Cisco Cisco Finesse 8.5(3) User Guide

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Table of Contents

Preface ...........................................................................................................................................................1

Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................3
Obtaining Documentation and Submitting a Service Request...................................................................3
Documentation Feedback...........................................................................................................................4

1. The Administration Console........................................................................................................................5

Signing in to the Cisco Finesse Administration Console............................................................................5
Configuring Server Settings.......................................................................................................................6
Configuring Enterprise Administration Server Settings..............................................................................8
Configuring Cluster Settings.....................................................................................................................10
Configuring Not Ready Reason Codes....................................................................................................10

Adding a Not Ready Reason Code......................................................................................................13
Editing a Not Ready Reason Code......................................................................................................13
Deleting a Not Ready Reason Code....................................................................................................14

Configuring Sign Out Reason Codes.......................................................................................................15

Adding a Sign Out Reason Code.........................................................................................................16
Editing a Sign Out Reason Code.........................................................................................................17
Deleting a Sign Out Reason Code.......................................................................................................18

Configuring Wrap-up Reasons.................................................................................................................18

Adding a Wrap-Up Reason..................................................................................................................19
Editing a Wrap-Up Reason..................................................................................................................20
Deleting a Wrap-Up Reason................................................................................................................20

Defining the Call Variable Layout..............................................................................................................21

Configuring the Call Variable Layout....................................................................................................22
Adding ECC Variables to the Call Variable Layout...............................................................................22

Finesse Layout XML.................................................................................................................................23

Updating the Default Layout of the Finesse Desktop...........................................................................24

2. The Serviceability Console........................................................................................................................25

Cisco Finesse Service Access.................................................................................................................25
How Do I Access the CLI?........................................................................................................................26

Commands Supported for Cisco Finesse............................................................................................26

3. Accessing Cisco Unified Communications OS Administration..................................................................31

4. Cisco Finesse Failover Mechanisms.........................................................................................................33

CTI Failover..............................................................................................................................................33
AWDB Failover.........................................................................................................................................34
Finesse Client Failover.............................................................................................................................35
Desktop Behavior.....................................................................................................................................35

5. Backup and Restore..................................................................................................................................39

Appendix A. XML Schema Definition............................................................................................................41

Index .............................................................................................................................................................43

User Guide for the Cisco Finesse Administration and Serviceability Consoles Release 8.5(3)

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