Finesse Configuration
Finesse server configuration provides several options to fine-tune the connection to Finesse.
All these options are shipped with out-of-the-box default values. To start with, only the server URLs and ports must be configured.
Since SAP C4C does not allow the alteration of multiple Live Activity Configurations, it is only possible to configure one Finesse server pair for all agents.
URL configuration
The following configuration keys are used to let the gadget know where the Finesse servers can be reached:
| Setting | Description |
|---|---|
finUrlA | The URL of the Finesse server (side A). This is a required configuration value. Please note: Do not add the port at the end of the URL since this is done via a separate configuration key finHttpPortA. |
finUrlB | The URL of the Finesse server (side B). This is an optional configuration value. Please note: Do not add the port at the end of the URL since this is done via a separate configuration key finHttpPortB. |
finHttpPortA | The Port on which the Finesse server Rest API (Side A) is listening. |
finHttpPortB | The Port on which the Finesse server Rest API (Side B) is listening. |
finXmppPortA | The Port on which the Finesse Notification Service (Side A) is listening. |
finXmppPortB | The Port on which the Finesse Notification Service (Side B) is listening. |
Connection settings
In some instances the default configuration is not adequate. In such cases, the following settings should be adjusted:
| Setting | Description |
|---|---|
finConnectionTimeout | The maximum number of seconds permitted for a connection attempt to one Finesse server. |
finPollIntervalOnError | If the connection to Finesse is lost, this setting defines the wait interval (in seconds) used before attempting to re-establish the connection. This procedure repeats until one of the servers (in redundant deployments) can be successfully connected. |
finMaxConnectionRetries | Specifies the maximum number of connection attempts to the Finesse server before trying to connect to the secondary Finesse server. |
finBoshTimeout | Specifies the number of seconds to wait for an XMPP Notification event from Finesse. After the configured number of seconds, the XHR request is cancelled and a new one is initiated. |
finBoshRetries | Networks may drop and connections may be temporarily unavailable. This setting specifies the number of ongoing failed BOSH XHR requests before the application considers the connection to have failed. |
The values BOSH push timeout and BOSH max retries only matter for Cisco Finesse versions below 12.0. Starting with version 12.0 the connections to Cisco Finesse are made over Websockets and not BOSH anymore.
Updating the Finesse configuration
Please note that changing the Finesse configuration means that all agents will have to log in again the next time the page is reloaded.
Finesse Phone Book settings
The following configuration key is used to enable Finesse Phone Book lookups.
| Setting | Description |
|---|---|
finEnablePhoneBook | Enable Directory Lookup in Finesse Phone Books. |
Finesse Phone Books are configured and assigned to the agent's team directly from within Finesse.
When the Finesse Phone Book feature is enabled, the "All Users" phone books and the "Teams" phone books assigned to the agent's team are downloaded to the gadget and stored locally in the browser cache when the agent logs in. When typing into the Search field for an outbound or consultation call, a lookup is performed in these Finesse Phone Books and the results displayed.
Requires Finesse 12.5 or higher
Single Sign-On
In order to enable Cisco Single Sign-On towards Cisco Finesse the configuration key finSsoFramePath has to be set.
Prerequisites
Ensure that the Call Center is configured for SSO:
- IdP is configured.
- IdS is configured and trust is created with IdP.
- Global SSO mode on administrative workstation is set to Hybrid (supported as of Finesse 12.5) or SSO Only.
- Agents are configured for SSO login.
- The Content Security Policy is enabled on the Finesse Server. See Enable CSP on Finesse Server for more information.
For more information on the configuration please refer to the Cisco SSO guide for CCE or CCX.
Check if the agent can login with SSO on the Cisco Finesse Desktop.
Enable Single Sign-On
In order to make it possible for agents to login via SSO, a file has to be uploaded to the Cisco Finesse server.
Step 1: Download the required HTML file by right clicking and "Save Link As" on the finesseSSOFrame.html link.
Step 2: Open an SFTP (port 22) connection to the Finesse Server (e.g. with FileZilla). See Reset 3rdpartygadget FTP Password in case you have to reset the password.
Step 3: Upload the SSO Frame file to /3rdpartygadget/files/C4C/SSO/.
Step 4: Go to the configuration and enter /3rdpartygadget/files/C4C/SSO/finesseSSOFrame.html as the Frame Path.
Step 5: Save the configuration.