Requirements
This chapter describes the requirements for the Cisco Contact Center environment that must be met in order to run b+s Connects for Dynamics.
3rd Party Host System Requirements
For third-party host system requirements, all involved Cisco components and as well as for information regarding CCE hard- and software requirements, please refer to the Hardware and System Software Specification (Bill of Materials): Cisco ICM/IPCC Enterprise & Hosted Edition. It is accessible at:
Enable Cross-Origin Resource Sharing (CORS) on Finesse Server
On a Dynamics hosted deployment of the Connects Gadget, CORS needs to be enabled on the Finesse server.
CORS is disabled by default in Finesse from version 12.0.
To enable CORS on the Finesse server use the following procedure:
Step 1: Open an SSH session to the Finesse server with an SSH client (e.g. PuTTY) and log on to Finesse CLI (Command Line Interface)
Step 2: Execute the following command on the CLI:
utils finesse cors allowed_origin add https://<yourorg>.crm<num>.dynamics.com
utils finesse cors enable
utils service restart Cisco Finesse Tomcat
utils service restart Cisco Finesse Notification Service
In order to disable CORS, execute “utils finesse cors disable” and restart the services.
Enable Content Security Policy (CSP) on Finesse Server
For b+s Connects with SSO, integration CSP needs to be enabled on the Finesse server.
CSP is a standardized set of security directives that can inform the browser of the policies to be used to help mitigate various forms of attacks. The CSP frame-ancestor policy defines the allowable locations from where the Finesse desktop can be accessed as embedded HTML content, which can help prevent click-jacking attacks.
Finesse 12.0(1) ES4 or newer, Finesse 12.5(1) ES3 (CCE) ES2 (CCX)
To enable Frame Access on Finesse server use the following procedure:
Step 1: Open an SSH session to the Finesse server with an SSH client (e.g. PuTTY) and log on to Finesse CLI (Command Line Interface)
Step 2: Execute the following command on the CLI:
utils finesse frame_access_whitelist add https://<yourorg>.crm<num>.dynamics.com
utils service restart Cisco Finesse Tomcat
utils service restart Cisco Finesse Notification Service
Step 3: Repeat steps 1 and 2 on every Finesse server
In order to disable CSP, execute utils finesse frame_access_whitelist delete https://<yourorg>.crm<num>.dynamics.com and restart the services.
Finesse 12.5(1) ES4 or newer
To enable Frame Access on Finesse server use the following procedure:
Step 1: Open an SSH session to the Finesse server with an SSH client (e.g. PuTTY) and log on to Finesse CLI (Command Line Interface)
Step 2: Execute the following command on the CLI:
utils finesse frame_access_allowed_list add https://<yourorg>.crm<num>.dynamics.com
utils service restart Cisco Finesse Tomcat
utils service restart Cisco Finesse Notification Service
Step 3: Repeat steps 1 and 2 on every Finesse server
In order to disable CSP, execute utils finesse frame_access_allowed_list delete https://<yourorg>.crm<num>.dynamics.com and restart the services.
Finesse 11.6(1) ES10 or newer
To allow Finesse resources to be loaded inside any Iframe use the following procedure:
Step 1: Open an SSH session to the Finesse server with an SSH client (e.g. PuTTY) and log on to Finesse CLI (Command Line Interface)
Step 2: Execute the following command on the CLI:
utils finesse xframe enable_all
utils service restart Cisco Finesse Tomcat
utils service restart Cisco Finesse Notification Service
Step 3: Repeat steps 1 and 2 on every Finesse server
In order to disable embedding iFrames, execute utils finesse xframe disable https://<yourorg>.crm<num>.dynamics.com and restart the services.
Network Requirements
For UCCE:
| Source | Destination | Origin | Protocol | Port | Secured |
|---|---|---|---|---|---|
| Connects Gadget (Agent Workstation) | Cisco Finesse | Agent Browser | TCP/IP | 443 | Yes |
| Connects Gadget (Agent Workstation) | Cisco Finesse | Agent Browser | TCP/IP | 7443 / 8445 | Yes |
| Connects Gadget (Agent Workstation) | Dynamics CRM | Agent Browser | TCP/IP | 443 | Yes |
For UCCX:
| Source | Destination | Origin | Protocol | Port | Secured |
|---|---|---|---|---|---|
| Connects Gadget (Agent Workstation) | Cisco Finesse | Agent Browser | TCP/IP | 8445 | Yes |
| Connects Gadget (Agent Workstation) | Cisco Finesse | Agent Browser | TCP/IP | 7443 / 8445 | Yes |
| Connects Gadget (Agent Workstation) | Dynamics CRM | Agent Browser | TCP/IP | 443 | Yes |
Redundancy Considerations
If the Dynamics platform experiences a power outage, a substitute agent desktop must be used to handle call center-based calls (i.e. the Cisco Finesse Desktop). The platform-based features (e.g. click-to-dial and work log) and information (lookup results) will not be available under these circumstances.
Cisco Finesse Failover Conditions
b+s Connects for Microsoft Dynamics supports Cisco Finesse failovers.
A failover can occur in the following scenarios:
- The Cisco Tomcat Service (Finesse Webservice) goes down.
- The Cisco Finesse Notification Service (XMPP) goes down.
- Network connection is lost or network glitch.
- Finesse loses connection to both CTI servers.