Cisco Cisco Finesse 8.5(3) Livre blanc

 

 

© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. 

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Additional details about how to add gadgets to the supervisor desktop can be found in the Unified CCX 

Administration Guide, Release 10.6(1): 

. 

Important Considerations Before Upgrading to Cisco Finesse Desktop 

Keep the following considerations in mind when deciding between Cisco Agent Desktop and 

Cisco Finesse Desktop: 

Similar to Cisco Agent Desktop, the Cisco Finesse server runs as a Unified CCX subservice on the same virtual 

machine as the Unified CCX server. One important difference between Cisco Agent Desktop and Cisco Finesse 

Desktop is that the Cisco Finesse clients run in a browser. Aside from a supported browser, you do not need to 

install any client software on your agent and supervisor desktops. 

With Cisco Agent Desktop, the client UI is part of the application that is installed on the agent desktop. Because 

Cisco Finesse Desktop is a browser-based desktop, the UI needs to be streamed from the Cisco Finesse server to 

the Cisco Finesse client. This streaming requires more bandwidth. You may access a bandwidth calculator in the 

Cisco Unified CCX Design Guide to help you provision the network correctly for your Cisco Finesse deployment: 

Earlier versions of Unified CCX prior to Unified CCX 10.0 had the ability to run on a virtual machine or a native 

machine. Unified CCX 10.x is supported only in deployments where Unified CCX is running on a virtual machine. 

For existing customers running bare-metal deployments who want Cisco Finesse Desktop, the general steps 

follow: 

1.  Install a second

 

Unified CCX instance on a virtual machine that has the same IP address and the same 

version as the current Unified CCX instance. To avoid networking errors associated with two devices using the 

same IP address, install the new instance on a private network. 

2.  Run a backup of the primary instance. 

3.  Restore the backup onto the new, virtual machine-based instance. 

4.  Change the IP address of the new instance and move the machine out of the private network. 

5.  Migrate the new instance to Unified CCX 10.6 and confirm that the Cisco Finesse service is active. 

A Cisco Agent Desktop to Cisco Finesse migration tool is available at 

. 

In Unified CCX 10.6, it is possible to run both Cisco Agent Desktop and Cisco Finesse services at the same time. 

This feature is targeted for existing customers who want to run a trial of Cisco Finesse Desktop for a subset of 

agents while the bulk of the agents continue to use Cisco Agent Desktop.