is installed on a virtual machine (VM). The installation runs from an ISO image and uses

an OVA template. For more information, see Cisco Finesse Installation and Upgrade Guide at

https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-installation-guides-list.html.

Configure a DataStore ISO file on the virtual CD/DVD drive of the target VM to install Finesse.

Note

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.

Press this keyTo do this

TabMove to the next field.

Alt-TabMove to the previous field.

SpacebarSelect an option.

Up or Down Arrow keysScroll up or down a list.

Tab to Back and press the SpacebarGo to the previous screen.

Tab to Help and press the SpacebarGet information about a screen.

•Installation Task Flow, on page 9

•Install Finesse on Primary Node, on page 10

•Install Finesse on Secondary Node, on page 13

•Installation Troubleshooting, on page 16

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.

Install Finesse on the primary node.1

Cisco Finesse Installation and Upgrade Guide, Release 12.0(1)

9

Configure the database settings.2

Configure the CTI server settings.3

Configure the cluster settings for the secondary node.4

Restart Cisco Finesse Tomcat on the primary node.5

Install Finesse on the secondary node.6

Ensure replication is functioning between the two nodes.7

Install language packs (optional).8

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.

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.

Note

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.

Cisco Finesse Installation and Upgrade Guide, Release 12.0(1)

10

Cisco Finesse Server Installation

Install Finesse on Primary Node

Page is loading ...

Cisco Finesse User guide

This manual is also suitable for

Cisco Finesse User guide

Related papers