I’ll eventually read the manual but I like trying to figure out things. This is just me troubleshooting getting a finesse agent logged in.

So I’ve provisioned an application, RmCM, triggers and all the basics. As I’ve mentioned in the past I use an internal CA to certify all Cisco Collaboration applications and add a subject alternate name for vanity URLs to provide to users.

Now I head over to the Finesse agent desktop page to get logged in – https://uccx.company.com:8445/desktop

Error message: Device associated with that extension or dial number is invalid.

What! Not my first time with UCCX and I’m positive the RmCm user in Communications Manager is able to control my desk phone. I’ve checked the controlled device list twice and everything is correct. So let’s try CAD and I’ll need to download and install.

CAD error! Your phone is IPv6 enabled and that isn’t allowed either. Really? Alright so I headed over to Common Device Configuration, made a copy and set the IP addressing to “IPv4” only.

Finesse works now also. They could at least match up the error codes between CAD and Finesse.

In short – make sure your phone Common Device Configuration is set to IPv4 mode.

I couldn’t figure out how to turn on finesse. It’s a CLI command and only permitted to change on the primary node.

Reminder – you cannot run both CAD and Finesse agents.

Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. It helps improve the customer experience while offering a user-centric design to enhance customer care representative satisfaction as well.

Cisco Finesse provides:

• A browser-based administration console and a browser-based desktop for agents and supervisors; no client-side installations required.
  
• A single, customizable “cockpit”, or interface, that gives customer care providers quick and easy access to multiple assets and information sources.
  
• Open web 2.0 APIs that simplify the development and integration of value-added applications and minimize the need for detailed desktop development expertise.
  
• By default, Cisco Finesse Service is not activated during the initial component-activation phase or when the appropriate licenses are updated on a Unified CCX deployment.

Run utils uccx finesse activate command to activate Cisco Finesse Service on each Unified CCX node in a cluster.

“””Unified CCX 10.0(1) does not support concurrent use of Cisco Agent/Supervisor Desktop and Cisco Finesse.

• If you are using Cisco Agent/Supervisor Desktop, deactivate Cisco Finesse service.

  Do you want to proceed? (yes/no)””” yes

  Cisco Finesse activation in progress…

  Cisco Finesse activated successfully.

  If this is a HA deployment, run this command on both Unified CCX nodes.

  admin:

When you attempt to save the changes in Finesse administration console on the secondary node, you receive a message that administration on the secondary node is read-only.

This is for version 9.x – 10.x SKUS are not 100% available.

Like the previous post this is mainly for my reference but maybe it’ll help you. (I was tired of finding the PDF and trying to search on Cisco is a PITA because the searchable PDFs are impossible)

The basics – Make sure your top-level SKUs have an R- or an L- at the beginning.

L-xxx-xxx is a SKU that will provide electronic license delivery. R-xxx-xxx is a SKU that will provide electronic software delivery.

There are 3 levels of licensing. Level A is 0 to 999 users, Level B is 1000 to 9999 users, and Level C is 10000+ Users.

A DEVICE is NOT a USER. 1 user may have 5 devices, you have to BUY those device licenses. JABBER VOICE on your iPhone IS A DEVICE and is NOT FREE. Jabber IM Only is Free.

Major changes starting with Unified Communications 9.0 Licensing and later include:

• There are no minimum quantities required when ordering UC Manager UCL licenses. Because of this there are no ADD-ON license skus, as well as no TelePresence starter bundle.
• There are no longer Node, Software Feature, Video Desktop, Public Space or Adjunct licenses.
• TelePresence Multi-screen and Single-screen licenses have been combined into one TelePresence Room License.
• Enhanced Plus User Connect License (UCL) has been introduced. (this is where you have 1 phone and 1 soft phone (JABBER) for each person). AKA the “Start Here” License.
• User licenses are versioned at the major version level and require an upgrade for each user license.
• Cisco Prime Collaboration Standard is now included with each order. Please note that Cisco Prime Collaboration is only distributed by electronic delivery.
  
  • AKA “You get Prime Collaboration Standard FREE – BUT YOU HAVE TO BUY VERSION 10)
    

Cisco Prime Collaboration Advanced offers multi-cluster scale, additional automation, deeper diagnostic capabilities, and long-term reporting. Advanced is NOT free.

Start with Top Level part number R-UCL-UCM-LIC-K9

Select your number of licenses for Enhanced Plus user, Enhanced user, Basic user, and Essential User. Add Telepresence Rooms as necessary.

You are not going to be deploying IP Communicator. If you selected an Enhanced Plus that means you are expecting those users to have TWO devices. Cisco CCW is enforcing the selections now so you better have a good understanding of what the client needs and/or wants before building your configuration. I know that is stating the obvious.

If you’ve reached this point and still not sure, at a minimum put a selecting of 1 in each box for the following – JAB8-MAC-CLNT-UCM Qty. 1 and JAB9-DSK-CLNT-UCM Qty. 1.

Add this JABBER-IM-ADDON Jabber for Instant Messaging and Presence is FREE for everything.

Here is an output for each user license level and associated 0 dollar line items. I call this my basic UCM BOM Under 1k. You can adjust user counts based on my previous post and get a general idea of software, subscription, and software support costs.    

That was fun.

Part 2 – Let’s talk CUWL!

This is more for my reference but maybe it’ll help you decipher a Cisco bill of materials. I was tired of opening the PDF. Please order UCSS and ESW.

Cisco Unified Workspace Licensing (UWL): Cisco Unified Workspace Licensing provides the most popular bundles of Cisco Collaboration applications and services in a cost-effective, simple package.

It includes soft clients, applications server software, and licensing on a per-user basis. Cisco Unified Communications Software Subscription (UCSS) is required to enable access to major software upgrades.

Cisco User Connect Licensing (UCL): A per-user based license for individual Cisco Unified Communications applications, that includes the applications server software, user licensing, and a soft client. Depending the type of device and number of devices that you require, User Connect Licensing is available in Essential, Basic, Enhanced, and Enhanced Plus versions. Cisco Unified Communications Software Subscription (UCSS) is recommended to enable access to major software upgrades.

Please notice the Enhanced PLUS – you can run a soft phone for every user and still maintain licensing compliance. 9.x and 10.x versions force licensing compliance. A soft phone IS A DEVICE.

Cisco User Connect Licensing for Cisco Unity Connection is available in the following option:

Basic Messaging (Voicemail): The Basic Messaging license includes rights to one Cisco Unity Connection user. The user has advanced voicemail access Internet Message Access Protocol [IMAP], unified messaging, phone, and web) and voice recognition. (If you are using voice recognition, you must order SpeechConnect ports separately.) SRSV

Enhanced Messaging (Voicemail): The Enhanced Messaging License includes all the capabilities of a Basic Messaging license + Survivable Remote Site Voicemail (SRSV). Enhanced Messaging licenses are included with Cisco Unified Workspace Standard and Professional licenses.