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Beginner

Contact Center

Q.1 Applications such as CAD, Supervisor Agent Desktop or Cisco Finesse, do they directly talk to the uccx? Like for phones which agent's phone should ring depends on the agent states like Ready or Not Ready, etc. If I'm not wrong it's the uccx which tells the cucm to ring a certain agent's phone based on their state. Phones talk only to cucm. In that way do these applications talk to uccx and does uccx have the control of changing their states. 

 

Q.2 How is Finesse better than CAD?!? What are the advantages of Cisco Finesse over other similar applications?

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Rising star

Re: Contact Center

To give you more details, the UCCX have a JTAPI connection to the CUCM , this is why you have rmcm user.
Now, the UCCX controls the agent desktop but it doesnt control the phone. The agent log in using username and password and extension, this is in order for the DB to know that this agent is associated with this extension is logged in.
Now, when the agent is in not ready state, the uccx structure is built not to send a call when the agent is in not ready, so when the agent is ready the agent phone is idle (this is known to the UCCX via the JTAPI) the uccx will know that this phone is idle, so when a call comes to a CSQ that is associated with this agent and the agent is in ready state, the UCCX will send a reserve state to the agent desktop and send the call to the phone via CUCM, when the agent answers the call the UCCX will learn from the JTAPI that this phone is in talking mode so the UCCX will send to the agent state (Talking).
This is in a high level (hope this will answer this quesiton)



Now Regarding question 2 , it is not that finesse is better than CAD, the whole idea of a web based agent is better than applicaiton, cisco have made alot of investment to the finesse that now in Finesse version 12.0 it is very much similar (if not better) than CAD
besides CAD (unofficially) is not a cisco product, it is from Calabrio but finesse is a pure cisco development software.
You can search for finesse features online especially version 12 as i said most of the features in CAD are now available in finesse.

Good luck

Amer
2 REPLIES 2
Collaborator

Re: Contact Center

I don't understand your question for #1. As for #2, better or worse it doesn't matter. CAD is no longer supported and everyone should be moved to Finesse. There are pros and cons to both solutions.

 

david

Highlighted
Rising star

Re: Contact Center

To give you more details, the UCCX have a JTAPI connection to the CUCM , this is why you have rmcm user.
Now, the UCCX controls the agent desktop but it doesnt control the phone. The agent log in using username and password and extension, this is in order for the DB to know that this agent is associated with this extension is logged in.
Now, when the agent is in not ready state, the uccx structure is built not to send a call when the agent is in not ready, so when the agent is ready the agent phone is idle (this is known to the UCCX via the JTAPI) the uccx will know that this phone is idle, so when a call comes to a CSQ that is associated with this agent and the agent is in ready state, the UCCX will send a reserve state to the agent desktop and send the call to the phone via CUCM, when the agent answers the call the UCCX will learn from the JTAPI that this phone is in talking mode so the UCCX will send to the agent state (Talking).
This is in a high level (hope this will answer this quesiton)



Now Regarding question 2 , it is not that finesse is better than CAD, the whole idea of a web based agent is better than applicaiton, cisco have made alot of investment to the finesse that now in Finesse version 12.0 it is very much similar (if not better) than CAD
besides CAD (unofficially) is not a cisco product, it is from Calabrio but finesse is a pure cisco development software.
You can search for finesse features online especially version 12 as i said most of the features in CAD are now available in finesse.

Good luck

Amer
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