Go to Phone Books and assign the previously created Phone Book Select when to perform the action, mimic the same behavior from CAD Under Manage Workflow Actions an create a New action Use the same reason codes you collected from CAD Import the Phonebook you exported previously in CAD Configure the call Variables that will be used, remove all the ones you are not going to useĬonfigure 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.An XML will open and you should see this as part of the XML: Verify the Service is active and running after the restart: To activate use the following CLI command: Utils service list – Ensure that Cisco Finesse Tomcat is – Service not Activated Make sure CSD is working properly and that you can test all the functions that are enabled Verify Operation of Cisco Agent and Supervisor Things to Check in the Cisco Desktop Administration if you are collecting this information from an already working environment this should be functional. Make sure the Skills are configured properly. Make sure the Resources are configured properly.

Make sure the CSQ is configured properly. Make sure all aspects of this section are completed and configured. On this section we are taking a look at all the variables that conform all the current configuration of the CAD

It is recommended to archive the recordings made with CAD and CSD.

The Agent E-mail feature is ONLY available when using the Cisco Finesse Desktop.Ĭisco Finesse supervisors CANNOT access recordings previously made with CAD or CSD.

The Agent Web Chat feature is ONLY available when using the Cisco Finesse Desktop.

When CAD Finesse Mixed Mode operation is enabled, the following functional caveats must be observed: Now we should also pay attention to the caveats that we may run into regarding Mixed Mode (Finesse and CAD) 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. 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 one is an interesting one to note because is a question that we may get asked very often. 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.

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