UCCX 10.6 Migration from Cisco Agent Desktop (CAD) to Finesse Desktop

Today I attended to the WebEx training UCCX, so this time I decided I was going to take note of all the things that I considered interesting on the training. This one is an interesting one to note because is a question that we may get asked very often. Also one more thing, CAD and Finesse can work in the same UCCX only if its running version 10.6SU1 this is called mixed mode. This post is also followed by a Q&A that was held by the Cisco team on WebEx and I added the ones I considered more relevant.

Now we should also pay attention to the caveats that we may run into regarding Mixed Mode (Finesse and CAD)

When CAD Finesse Mixed Mode operation is enabled, the following functional caveats must be observed:

  • The Agent Web Chat feature is ONLY available when using the Cisco Finesse Desktop.
  • The Agent E-mail feature is ONLY available when using the Cisco Finesse Desktop.

Cisco Finesse supervisors CANNOT access recordings previously made with CAD or CSD. It is recommended to archive the recordings made with CAD and CSD.

Collection and Discovery

On this section we are taking a look at all the variables that conform all the current configuration of the CAD

Check RCMC Team
Make sure all aspects of this section are completed and configured. if you are collecting this information from an already working environment this should be functional.

Check CSQs
Make sure the CSQ is configured properly. if you are collecting this information from an already working environment this should be functional.

Check Resources
Make sure the Resources are configured properly. if you are collecting this information from an already working environment this should be functional.

Check Skills
Make sure the Skills are configured properly. if you are collecting this information from an already working environment this should be functional.

Things to Check in the Cisco Desktop Administration
Reason Codes
Phone Book
Voice Contact Work Flows

Verify Operation of Cisco Agent and Supervisor
Make sure CSD is working properly and that you can test all the functions that are enabled

Enable Cisco Finesse Desktop

Verify Services List
utils service list – Ensure that Cisco Finesse Tomcat is [STOPPED] – Service not Activated
To activate use the following CLI command:
utils uccx finesse activate
Reboot Node
Utils system restart
Verify the Service is active and running after the restart:
https://UCCXIP:8445/finesse/api/SystemInfo
An XML will open and you should see this as part of the XML:
<status>IN_SERVICE</status>

Configure Cisco Finesse

  • Configure the call Variables that will be used, remove all the ones you are not going to use

Desktop Layout

Configure all functions that you need to present to agents and supervisors when they open the application, this could include CUIC reports and or any other Finesse gadgets

Add Phone Book
Import the Phonebook you exported previously in CAD

Configure Reason Codes
Use the same reason codes you collected from CAD

Add Workflow and Actions
Under Manage Workflow Actions an create a New action
Select when to perform the action, mimic the same behavior from CAD

Assign Configured Resources to the Team
Go to Team Resources
Select your Team
Go to Phone Books and assign the previously created Phone Book
Go to Reason Codes (Not Ready and Logout) and assign the previously created items
Go to Workflows and assign the previously created Workflow

Migrate from CAD to Finesse

Make sure you do this in a team by team basis

  • Close the Supervisor Desktop and Agent applications
  • Login as a Supervisor on the Cisco Finesse Desktop
  • Verify all functions are available
  • Login as an Agent on the Cisco Finesse Desktop
  • Verify all functions are available
  • Validate Not Ready and Logout Reason Codes
  • Validate Phonebooks and Workflows are in place
  • Validate Reports under the Agent and Supervisor under the Finesse Desktop

—————————————–
QUESTIONS and ANSWERS
—————————————–

QUESTION
Is the old team messages available in the new CCX version?
ANSWER
You can utilize partners like 2Ring, SpinSci etc to obtain those functionalities

QUESTION
I have heard through Cisco channels that UCCX 11.5 may bring back CAD, any truth to that?
ANSWER
No

QUESTION
I was told by BU use connot finess and CAD simultanously on CCX 10.6
ANSWER
10.6(1)SU1 or Greater does support CAD and Finesse mixed mode.

QUESTION
Is CUCM 11 compatible with UCCX 10.6?
ANSWER
http://docwiki.cisco.com/wiki/Unified_CCX_Software_Compatibility_Matrix_for_10.6(1)SU1

QUESTION
with an LDAP-integrated CUCM, can you use both ldap end users and non-ldap end users (local active users) as UCCX agents?
ANSWER
As long as they are an end user on CUCM with an IPCC Extension configured, UCCX wouldn’t know the difference and both would work

QUESTION
can you have mixed mode agents, finnese and CAD,on the same application/queue while migrating and testing?
ANSWER
Yes

QUESTION
will CCX 11 still support the phone agent in available in standard
ANSWER
Yes, Finesse IP Phone Agent is available in Standard

QUESTION
any plans to officially support Chrome as agent browser in the future?
ANSWER
It is on the roadmap.

QUESTION
Does a supervisor have to have an extension assigned to log in?
ANSWER
Yes, they do need an extension to login to Finesse desktop

QUESTION
for CRS Historical to CUIC, are historical reports like for like? I understand there’s some customization avail on CUIC that CRS doesn’t have but am more concerned with customers losing what they currently have in CRS Historical when moving over to CUIC.
ANSWER
The stock reports are nearly identical.  If they have HRC based custom reports created in crystal reports then some planning might be needed to replicate those with CUIC

QUESTION
If I am upgrating to UCCX 11.x, THE Finesse cannot access recording previously Made with CAD or CSD. Is there any way to convert that to mediasense for exemple? IF not I will need to separed a specific repository for these old audio files, right?
ANSWER
CAD’s recordings were limited by disk space and never meant to be stored permanently, so they do not migrate to MediaSense.  You can export them to a repository before upgrade if they need to be stored longer.

QUESTION
I presume that scripts created in version before UCCX 8.5 I can open in the editor from UCCX 10.5 or 11, right?
ANSWER
As long as there aren’t custom Java dependencies it will open in the newer versions of the editor.  If the script is older than version 8.0, be sure to check it for Windows path references before uploading it into production.

QUESTION
do you have to start finesse manually on both servers
ANSWER
yes, this is just a one time activation thats needed on 10.6

QUESTION
I assume CCX 11 and onwards you don’t need to manually activate FInesse through CLI anymore since that’s the only agent interface by default?
ANSWER
In 11 its enabled by default since Finesse is the only option. Only needs to be activated in 10.6

QUESTION
In CAD, CSQ name displays by default on incoming calls. In Finesse, this needs to be configured right?
ANSWER
Right, a call variable can have the display name changed to “CSQ” and display the CSQ

QUESTION
Will CCX prevent a supervisor or agent from using CAD if the team is migrated to Finesse?
ANSWER
No, it will not block that – It allows the agent to login with CAD in parallel, but it’s not supported because of possible issues and reporting differences with CAD

QUESTION
What happens with the created reports templates in previus version 9.x o 10.x when you migrate to ucxx to 11.x you need to recreate them?
ANSWER
They will be migrated with the upgrade.
QUESTION
Does CCX 11, using Finesse and Jabber as client, can record their ccx calls into QM Server? In 10.5 using CAD + Ip Communicator I need the MAC address of the Ip Comm in order to have the QM service on the pc working and recording. But in Jabber we loss mac
ANSWER
Recording with QM or MediaSense can be done using CUCM native recording features like built-in bridge rather than the MAC-based recording

QUESTION
In one script. I have 3 teams . Can i move one by one team and will allow other teams to user CAD?
ANSWER
Yes you can do that on version 10.6SU1.

QUESTION
Can the migration from 10.6 to 11 be done on the same VM? or do you have to have the Prime to do the migration?
ANSWER
Prime is not required, upgrades are done in the same VM

QUESTION
If you have some supervisors who are not agents and they do not have agent phones. Can they login to Finesse  without ICD extension?
ANSWER
They would need an IPCC extension configured to log into Finesse.

QUESTION
Can be the workflow action inside the finesse agent desktop, not in a new tab ?
ANSWER
The two types of actions are browser pops and HTTP requests.  HTTP requests can perform Finesse actions that aren’t in a separate tab, like start recordings of calls

QUESTION
What can we do with the other CAD features configured in old Desktop Administrator like make a blind transfer or a blind conference with a toolbar button, or workflow actions other than HTTP actions (like auto answer, agent notification, IPC action, etc.)?
ANSWER
Most workflow actions are avaiable with Finesse, However, blind transfer is not as yet.

QUESTION
Nate, what solutions is Cisco brining to allow finesse to trigger a workflow that communicates with a local application?  This is a big hurdle.
ANSWER
Third Party Gadgets can be used to do that. Offerings from 2Ring and SpinSci can be checked.

QUESTION
if you have multiple scripts using his EWT feature, is it better to create a separate script for EWT module, and then use this subflow logic in various queue scripts ?
ANSWER
Yes, a subflow to the EWT script will be a good way to do it.

QUESTION
what if my wait time is in minutes not in seconds how would you play that
ANSWER
In that case you will have to create a seperate script for the EWT in which you can configure conditions. For example if the EWT is more than 60 seconds then play “1 minute”.
You can then call this script using a Subflow in the main call script.

QUESTION
Any news when other mail servers will be supported?
ANSWER
Office 365 is on the Roadmap but is not supported yet today

QUESTION
is SocialMiner included with UCCX, or is it  a separate license / cost\?
ANSWER
Its an ADDON for CCX. You can get all the information at: http://www.cisco.com/c/dam/en/us/products/collateral/customer-collaboration/CCBUorderingguide.pdf

QUESTION
Can you have more than 1 mail server monitored by CCX?
ANSWER
Only 1 currently.

QUESTION
Can you set the Sticky Email Timeout to less than one hour? ie .5 or .25?
ANSWER
Valid ranges are 1-120 hours.

QUESTION
So SocialMiner needs to have a WAN IP address or a 1:1 Static NAT? Or can it also be behind a reverse proxy?
ANSWER
The two deployment scenarios are listed here: http://tinyurl.com/j87ygwq

About the Author:

Andres Sarmiento, CCIE # 53520 (Collaboration)
With more than 13 years of experience, Andres is specialized in the Unified Communications and Collaboration technologies. Consulted for several companies in South Florida, also Financial Institutions on behalf of Cisco Systems. Andres has been involved in high-profile implementations including Cisco technologies; such as Data Center, UC & Collaboration, Contact Center Express, Routing & Switching, Security and Hosted IPT Service provider infrastructures.

You can follow Andres using Twitter, LinkedIn or Facebook

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