Finesse AgentInfo Gadget Deployment with

MediaSense

Unified Contact Center Enterprise

Version 1.0

Cisco Systems, Inc.

Corporate Headquarters
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San Jose, CA 95134-1706 USA
http://www.cisco.com
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Fax: 408 526-4100

Cisco Confidential. All printed copies and duplicate soft copies are considered uncontrolled
and the original online version should be referred to for the latest version.
Contents
CONTENTS ....................................................................................................................................................... 2
LIST OF FIGURES AND TABLES .......................................................................................................................... 3
ABOUT THIS UNIFIED CONTACT CENTER ENTERPRISE ...................................................................................... 4
HISTORY ................................................................................................................................................................ 4
REVIEW ................................................................................................................................................................. 4
DOCUMENT CONVENTIONS........................................................................................................................................ 4
1 INTRODUCTION............................................................................................................................................. 5
1.1 DOCUMENT PURPOSE ......................................................................................................................................... 5
1.2 FINESSE AGENTINFO GADGET ............................................................................................................................... 5
2 IMPORT SELF-SIGNED CERTIFICATES ............................................................................................................. 6
3 DEPLOYMENT OF AGENTINFO GADGET ON FINESSE ..................................................................................... 7
4 REFERENCE DOCUMENTS .............................................................................................................................. 8
TRADEMARKS AND DISCLAIMERS .................................................................................................................... 9

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List of Figures and Tables
NO TABLE OF FIGURES ENTRIES FOUND.

NO TABLE OF FIGURES ENTRIES FOUND.

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About This Unified Contact Center Enterprise

Author Karim Mohsen

Change Authority Karim Mohsen

History
Version Issue Date Status Reason for Change
No.
0.1 12-Mar-16 Draft
1.0 22-Mar-16 Final

Review
Reviewer’s Details Version No. Date
Sioe-Bing Khouw 0.1 21-Mar-16

Document Conventions

Alerts readers to take note. Notes contain helpful suggestions or references to material not
covered in the document.

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equipment damage or loss of data.

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hazards involved with electrical circuitry and familiarize themselves with standard practices for
preventing accidents.

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affixed to this icon.

Alerts the reader that the information affixed to this icon will help them solve a problem. The
information might not be troubleshooting or even an action, but it could be useful information
similar to a Timesaver.

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1 Introduction

1.1 Document Purpose

The purpose of this document is to provide the detailed configuration of deploying Finesse AgentInfo
Gadget with MediaSense in UCCE environment, MediaSense user guide doesn’t include all the
details of how to deploy Finesse AgentInfo Gadget.

1.2 Finesse AgentInfo Gadget

Finesse AgentInfo gadget conveys agent information from Finesse to MediaSense, which includes
login ID, login name, first name, and last name. The information is linked with all the calls in which the
agent is involved. In MediaSense, getSessions API calls having the agent information use the gadget.
The gadget is deployed on the Finesse Agent desktop and can be hosted on both primary and
secondary MediaSense nodes, however, not simultaneously.

When an agent signs in to the Finesse desktop with valid Finesse credentials, the gadget signs in to
the MediaSense server. In case of gadget sign-in failures, the gadget retries every three minutes
indefinitely. Sign-in is reattempted for all the failure cases except for the sign-in with invalid
credentials. The gadget is present on the agent's desktop as a title and a frame. However, it performs
a number of functions that are invisible to the agent.
2 Import Self-Signed Certificates
Download the MediaSense self-signed Tomcat certificate (tomcat.pem) from primary and secondary
of the MediaSense administration node OS Administration pages, and upload the MediaSense
tomcat.pem certificates to Finesse primary node in the tomcat-trust keystore.

Complete these steps in order to obtain the certificates from both MediaSense nodes:

1) Access the MediaSense OS Administration page and select Security > Certificate
Management.
2) Click the appropriate certificate .pem file and select Download:

In order to upload a certificate on Cisco Finesse:

1) Navigate to the primary Finesse OS Administration page and select Security > Certificate
Management.
2) Click Upload Certificate / Certificate Chain

3) Browse the MediaSense tomcat.pem certificates and select tomcat-trust as the certificate
type.
4) Click Upload File.

The certificates will be replicated to the secondary Finesse server thus no need to upload the
certificates to the secondary.

You will need to restart the following services in primary & secondary Finesse servers after importing
the certificates:

• Cisco Tomcat
• Cisco Finesse Tomcat

admin: utils service restart Cisco Tomcat

admin: utils service restart Cisco Finesse Tomcat

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 3 Deployment of AgentInfo Gadget on Finesse
To deploy AgentInfo gadget on Finesse, perform the following tasks:

1) Log in to Cisco Finesse Administration with valid credentials.

2) Click the Desktop Layout tab.
3) In the Finesse Layout XML section, add the gadget tag within the layout xml.
The gadget tag has the xml file path of the gadget.
For example:
<gadget>https://<Host>:<Port>/ora/gadget_agentInfo/MSAgentInfoGadget.xml</gadget>
4) The AgentInfo gadget gets added to the Finesse desktop.

You need to deploy the gadget for primary and secondary MediaSense nodes separately to
avoid deployment of two gadgets on Finesse Desktop

This is an example of Finesse XML layout including MediaSense AgentInfo Gadget

<finesseLayout xmlns="http://www.cisco.com/vtg/finesse">
<layout>
<role>Agent</role>
<page>
<gadget>/desktop/gadgets/CallControl.jsp</gadget>
</page>
<tabs>
<tab>
<id>home</id>
<label>finesse.container.tabs.agent.homeLabel</label>
<columns>
<column>
<gadgets>
<gadget>/desktop/gadgets/QueueStatistics.jsp</gadget>
</gadgets>
</column>
</columns>
</tab>
<tab>
<id>MediaSenseAgentInfo</id>
<label>MediaSense AgentInfo</label>
<gadgets>
<gadget>https://<MS_Primary_Host>:8440/ora/gadget_agentInfo/MSAgentInfoGadget.xml</gadget>
<gadget>https://<MS_Secondary_Host>:8440/ora/gadget_agentInfo/MSAgentInfoGadget.xml</gadget>
</gadgets>
</tab>
</tabs>
</layout>
</finesseLayout>

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4 Reference Documents

Cisco MediaSense User Guide, Release 11.0(1)

UCCX Signed and Self-Signed Certificates Configuration Example

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Trademarks and Disclaimers
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT
TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS
MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND,
EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY
PRODUCTS.

THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET
FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED
HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED
WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THIRD
PARTY SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THIRD PARTY SUPPLIERS
DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT OR ARISING
FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL,
CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR
LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF
CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Cisco and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries.
A listing of Cisco's trademarks can be found at www.cisco.com/go/trademarks. Third-party trademarks mentioned
are the property of their respective owners. The use of the word partner does not imply a partnership relationship
between Cisco and any other company.

Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual
addresses and phone numbers. Any examples, command display output, network topology diagrams, and other
figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone
numbers in illustrative content is unintentional and coincidental.

©2015 Cisco Systems, Inc. All rights reserved.

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and the original online version should be referred to for the latest version.
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