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Published byJimena Gumbel Modified over 10 years ago
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Cisco Finesse Overview and Roadmap CDN Developer Forum
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Agenda Understand Extend Deploy Understand. Deploy. Extend.
Overall Business Value Finesse 9.0 Features Deploy Ordering Details Mixed Deployment Modes Performance Specification High Availability Extend 3rd Party Gadgets Finesse Web Services Partner Integration
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Understanding Finesse
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Finesse Gadgets Mini-web pages assembled into a larger webpage
Ease of Customization via Modular Architecture Mini-web pages assembled into a larger webpage A la carte approach to agent desktop Utilize OpenSocial for standards-based integration Cisco UI Source code published to CDN
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High-Level Architecture
Cisco Finesse Client Contact Center Enterprise Cisco Finesse Server VOS Virtual Machine Web Services Gadget Container Custom Applications Authentication via Administration and Data Server CTI Cisco Unified Contact Center Enterprise PG Zero-Footprint on client Mandatory Administration Workstation (AW)
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Finesse Cockpit Agent State Controls Configurable Tabs
A Container Application that Eases Cost of Integration Agent State Controls Configurable Tabs Administrators define tab names Configurable Gadgets Administrators define which gadgets go on each tab
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Finesse Agent State Control
Switch between agent states including Not-Ready to Not-Ready transitions Support for Pending States
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Cisco Finesse Call Control
Gadget Common to Agents and Supervisors Call Control Buttons Call Context Make Call, Answer/End, Hold/Retrieve, Consult, Transfer/Conference, & Keypad Administrators define which call variables to include Wrap-Up Agents can apply wrap-up codes throughout the call or after the call
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Cisco Finesse Supervisor
Agent Statistics Team Performance Gadget Agent state, time-in-state, and extension Supervisor Controls Team Selector Change Agent State or Initiate Silent Monitor
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Cisco Finesse Supervisor
Queue Statistics Gadget Call Statistics Agents Statistics The number of calls in queue and time in queue for each skill group or precision queue Agent State across skill groups or precision queues
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Roadmap Finesse 8.5(3) January 2012 Finesse 9.0 June 2012
Post 9.0 Feature Set Agent Features Call Control Not-Ready & Sign-Out Reason Codes Call & ECC Variables Wrap-Up Codes Supervisor Features Agent State Display UCM Silent Monitor Platform Features High Availability Gadget-based Administration 3rd Party Gadget Support Finesse & CTI-OS/CAD mixed deployments Packaged CCE Support Generic PG Support Golden Template Queue Gadget Queue Time # of calls in Queue Count of Agent State by Queue Support for Precision Queues Mobile Agent Send DTMF for IVR Supervisor Time in State Metric Change Agent State Control Predictive/Progressive Outbound* WAN Deployments * Outbound Callback UI Barge / Intercept Phonebook Localization Finesse for CCX Agent Configuration Groups Secure HTTP Single-Step Transfer Multi-Line Agent-Agent Chat Firefox Support Preview Outbound
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Deploying Finesse
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Understand the Detailed Feature Set
Detailed Finesse feature set as compared to CTI-OS & CAD: s11324/product_bulletin_c html Key Outstanding Features: WAN Deployments Single Step Transfer Phonebook Barge / Intercept / Assistance Localization Preview Outbound
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Ordering Finesse Migrations between Premium Options are free!
Premium Seat allows for use of Finesse, CTI-OS, or CAD Cisco Finesse Media Kit & Server SW SKU is required ($1000 List) Finesse is part of CCE NPS SKU & UC NFR Kit
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Finesse & CTI-OS/CAD Cisco Finesse Server Mixed Deployment
VOS Virtual Machine Web Services Gadget Container CTI-OS or CAD Authentication via AW CTI Cisco Unified Contact Center Enterprise PG CTI-OS Finesse and CTI-OS/CAD shared PG No additional CCE configuration Agents can switch between CTI-OS/CAD and Finesse Same rules as CTI-OS & CAD Mixed Deployment
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Finesse 9.0 Scalability 2000 Concurrent Agents Per Finesse Server Pair
30 calls per agent, per hour 50 Agents per team 5 Supervisors per team 50 Skill Groups in Queue Gadget 3000 Skill Groups per PG 250 Outbound Agents
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Finesse 9.0 BOM Notes Details here:
Software Compatibility Finesse & CCE Versions must match Finesse 9.0 with CCE 9.0 Finesse 8.5(3) with CCE 8.5(3) Multi-Line must be disabled on the phone / no support for 8900/9900 phones Internet Explorer 8.0 Client OS Windows 7 32 Bit, 64 Bit, and WOW64 WinXP Finesse supports UCS, HP, or IBM HW that meets the following specifications: ESXi 5.0 Server Virtualization 4 vCPU’s 8192 MB Memory 146 GB Disk Space I/O Adapter Type – Flexible Thick Provisioned VM (as opposed to Thin Provisioning) Details here:
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High Availability
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High Availability Overview
Finesse Server handles PG failover automatically Finesse clients automatically failover to backup Finesse Server Load Balancer is not a required component
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High Availability Finesse Side A & B are Both Active Cisco Finesse
Agent 1 Cisco Finesse Agent 2 DB Replication for Configuration Data Cisco Finesse Server – Side A Cisco Finesse Server – Side B Web Services Gadget Container Web Services Gadget Container CCE PG Side B CCE PG Side A
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X High Availability CCE PG Side A Fails…. Cisco Finesse Agent 1
DB Replication for Configuration Data Cisco Finesse Server – Side A Cisco Finesse Server – Side B Web Services Gadget Container Web Services Gadget Container X CCE PG Side A CCE PG Side B
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Agent Experience During CTI Failure
Error Dialog presented to Agent when an agent state change or call control event is initiated Agent is not re-directed to the backup Finesse Server Agent can still access all gadgets while CTI Connection is down
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High Availability Each Finesse Node Connects to CCE PG Side B
Cisco Finesse Agent 1 Cisco Finesse Agent 2 Cisco Finesse Server – Side A Cisco Finesse Server – Side B Web Services Gadget Container Web Services Gadget Container X CCE PG Side A CCE PG Side B
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X High Availability Finesse Server A Fails… Cisco Finesse Agent 1
Cisco Finesse Server – Side A Cisco Finesse Server – Side B Web Services Gadget Container Web Services Gadget Container CCE PG Side A CCE PG Side B
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X High Availability Finesse Automatically Fails Over to Side B
Cisco Finesse Agent 1 Cisco Finesse Agent 2 X Cisco Finesse Server – Side A Cisco Finesse Server – Side B Web Services Gadget Container Web Services Gadget Container CCE PG Side A CCE PG Side B
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Agent Experience During Finesse Server Failure
Agent is redirected to backup Finesse Server Agent enters their authentication credentials Agent state and call control is restored after authentication CCE is not aware of Finesse Server failure
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High Availability Client is Lost……;Finesse Server Detects the Event and Does the Sign-out
Cisco Finesse Agent 1 Cisco Finesse Agent 2 X DB Replication for Configuration Data Cisco Finesse Server – Side A Cisco Finesse Server – Side B Web Services Gadget Container Web Services Gadget Container CCE PG Side A CCE PG Side B
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High Availability Finesse Server is Down Before Client Logs In…. Requires Manual Failover to Side B or Load Balancer Cisco Finesse Agent 1 Cisco Finesse Agent 2 X DB Replication for Configuration Data Cisco Finesse Server – Side A Cisco Finesse Server – Side B Web Services Gadget Container Web Services Gadget Container CCE PG Side A CCE PG Side B
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Deployment Best Practices
Run a small pilot first. Don’t transition all your agents at one time Keep CAD and CTI-OS on the desktop just in case you need to go back to it Don’t add too many gadgets to the container at first. Phase gadgets in one at a time Understand the key differences between Finesse and CAD/CTI-OS Authentication when client fails over Agent passwords are mandatory Agents need to login by Agent ID Wrap Up Codes are either required or not-required in Finesse (no optional)
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Extending Finesse
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3rd Party Application Deployment
When the Main Application is Not Cisco’s Agent Desktop Customer Thin or Thick App (Cisco Gadgets Optional) 3rd Party Applications (Thin or Thick) Enterprise Server Apps HTTP Cisco Finesse Web Services
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RESTful API’s REST API Examples Twitter Amazon Netflix eBay Flickr
50,000 registered applications Amazon 330,000 registered developers Netflix 20 billion API calls/month eBay 5,000 developers in 2005 Flickr Yahoo! Google Search RESTful API’s Representational State Transfer. Stateless, client-server, cacheable communications protocol Simple HTTP is used to make calls between machines. Web browsers can natively access REST APIs Example: Get Agent State Request <User> <state>READY</state> </User> Response Source:
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Cisco Developer Network (CDN) http://developer. cisco
Developer Guide Forum Q&A Sample Gadgets UI Source Code Blog Updates Downloads
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Useful Links & How to Join Accelerate Your Development Efforts
Website become a partner member of the Cisco Developer Network for technology partners provides search capabilities to see which company profiles and respective third party applications/products built using Cisco’s open interfaces If you have any questions, please contact the cisco-developer-
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Partner Integrations All Cisco Partners are encouraged to build integrations to Finesse Current Strategy If a partner builds something, Cisco helps publicize it Cisco doesn’t certify or endorse any particular partner product None of the following integrations are sold directly from Cisco
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b+s Connects Web 2.0 Out of the box plug & play Cisco voice CTI and/or multi-channel Multi-channel in Cisco Finesse Voice CTI & multi-channel in CRM applications Enables UCCE routing of non-voice channels Chat SMS Tickets / Work-items
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Bucher + Suter Connects
‘Plug and Play’ - Open Social gadget Portable Multi-Channel and Voice CTI control ‘Finesse services’ based integration for voice CTI Supported on MAC and Windows platforms Finesse Web Containers CRM CTI CTI
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Calabrio ONE Finesse Gadget
WFO Dashboard presents services, teams and agents performance in real time
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Upstream Works for Finesse
Context based, multichannel interaction handling Business Interaction Management to capture, use and analyze interactions Freely combine Finesse and Upstream APIs to build rich, content driven gadgets Included gadgets: Multichannel work queue Interaction capture and history Marquee client Real time supervisor/agent view Analytics for agent, customer, and business
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2Ring WRAP-UP FORMS Collect data Save time Empower supervisors
Have agents collect reliable info on inbound and outbound calls in your contact center using web- based forms Save time Start filling out a form on call’s arrival, don’t wait until call ends Empower supervisors Create and modify forms with ease
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Cisco Developer Network Marketplace http://marketplace.cisco.com
Finesse Integrations Data Sheets, Videos, Product Information Customer Reviews Downloads
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Additional Information
Install & Administration guides SW downloads OVA templates Release Notes Finesse is included in the CCE SRND Sizing, Bandwidth, and Deployment specification Server virtualization details System compatibility
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Q & A
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