Cisco Finesse

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.


Configuration changes are permitted on only the primary server. Access to Finesse administration console on the secondary server is read-only.

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.

Cisco Collaboration Licensing – New Purchasing

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.