Finesse and CAD in term of UCCX script

[karen.johnson5801]

all,

how much different UCCX script in Finesse and CAD ?   can we copy and use the script from CAD to Finesse and how many % need to modify?

tks

[Luis Sanchez]

I just did a migration last month from CAD to Finesse and I did not have to modify the script at all. I believe it is designed so you can upgrade without the need of modifying the script. CAD and Finesse are used for call control and should not have anything to do with the UCCX Script.

[karen.johnson5801]

Thanks Luis,

is this also include the prompt recording script and XML for holiday script  that we don't need to modify at all?  

what are things that I need to know / expect for smooth use of Finesse ?

[Deepak Rawat · Accepted solution]

Karen,

As far as the script functionality within UCCX is concerned, there are no changes at all whatsoever if you use Finesse over CAD. The reason for this is, the scripts are created in CCX Editor and uploaded to UCCX and then assigned to an application. At no point, you integrate or tie them with CAD or Finesse hence do not worry at all about modifying the script.

As far as the differences between CAD and Finesse are concerned, refer to below White Paper:

http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/finesse/white-paper-c11-736448.html

What all you should keep in mind while migrating from CAD to Finesse is explained in CAD - Cisco Finesse Desktop Mixed Mode Deployment section of below document:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/design/guide/UCCX_BK_CBB99111_00_cisco-unified-contact-center-express/UCCX_BK_CBB99111_00_cisco-unified-contact-center-express_appendix_0111.html

Earlier customers had to create the Not Ready reason codes, wrap up codes, workflows etc manually again while migrating over to Finesse as there was no mechanism to copy that from existing CAD configuration which at times used to be a big task if there is lot of configuration involved. However, I believe there is a script now that TAC can help you in running that will do the conversion of CAD workflows and related configuration into Finesse automatically.

Feel free to reach out to TAC for more information on this.

Regards

Deepak

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[karen.johnson5801]

hi Deepak,

I heard about this as well for Finesse, below:

Call variables such as the ANI will need to be collected via the script with the "Set enterprise call info" step.

What do we need to do or do you more info?

thanks in adv,

K

[Deepak Rawat · Accepted solution]

Karen,

Please refer to my below post:

https://supportforums.cisco.com/discussion/12717751/call-variables-not-showing-finesse-uccx-106

Regards

Deepak

[Luis Sanchez]

You're gonna like Finesse much more than CAD. The transition is smooth.  We didn't even really train the Sales Reps on how to use Finesse because it is pretty straight forward. They had a few issues forwarding calls using the Consult button. But they got the hang of it pretty quick. We are even running it inside of Jabber as a Custom Tab without any issues so far. Screen pop is easy to configure as well.