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Beginner

Cisco Finesse Call History

Would anyone know what is needed to start utilizing the Cisco Finesse Native Call History Gadget. Do any other components need to be updated such as Cisco Unity Connection Administration or 

Cisco Unified CM Administration.
 

 

Cisco Unified CCX is at11.6(2)

Cisco Unified Intelligence Center is at 11.6(2)

 

Thank you

3 REPLIES 3
Cisco Employee

Re: Cisco Finesse Call History

Finesse call History is a live data gadget that will capture all the calls received and made by Agents on ACD line, the gadget will have the data captured by default without making any additional changes on CCX, UCM or Unity.

 

Regards,

Ratish

Beginner

Re: Cisco Finesse Call History

how do you add the gadget to the layout? specifically what is the xml used to point to the gadget. 

Enthusiast

Re: Cisco Finesse Call History

Look at section "<id>myHistory</id>" in Finesse Desktop Layout.  It will have live data report links to call history and state history.  Here you have to update your CUIC / Live server details from where data will be fetched and populated on Finesse.

 

But first you need to add Liva Data sources into CUIC and make sure you are able to run Live Data reports.

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