Supervisor Desktop UCCX 11.6

[Cameron Whitehead]

I just upgraded my UCCX from 10.6 to 11.6.  It looks like Supervisor Desktop is no longer available and now we must use Finesse instead?  For our phones we use the FIPPs phone service so when I tried to access "HTTPS://ipaddress:8445/desktop" I got the error

"Current Finesse licensing does not allow access to the Cisco Finesse Desktop.  For more information, contact your administrator."

Does the new version require me to by new licenses for just the supervisors?  Or is there a different URL for supervisors to use?

[Mike_Brezicky]

The old Supervisor Desktop and all CAD functions were deprecated from 11.0 and on. All agents and Supervisors should login to the same finesse URL. If you look at the Finesse admin - Desktop Layout, you will see there are different layouts, gadgets, and views for Agent vs Supervisors.

[Roger Kallberg]

Are you by any chance using Standard license version of UCCX? If so Finesse isn’t a part of that, you only have phone agent as the client.

For more information please see this document, https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/design/guide/UCCX_BK_U3AF2742_00_unified-ccx-design-guide-11/UCCX_BK_U3AF2742_00_unified-ccx-design-guide-11_chapter_00.html

[Cameron Whitehead]

We are using standard licenses and we have been using the ip phone agent for years but we always still got supervisor desktop with that.  Are you telling me now Cisco has removed supervisor functionality from standard license?

[Roger Kallberg · Accepted solution]

The short answer is sadly yes. If I remember correctly that change was made from 11.0 and on wards.

See this outtake from a presentation from Live 2016, https://www.ciscolive.com/c/dam/r/ciscolive/apjc/docs/2016/pdf/BRKUCC-2059.pdf, for details about what each license type include.