Installation and Getting Started Guide for Cisco Finesse Release 9.1(1)
First Published: January 09, 2013
Last Modified: March 22, 2013
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CONTENTS
Preface
Preface v
HTTPS Support vi
Conventions vi
Documentation and service requests vii
Documentation feedback vii
CHAPTER 1
Before You Install 1
About Cisco Finesse Installation 1
Prerequisites and Recommendations 1
Configuration Worksheet 2
CHAPTER 2
Installation 5
Installation Files 5
Install Cisco Finesse on Primary Node 6
Install Cisco Finesse on Secondary Node 9
CHAPTER 3
Upgrade 13
Perform upgrade 13
Perform rollback 15
CHAPTER 4
Getting Started After Installation 17
Disable Cisco Security Agent 17
Configure CTI Server and Administration & Data Server Settings 18
Restart Cisco Tomcat 20
Ensure agents have passwords 20
Ensure Logout Non-Activity Time for agents is configured 21
Obtain and upload CA certificate 21
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Contents
Agents Sign In to Desktop 23
Configure DNS on clients 24
CHAPTER 5
Frequently Asked Questions 27
Can I Install Cisco Finesse on Something Other Than a Virtual Machine? 27
How Do I Access Log Files? 27
How Do I Access the CLI? 27
Commands Supported for Cisco Finesse 28
Log Collection 28
Cisco Security Agent 29
Cisco Finesse HTTPS Redirect 29
Finesse Services 30
Cisco Finesse Notification Service Logging 31
Upgrade 31
Remote Account Management 32
Replication Status 32
3rdpartygadget Account 33
How Do I Uninstall? 34
How Do I Upgrade? 34
Ports used for Cisco Finesse 34
Network and system services used for Cisco Finesse 35
What Accounts and Passwords Are Defined During Installation? 36
What If the Installation Fails? 37
What Unified CCE Peripheral Gateway Type Is Supported for Finesse? 38
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Preface
This guide explains how to install Cisco Finesse, and how to perform initial tasks so that agents and supervisors
can sign in to the Finesse desktop.
This guide is prepared for system engineers and administrators who are responsible for the installation of,
and initial access to, Cisco Finesse.
Note
A printed copy of this document might not represent the latest Cisco product information available. To
find out whether this guide has been updated for this release, you can locate the document and check the
cover date on Cisco.com at this URL: http://www.cisco.com/en/US/products/ps11324/prod_installation_
guides_list.html.
In addition to this preface, this guide is arranged as follows:
This Chapter
Covers
Before You Install
An overview of Cisco Finesse
A configuration worksheet for gathering information needed for the
installation
Installation
Obtaining the installation files
Completing the Installation Wizard configuration screens
A list of the processes that occur during the installation
Installing Cisco Finesse on a secondary node
Upgrade
Performing an upgrade
Performing a rollback
Installation and Getting Started Guide for Cisco Finesse Release 9.1(1)
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Preface
HTTPS Support
This Chapter
Covers
Getting Started After Installation Disabling Cisco Security Agent
Configuring system and database settings in the Administration Console
Restarting Cisco Tomcat
Verifying that agents have passwords in Cisco Unified Contact Center
Enterprise Configuration Manager
Verifying that the logout non-activity time is configured in Cisco Unified
Contact Center Enterprise Configuration Manager
Signing in to the Finesse Agent Desktop
Configuring DNS on Finesse clients
Frequently Asked Questions
Tips and frequently asked questions
• Cisco Finesse User Guides are available on Cisco.com and include this installation guide, Release
Notes for Cisco Finesse , and the Cisco Finesse Administration and Serviceability Guide.
Direct your browser to http://www.cisco.com/en/US/products/ps11324/tsd_products_support_series_
home.html.
• Finesse Troubleshooting Tips are at this location: http://docwiki.cisco.com/wiki/Troubleshooting_
Cisco_Finesse.
• HTTPS Support, page vi
• Conventions, page vi
• Documentation and service requests, page vii
• Documentation feedback, page vii
HTTPS Support
Cisco Finesse supports both HTTP and secure HTTP (HTTPS). Administrators can sign in to the Administration
Console using HTTP or HTTPS. Agents and supervisors can sign in to the Cisco Finesse Agent Desktop using
either HTTP or HTTPS.
Administrators can run the Cisco Finesse HTTPS Redirect CLI command to enforce HTTPS access for both
the Administration Console and the Agent Desktop. For more information, see Cisco Finesse HTTPS Redirect.
This guide uses HTTP for all example URLs.
Conventions
This manual uses the following conventions:
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Preface
Documentation and service requests
Convention
Description
boldface font
Boldface font is used to indicate commands, such as user entries, keys,
buttons, and folder and submenu names. For example:
• Choose Edit > Find.
• Click Finish.
italic font
Italic font is used to indicate the following:
• To introduce a new term. Example: A skill group is a collection
of agents who share similar skills.
• For emphasis. Example: Do not use the numerical naming
convention.
• A syntax value that the user must replace. Example: IF (condition,
true-value, false-value)
• A book title. Example: See the Cisco CRS Installation Guide.
window font
Window font, such as Courier, is used for the following:
• Text as it appears in code or that the window displays. Example:
<html><title>Cisco Systems,Inc. </title></html>
< >
Angle brackets are used to indicate the following:
• For arguments where the context does not allow italic, such as
ASCII output.
• A character string that the user enters but that does not appear on
the window such as a password.
Documentation and service requests
For information on obtaining documentation, submitting a service request, and gathering additional information,
see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco
technical documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed
and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free
service and Cisco currently supports RSS version 2.0.
Documentation feedback
You can provide comments about this document by sending email to the following address:
Installation and Getting Started Guide for Cisco Finesse Release 9.1(1)
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Preface
Documentation feedback
mailto:[email protected]
We appreciate your comments.
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CHAPTER
1
Before You Install
• About Cisco Finesse Installation, page 1
• Prerequisites and Recommendations, page 1
• Configuration Worksheet, page 2
About Cisco Finesse Installation
Cisco Finesse is installed on a virtual machine as a primary or secondary node. The installation screens refer
to the primary node as the first node.
Finesse is installed on the Linux-based Unified Communications Operating System (OS). This system is an
appliance model or “closed box” developed by Cisco, which does not support navigation into, or manipulation
of, the file system.
Prerequisites and Recommendations
Before you proceed with the installation, note the following requirements and recommendations:
• You must have access to a server on which you can install a virtual machine (VM) and you must be
familiar with VM installation. See http://cisco.com/go/uc-virtualized for information about supported
virtual machines and VMware requirements.
• Disable Large Receive Offload (LRO) on the VM. For more information, see http://docwiki.cisco.com/
wiki/Disable_LRO.
• You must download the Finesse Open Virtual Appliance (OVA) template and its README.txt. You
deploy this template for the installation.
• You must have access to a Network Time Protocol (NTP) server.
• You must have a valid hostname and domain.
• Choose the Finesse hostname, domain, and IP address carefully. After you install Finesse, you cannot
change these values.
• You must have a preconfigured default router.
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Before You Install
Configuration Worksheet
• You must have a preconfigured Domain Name Server (DNS) and have set up forward and reverse DNS.
• The Administration & Data Server database (AWDB) must be configured to use Windows authentication.
• The AWDB must be configured to use a Domain user.
• You must ensure that the port is the same for the primary and backup Administration & Data Servers.
• If Cisco Unified Customer Voice Portal (Unified CVP) is used for queuing, configure Unified CVP to
support warm transfer and conference, as described in the section “Using the Warm Transfer feature
with SIP calls” in the Configuration and Administration Guide for Cisco Unified Customer Voice Portal
(http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_
guides_list.html) and the section “Network Transfer” in the Cisco Unified Customer Voice Portal Solution
Reference Network Design (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_
implementation_design_guides_list.html).
• In Cisco Unified Communications Manager Administration, under Device > Phone, ensure that Maximum
Number of Calls is set to no more than 2 and Busy Trigger is set to 1.
• The installation takes about an hour. For most of that time, it can run unattended.
• On the installation configuration screens, note that many values (such as hostnames, user IDs, and
passwords) are case-sensitive.
• Much of the installation requires no action on the part of the person who runs it. When user input is
required, use the following keyboard navigation and selection actions. (The installation wizard screens
do not recognize a mouse or a touchpad.)
Table 1: Installation Wizard Navigation
To Do This
Press This Key
Move to the next field
Tab
Move to the previous field
Alt-Tab
Select an option
Spacebar
Scroll up or down a list
Up or Down Arrow keys
Go to the previous screen
Tab to Back and press the Spacebar
Get information about a screen
Tab to Help and press the Spacebar
Configuration Worksheet
Use this configuration worksheet to record network and password information that the basic installation
configuration wizard requires. Store this worksheet information for future reference.
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Before You Install
Configuration Worksheet
Important
The Finesse hostname, domain, and IP address cannot be changed after Finesse is installed.
Table 2: Configuration Worksheet
Configuration Data
Your Entry
Hostname
Note
The hostname cannot be
“local host.” The
__________________________
hostname must be the
hostname of the server as
registered in the DNS.
IP Address and Mask
__________________________
Gateway (GW) Address
__________________________
Primary DNS IP Address
__________________________
Secondary DNS IP Address
(optional)
__________________________
Domain
_________________________
Administrator User credentials
Administrator User ID: ________________________
(for more information, see What
To ensure all CLI commands function correctly, the
Note
Accounts and Passwords Are
Administrator User ID must be administrator (all lower case).
Defined During Installation?, on
Administrator
User Password: _____________________
page 36)
Timezone
__________________________
Certificate Information
Organization:__________________________
Unit:__________________________
Location:__________________________
State:__________________________
Country:__________________________
NTP Server Host Name or IP
Address
Database Access Security
Password
NTP Server 1: __________________________
NTP Server 2: __________________________
Security Password: __________________________
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Before You Install
Configuration Worksheet
Configuration Data
Your Entry
Application User credentials (for
more information, see What
Application User ID: ________________________
Accounts and Passwords Are
Defined During Installation?, on Application User Password: _____________________
page 36)
A Side CTI Server Hostname or
IP Address
__________________________
A Side CTI Server Port
__________________________
B Side CTI Server Hostname or
IP Address
__________________________
B Side CTI Server Port
__________________________
Peripheral ID (ID of the
CallManager PG)
__________________________
Primary Administration & Data
Server Hostname or IP Address
__________________________
Backup Administration & Data
Server Hostname or IP Address
__________________________
Administration & Data Server Port __________________________
AWDB Domain
__________________________
AWDB Name
__________________________
Username to access the AWDB
This user must be a
Domain user.
Password to access the AWDB
Note
Hostname or IP address of the
secondary Finesse server
__________________________
__________________________
__________________________
__________________________
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CHAPTER
2
Installation
The installation for Cisco Finesse runs from an ISO image and uses an OVA template. You can choose one
of two OVA files, depending on the size of your deployment.
• Finesse_2000_HTTP_agents_or_1000_HTTPS_agents_v9.1.1_vmv8.ova: Supports up to 2000
agents over HTTP or 1000 agents over HTTPS (maximum of 6000 configured agents).
• Finesse_500_HTTP_agents_or_250_HTTPS_agents_v9.1.1_vmv8.ova: Supports up to 500 agents
over HTTP or 250 agents over HTTPS (maximum of 3000 configured agents).
For more information, see the DocWiki page Virtualization for Cisco Finesse.
Note
We strongly recommend that you configure a DataStore ISO file on the virtual CD/DVD drive of the
target VM to install Finesse.
• Installation Files, page 5
• Install Cisco Finesse on Primary Node, page 6
• Install Cisco Finesse on Secondary Node, page 9
Installation Files
To install Finesse, you must obtain the following files:
• Finesse_2000_HTTP_agents_or_1000_HTTPS_agents_v9.1.1_vmv8.ova (or
Finesse_500_HTTP_agents_or_250_HTTPS_agents_v9.1.1_vmv8.ova)
This file is the VM template file that you must deploy in your installation.
• Finesse_2000_HTTP_agents_or_1000_HTTPS_agents_v9.1.1_vmv8.ova.README (or
Finesse_500_HTTP_agents_or_250_HTTPS_agents_v9.1.1_vmv8.ova.README) text file
This file contains the format that is supported by the OVA file, as well as the instructions to import it
and to edit the virtual machine settings.
• Finesse_2000_HTTP_agents_or_1000_HTTPS_agents_v9.1.1_vmv8.ova.md5 (or
Finesse_500_HTTP_agents_or_250_HTTPS_agents_v9.1.1_vmv8.ova.md5)
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This file is a verification file (a checksum that is calculated on the OVA file to ensure it is not modified
or corrupted). You can run the following command in Linux to verify the checksum: md5sum
Finesse_2000_HTTP_agents_or_1000_HTTPS_agents_v9.1.1_vm8.ova
You must purchase the Finesse media kit to obtain the installer. For more information, see the Ordering Guide
(http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/CCBU_
ordering_guide.pdf).
You can obtain the Cisco Virtual Server (OVA) files needed to create a virtual machine from Cisco.com.
Direct your browser to the following URL: http://www.cisco.com/cisco/software/
type.html?mdfid=283613135&flowid=30701.
Install Cisco Finesse on Primary Node
Perform the following procedure to install Cisco Finesse on a primary node.
Procedure
Step 1
Follow the instructions in the OVA README.txt file to import and deploy the OVA, to edit VM settings,
and to power on the VM and edit the BIOS settings in the console.
Note
Do not use Thin Provisioning or a VM snapshot when creating a VM to host Cisco Finesse. The use
of Thin Provisioning or snapshots can negatively impact the performance of Cisco Finesse operation.
Messages appear while the preinstallation script runs. When the preinstallation script ends, the DVD Found
screen opens.
Step 2
Select Yes on the DVD Found screen to begin the verification of the media integrity and a brief hardware
check.
If the media check passes, select OK to open the Product Deployment Selection screen. Continue to Step 3.
If the media check fails, the installation terminates.
Step 3
The Product Deployment Selection screen states that the Cisco Finesse product suite will be installed. This
screen has only one choice: OK.
Select OK to open the Proceed with Install screen.
Step 4
The Proceed with Install screen shows the version of the product that is currently installed (if any) and the
version of the product for this ISO. For the initial installation, the version currently installed shows NONE.
Select Yes on the Proceed with Install screen to open the Platform Installation Wizard screen.
Step 5
Step 6
On the Platform Installation Wizard screen, select Proceed to open the Basic Install screen.
Select Continue on the Basic Install screen to launch the Basic Install wizard.
The Basic Install wizard launches a series of screens that present questions and options pertinent to the platform
and the setup configuration. Help is available for each wizard screen.
The first Basic Install wizard screen is Timezone Configuration.
Step 7
On the Timezone Configuration screen:
a) Use the up and down arrows to locate the local time zone that most closely matches your server location.
You can also type the initial character of the time zone to move to that item in the list. The Timezone field
is based on country and city and is mandatory. Setting it incorrectly can affect system operation.
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b) Select OK to open the Auto Negotiation Configuration screen.
Step 8
On the Auto Negotiation Configuration screen, select whether you want to use automatic negotiation for the
settings of the Ethernet network interface card (NIC).
If
Then
The Ethernet NIC attached to your hub or Ethernet switch Select Yes to open the MTU Configuration
supports automatic negotiation.
screen.
Proceed to Step 9.
You want to disable autonegotiation and specify NIC
speed and duplex settings.
Select No to open the NIC Speed and Duplex
Configuration screen, where you can manually
configure the settings as required for your
network.
Specify the speed of the NIC in megabits per
second. Speed options are 10 or 100.
Specify the duplex setting of the server NIC.
Options are Full or Half.
Select OK to proceed to Step 9.
Step 9
In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units
(1500).
Your selection of No opens the Static Network Configuration screen.
Step 10 On the Static Network Configuration screen, enter static network configuration values as follows, referring
to the Configuration Worksheet if necessary:
a) Enter the Host Name.
b) Enter the IP Address.
c) Enter the IP Mask.
d) Enter the GW Address.
e) Select OK to open the Domain Name System (DNS) Client Configuration screen.
Step 11 On the DNS Client Configuration screen, select Yes to specify the DNS client information.
Important
DNS client configuration is mandatory for Cisco Finesse. You must select Yes on this screen.
If you select No, after the installation is complete, agents will not be able to sign in to the desktop
and you will have to reinstall Finesse.
Step 12 Specify your DNS client information as follows, referring to the Configuration Worksheet if necessary:
a) Enter the Primary DNS (mandatory).
b) Enter the Secondary DNS (optional).
c) Enter the Domain (mandatory).
d) Select OK to open the Administrator Login Configuration screen.
Step 13 On the Administrator Login Configuration screen:
a) Enter the credentials for the administrator. See What Accounts and Passwords Are Defined During
Installation? for the permissions and responsibilities of this administrator.
Important
The username for this account must be administrator to ensure all CLI commands function
correctly. This username is case-sensitive.
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b) Select OK to open the Certificate Information screen.
Step 14 On the Certificate Information screen:
a) Enter the following data to create your Certificate Signing Request: Organization, Unit, Location, State,
and Country.
b) Select OK to open the First Node Configuration screen.
Step 15 On the First Node Configuration screen, select Yes to indicate that you are configuring the first node.
Your selection of Yes opens the Network Time Protocol Client Configuration screen.
Step 16 On the Network Time Protocol Client Configuration screen, enter the IP address, NTP server name, or NTP
Server Pool name for at least one external NTP server.
Note
You can add up to five external NTP servers. We recommend that you use a minimum of
two.
Step 17 After you complete the NTP configuration, select OK. This action opens the Security Configuration screen.
Step 18 On the Security Configuration screen, enter the Database Access Security password, and then select OK.
Step 19 On the Application User Configuration screen, enter the credentials for the application username.
See What Accounts and Passwords Are Defined During Installation? for the permissions and responsibilities
of the application user.
Select OK to open the Platform Configuration Confirmation screen. This screen states that the platform
configuration is complete.
Step 20 On the Platform Configuration Confirmation screen, select OK.
The installation begins.
The installation can take up to an hour to complete and can run unattended for most of that time.
During the installation, the monitor shows a series of processes, as follows:
• Formatting progress bars
• Copying File progress bar
• Package Installation progress bars
• Post Install progress bar
• Populate RPM Archive progress bar
• Application Installation progress bars (multiple Component Install screens, security checks)
• An informational screen saying the system will reboot momentarily to continue the installation
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If you see the following virtual machine question, select Yes, and then click OK:
Figure 1: Virtual Machine message
• A system reboot
Messages stream down your monitor during the reboot. Some of them prompt you to press a key. Do
not respond to these prompts to press a key.
• Application Pre Install progress bars
• Configure and Setup Network progress bars
Note
If a Network Connectivity Failure screen appears during the Configure and Setup Network
process, click Review, and then click OK at the Errors screen. Follow the prompts to reenter
the information that caused the failure. The installation continues when the connection
information is complete.
• Security configuration
The installation ends at a login prompt.
The installation of Cisco Finesse has completed successfully.
Cisco Finesse <version number>
<hostname> login: _
What to Do Next
Complete the postinstallation tasks as described in Getting Started After Installation.
Your first postinstallation task is to Disable Cisco Security Agent.
Install Cisco Finesse on Secondary Node
The following procedure describes how to install Cisco Finesse on a secondary node.
You must install the version of Finesse on the secondary node that is installed on the primary node. Both
nodes must be running the same version.
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Note
We strongly recommend that you configure a Datastore ISO file on the virtual CD/DVD drive of the target
VM to install Finesse.
Note
Finesse administration can only be performed on the primary Finesse server. After you install the secondary
server, you must sign in to the Administration Console on the primary server to perform configuration
tasks (such as configuring reason codes or call variable layout).
Before You Begin
Before you perform this procedure, you must complete the following prerequisites:
• Install the primary Finesse server, as described in the procedure Install Cisco Finesse on Primary Node,
and complete the postinstallation tasks.
• Use the Finesse Administration Console on the primary Finesse server to configure the secondary Finesse
host in the Cluster Settings gadget. For more information, see the section “Cluster settings” of the Cisco
Finesse Administration and Serviceability Guide.
• Ensure that the DNS server has forward and reverse DNS set up for both the primary and secondary
node.
Procedure
Step 1
Follow the instructions in the OVA README.txt file to import and deploy the OVA, to edit VM settings,
and to power on the VM and edit the BIOS settings in the Console.
Messages appear while the preinstallation script runs. When the preinstallation script ends, the DVD Found
screen opens.
Step 2
Select Yes on the DVD Found screen to begin the verification of the media integrity and a brief hardware
check.
If the media check passes, select OK to open the Product Deployment Selection screen. Continue to Step 3.
If the media check fails, the installation terminates.
Step 3
The Product Deployment Selection screen states that the Cisco Finesse product suite will be installed. This
screen has only one choice: OK.
Select OK to open the Proceed with Install screen.
Step 4
The Proceed with Install screen shows the version of the product that is currently installed (if any) and the
version of the product for this ISO. For the initial installation, the version currently installed shows NONE.
Select Yes on the Proceed with Install screen to open the Platform Installation Wizard screen.
Step 5
Step 6
On the Platform Installation Wizard screen, select Proceed to open the Basic Install screen.
Select Continue on the Basic Install screen to launch the Basic Install wizard.
The Basic Install wizard launches a series of screens that present questions and options pertinent to the platform
and the setup configuration. Help is available for each wizard screen.
The first Basic Install wizard screen is Timezone Configuration.
Step 7
In the Timezone Configuration screen:
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a) Use the up and down arrows to locate the local time zone that most closely matches your server location.
You can also type the initial character of the time zone to move to that item in the list. The Timezone field
is based on country and city and is mandatory. Setting it incorrectly can affect system operation.
b) Select OK to open the Auto Negotiation Configuration screen.
Step 8
On the Auto Negotiation Configuration screen, select whether you want to use automatic negotiation for the
settings of the Ethernet network interface card (NIC).
If
Then
The Ethernet NIC attached to your hub or Ethernet switch Select Yes to open the MTU Configuration
supports automatic negotiation.
screen.
Proceed to Step 9.
You want to disable autonegotiation and specify NIC
speed and duplex settings
Select No to open the NIC Speed and Duplex
Configuration screen, where you can manually
configure the settings as required for your
network.
Specify the speed of the NIC in megabits per
second. Speed options are 10 or 100.
Specify the duplex setting of the server NIC.
Options are Full or Half.
Select OK to proceed to Step 9.
Step 9
On the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units
(1500).
Your selection of No opens the Static Network Configuration screen.
Step 10 On the Static Network Configuration screen, enter static network configuration values as follows, referring
to the Configuration Worksheet if necessary:
a) Enter the Host Name.
b) Enter the IP Address.
c) Enter the IP Mask.
d) Enter the GW Address.
e) Select OK to open the Domain Name System (DNS) Client Configuration screen.
Step 11 On the DNS Client Configuration screen, select Yes to specify the DNS client information.
IMPORTANT: DNS client configuration is mandatory for Cisco Finesse. You must select Yes on this screen.
If you select No, after the installation is complete, agents will not be able to sign in to the desktop and you
will have to reinstall Finesse.
Step 12 Specify your DNS client information as follows, referring to the Configuration Worksheet if necessary:
a) Enter the Primary DNS (mandatory).
b) Enter the Secondary DNS (optional).
c) Enter the Domain (mandatory).
d) Select OK to open the Administrator Login Configuration screen.
Step 13 On the Administrator Login Configuration screen:
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Installation
Install Cisco Finesse on Secondary Node
a) Enter the credentials for the administrator. See What Accounts and Passwords Are Defined During
Installation? for the permissions and responsibilities of this administrator.
Important
The username for this account must be administrator to ensure all CLI commands function
correctly. This username is case-sensitive.
b) Select OK to open the Certificate Information screen.
Step 14 On the Certificate Information screen:
a) Enter the following data to create your Certificate Signing Request: Organization, Unit, Location, State,
and Country.
b) Select OK to open the First Node Configuration screen.
Step 15 On the First Node Configuration screen, select No to indicate that you are configuring the second node.
A warning message appears that indicates you must first configure the server on the first node before you can
proceed. If you already configured the first node, select OK.
Step 16 On the Network Connectivity Test Configuration screen, select No to proceed with the installation after
connectivity is verified.
Step 17 On the First Node Configuration screen, specify the information about the first node as follows:
a) Enter the Host Name of the primary Finesse server.
b) Enter the IP Address of the primary Finesse server.
c) Enter the Security Password of the primary Finesse server.
d) Confirm the Security Password.
Step 18 Select OK to open the Platform Configuration Confirmation screen.
Step 19 On the Platform Configuration Confirmation screen, select OK.
The installation begins.
The installation can take up to an hour to complete and can run unattended for most of that time.
What to Do Next
After the installation is complete, check the replication status to ensure it is functioning correctly. For more
information, see Replication Status.
Note
It can take 10 to 20 minutes to fully establish replication between the two nodes.
Next, you must disable Cisco Security Agent. For more information, see Disable Cisco Security Agent.
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CHAPTER
3
Upgrade
If you have Cisco Finesse Release 9.0(1) installed, you can upgrade to Cisco Finesse Release 9.1(1).
If you have Cisco Finesse Release 8.5(3) installed, you must upgrade to Release 9.0(1) first, and then upgrade
to Release 9.1(1).
Cisco Finesse Release 9.1(1) supports Cisco Unified Contact Center Enterprise (Unified CCE) 9.0(1) only.
If you upgrade Finesse to Release 9.1(1), you must also upgrade Unified CCE to Release 9.0(1).
Note
You must perform a DRS backup before you perform this upgrade. If a problem occurs with the upgrade
and you need to roll back to the previous version, you need the DRS backup to restore your system. If
you do not use the backup to restore your system, replication to the second Finesse node breaks and cannot
be repaired.
• Perform upgrade, page 13
• Perform rollback, page 15
Perform upgrade
You must perform the upgrade on the primary Finesse node first, and then on the secondary Finesse node.
Note
Both the primary and secondary Finesse nodes must be running the same version prior to the upgrade.
Before You Begin
• Perform a DRS backup. For more information, see the Cisco Finesse Administration Guide.
Note
You need to perform a DRS backup on the primary node only.
• Place the Cisco Finesse ISO file on an FTP or SFTP server that you can access from your Finesse system
or burn the ISO file to DVD.
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Upgrade
Perform upgrade
• Save your current layout configuration. Sign in to the Administration Console on the primary Finesse
node (http://IP address or hostname of primary Finesse server/cfadmin. Copy the layout XML file from
the Layout Settings gadget and save it as a text file on your local system.
Note
If you are currently running the default layout, the layout automatically upgrades to the
new layout. If you decide to use the layout from the previous version, you can upload
the copy to the Layout Settings gadget after the upgrade is complete.
Procedure
Step 1
Step 2
SSH to your Finesse system and log in with the platform administration account.
From the CLI, run the command utils system upgrade initiate.
Step 3
Follow the instructions provided by the utils system upgrade initiate command.
If you choose to install from a remote source (FTP or SFTP server), provide the location and credentials for
the remote file system.
If you choose to install from the local CD/DVD drive, ensure the drive is connected to the Finesse virtual
machine (VM) as follows:
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
m)
Right-click the VM and choose Edit Settings.
Click the Hardware tab.
In the left pane, select CD/DVD Drive.
In the right pane, under Device Status, check the Connected and Connect at power on check boxes.
Under Device Type, select Datastore ISO File.
Click Browse and navigate to the Finesse ISO file.
Click OK.
In the left pane, select Network Adaptor.
In the right pane, under Device Status, check the Connect at power on check box.
Under Network Connection, select Public (or Private for a private connection).
Click the Options tab.
In the left pane, select Boot Options.
In the right pane, under Force BIOS Setup, check the The next time the virtual machine boots, force
entry into the BIOS setup screen check box.
n) Click OK.
Step 4
Step 5
Step 6
At the Automatically switch versions if the upgrade is successful prompt, type yes to upgrade and switch
version, or type no to upgrade only without switching version.
Note
The upgrade is not active until a switch version is
performed.
If you are installing from the local CD/DVD drive, when the upgrade enters the BIOS screen, on the Boot
tab, move CD-ROM Drive to the top, save your settings, and exit.
After the upgrade is complete, disconnect the CD/DVD drive.
a) Right-click the VM and choose Edit Settings.
b) Click the Hardware tab.
c) Select CD/DVD Drive 1.
d) Uncheck the Connected and Connect at power on check boxes.
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14
Upgrade
Perform rollback
e) Click OK.
Step 7
Step 8
Disable Cisco Security Agent (CSA).
Sign in to the Finesse Agent Desktop to verify that the upgrade was successful (http://IP address or hostname
of Finesse server).
Note
After Finesse restarts, wait approximately 20 minutes before you attempt to sign in to the desktop.
Finesse services may take a few minutes to reach the STARTED state.
What to Do Next
• If you are restoring a previous layout for the desktop, sign in to the Administration Console on the
primary Finesse node. Copy and paste your saved layout into the Manage Desktop Layout gadget. Look
for the following line in the XML:
<gadget>http://localhost/desktop/gadgets/CallControl.xml</gadget>
• Change it to the following and then click Save:
<gadget>http://localhost/desktop/gadgets/CallControl.jsp</gadget>
Perform rollback
If a problem occurs with the upgrade, you can roll back to the earlier release.
Procedure
Step 1
Perform a switch-version on the primary node.
a) Access the CLI and enter the command utils system switch-version.
b) Enter yes to confirm.
The system attempts to switch back to the original version and reboots if the switch is successful.
Step 2
Step 3
Perform a switch-version on the secondary node.
Perform a DRS restore.
Note
Do not attempt to reset replication after you perform the switch-version. You must perform a DRS
restore. If you attempt to repair replication before you perform a DRS restore, the DRS restore will
not work correctly.
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Upgrade
Perform rollback
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CHAPTER
4
Getting Started After Installation
Note
You must complete the tasks in this chapter in the order in which they appear.
• Disable Cisco Security Agent, page 17
• Configure CTI Server and Administration & Data Server Settings, page 18
• Restart Cisco Tomcat, page 20
• Ensure agents have passwords, page 20
• Ensure Logout Non-Activity Time for agents is configured, page 21
• Obtain and upload CA certificate, page 21
• Agents Sign In to Desktop, page 23
• Configure DNS on clients, page 24
Disable Cisco Security Agent
Your first task after a successful installation is to run the command to disable Cisco Security Agent (CSA).
CSA prevents certain Finesse operations.
Procedure
Step 1
Step 2
After the installation, you can access the CLI directly by signing in using the Administrator User credentials
defined during the installation (for more information, see What Accounts and Passwords Are Defined During
Installation? and How Do I Access the CLI?).
Enter the following command: utils csa disable.
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Getting Started After Installation
Configure CTI Server and Administration & Data Server Settings
You see a message that the system needs to restart, and you are prompted to enter Yes.
Step 3
Enter Yes to reboot.
Figure 2: Disable CSA
What to Do Next
Configure the CTI Server and Administration & Data Server settings.
Configure CTI Server and Administration & Data Server Settings
Your second task after a successful installation is to configure CTI Server and Administration & Data Server
settings in the Administration Console. For more information about these settings, see the Cisco Finesse
Administration and Serviceability Guide
(http://www.cisco.com/en/US/products/ps11324/products_user_guide_list.html).
Note
After you restart Finesse, it can take approximately 6 minutes for all server-related services to restart.
Therefore, you should wait 6 minutes before you attempt to access the Administration Console on the
primary Finesse server.
Procedure
Step 1
Step 2
Direct your browser to the URL http://hostname of primary Finesse server/cfadmin.
Note
If you are using HTTPS, note that the self-signed certificate provided with Finesse uses the hostname
of the Finesse server as the Common Name for the certificate by default. The hostname in the URL
must match the Common Name on the certificate to avoid an address mismatch error.
The first time you access the Administration Console using HTTPS, you are prompted to trust the self-signed
certificate provided with Finesse. The following table describes the steps for each supported browser.
Note
If you are using HTTP to access the Administration Console, this step is not required.
If you are using HTTPS and have installed a CA Certificate, you can skip this step.
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Getting Started After Installation
Configure CTI Server and Administration & Data Server Settings
Option
Description
If you use Internet
1 A page appears that states there is a problem with the website's security certificate.
Explorer:
Click Continue to this website (not recommended). This action opens the sign in
page for the Agent Desktop. A certificate error appears in the address bar of your
browser.
2 Click Certificate Error, and then click View Certificates to open the Certificate
dialog box.
3 On the Certificate dialog box, click Install Certificate. This action opens the
Certificate Import Wizard.
4 Click Next.
5 Select Place all certificates in the following store, and then click Browse.
6 Select Trusted Root Certification Authorities, and then click OK.
7 Click Next.
8 Click Finish.
9 If a Security Warning dialog box appears that asks if you want to install the certificate,
click Yes.
A Certificate Import dialog box that states the import was successful appears.
10 Click OK.
If you use Firefox:
1 A page appears that states this connection is untrusted.
2 Click I Understand the Risks, and then click Add Exception.
3 On the Add Security Exception dialog box, ensure the Permanently store this
exception check box is checked.
4 Click Confirm Security Exception.
Step 3
Step 4
Step 5
Step 6
Sign in, using the Application User credentials (for more information, see What Accounts and Passwords Are
Defined During Installation?).
In the Contact Center Enterprise CTI Server Settings area, configure the following settings for the CTI server,
referring to the Configuration Worksheet if necessary:
a) A Side Host/IP Address
b) A Side Port (You can find this value using the Unified CCE Diagnostic Framework Portico tool on the
PG box.)
c) Peripheral ID (This value is the ID of the CallManager PG.)
d) B Side Host/IP Address
e) B Side Port
Click Submit.
In the Contact Center Enterprise Administration & Data Server Settings area, configure the following settings
for the Administration & Data Server and AWDB, referring to the Configuration Worksheet if necessary:
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Getting Started After Installation
Restart Cisco Tomcat
a)
b)
c)
d)
e)
f)
g)
Step 7
Step 8
Note
Primary Host/IP Address
Backup Host/IP Address (optional)
Database Port
AW Database Name (This value is the name of the AWDB, typically named <ucce instance>_awdb.)
Domain
Username
Password
Click Submit.
Sign out of the Administration Console.
Finesse does not support SQL authentication for connecting to the AWDB. Finesse requires that the
AWDB is configured to use Windows authentication.
What to Do Next
Restart Cisco Tomcat.
Restart Cisco Tomcat
After you make changes to the Contact Center Enterprise CTI Server, Contact Center Enterprise Administration
& Data Server, or cluster settings, you must restart Cisco Tomcat for the changes to take effect.
Procedure
Step 1
Step 2
Access the CLI and sign in using the Administrator User credentials defined during the installation.
Enter the following command:
utils service restart Cisco Tomcat
Step 3
You can enter the command utils service list to monitor the Cisco Tomcat Service. After Cisco Tomcat
changes to STARTED, agents who have passwords can sign in to the desktop.
Ensure agents have passwords
Agents who do not have a password defined in Unified CCE Configuration Manager cannot sign in to Finesse.
Agent password is an optional field in Unified CCE, but it is mandatory for Cisco Finesse.
For agents who do not have passwords, you must perform the following steps:
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Getting Started After Installation
Ensure Logout Non-Activity Time for agents is configured
Procedure
Step 1
Step 2
Step 3
Launch Unified CCE Configuration Manager.
Locate the record for the agent (Agent Explorer > Agent tab).
Enter a password, and save the record.
Ensure Logout Non-Activity Time for agents is configured
The Logout non-activity time specifies how long an agent can remain inactive in the Not Ready state before
that agent is signed out of Finesse. Perform the following steps to configure logout non-activity time.
Procedure
Step 1
Step 2
Step 3
Step 4
Launch the Unified CCE Configuration Manager.
Launch Agent Desk Settings List (Tools > List Tools).
In the Logout non-activity time field, enter the number of seconds of agent inactivity while in the Not Ready
state before the system software signs the agent out. You can enter a value between 10 seconds and 7200
seconds.
Click Save.
Obtain and upload CA certificate
Note
This procedure only applies if you are using HTTPS.
This procedure is optional. If you are using HTTPS, you can choose to obtain and upload a CA certificate
or you can choose to use the self-signed certificate provided with Finesse.
To eliminate browser security warnings each time you sign in, obtain an application and root certificate signed
by a Certificate Authority (CA). Use the Certificate Management utility from Cisco Unified Operating System
Administration.
To open Cisco Unified Operating System Administration, enter the following URL in your browser:
https://hostname of primary Finesse server/cmplatform
Sign in using the username and password for the Application User account created during the installation of
Finesse.
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Getting Started After Installation
Obtain and upload CA certificate
Note
You can find detailed explanations in the Security topics of the Cisco Unified Operating System
Administration Online Help.
Procedure
Step 1
Generate a CSR.
a) Select Security > Certificate Management > Generate CSR.
b) From the Certificate Name drop-down list, select tomcat.
c) Click Generate CSR.
Step 2
Download the CSR.
a) Select Security > Certificate Management > Download CSR.
b) From the Certificate Name drop-down list, select tomcat.
c) Click Download CSR.
Step 3
Use the CSR to obtain the signed application certificate and the CA root certificate from the Certificate
Authority.
When you receive the certificates, select Security > Certificate Management > Upload Certificate.
Upload the root certificate.
a) From the Certificate Name drop-down list, select tomcat-trust.
b) In the Upload File field, click Browse and browse to the root certificate file.
c) Click Upload File.
Step 4
Step 5
Step 6
Upload the application certificate.
a) From the Certificate Name drop-down list, select tomcat.
b) In the Root Certificate field, enter the name of the CA root certificate.
c) In the Upload File field, click Browse and browse to the application certificate file.
d) Click Upload File.
Step 7
Step 8
Step 9
After the upload is complete, sign out of Finesse.
Access the CLI on the primary Finesse server.
Enter the command utils service restart Cisco Finesse Notification Service to restart the Cisco Finesse
Notification service.
Step 10 Enter the command utils service restart Cisco Tomcat to restart the Cisco Tomcat service.
Step 11 Upload the root certificate and application certificate to the secondary Finesse server.
Note
To open Cisco Unified Operating System Administration for the secondary server, enter the following
URL in the address bar of your browser:
https://hostname of secondary Finesse server/cmplatform
Step 12 Access the CLI on the secondary Finesse server and restart the Cisco Finesse Notification Service and the
Cisco Tomcat Service.
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Getting Started After Installation
Agents Sign In to Desktop
Agents Sign In to Desktop
After the system administrator defines configuration settings, disables CSA, and restarts services, agents who
have passwords and operational handsets can sign in to the Finesse Agent Desktop.
Note
After you restart Finesse, it takes approximately 6 minutes for all server-related services to restart. Therefore,
you should wait 6 minutes before you attempt to sign in to the Agent Desktop.
Procedure
Step 1
Step 2
Enter the following URL in the address bar of your browser: http://hostname of the Finesse server/
The first time you access the Agent Desktop using HTTPS, you are prompted to trust the self-signed certificate
provided with Finesse. The following table describes the steps for each supported browser.
Note
If you are using HTTP or if you have installed a CA Certificate, you are not prompted to trust the
self-signed certificate. Enter your agent ID, password, and extension, and then click Sign In.
Option
If you use
Internet
Explorer:
Description
1 A page appears that states there is a problem with the website's security certificate.
Click Continue to this website (not recommended). This action opens the sign in
page for the Agent Desktop. A certificate error appears in the address bar of your
browser.
2 Click Certificate Error, and then click View Certificates to open the Certificate dialog
box.
3 On the Certificate dialog box, click Install Certificate. This action opens the Certificate
Import Wizard.
4 Click Next.
5 Select Place all certificates in the following store, and then click Browse.
6 Select Trusted Root Certification Authorities, and then click OK.
7 Click Next.
8 Click Finish.
9 If a Security Warning dialog box appears that asks if you want to install the certificate,
click Yes.
A Certificate Import dialog box that states the import was successful appears.
10 Click OK.
11 Enter your agent ID, password, and extension, and then click Sign In.
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Getting Started After Installation
Configure DNS on clients
Option
Description
If you use
Firefox:
1 Enter your agent ID, password, and extension, and then click Sign In.
An error appears that states Finesse cannot connect to the Cisco Finesse Notification
Service and prompts you to add a security exception for the certificates issued by the
Finesse server.
2 Click OK.
3 A page appears that states this connection is untrusted.
4 Click I Understand the Risks, and then click Add Exception.
5 On the Add Security Exception dialog box, ensure the Permanently store this exception
check box is checked.
6 Click Confirm Security Exception.
The page that states this connection is untrusted automatically closes and the Agent
Desktop loads.
Figure 3: Desktop Sign-In
Configure DNS on clients
Note
This procedure is required for uncommon environments where non-hierarchical DNS configuration exists.
If your environment has hierarchical DNS configuration, you do not need to perform this procedure.
Configuring DNS on client computers allows the clients to resolve the fully-qualified domain name (FQDN)
of the active Finesse server during a failover.
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Getting Started After Installation
Configure DNS on clients
Procedure
Step 1
Go to Control Panel > Network and Internet > Network Connections. (Open the Control Panel, enter
Network Connections in the search bar, and then click View network connections.)
On Windows XP clients, open Control Panel > Network Connections.
Step 2
Step 3
Right-click the appropriate network connection and choose Properties.
On the Networking tab, select Internet protocol version 4 (TCP/IPv4), and then click Properties.
On Windows XP clients, on the General tab, select Internet Protocol (TCP/IP), and then click Properties.
Step 4
Step 5
Step 6
Step 7
Click Advanced.
On the DNS tab, under DNS server addresses, in order of use, click Add.
Enter the IP address of the DNS server that was entered during installation and click Add.
If a secondary DNS was entered during installation, repeat Step 5 and Step 6 to add its IP address.
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Getting Started After Installation
Configure DNS on clients
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CHAPTER
5
Frequently Asked Questions
• Can I Install Cisco Finesse on Something Other Than a Virtual Machine?, page 27
• How Do I Access Log Files?, page 27
• How Do I Access the CLI?, page 27
• How Do I Uninstall?, page 34
• How Do I Upgrade?, page 34
• Ports used for Cisco Finesse, page 34
• Network and system services used for Cisco Finesse, page 35
• What Accounts and Passwords Are Defined During Installation?, page 36
• What If the Installation Fails?, page 37
• What Unified CCE Peripheral Gateway Type Is Supported for Finesse?, page 38
Can I Install Cisco Finesse on Something Other Than a Virtual
Machine?
Although it is possible to install Cisco Finesse directly on a server, this type of installation is not a supported
deployment.
How Do I Access Log Files?
Finesse supports CLI commands for collecting log files. See Commands Supported for Cisco Finesse.
How Do I Access the CLI?
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Frequently Asked Questions
Commands Supported for Cisco Finesse
The CLI provides a set of commands applicable to the operating system and to Cisco Finesse.
These commands allow basic maintenance and failure recovery and also enable some system administration.
Although Finesse provides access to all Cisco Unified Communications Manager CLIs, many commands are
not applicable to Finesse and most have not been validated for Finesse.
You can access the CLI directly, using the monitor and keyboard at the server console or by using SSH:
1 Enter the ID for the Administrator User account (the one created during installation).
2 When prompted, enter the password for the administrator user.
Commands Supported for Cisco Finesse
Finesse supports the following CLI commands and has qualified their use.
Log Collection
These commands prompt the user to specify a secure FTP (SFTP) server location to which the files will be
downloaded.
To obtain logs:
• Install log: file get install desktop-install.log
Use this command to see the installation log after the system is installed.
This log is written to the SFTP server and stored as a text file written to this path: <IP Address>\<date
time stamp>\install\desktop-install.log
• Desktop logs: file get activelog desktop recurs compress
Use this command to obtain logs for the Finesse web applications. This command uploads a zip file that
contains the following directories:
◦webservices: This directory contains the logs for the Finesse backend that serves the Finesse REST
APIs. The maximum size of an uncompressed desktop log file is 100 MB. This directory holds a
maximum of 300 log files. After a log file reaches 100 MB, that file is compressed and a new log
file is generated. Output to the last compressed desktop log file wraps to the log file created next.
The log file wrap-up duration can vary, based on the number of users on the system. Timestamps
are placed in the file name of each desktop log.
◦desktop:This directory contains logs from the Finesse Agent Desktop gadget container that holds
the Finesse desktop gadgets. Any container-level errors with Finesse Agent Desktop will appear
in these log files.
◦admin: This directory contains logs from the Finesse Administration gadget container that holds
the administration gadgets. Any container-level errors with the Finesse Administration Console
appear in these log files.
◦clientlogs: This directory contains the client-side logs submitted from the Finesse Agent Desktop
to the Finesse server. Each log file is no larger than 1.5 MB and contains a timestamp and the agent
ID of the agent who submitted the file. A new log file is created each time an agent submits
client-side logs (the data is not appended to an existing log file). The maximum size of this directory
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Frequently Asked Questions
Commands Supported for Cisco Finesse
is 100 MB. When the directory reaches 100 MB, the oldest files are deleted to keep the size below
100 MB.
◦openfireservice: This directory contains startup and shutdown-related information logs for the
Cisco Finesse Notification Service.
◦openfire: This directory contains limited error and information logs for the Cisco Finesse
Notification Service.
These logs are stored to the following path on the SFTP server: <IP address>\<date time
stamp>\active_nnn.tgz , where nnn is timestamp in long format.
• Servm log: file get activelog platform/log/servm*.* compress
Use this command to obtain logs generated by the platform service manager that manages the starting
and stopping of the Finesse services.
The desktop and servm logs are compressed to one set of files.
These logs are stored to the following path on the SFTP server: <IP address>\<date time
stamp>\active_nnn.tgz , where nnn is timestamp in long format.
• Platform Tomcat logs: file get activelog tomcat/logs recurs compress
These logs are stored to the following path on the SFTP server: <IP address>\<date time
stamp>\active_nnn.tgz , where nnn is timestamp in long format.
• VOS install log: file get install install.log
These logs are stored to the following path on the SFTP server: <IP address>\<date time
stamp>\active_nnn.tgz , where nnn is timestamp in long format.
Note
Log collection may fail when you use the compress flag if there are a lot of log files. If collection fails,
run the command again without the compress flag.
Cisco Security Agent
Run the following command to disable Cisco Security Agent (mandatory): utils csa disable
You must run this command after installation is complete to disable Cisco Security Agent (CSA). CSA prevents
some Finesse operations.
Cisco Finesse HTTPS Redirect
Enable Cisco Finesse HTTPS Redirect to enforce HTTPS to access the Finesse Desktop and Administration
Console. If Cisco Finesse HTTPS Redirect is enabled, agents and supervisors who attempt to access the
desktop with HTTP are redirected to HTTPS. Administrators who attempt to access the Administration Console
with HTTP are also redirected to HTTPS.
If Cisco Finesse HTTPS Redirect is disabled, the desktop and the Administration Console can be accessed
with HTTP or HTTPS.
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Frequently Asked Questions
Commands Supported for Cisco Finesse
Note
This command does not impact the Finesse REST APIs.
To view the status of, enable, or disable Cisco Finesse HTTPS Redirect:
• To retrieve the status of Cisco Finesse HTTPS Redirect: utils finesse application_https_redirect status
This command displays whether Cisco Finesse HTTPS Redirect is currently enabled or disabled on the
system.
• To enable Cisco Finesse HTTPS Redirect: utils finesse application_https_redirect enable
You must stop the Cisco Tomcat Service before you can enable Cisco Finesse HTTPS Redirect. You
can use the following command to stop this service: utils service stop Cisco Tomcat.
If the Cisco Tomcat Service is not stopped, the command to enable Cisco Finesse HTTPS Redirect fails.
This command also fails if Cisco Finesse HTTPS Redirect is already enabled.
After you enable Cisco Finesse HTTPS Redirect, start the Cisco Tomcat Service using the command
utils service start Cisco Tomcat.
• To disable Cisco Finesse HTTPS Redirect: utils finesse application_https_redirect disable
You must stop the Cisco Tomcat Service before you can disable Cisco Finesse HTTPS Redirect. You
can use the following command to stop this service: utils service stop Cisco Tomcat.
If the Cisco Tomcat Service is not stopped, the command to disable Cisco Finesse HTTPS Redirect fails.
This command also fails if Cisco Finesse HTTPS Redirect is already disabled.
After you disable Cisco Finesse HTTPS Redirect, start the Cisco Tomcat Service using the command
utils service start Cisco Tomcat.
Finesse Services
To view, start, or stop services:
• To retrieve the status of services: utils service list
This command retrieves a list of all services and their status.
Services are shown in one of the following states: STOPPED, STARTING, or STARTED.
STOPPED means the service is not running. STARTING means the service is starting operation and
performing any necessary initialization. STARTED means the service has successfully initialized and
is operational.
• To start a service: utils service start service name
This command starts the named service.
• To stop a service: utils service stop service name
This command stops the named service.
• To start Cisco Tomcat: utils service start Cisco Tomcat
• To stop Cisco Tomcat: utils service stop Cisco Tomcat
• To restart Cisco Tomcat: utils service restart Cisco Tomcat
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Frequently Asked Questions
Commands Supported for Cisco Finesse
Note
If a Cisco Finesse service-related problem exists, we recommend a restart of a Finesse
service as a last resort. Most service-related problems cannot be corrected by restarting
a service. Restarting A Cisco DB is never recommended.
Cisco Finesse Notification Service Logging
To view the status of, enable, or disable Cisco Finesse Notification Service logging:
• To retrieve the status of Cisco Finesse Notification Service logging: utils finesse notification logging
status
This command displays whether Cisco Finesse Notification Service logging is currently enabled or
disabled on the system.
• To enable Cisco Finesse Notification Service logging: utils finesse notification logging enable
Note
You must stop the Cisco Finesse Notification Service and the Cisco Tomcat Service
before you can enable Cisco Finesse Notification Service logging. You can use the
following commands to stop these services: utils service stop Cisco Finesse Notification
Service and utils service stop Cisco Tomcat.
If these services are not stopped, the command to enable Cisco Finesse Notification
Service logging fails. This command also fails if Cisco Finesse Notification Service
logging is already enabled.
• To disable Cisco Finesse Notification Service logging: utils finesse notification logging disable
Note
You must stop the Cisco Finesse Notification Service and the Cisco Tomcat Service
before you can disable Cisco Finesse Notification Service logging. You can use the
following commands to stop these services: utils service stop Cisco Finesse Notification
Service and utils service stop Cisco Tomcat.
If these services are not stopped, the command to disable Cisco Finesse Notification
Service logging fails. This command also fails if Cisco Finesse Notification Service
logging is already disabled.
For information about collecting Cisco Finesse Notification Service logs, see Log Collection.
Upgrade
Upgrade-related commands are grouped under utils system upgrade.
To initiate an upgrade: utils system upgrade initate
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Frequently Asked Questions
Commands Supported for Cisco Finesse
This command allows you to install upgrades and Cisco Option Package (COP) files from both local and
remote directories.
To cancel an upgrade: utils system upgrade cancel
Remote Account Management
Run the following command to enable, disable, create, and check the status of a remote access account: utils
remote_account
A remote account generates a pass phrase that allows Cisco support personnel to get access to the system for
the specified life of the account.
• utils remote_account create account life
account is the account name. life indicates the life of the account in days.
• utils remote_account disable
• utils remote_account enable
• utils remote_account status
Replication Status
To check replication status, run the following commands on the primary Finesse server:
• utils dbreplication status
This command runs the replication status check in the background.
• utils dbreplication runtimestate
This command returns the replication status on both the primary and secondary Finesse servers.
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Frequently Asked Questions
Commands Supported for Cisco Finesse
• Check the RTMT counter value for replication. If all nodes in the cluster show a replication status of 2,
replication is functioning correctly.
Figure 4: Replication status
• If the RTMT counter value for replication status is 3 or 4 for all nodes in the cluster, replication is set
up but an error occurred and replication is not functioning properly.
◦Run the command utils dbreplication status and check the output.
◦If mismatched rows appear in the output file, run the command utils dbreplication repair all from
the primary Finesse server.
• If any node shows any replication value other than 1 or 2, replication is not set up correctly and you
must reset replication for that node.
• If the majority of the nodes show a replication value of 0 or 1, run the command utils dbreplication
reset all from the primary Finesse server.
3rdpartygadget Account
The 3rdpartygadget account is used to upload third-party gadgets to the Finesse server. Before you can use
this account, you must set the password.
Note
If you plan to upload third-party gadgets to the Finesse server, you must have a developer support services
contract. For more information about uploading third-party gadgets, see the Cisco Finesse Web Services
Developer Guide.
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Frequently Asked Questions
How Do I Uninstall?
Run the following command to set or reset the password of the 3rdpartygadget account (where password is
the new password for the account):
utils reset_3rdpartygadget_password password
Note
Passwords cannot contain spaces or double quotes.
How Do I Uninstall?
You cannot uninstall software in a virtual environment. You can delete the VM and re-add it.
You do not need to uninstall a previous version of Finesse before you perform a fresh installation. The Finesse
server has two partitions: Active and Inactive. When you perform a fresh installation of Finesse, it installs on
the Active partition. If a previous version is installed, the new version overwrites it.
How Do I Upgrade?
Run the command utils system upgrade initiate. For more information, see Upgrade.
Ports used for Cisco Finesse
Server or
Application
Protocol
Server
Protocol/Port
Remote
Remote Device
Protocol/Port
Purpose
Cisco Platform
Tomcat
TCP 443, 8443
ANY
Secure Port used by
Finesse Administration
Console
for example, browser
Secure Port used by
Finesse Agent Desktop
Cisco Platform
Tomcat
TCP 80, 8080
ANY
for example, browser
Finesse Web Services
Finesse Administration
Console
Finesse Desktop
Modules (gadgets) with
Finesse Agent Desktop
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Frequently Asked Questions
Network and system services used for Cisco Finesse
Server or
Application
Protocol
Server
Protocol/Port
Remote
Remote Device
Protocol/Port
Purpose
Finesse database
(JDBC)
TCP 1545
ANY
Finesse API and
Administration
SQL client (for example,
SQuirreL)
Openfire
Foundation used to
make JDBC
connections with
Informix
Notification
Service XMPP
TCP 5222
ANY
XMPP nonsecure
Notification
Service XMPP
secure
TCP 5223
ANY
XMPP secure
Notification
Service BOSH
TCP 7071
ANY
BOSH nonsecure
Notification
Service BOSH
secure
TCP 7443
ANY
BOSH secure
System Service
TCP 22
ANY
SFTP and SSH access
System Service
UDP 123
ANY
Network time sync
Network and system services used for Cisco Finesse
To view the platform TCP/IP services, UDP services, and Unix domain sockets used by Cisco Finesse, access
the CLI using the Administrator User credentials and enter the following command:
show network all detail
To view the system services used by Cisco Finesse, access the CLI using the Administrator User credentials
and enter the following command:
utils service list
The following services are enabled by default when Finesse starts. These services are essential for product
operation and should not be disabled.
• A Cisco DB
• A Cisco DB Replicator
• Cisco AMC Service
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Frequently Asked Questions
What Accounts and Passwords Are Defined During Installation?
• Cisco Audit Event Service
• Cisco CDP
• Cisco CDP Agent
• Cisco CallManager Serviceability
• Cisco CallManager Serviceability RTMT
• Cisco Certificate Change Notification
• Cisco Certificate Expiry Monitor
• Cisco DRF Local
• Cisco DRF Master
• Cisco Database Layer Monitor
• Cisco Finesse Notification Service
• Cisco Log Partition Monitoring Tool
• Cisco RIS Data Collector
• Cisco RTMT Reporter Servlet
• Cisco Syslog Agent
• Cisco Tomcat
• Cisco Tomcat Stats Servlet
• Cisco Trace Collection Servlet
• Host Resources Agent
• MIB2 Agent
• SNMP Master Agent
• SOAP -Log Collection APIs
• SOAP -Performance Monitoring APIs
• SOAP -Real-Time Service APIs
• System Application Agent
What Accounts and Passwords Are Defined During Installation?
During the installation, you specify three passwords: the Administrator User, the Application User, and the
database access security password. All three must start with an alphabetic character, must be at least six
characters long, and can contain alphanumeric characters, hyphens, and underscores.
• The Administrator User account
These are the credentials you enter to access the CLI.
• The Application User account
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Frequently Asked Questions
What If the Installation Fails?
These are the credentials you enter to access the Cisco Finesse Administration Console.
• Database access security password
Keep a record of this password; you will need to use it if you replace or add a server in the future or if
you want to replace the old security password with a new one.
Important
If the username for the Administrator User account is not administrator (all lower case), the following
CLI commands will fail and hang at a password prompt:
• utils finesse application_https_redirect*
• utils finesse notification*
• utils reset_3rdpartygadget_password
The current console session is locked until the system is rebooted. If you are connected directly to the
system, you can press Alt + any function key (F1-F6) to open another console (for up to 6 separate console
sessions).
If you are connected through SSH, you can disconnect and then reconnect to open a new session.
If you entered a username other than administrator for this account during installation, you can create an
additional CLI account with the username administrator. This account provides limited access to CLI
commands and can run the preceding commands without locking the session.
To create this account:
1 Sign in to the CLI using the credentials for the Administrator User account that you created during
installation and run the following command:
set account name administrator
2 Select 1 for the privilege level at the prompt and press Enter.
3 Type a password for the new account and press Enter.
You can then sign in to the CLI using this new account to run the preceding commands.
What If the Installation Fails?
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Frequently Asked Questions
What Unified CCE Peripheral Gateway Type Is Supported for Finesse?
If the installation fails, a screen appears that asks if you want to copy diagnostic information to a device.
Figure 5: Installation Failed screen
In this situation, you must reinstall from the beginning, but not until you attach a serial port to the VM. You
dump the install logs into the serial port of the VM.
For information about how to attach a serial port and dump the install logs, see the DocWiki page How to
Dump Install Logs to the Serial Port of the Virtual Machine.
What Unified CCE Peripheral Gateway Type Is Supported for
Finesse?
Cisco Finesse is supported on, and has been tested on, a Call Manager Peripheral Gateway (PG) and a Generic
PG.
Finesse is not supported on a System PG.
Finesse has not been tested on a System PG. On a System PG, assuming that a Voice Response Unit (VRU)
is also set up for queuing, Finesse would receive queuing events meant for the VRU.
With a Call Manager PG, the VRU is on a different peripheral. Finesse does not receive VRU queuing events.
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INDEX
A
administrator user 2, 6, 9, 27, 36
and Command Line Interface 27
configuring at installation 36
agent passwords 20
application user 2, 6, 18, 36
and Finesse Administration Console 18
configuring at installation 36
auto-negotiation 6
autonegotiation 9
Cisco Security Agent 17, 29
CLI 17, 27, 28, 29, 30
access to log files 27
administration user 27
command to disable Cisco Security Agent 29
command to obtain log files 28
commands supported for Finesse 27
commands to start, stop, restart services 30
disable CSA 17
D
B
basic install wizard 1, 2, 6, 9
administrator user credentials 6, 9
application user credentials 6
auto-negotiation settings 6
autonegotiation settings 9
case sensitivity 1
certificate information 6, 9
configuration worksheet 2
DNS settings 6, 9
MTU setting 6, 9
network connectivity test configuration 9
network settings 6, 9
NIC speed and duplex settings 6, 9
NTP Client configuration 6
security configuration 6
timezone check 6, 9
user interface 1
database settings 18
DNS servers 6, 9
configuring at installation 6, 9
domain 6, 9
F
failure 37
of installation 37
Finesse Administration Console 18
Finesse Serviceability 20
G
gateway 6, 9
H
C
hostname 6, 9
case sensitivity 1
certificate information 2, 6, 9
Cisco Finesse 1, 34
operating system 1
uninstalling 34
Cisco Finesse User Guides v
I
installation 1, 6, 9, 27, 34, 36, 37
failure 37
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IN-1
Index
installation (continued)
length of 1, 6, 9
on virtual machine 27
processes 6
reboot during 6
secondary node 9
uninstall 34
user accounts 36
user interface 1
VM Template 1
IP address and mask 6, 9
L
log files 27, 28
M
MTU 6, 9
N
passwords (continued)
configured at installation 36
security 6, 36
peripheral gateway 38
PG supported 38
ports 34
primary node 1
S
security password 2, 6, 36
server settings 18
servers 6, 9
DNS 6, 9
hostname 6, 9
IP address and mask 6, 9
services 20, 30
CLI commands for 30
sign in 18, 27
to Command Line Interface 27
to Finesse Administration Console 18
T
navigation 27
in Command Line Interface 27
network settings 6, 9
NTP server 2
timezone 6, 9
U
uninstall 34
user accounts 36
O
OVA file 1
V
P
passwords 6, 36
application user 6
virtual machines 1, 27
VM Template 1
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IN-2