2. Cisco Finesse Overview and Roadmap CDN Developer Forum

3. 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

4. Understanding Finesse

5. 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

6. 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)

7. 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

8. Finesse Agent State Control
Switch between agent states including Not-Ready to Not-Ready transitions
Support for Pending States

9. 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

10. 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

11. 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

12. 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

13. Deploying Finesse

14. 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

15. 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

16. 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

17. 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

18. 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:

19. High Availability

20. High Availability Overview
Finesse Server handles PG failover automatically
Finesse clients automatically failover to backup Finesse Server
Load Balancer is not a required component

21. 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

22. X High Availability CCE PG Side A Fails…. Cisco Finesse Agent 1DB
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

23. 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

24. 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

25. 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

26. 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

27. 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

28. 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

29. 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

30. 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)

31. Extending Finesse

32. 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

33. 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:

34. Cisco Developer Network (CDN) http://developer. cisco
Developer Guide
Forum Q&A
Sample Gadgets
UI Source Code
Blog Updates
Downloads

35. 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-

36. 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

37. 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

38. 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

39. Calabrio ONE Finesse Gadget
WFO Dashboard presents services, teams and agents performance in real time

40. 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

41. 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

45. Cisco Developer Network Marketplace http://marketplace.cisco.com
Finesse Integrations
Data Sheets, Videos, Product Information
Customer Reviews
Downloads

46. 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

47. Q & A