UCCX and Finesse

[Bekzod Fakhriddinov]

Hi, we have  UCCX 10.5 premium . Our plan is to deploy Finesse for agents. I know it might be co-resident with UCCX. How can I check if it is installed already (via cli commands, web gui )?  

Also UCCX has been working for while and have cti port amount x , if there is not increase in the amount of the calls do we need to add aditional cti ports ? 

Anyone can share coresident installation guide for finesse and uccx ? 

Thank you

[Prashant Sharma]

Hi Bekzod

To verify if finesse enabled in your environment from GUI you can verify if Finesse service active or not. If it is active that means you running the finesse. If not you can use the below mentioned link for activation steps :

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/config/guides/UCCX_BK_U9F91527_00_unified-ccx-administration-guide-release-10-5/UCCX_BK_U9F91527_00_unified-ccx-administration-guide-release_chapter_01011...

If there is no increase in calls there is no need to increase the number of CTI ports. For information refer the above link Complete Guide for Finesse enabling and UCCX administration.

Regards,
Prassha3

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[Jonathan Schulenberg]

Also a reminder that you cannot mix CAD and Finesse in 10.5. Support for that only existed in 10.6. (CAD was removed in 11.0). You will want to update to the latest build of 10.6 before attempting this migration. Even on 10.6 an entire team - inclusive of agents, supervisors, and CSQ must be on *either* CAD or Finesse. You cannot have a mixture of the two. In other words, you must cut whole departments over at a time, not individual users.

[Bekzod Fakhriddinov]

Hi, thank you for response. Do you mean I can just run "utils uccx finesse activate" to activate Finesse in the UCCX an restart it and don't need separate VM installed for Finesse ? 

Also is it correct that even without SocialMind server I will have web chat feature by using UCCX premium and Cisco Finesse ? 

I don't have access to uccx cli yet, and serviceability-tools- services doesn't show FInesse in the list . So only think helps me to find out if its running by clicking Cisco Finesse Administration under Navigation, when i click it I am not getting any response/the link destination is dead so I consider Finesse is not active. 

Thank you