Cisco finesse status. 0(1) -Call-Related Tasks .

Cisco finesse status It's possible create a "IF" to status of agent? *I using CCX 11. info. Cisco Finesse Notification Service logging can affect system performance and should be disabled when I apologize if this has been covered, I couldn't find it. Has anyone e Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. Agents miss two calls and they are put in Not Ready - Call Overlap status. Example Failure Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. The following example shows how to subscribe to agent state change notifications for a specific team: <SystemInfo> <status>IN_SERVICE</status> <xmppDomain>xmppserver. There is a requirement that when an agent starts a session in a specific campaign, the system places it with the READY status Use the folloing commands to view the status of, enable, or disable Cisco Finesse HTTPS Redirect: utils finesse application_https_redirect status: This command retrieves the status of Cisco Finesse HTTPS Redirect. You are signed into the Cisco Finesse desktop and your status is set to Not Ready. The type of deployment for Cisco Finesse. 6(1) gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Errors that might be for Finesse-specific events are listed below: 500 Internal Server Error Make sure to have all Agents affected (those who you switched, and those who used to see them, or need to see them switched) close their sessions (logout of Finesse, exit all browser windows), and then re-launch Finesse. We have a problem with Cisco Finesse 12. User reported one agent will be logout aut Hello Everyone, We have UCCE 12. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. 6 sandbox lab 1) We are trying to logout the agent with some reason code (we are using ones specified in the Cisco Finesse Administration Console\\Reasons - 22, 255, 32740, 32741, etc) - none of that works . Of logged in Agents Historical - calls answered, avg. Post Reply Learn, share, save. Actual URL will be like below: We want to use cisco finesse with google chrome or edge chromium but the connection and live reporting dashboard breaks after few hours. 0(1) Support Documentation. Assuming that the agent is logged in, you would not be able to get notifications for the agent state because Finesse only supports one connection to the notification service at a time. Use the Cisco Option Package (COP) file installation to install the languages you require for your agents and Cisco Desktop Call Chat Service Cisco Desktop Sync Service The above solution is based on the assumption that the normal checks are already in place such as the supervisor is assigned to a team and you have moved the required resources and CSQs from available to selected panels under CCX Administration >> RmCm >> Teams Hi, We have icm 8. Finesse server failover Cisco Finesse uses the backup and restore tools that are provided by the common Cisco Unified Communications platform services for complete data backup-and-restore capabilities. 6 CM/UCCX/Agent Hardphone/Softphone are in the same network and same location. New here? Get started with these tips. Hello , We are see agent states of Not Ready and reason code Phone Working. The list is in the same format as defined in the section WrapUpReason. some agent when they are going from ready to unready auto during active calls . The issue happens only one or two times a day. Cisco Identity Services Engine (ISE) helps organizations simplify and strengthen network security. 5(1) Status: Available | Release Date: 21-Jan-2020 . Cisco Finesse provides: An agent and supervisor desktop that integrates traditional contact center functions into a thin-client desktop. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination Class finesse. ; Check by using CLI—Enter file search activelog syslog/CiscoSyslog ServerDown command Cisco Finesse 12. Operators can see the presence/availability status of that person, chat with them and then forward the call. ) The biggest drop we saw was disabling sleeping tabs/windows setting in edge, essentially Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. 0 Helpful Reply. I dont see any informix database table with that description, please let me know where do i get it to do a bilk operation. This will also enable agents to log in to the Unified CCX server, irrespective of engine mastership status. Cisco Finesse Release 12. Now i am working on the task about consult call in Finesse. 6(2) 28-Apr-2023 Hello people, I have a question regarding the reserved state. So far I'm able to recreate the following scenario. 0(1) -Call-Related Tasks gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. CM 11. Come back to expert answers, step-by-step guides, recent topics, and more. How to make Finesse agent alway Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 11. The agent can then choose to go to Ready status or choose from one of the configured Not Ready reason codes from the agent state drop-down list as Cisco Finesse 12. Direct Preview . It is standards compliant and offers low cost customization of the agent and supervisor desktops. Mark as New; Bookmark; Subscribe; Hi All, I have encountered a problem with agent suddenly logout from the system but the status still in "Ready" state. Finesse uses the standard HTTP status codes (for example, 200, 400, and 500) in the response. The user attempted to run the API against the secondary Finesse server. Solved: I configure Auto Answer on Finesse using this guide: Configure an Auto Answer with Finesse - Cisco But when my agent is on state Not Ready, call is auto answered. Users have been reporting issues with answering calls. 2. 10000-38 as well as Finesses. 6 version, but those commands are available in 12. Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12. Most of the time works fine. Post Reply Learn, share, save Hello, I have a pair of UCCX 10. Agents are located at multiple different locations and all reported the brief event. , The agent is on Not-ready - Lunch state then changes the state to ready state. For a non-authenticated API via proxy, refer to the Desktop Configuration section in the Cisco Finesse Desktop Interface API Guide. Cisco Finesse supports the wrap-up functionality for all types of inbound and outbound calls. If there's any hidden agent status could be used for agents to process their after-call work while they're still ready for the coming calls ? Maybe "Ready-Pending" or something like that?Just to count the utilization of their's daily off-line work more visually. Cisco Finesse 12. 1. After deploying the phones agents signed into Finesse from the phones lose the status screen after a presented call rings with no answer. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 11. Hi Lam, To dig deeper into the bug/heap dump, please open a TAC case. Statuses . Errors that might be for Finesse-specific events are listed below: 500 Internal Server Error By default, Cisco Finesse Release 12. Finesse 11. . So now I attempt to put the agent into a NOT_READY state with reason code 71 Cisco Finesse Rest API not allowing changing agent state to not-ready with reason Code Go to solution. In most cases, the updated CallID value maintains a relationship to the original CallID value, and therefore Finesse maintains the same Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. Report-specific help/Template help: This help content explains how to use the report. 10000-31 (ES03-93) The problem is very random and cannot be only signaling in Finesse via CTI, it means the call cannot be delivered to the agent for some reason Dear Sir, I have UCCX 10. Agents are getting back to the Not- ready - Break or Not-ready - Lunch state after completing an active chat or email task. 5(1) ES07 Recently had all agents connected to our side A finesse server lose connectivity. Level 1 Options. Open a TAC Case Online; US/Canada 800-553-2447; Worldwide Support Phone Numbers Finesse 12. 6 with Finesse . 404 Hello everyone, hopefully someone can help understand this problem: Detail: When Service Desk agents are set to the "READY" state, they immediately transition to the "RESERVED" state and then automatically to the "CALL NOT ANSWERED" state. Actual URL will be like below: Then I get the resulting web page that said "Cisco Systems, Inc HTTP Status 404 - /finesse/logs" "type: status report, Message: finesse/logs, description: http 404" 0 Helpful Reply Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12. Thanx, Denise Cisco Finesse Desktop User Guide for Unified Contact Center Enterprise Release 11. 0 APIs and facilitates integration of value-added applications. Agent Status Change from Headset Cisco Finesse requires a VPN to connect remotely. Represents the system information status values. To view, start, or stop services: utils service list: This command retrieves a list of all services and their When an agent signs in to the Finesse desktop, the agent state is set to Not Ready. Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 11. It is all part of the Contact Center Optimization feature license which also includes other pretty cool features such as a Personal Wallboard using the new Blynclight Nameplate product. PCCE 10. We have Finesse 11. Regards. The one (Chapter 2) you are looking at is just for an illustration purpose. and the other we're using UCCX 12. COOKIES set as part of response: ssotest=true Post message to parent window with below object: { status: "true", errorMessage: "" } Example Failure Response: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 11. 6(2) 28-Apr-2023 User API Errors - Provide customer service agents a way to integrate with their contact center interfaces. Reason Code 32762 represents the AGT_OFFHOOK Finesse offers transparent integration with the Cisco Collaboration portfolio and is standards-compliant. I was not able to find a live data report in CUIC to add to Desktop Layout. com:8445, it forAll—The boolean flag that denotes the global status for the reasonCode. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination Finesse obtains the dialogId value from the CallID value defined for the calls by the CTI Server. Cisco Finesse Desktop Interface API Errors - Provide customer service agents a way to integrate with their contact center interfaces. Our agents are requesting the ability to see color indicators next to their co-team agent states as they did in CAD. com</xmppDomain> Bias-Free Language. 5. HTTP Status 500 - type: Cisco TAC involvement is necessary to resolve this. SystemInfo. 5(1)SU1 gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Has anyone e Check the Sign In to Finesse section of the developer guide. When it goes into failover mode (primary down) and agents login to the secondary node they were seeing errors on all the Important processes to Finesse are Cisco Tomcat and Cisco Finesse Notification Service. Exceptions may be present in the documentation due to language that is hardcoded in the But who has changed the agent status in Cisco Finesse I don't find. 33 MB) PDF - This Chapter (1. systemCode—The boolean flag which denotes whether the reasonCode is system-generated or customized. 6 guide version, we got the commands from 12. By trying to open the finesse window again, it shows the error: HTTP Status 404 - /desktop. I believe that this feature request will have to be handled by the Cisco Finesse dev team, or you will have to switch to some 3rd party For IT professionals, Cisco Finesse offers transparent integration with the Cisco Collaboration portfolio. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination Cisco Finesse 12. Check all the possible things such as NTP, DNS resolution, network, Firewall/antivirus, ports, ESXi host on which UCCX is installed etc anything or everything else that might come in your mind as well related to Network infrastructure. 0(1) Status: Available | Release Date: 11-Jan-2019 . For example, the agent is in Use the User - Change agent state API to change the agent state to Ready. Finesse MaintenanceMode - Provide customer service agents a way to integrate with their contact center interfaces. Hi All, We have incident in our Cisco Finesse when one of the Agent is claiming that she experienced the scenario where she is currently on "Not Ready" state when suddenly the state automatically changed to "Ready" She never ticked anything but was automatically changed to ready, thus a call was ro •TorestartCiscoFinesseTomcat:utils service restart Cisco Finesse Tomcat IfaCiscoFinesseservice-relatedproblemexists,restarttheFinesseservice. Configuration APIs cannot be run against the secondary Finesse server. The SystemInfo object represents the Finesse system and provides high-level configuration and state information such as the deployment type, the current system state, hostnames of the finesse nodes, and other details. 5(1) Cisco Finesse 12. Multiple vulnerabilities in the web-based management interface of Cisco Finesse could allow an unauthenticated, remote attacker to perform a stored cross site-scripting (XSS) attack by exploiting a remote file inclusion (RFI) vulnerability or perform a server-side request forgery (SSRF) attack an affected system. PDF - Complete Book (3. All HTTP errors are returned as HTTP 1. Indicates the status of the Cisco Finesse server in maintenance mode. When the agent is in Ready state and a call Finesse Desktop can fail over independent of the Unified CCX engine mastership status. Beyond the Essentials tier, ISE Advantage and Premier unlock advanced Check the db replication status on all the Cisco Finesse cluster nodes to ensure that all servers are replicating database changes successfully. Reservation Call — — callType: OUTBOUND_ PREVIEW . 6 the agent status change from ready to not ready suddenly for all agents , we checked the service all is ok, browser is firefox and IE any idea? Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. 5(1) CUCM 10. 5(1)SU1. The only value I could find was "400 ms (round-trip) from Finesse client to Finesse server" (Cisco Finesse Installation and Upgrade Guide). 5(1) -Cisco Finesse Desktop Interface gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. When I make finesse api call, I get the success message with Status code as 200 and the response as xml. and the other Finesse Agent is in Not ready state,Still calls landing on Finesse desktop Agent ID : dparri14 ACD Number: 1466106778 Incoming call: 1466102190 Attached logs for reference Bias-Free Language. 5(1) -Chat and Email Related Tasks gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Home tab – displays the number of calls waiting in the queue as well as the amount of the time the first caller has been waiting in the queue. The close I can find that meets this is the Team Performance gadget that Supervisors get; however, it only works for Supervisors. UCCX rls 11. Use the Cisco Option Package (COP) file installation to install the languages you require for your agents and All HTTP errors are returned as HTTP 1. Discover and save your favorite ideas. Check the active ServerDown alerts to ensure that all servers are active and available on the Cisco Finesse cluster nodes. Hello. 0(3) and cad 8. For example, this image shows how the Finesse web client sends a SystemInfo request which checks Finesse Tomcat status every minute as a failover check. Talk time, hold time, Hi DJ, Done with the checking of the issue. 5 , CUCM 10. 6 UCCX 11. Below is my code /** * Constructs and sends a request Bu we couldn't find any commands for enabling CORS in Cisco Finesse Admin guide 11. 6(2) Administration and Setup Guide for Webex Engage with Contact Center Enterprise 28-Apr-2023 (PDF - 767 KB) Cisco Finesse Administration Guide, If Cisco Finesse Tomcat is down, then Finesse desktop displays 502—Bad Gateway error message. 1 Status Codes. It also helps improve the customer Finesse sends a SystemInfo notification of status OUT_OF_SERVICE (if desktop is still connected to the Cisco Finesse Notification Service). Just to give a little more information, if Finesse agent is in Notready state, the Queue to skill node passes through the "success" path. After request made Cisco Finesse agents must accept both the certificates on the Cisco Finesse nodes when logging into the Finesse desktop in order to receive the notifications for the Finesse maintenance mode. Logged in agents automatically failover to uccx02 (no issue on this) However when other agents came into duty shift, they clicked their Cisco Finesse bookmark https://uccx01. I want to able the supervisor to change the agent status from reserved to ready / not ready state. Regards, M. Site A remains Master. 0(1) version. What is the best way to verify if the Status change is Use the User - Change agent state API to change the agent state to Ready. By default, The desktop chat status is retained, and all active chat sessions are lost. Exceptions may be present in the documentation due to language that is hardcoded in the Yet UCCX Serviceability shows Cisco Finesse Tomcat as IN SERVICE . I believe that is where I David is absolutely right here, PING is not enough. With some call flows, the messaging between Finesse and the CTI Server refers to an updated CallID value. Cisco Finesse Not Ready - Call Overlap status is a very common issue seen on Finesse desktop. With UCCE wherein Finesse is deployed separately this can be done but not with UCCX wherein Finesse is co-resident. Returns {String} The ID for the skill Hi, UCCX, finesse10. cisco. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces Cisco Finesse contains predefined values which gives the user (i. Finesse supports the following CLI commands and has qualified their use. Clients obtain information about both the servers in the Finesse cluster, and monitor the status of the servers throughout the lifetime of the Bias-Free Language. 5(1) version. 0(1) -Cisco Finesse Desktop Interface gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Additionally, the http-bind messages from the BOSH connection are also displayed. The Finesse agent to agent chat utilizes the Cisco IMP server as the 3rd part XMPP client integration which is HTTP over BOSH. This is only supported for Unified CCE deployments. EF gadgets for Cisco Finesse increase agent productivity and collaboration within the teams - Cisco Partner Solutions & Services - Cisco DevNet Ecosystem Exchange. Exceptions may be present in the documentation due to language that is hardcoded in the user Cisco Finesse. BAStatus: BLENDED_PREVIEW_ OUTBOUND_ RESERVATION or PREVIEW_ OUTBOUND_ RESERVATION . Solved: Hi, We are facing issue like "Off-Hook". Step 1. The transfer is from the Finesse desktop to a CTI RP. We tried to enable it under impression that commands might be missed in 11. It displays whether Cisco Finesse HTTPS Redirect is currently enabled or disabled on the system. Cisco Unified Communications Manager (CUCM) server has a big role here as well. Configure. The state of the agents change from talking to phone failure or phone working and after that they can not hold or transfer their calls. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12. If Finesse finds the key, it displays in the value in the tab. When the maintenance mode starts, agents get notifications with a banner message saying the exact time the desktop starts migrating to the alternate node. Headset Service Discovery via TFTP The phone learns the Headset Finesse settings as a part of the TFTP process Finesse on Site B remains OUT_OF_SERVICE (by default when Site A is master) Sessions will be stuck, no operations can be performed. Queue details in call Cisco Finesse IP phone agent functionality allows agents to access Cisco Finesse functions, including agent state, ready and Hi, Anyone knows where finesse stores the configuration data, for example i am looking to find the wrapup code storage in the system. Cisco Unified CCX Administration System version: 12. Clients obtain information about both the servers in the Finesse cluster, and monitor the status of the servers throughout the lifetime of the Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12. Application-specific help: This help content explains how to use Unified Intelligence Center in general. Can you check for the status of the Cluster View Daemon? CCX Serviceability is showing it as IN Since Cisco Finesse replaced Cisco Agent Desktop (CAD) as the agent desktop software, the agent to agent chat function is not available until this Finesse release 12. This example shows the URL field for a After you sign in, you can change your status to Ready to make yourself available for calls. the problem is that Contact Center Finesse and even IPCC Agent goes on not Ready State after 30 minutes inactivity. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product experts, we are in situation that agents are not sitting all time to pick up & have to work on something else. com:8445. The help can describe the fields or provide details of the Solved: Good morning companions I have the following case. 6 and we have so many problems with cisco finesse. In most cases, the updated CallID value maintains a relationship to the original CallID value, and therefore Finesse maintains the same Formerly WSA, Cisco Secure Web Appliance provides multiple ways to automatically detect and block web-based threats : Security Cloud Sign On : Status for easy access to all Cisco Security products with one set of credentials (formerly SecureX Sign-on (SxSO)). It doesn't happen on IE11. Cisco has more than 200 offices worldwide. Common Tasks. I seem to get the answer that the CTI settings in Finesse administration are wrong - but in UCCX there is no settings page in Finesse administration. Restart Cisco Finesse Tomcat and Cisco Finesse Notification Service for the changes to take effect: utils service restart Cisco Finesse Tomcat utils service restart Cisco Finesse Notification Service CiscoFinesseCLI 12 CiscoFinesseCLI experts, we are in situation that agents are not sitting all time to pick up & have to work on something else. b. It is supported from Cisco Finesse, Release 12. Agent B gets selected and gets reserved - but finesse does not show any button to take the call (Cisco Jabber shows the incoming call, after taking the call - state in fiinesse still in reserved state) - it gets stuck in this state - even when the caller hangs up - it stays at this state for about 2 minutes. e. 24 MB) View with Adobe Reader on a variety of devices Click the status drop-down list and select Not Ready (or Not Ready with the appropriate Checking Cisco Finesse Tomcat status These are the live log collection schedules: Schedule ID:1 Created At: Thu Jun 6 23:23:53 PDT 2019 Duration: 240 seconds Frequency: 60 seconds Agent Ids: 1001002. 6(1) the agent went into ready state and received a status 202 Accepted status. 5(1) Finesse 10. Some times when phone failure happens the agents have to sign out from their jabber and finess The SystemInfo object represents the Finesse system and provides high-level configuration and state information such as the deployment type, the current system state, hostnames of the finesse nodes, and other details. Clients obtain information about both the servers in the Finesse cluster, and monitor the status of the servers throughout the lifetime of the Solved: Hello, I'm fairly new to managing UCCX, so I apologize if my terminology isn't accurate. supervisors and agents) enough time to auto-recover from semi-minor failures, including High Availability (HA) failures without requiring the supervisors/agents to login again. And the status we already have now Hi We have UCCX 11. 0(1) Cisco Finesse Agent and Supervisor Desktop User Guide Release 12. 6(2) 28-Apr-2023 Dear Sir, I have UCCX 10. See the current online version for the latest version. Resource Ownership and Access But who has changed the agent status in Cisco All our agents have bookmarked Cisco Finesse on their browser as https://uccx01. I was wondering what logs from the finesse CLI I could pull Solved: Hi, We are facing issue like "Off-Hook". also this case happens when they are ready and no active calls. phan1. 10000-38. Statuses - Provide customer service agents a way to integrate with their contact center interfaces. Problem is present only in situation, when we are using Finesse app and other application or only external application without Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12. I had already seen those lists of codes, but it doesn't really get to the root of my question. We need a way to identify who has changed the agent status in Cisco Finesse. When the agent goes off-hook to place a call, the Finesse desktop changes the agent status to Not Ready with this reason code. 0(1) Cisco Finesse Administration Guide, Release 12. 6. 0(1) Cisco Finesse 11. Cisco Finesse desktop operations can be performed using the available REST HTTPS request described in this guide. 5(1) ES2 onwards. Check by using RTMT—Select Alert Central from the tree hierarchy or choose System > Tools > Alert > Alert Central and verify the alerts. You can see the feature set here: The Reasons tab on the Cisco Finesse administration console allows you to view, add, edit, and delete Not Ready reason codes, Sign Out reason codes, and Wrap-Up reasons. Cisco Finesse. And when she come back to desk, she forgot to put in "ready" state. This seems to be fixed in 11. These status codes indicate overall To get the status of SSO test on an older versions of Internet Explorer or any third-party non-browser clients that do not have this API, use the cookie set as part of HTTP response. Cisco Unified Communications Manager (CUCM) server has a big role here Cisco Finesse Notification Service Logging. 0 and above. Show: View information on cluster nodes, hardware status, network configuration, installed software, system status, Cisco Finesse supports localization for the Finesse agent desktop when Finesse is deployed with Unified CCE. Bias-Free Language. The Agent State Detail Report reflects the status changes as described, and the Agent Detail Report shows the correct Call Information as well. Addresses and phone numbers are listed on the Cisco website at www. Access via non-proxy: If this API is not accessed through a proxy, credentials are not required. Clients obtain information about both the servers in the Finesse cluster, and monitor the status of the servers throughout the lifetime of the I have changed the agent state to Ready. Some times when an agent has an active call, the status changes from Talking state to Not Ready suddenly and after that when I check the CUIC reports it shows that the agent was totally in Not Ready state instead of Talking. I run a simple queuing for distributing incoming calls. The Embrava Blynclight and busylight products support Agent status display for Cisco Finesse and underyling UCCE/UCCX. Preview . On Finesse Publisher and Subscriber, ensure CORS is enabled using the command utils finesse cors status. If Finesse does not find the key, it displays the key as the default value for the tab. 6(2) 28-Apr-2023 Product Overview. agent take a call 2. connection topic to receive status information about the XMPP connection, which is automatically established by the Finesse Desktop or a Finesse Desktop gadget (within a non-Finesse container). Receives red bar across Finesse with a message that says This API allows an administrator to get a list of wrap-up reasons assigned to a specific team. Predictive . 6(1) Chapter Title. Get presented with an email/SMS task an When the desktop loads, Finesse reads the label for each tab and attempts to find it in the resource bundle (as a key). 5(1) CVP 10. be informed this happens to some agents not all ,and we set service parameters to let ag CHAPTER 1 Cisco Finesse Desktop Interface 1 FinesseAgentDesktop 1 FinesseSupervisorDesktop 4 StateandCallTimers 6 FinesseDesktopBehavior 7 FinesseDesktopFailover 7 Change Status Openthedrop-downtochangethestatus Enter Togglebetweenthestatus ArrowKeys,TabandShift-Tab ApplyStatus Enter Ensure Source(s) is added to the frame access list in all Finesse nodes in the cluster. 6(2) 28-Apr-2023 You are signed into the Cisco Finesse desktop and your status is set to Not Ready. 0 Any idea what can be the reason? Thank you Finesse will not change the state unless agent does it themselves, the kind of feature you are looking for Finesse might be possible but will require customization. 6(1) Status: End of Support | End-of-Support Date: 30-Sep-2023 . When this command is run, all the Cisco Finesse Not Ready - Call Overlap status is a very common issue seen on Finesse desktop. The documentation set for this product strives to use bias-free language. 5 I'm trying to figure out a strange issue where after a transfer from one agent to another queue, the rep sometimes gets stuck in talking. If there is no value in this field, then maintenance mode is not initiated on this system. Sometimes, an agent (each time a different one) is logged out suddenly and he get the reason code: 50003 Please find attached a logout status report that is showing the agent using extension “7459” has been logged out at 13:48:50 and reason code “50003” I am attach Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 11. It provides low-cost customization of the agent and supervisor desktops through open web 2. When they are not answering call, Finesse agent, will be forced to "not ready " state. In Agent_Event_Detail, I have records with ReasonCode = 999, 1000, and 1001. If this happens, What happens if the agent doesn't navigate away from Cisco Finesse? Watch the Wrapup Reason Codes, they should automatically disappear within 20 seconds (likely around 18 seconds). Deepak Gadgets subscribe to the finesse. 6(2) Administration and Setup Guide for Webex Engage with Contact Center Enterprise 28-Apr-2023 (PDF - 727 KB) Cisco Finesse Administration Guide, Release 12. The phone screen reverts to the device profile without the Finesse Status being displayed as it . Install and Upgrade Guides. -----Cisco UC Architect 0 Helpful Reply. Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. Ensure Source(s) is added to the frame access list in all Finesse nodes in the cluster. UCCE, UCCX — lastCTIHeartbeatStatus . We recently implemented Finesse 10. utils finesse desktop_auto_log_collection delete: This command deletes the active log collection schedules. It also helps improve the customer SystemInfo. Check the Sign In to Finesse section of the developer guide. For example, The issue occurs when the agent close the finesse while logged in. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product Hi, Do you have Finesse in the solution? Finesse has APIs to retrieve the agent state which can be used in Microsoft Teams. This example uses the same agent information as the previous example. Hello, we have faced an issue with some of our agents on finesse . callType: OUTBOUND_ DIRECT_ PREVIEW Show: View information on cluster nodes, hardware status, network configuration, installed software, system status, Cisco Finesse supports localization for the Finesse agent desktop when Finesse is deployed with Unified CCE. Solution. When the agent places an outbound call on their Agent Extension, it does automatically go into NOT READY - OFFHOOK mode HTTP Status 500 - type: Cisco TAC involvement is necessary to resolve this. Scenario 1: Did a fail over test by shutting down uccx01. From the Cisco Finesse Release 12. We faced issue, where we cannot change agent's status to Ready after login in to Finesse app and external app controlling our devices. The timeout and recovery values for UCCX Cisco Finesse mimics the values for UCCE (Cisco Finesse). The following figure shows the Cisco Finesse agent desktop as it appears when you Cisco Finesse is a next-generation agent and supervisor desktop. Data to be displayed at Agent level Real time data -calls in queue, longest wait time of call, No. 6(2) 28-Apr-2023 Agent B gets selected and gets reserved - but finesse does not show any button to take the call (Cisco Jabber shows the incoming call, after taking the call - state in fiinesse still in reserved state) - it gets stuck in this state - even when the caller hangs up - it stays at this state for about 2 minutes. On clicking the user options on the top right corner, your role (agent or supervisor), agent name, agent ID, extension, and mobile number appear in the drop-down. No reason code can be found for this Not Ready. This is our platform, no HA deployed. When the agent is in Ready state and a call is placed from the ACD (Automatic Call Distribution) line, the system issues Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. Symptom: Finesse desktop cannot load up and throw 5xx errors. Enter this command into the CLI in order to view the port utilization, or "netstat" equivalent: show tech network sockets. restservices. what is mean "Phone Working" ? my version of UCCX 11. while agent are talking with colleague he undertand that he need to call to another colleag Posting this question to see if anyone knows or has done a setup where the agent status can be seen when the browser is minimized on the task bar when using Finesse (similar to how CAD is when minimized). 5(1), CTI Statistics or Incoming Responses Queue is removed due to the architecture changes in the CTI event processing. We found out that UCCX Engine seems automatically restarted which is the cause of the issue on finesse. This wrong report and misfunctionality has caused so many issues. These status codes indicate overall ReasonCode API Parameters - Provide customer service agents a way to integrate with their contact center interfaces. Failure Scenario 3 - Finesse Tomcat is IN SERVICE but Finesse Status is OUT_OF_SERVICE. I am newer in development. Normally the system should display the agent in the "RESE We are working with our own Virtual Agent Console application utilizing the Cisco UCCX 11. Note. Execute the CORS commands on all CUIC servers: utils cuic cors enable utils cuic cors allowed_origin add https://<finesse-publisher> We recently implemented Finesse 10. com/go/offices. Google hasn't been much help. Restart Cisco Finesse Tomcat and Cisco Finesse Notification Service for the changes to take effect: utils service restart Cisco Finesse Tomcat utils service restart Cisco Finesse Notification Service CiscoFinesseCLI 12 CiscoFinesseCLI Cisco Finesse 12. I have this customer that stated agents are taking too long in the reserved state. Recovery - After Finesse Tomcat comes back up, stuck sessions resume automatically. Any subscriptions that are left behind persist on that node in the Cisco Finesse Notification Service. All Support Documentation for this Series; Maintain and Operate. The own Finesse mechanism is: 1. Is it possible? Solved: Hi All, I am using finesse api to develop a thin client using jquery and jabber. Cisco Finesse Desktop User Guide for Unified Contact Center Enterprise Release 11. It seems to happen when doing multiple transfers / conferences. Execute the CORS commands on all CUIC servers: utils cuic cors enable utils cuic cors allowed_origin add https://<finesse-publisher> PCCE Deployment 10. Since that long time is impacting the production time customer would like to modify that reserved state time down to Hi . The heartbeat request from Finesse server to CTI server. Desktops that receive events for more than one agent (such as a supervisor desktop running Team Performance and Queue Statistics gadgets or an agent desktop running Live Data reports that contain information about other agents or skill groups) require Bias-Free Language. as a workaround, I had to advise the Finesse agents in READY mode are complaining that when they answer or originate a call on their direct Primary Extension that they are not automatically placed into NOT READY mode. not yet visible to the public. Clients obtain information about both the servers in the Finesse cluster, and monitor the status of the servers throughout the lifetime of the Requirements, such as processor speed and RAM, for clients that access the Cisco Finesse desktop can vary. Everything is fine when we are using only Finesse app. Calls come into the CSQ and assigned to agent, In Finesse, agent hits direct transfer, enters phone number, and hits transfer. This has been an ongoing problem that happens randomly. Umbrella : Status, maintenance, and history for Cisco Umbrella by region with You are signed into the Cisco Finesse desktop and your status is set to Not Ready. Help them quickly search for information Outbound Call Types and BAStatus for Finesse with Unified CCE; Progressive . For more information about these vulnerabilities, The agent has a Cisco 8851 phone and uses finesse. 5 and a Samsung Tablet as Finesse Agent or Cisco IP Phone 9951 as IPCC Agent. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product View Cisco Unified Intelligence Center Help . When this was reported I looke Cisco Finesse. I have changed the agent state to Ready. 5(1) Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12. When the user is clicking "Making Consult Call" button in custom gadget, we are calling "Make a Consult Call Request" method in finesse API UCCX 10. Whenever a call comes in they're state goes from "Ready" to "Not Ready", and Bias-Free Language. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces Hello, Agent complains that sometimes after outbound call the Finesse change status from Not Ready to Ready. 5(1) or higher supports only secure HTTP (HTTPS) requests from clients. after continuous follow-up, an internal bug has been raised. Use the following commands to view the status of, enable, or disable Cisco Finesse Notification Service logging: utils finesse notification logging status: This command displays whether Cisco Finesse Notification Service logging is currently enabled or disabled on the system. 6 version but we didn't find any such • The Cisco headset syncs agent status information with Cisco Finesse giving agents the option to control their status from either interface. Restart of Finesse Tomcat Services would fix the issue temporarily. 9 out of 10 times it is a network issue and before TAC collect logs and tell you Cisco Finesse 12. It helps improve the customer care experience that your contact center delivers. Overview: Product Overview: Status: Available Order Series Release Date: 29-OCT-2010: Contact Cisco . huy. SMS. I have UCCX version 11. Finesse obtains the dialogId value from the CallID value defined for the calls by the CTI Server. Sherif Some agents might be forced into a READY status (via Automatic Work parameter) before they selected a Wrapup Reason Code. than agent click the button Consult to make consualt call 3. the bug ID is CSCvo90707. vpn issues, users closing their finesse window and not changing their status, etc. (NTP) is properly synched (this is a requirement of Finesse): utils ntp status. test. Check with 2Ring which is Cisco Authorized partner for developing Finesse gadgets and providing various Finesse customizations which do not come out of the box. You can also ask CUIC isn't exactly real-time reporting, meaning, if you run the 'Agent State Detail Report' it should reveal the previous status and duration for each agent. This is likely related to CVP server and it is unreachable table mechanism. Note thatmostservice ReasonCode API Errors - Provide customer service agents a way to integrate with their contact center interfaces. 6 nodes setup in HA using Finesse. Connection status information can be used to determine the state of the connection so that a gadget can act Hi, We've gotten new 8811 phones to replace existing 7965 phones. Step 5 Check network connectivity and DNS server configuration by running the utils diagnose module validate_network command on all the Cisco Finesse cluster nodes. Port Utilization/Netstat Equivalent. success, failure . Finesse is pretty strange when it comes to cached content, so you might even need to clear the browser cache on all machines too. It doesn't report the agent's current status because technically, the event hasn't ended yet, and the duration hasn't been determined yet. In Cisco Unified Intelligence Center, two types of help are available: . You will also be able to see your team We are seeing an issue where an agent's status reverts to a previous state after making an outgoing call or receiving an internal call (non CSQ). The call is returned to the CSQ after this state change. 0(1) and tried to implement in our 11. So, I do know the scripting part is fine. How to make Finesse agent alway Use the User - Change agent state API to change the agent state to Ready. 5 about status. Is it possible to show case real time and historical data in Finesse. 5(1) retains the earlier behavior, which can be modified using the enableAutoWorkModeStateChange property. When it goes into failover mode (primary down) and agents login to the secondary node they were seeing errors on all the Intermittently, Finesse can begin to not respond to agent requests or internal requests. What this means is no matter what all is happening on the Non-ACD line, Finesse will never be notified of the same and agent will remain in Ready state only. 1. Cisco DRS allows you to perform regularly scheduled automatic or user-invoked data backups and to restore data if the system fails. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, Hi, I have reported an issue with the chrome browser where the agents are getting auto logout when the chrome running in the background. Can a Finesse agent see the status of others logged into the same CSQ but on different Teams. The cause is again the Google chrome timer throttling and tab discarding. The buttons in the call control area change depending on the situation. I don't have any of these codes configured in Finesse; therefore I'd assume that either Finesse or CTIOS are setting them automatically. 6 Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12. 5(1) SU2 gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. After a call has entered the CSQ, the agent state changes to Reserved for a split second and then changed to Not Ready. Your customer service representatives need immediate access to a wealth of information. Cisco Finesse ® helps businesses and organizations deliver a Connected Digital Experience, enabling you to deliver contextual, continuous, and capability-rich journeys for your customers, across time and channels. After request made Looking for assistance with agents getting stuck in reserved status. String . The possible values are IN_SERVICE and OUT_OF_SERVICE. Finesse MaintenanceMode The Finesse MaintenanceMode object represents the state of the Finesse maintenance mode. Customer said average time is 9 secs. This issue is documented by Cisco bug ID CSCvy99585 and Cisco bug ID CSCvy99583. If this is disabled, you can enable it using the command utils finesse cors enable. Finesse 12. fegp bbion ykzsv plkxw iezpyzrr qtad austp jhhm ummiedq tkvdvys