Finesse - Mixed Mode in UCCX v10.6

[James Carlson]

Hello! I am migrating from CAD -to-Finesse and am in need of some assistance.

We are running UCCX v10.6.1.11003-29 with a Primary and Secondary server on Cisco C240  virtual hosts.

We have 7 Teams (departments) inside of UCCX with just over 100 UCCX Agents / Resources / Employees spread amongst the 7 Teams.

At the current time, they login to UCCX via the Cisco Agent Desktop but I am ready to migrate them to Finesse and I have some questions:

1. Since we are running in mixed-mode, can a UCCX Team have Agents (Resources) logged into both the Cisco Agent Desktop and Finesse webpage at the same time? For example, let's say I have a Team called "Contact Center". I'm wondering if the system will function properly if one of the Agents on the Contact Center Team logs into the Cisco Agent Desktop to receive queue calls, while simultaneously another Agent on the Contact Center Team is logged into the Finesse webpage to receive queue calls.

2. Or, does it have to be all or none? Meaning, will the system work and only route calls successfully if the Agents on the UCCX Team are all using Cisco Agent Desktop or all using Finesse?

3. Also, when I login to Finesse as a Team Supervisor and go to "Team Data" or "Queue Data" no information appears. It simply sits at "Loading Report..."

4. In addition, my Wrap-Up Data list doesn't drop-down. It only displays the top 3 options alphabetically.

5. Lastly, does something need to be setup in order for the Caller ID, Queue Information, etc. to appear in Finesse like it appears in the CAD?

Any help is greatly appreciated. Thanks!

[ricardo.1 · Accepted solution]

Hello James,

Answering your questions:

1.
Yes, Cisco Agent Desktop and Finesse can run at the same time, but there are some considerations mentioned in this document:
https://www.cisco.com/c/dam/en/us/products/collateral/customer-collaboration/finesse/white-paper-c11-730883.pdf

2. Same as 1, you need to read the document completely.

3.
Try to use a supported browser in version UCCX 10.6:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/uccxcompat10_6_1.html#Supported_Browsers_

4.
Maybe it's a browser issue, same as 3.

5.
Yes, it does, you need to add the step "Set Enterprise Call Info" in the script before pass the call to the queue of agents.
https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-express/213873-configure-uccx-custom-call-variable-layo.html

Regards,

Ricardo

[James Carlson]

Awesome! This is all terrific info. Thank you so much.

One last issue I'm having is with the Finesse client certificate installing. The admin guide states to install them through the browser prompts. But when I click "OK" to accept the certificates, then another pop-up appears on the next page for a split-second (I don't have time to click "OK") and then on the next page a message displays: "You must accept or install the appropriate certificate for this domain. If you have questions, contact your administrator for instructions."

Any ideas?

[ricardo.1]

Hello James,

follow these steps and install the certificates in the browser:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/UCCX_BK_F6FDE137_00_finesse-agent-and-supervisor-desktop/UCCX_BK_F6FDE137_00_finesse-agent-and-supervisor-desktop_chapter_010.html#CFIN_TK_AB2...

Regards,

Ricardo