Cisco finesse phone failure error. 5(1) onward, this API is deprecated.

Cisco finesse phone failure error Our call center uses Cisco Finesse to take inbound and make outbound calls. When I checked CUIC "Agent Login Logout Activity Report" those agents has several Connection Failure forced Cisco Finesse Release 12. 0(1) - Manage Reasons [Cisco Finesse] - Cisco Sign Out of Finesse on the IP Phone; Recover Finesse IP Phone Agent Service After Failure; Set Finesse Service and Credentials Using the Self Care Portal; Finesse IPPA Behavior; Finesse IP Phone Agent. Cisco recommends you have knowledge of these topics: Cisco Intelligent Contact Management (ICM) Computer Telephony Integration (CTI) Cisco IPCC. The log in failure is due to webservice response to HTTP 404 not found for a get on an Agent. 67 MB) View with Adobe Reader on a variety of devices Team—Get List of Phone Books - Provide customer service agents a way to integrate with their contact center interfaces. On CUIC: utils cuic cors enable utils live-data cors enable utils cuic cors allowed_origin add https://<finesse-FQDN> Authorization failed of Agent for Cisco Finesse 12. 1 Status Codes. First you request a Sandbox on the Please rate helpful posts and if applicable mark "Accept as a Solution". If multiple users try to update the phone books for the same team at the same time, the changes made by the last user to update overwrite the changes made by the other users. Finesse essentially times out in the background, typically logs the agent out and says 'Connection Failure'. If you getting a connection failure in finesse , your State goes to not ready (Or logged Out). Reason code of the logout is 255. 6. I tried multiple troubleshooting without success until I restarted the CTIManager service on the Pub (server that the phone was registered to) after the CTIManager got restarted, the user was able to go Ready. Check the connectivity between the agent PC and the CTI server. 5 connected Bias-Free Language. Step 4. Chapter: Finesse IP Phone Agent Tasks ; Chapter: Cisco Finesse I also experienced the same issue (CF_RESOURCE_OUT_OF_SERVICE) when a specific user try to go Ready on Finesse. For instance, if you have an agent that doesn't have the issue, have the "problem" agents try and use the phone of agents who do work (and vice versa), to This document describes a solution for the Cisco Finesse problem when a supervisor is not able to silent monitor an agent. We have observed system reason codes for not ready and signout in UCCE 11. 1 cluster (1 pub and 2 subs), and though it took a long time to create the file, there was no output in it. Introduction This document describes the reasons of Agent not ready with the reason code. Cisco Finesse Administration Guide, Release 12. Cisco Finesse Desktop User Guide for Unified Contact Center Enterprise Release 11. I have a customer for a particular group they get multiple 50002 Not ready code in their CUIC reports. Note: Only registered Cisco users have access to internal Cisco tools and information. David is right. I tested the new phone in my office and was able to successfully login. All existing contacts in the phonebook are deleted before the new contacts are inserted. Hi, By any chance you checked or diasabled NTLM authenitcation? what account are you using from finesse to login to AW? i know it must be domain account but make sure using the same account you are able to login to AW frome somewhere else and atleast able to run select * from Agent. Logged Out - Mobile Agent Disconnect The system issues this reason code when the agent is forcibly logged out when there is a Hi, In UCCX, phone failure of agent was leading to "NOT Ready-Phone Failure" , but in CCE it causes the finesse to logout. Release Notes for Unified Contact Center Enterprise, Release 12. Anurag Siddhu . 2) Issues on the Finesse Server itself causing the PC hosting Finesse Desktop Symptom: Finesse fails to log in agents with error and cannot authenticate with the notification service. They would then have to re-login to Cisco Finesse. This document describes how to troubleshoot specific certificates errors on Real Time Monitoring Tool (RTMT) of Cisco Unified Contact Center Express (UCCX), Cisco Finesse and Cisco Virtualized Voice Browser(VVB). Based on Cisco Documentation, Finesse requires that the administration database is configured to use NTLM. Finesse IP Phone Agent; Sign In to Finesse on the IP Phone; Change State on the IP Phone; Apply Wrap Up Reason on the IP Phone; Sign Out of Finesse on the IP Phone; Recover Finesse IP Phone Agent Service After Failure; Set Finesse Service and Credentials Using the Self Care Portal; Finesse IPPA Behavior Authorization failed of Agent for Cisco Finesse 12. There's a weird issue I'm seeing though which I'm wondering if you have any information on. 5 issue. 6(2) Deprecated Features; Cisco Finesse REST APIs; JavaScript Library and Sample Gadgets; Communication with the Cisco Finesse Web Service. -ICM 8. In order to fix the issue they need to log off from cisco Iterative approach of making changes to desktop. But since we don't use that he removed the users phone from the RMCM group and had the user reset his phone. There are no specific requirements for this document. If you still experience problems, remove the actual agent phone from RMCM user, reset the phone and add the device back into the RMCM user. 50002-which usually means a CTI OS component failed, causing the agent to be logged out. HTTPS Requests; Real-Time Events; API Parameter Types; Cisco Finesse API Errors; Lab Development Environment Validation with Cisco FinesseWeb Services APIs We've got some users that are using Finesse and MRA Jabber. Authorization Failure Unauthorized (for example, the user is not yet authenticated in the Web Session) . Hi when I generate "Agent Not Ready Reason Code Summary Report" it shows that "32759 = phone out of service" How can I find exact reason for " 32759 = phone out of Recover Finesse IP Phone Agent Service After Failure; Set Finesse Service and Credentials Using the Self Care Portal; Finesse IPPA Behavior; Finesse IP Phone Agent. Hi Mr. What's New in Cisco Finesse 12. They currently have Jabber 14. The issue is solely with the users who are remote and using Cisco Meraki and Cisco Jabber to answer calls. 10000-28. Our agents need to log into Cisco Jabber, then Cisco Finesse, then Microsoft Teams at the beginning of their shift. We are seeing a lot of agent states of Not Ready - Phone Working. Cisco Finesse supports a system-wide total of 50,000 contacts. Come back to expert answers, step-by-step guides, recent topics, and more. is there any way to change the behavior in CCE? Thanks, If Finesse IPPA detects a server failure before Finesse fails over to the alternate CTI server, then Finesse IPPA declares the Finesse server OUT_OF_SERVICE. How can I monitor the finesse logs per agent in order to When you attempt to sign in as a mobile agent in nailed connection mode, this error appears on the agent desktop: Finesse is out of service. Could you ask the users to send you a print-screen of Ctrl+Shift+D when on Jabber on both cases to check the report from Jabber? Since you mentioned VPN, can you cross-check that the two users that face the issue are under the same VPN profile (ie network settings) with the rest whom their Jabber may be operational? Mobile agent state changed to Not Ready because the call fails when the mobile agent's phone line rings busy. First of all, we have to check the After toggling between ready and not ready due to phone down issue, the agent sends a logout request to the webservice api and logs out of finesse desktop: The following table lists possible failure scenarios and describes how a client can determine when a failure occurs. We have 100+ agents on a new CCX deployment, 3 of those agents get Finesse error, The agent has a Cisco 8851 phone and uses finesse. Step 11: The defect Cisco bug ID CSCvb94130 - "UCCX: Agent unable to login to Finesse after switching phones" could be applicable for intermittent issues. Step 8. A situation may occur where force logout is not happening before clients signs in to the another server. 1 to ver 10. " You will see the corresponding message in CAD: "Login failed due to a configuration erro I have some agents that use a CTI Remote device with a remote destination that rings an iPhone. The form also presents a list of problem statements - from which The system issues this reason code when the agent is forcibly logged out when there is a connection failure between the Cisco What's New in Cisco Finesse 12. Messages are also seen when agent log in treatment by the Finesse Tomcat - CCX Engine logs can also be analyzed. 10000-38. Iterative approach of making changes to desktop. The Cisco Finesse service displays in the Subscribed Services list. With Finesse IP Phone Agent (IPPA), you can access Finesse features on your Cisco IP Phone as an alternative to accessing Finesse through your Among other models, 7941 Session Initiation Protocol (SIP) phones are one of the supported phone models for Finesse login. I then performed a "utils dbreplaction stop" on the sub and a "util Hello, Some system information: Mac OSX Heigh Sierra Postman Firefox/chrome I am new to the finesse development. Hi when I generate "Agent Not Ready Reason Code Summary Report" it shows that "32759 = phone out of service" How can I find exact reason for " 32759 = phone out of Discover and save your favorite ideas. 2 and later. Lise, I had some issues with finesse disconnections and it was network latency from the agents side. With Finesse IP Phone Agent (IPPA), you can access Finesse features on your Cisco IP Phone as an alternative to accessing Finesse through your Hello , We are see agent states of Not Ready and reason code Phone Working. When the Cisco Finesse node is in maintenance mode, Finesse IPPA users are not allowed to login. All Agents work from home and go into office (several will use both work places during the week). Finesse tries to sign the agent out; however, that agent is already signed out. Finesse receives a presence notification of Unavailable from the client. And when she come back to desk, she forgot to put in "ready" state. A user accidentally logged out of Extension Mobility, and when we UCCE 11. This agent once or twice per day getting automatically logout from Desktop Finesse, sometimes directly after call ends. Refreshing appears to work and then logs them out of finesse with the need to log back in. 5 and configured the CTI settings and restarted the server. Prerequisites Requirements. 13 MB) PDF - This Chapter (1. Calls come into the CSQ and assigned to agent, In Finesse, agent hits direct transfer, enters phone number, and hits transfer. We are seeing several of our Finesse users have phone failures. 10000-30 In the past 2 days we have had issues with users going into Not Ready - Call overlay. When Bias-Free Language. Note The ReasonCode list can be empty (for example, if no reason codes for the specified category exist in the Finesse configuration database). Errors that might be for Finesse-specific events are listed below: 500 Internal Server Error Troubleshoot Common UCCX Finesse and CUIC Issues Contents Introduction Prerequisites Requirements Components Used Problem: Finesse and Finesse Admin Loads Up with Blank Screen Solution Problem: Authentication Failure of Finesse Notification Service after PG Failover Solution Problem: UCCX 12. Here is the link that describes all the system reason codes : PHONE_DOWN Reason Code: 32759 State: Not Ready Iterative approach of making changes to desktop. 0 sandbox lab & 11. The biggest thing you need to clarify is if Finesse lost connection (with the red banner at the top of the screen) or if the agent was logged out (likely due to the phone losing connectivity) of Finesse. Mark as New; Bookmark; Subscribe; Mute; Subscribe to see if the CTI failure caused any issue. Old phone=7965 new phone=8851. In the Manage Phone Books gadget, select the phone book that contains the contacts you want to export. Step 3. This user is only After a client-side failover and sign in to the other Finesse node, a mobile agent is shown as a regular agent. Failure Scenarios - Provide customer service agents a way to integrate with their contact center interfaces. Thanks, Vaijanath S. The user status goes from Phone Failure to Phone Working very quickly. Changing the registry key to 2 works perfectly. Because finesse is in service it sends forced Logout to CTIserver for the agent. Mobile agent state changed to Not Ready because the call fails when the mobile agent's phone line rings busy. The server that an agent is connected transitions to OUT_OF_SERVICE, the Finesse IP Phone Agent (IPPA) displays a notification that the server is unavailable. It will happen to a group of users, and then they recover. Please find attached a logout status report that is showing the agent using Finesse successfully created the new phone book. They use jabber to receive calls. Agent Not Ready Reason codes There are reports that show the codes agents select when entering Not Ready state, that calculate the percentage of time spent in the Not Ready state, and that show sp Book Title. 10000-11, agents are able to get past the login but receive errors. Upgraded from 10. Related Information • Compatibility Information for Cisco Unified Contact Center Hello, We recently updated another building (a little over a week ago). Contacts are retrieved from the global phone books first, followed by the team phone books, up to the maximum limit of 6000. Since 2006 we have programmed an IP Communicator phone for home use and a User Defined Profile to log into desk pho Recover Finesse IP Phone Agent Service After Failure; Set Finesse Service and Credentials Using the Self Care Portal; Finesse IPPA Behavior; Finesse IP Phone Agent. CCX and CUCM has an automated sync mechanism which might vary from 5 - 10 minutes based on various parameters. Sign Out of Finesse on the IP Phone; Recover Finesse IP Phone Agent Service After Failure; Set Finesse Service and Credentials Using the Self Care Portal; Finesse IPPA Behavior; Finesse IP Phone Agent. Step 9 Platform-Based API Differences. This list includes all phone books that are assigned to a team. To recover REST and XMPP connections, follow the steps described for failure recovery earlier in this chapter. Once the phone came back online he added the user back to the RMCM group and he was able to login. With Finesse IP Phone Agent (IPPA), you can access Finesse features on your Cisco IP Phone as an alternative to accessing Finesse through your browser. A user accidentally logged out of Extension Mobility, and when we Finesse IP Phone Agent Tasks. were getting a Finesse "Connection failure" disconnect just from Finesse I always get errors when I setup the Finesse extension on a Jabber client, but it works fine from IP Communicator experts, we are in situation that agents are not sitting all time to pick up & have to work on something else. TAC has reviewed our Finesse Logs, RTMT Logs, CLI Logs and simply says "It's an issue on our network, the client machine, or browser'. If you look in to the Finesse release notes it was clearly mentioned that Finesse agent desktop will not support "Multiline is not supported and must be disabled on all phones" and so you need to change the hard phone setting as "Join and Direct Tranfer Policy set - "Same line enable only" and by default the setting as "same line, across line is enabled" These are not failed calls. Click Save. Problem. Finesse is OUT_OF_SERVICE. This document was generated from CDN thread Created by: Andrew Higgins on 15-01-2012 02:06:58 PM FCS version of Finesse, 8. Finesse IP Phone Agent; Sign In to Finesse on the IP Phone; Change State on the IP Phone; Apply Wrap Up Reason on the IP Phone; Sign Out of Finesse on the IP Phone; Recover Finesse IP Phone Agent Service After Failure; Set Finesse Service and Credentials Using the Self Care Portal; Finesse IPPA Behavior SANs issue with a Third Party Signed Certificate in Finesse 01/Sep/2016; Troubleshoot Cisco Finesse Desktop Persistent Logging Problem 10/Jan/2018; Troubleshoot Cisco VOS Based Finesse Server With CLI 14/Feb/2017; Troubleshoot Finesse Agent State Change Delayed 14/Sep/2017; Troubleshoot Finesse Custom or New Gadgets Issue 24/May/2022 User API Errors - Provide customer service agents a way to integrate with their contact center interfaces. I see the below errors in the logs. This issue does not appear to a Hello Experts, I am having some issues with Finesse certificates when it comes to regenerate, sign and upload them. Book Title. The agent closes the browser window. 50042 . PDF - Complete Book (3. Hello Dmytro, the issue was resolved after reactivating the authentication NTLM on the AD. Yes exactly one of our user was removed from the resource group. I have this problem too, agents get the red banner 'lost connection to <FQDN>. We have used changeState API with FinesseReasonID. Solved: I recently swapped out phones for an agent. 0(3) and cad 8. Since this is a lab environment we have another finesse 11. 6 few days ago. " You will see the corresponding message in CAD: "Login failed due to a configuration erro Finesse IP Phone Agent Tasks. Log into Finesse app. The Cisco Finesse Tomcat is the only service exposed on the CCX Serviceability page. If Agent A answers yes, Agent B is logged out and Agent A is logged in. Wonder if they are hitting a bug or something? Bias-Free Language. what is mean "Phone Working" ? my version of UCCX 11. And in trying to get started I followed the documentation to the letter. This issue is Some times when phone failure happens the agents have to sign out from their jabber and finesse and login again. Possible causes of the issue are: A CG/PG failover has occurred. x on all Cisco UC and CC platforms (UCCE). Any idea what could be causing the issue. Cisco Employee Options. There is only a Cisco Finesse appliance that co-resides on UCCX and handles both Web browser based Agent Desktop as well as IP Phone Agent - now packaged as Finesse IP Phone Agent (FIPPA). With Finesse We had this exact problem in our new UCCE 12. Maintenance Mode for Cisco Finesse servers is supported starting from release 12. ErrorType Reason Deployment Type Call Operation Failure Attempt to exceed maximum allowed conference participants. 6, changed to use Finesse (from CAD). 6(1) in order to support unscheduled down times. 5(3) -Agents are able to log in fine using CTIOS Toolkit and CAD desktops So you'd want to see if there's an issue with the setup of those two agent phones. So by applying the above setting the agent is now able to see the reporting window, incoming calls now can come and user can see all the details. I have two agents that after they end a call it still says talking with reason code 32760. Recover Finesse IP Phone Agent Service After Failure; Set Finesse Service and Credentials Using the Self Care Portal; Finesse IPPA Behavior; Finesse IP Phone Agent. . We are using CM System version: 9. 2 and EXP X14. Reports would then show that Agent B logged out at a certain time with a reason code of There is only a Cisco Finesse appliance that co-resides on UCCX and handles both Web browser based Agent Desktop as well as IP Phone Agent - now packaged as Finesse IP Phone Agent (FIPPA). Cisco Finesse. Please try again or contact the Agents started complaining that they suddenly get disconnected, and when you see the reports on CUIC, the reason is Connection Failure. you should enable CORS on CUIC Publisher and Subcribber like below . 5(3) -CTIOS Server 8. If this is the case, then its a problem with the agents phone and not the agent desktop. It puts them in not ready state not wrap up mode. 5. The server response contains an empty response body and a location header that denotes the absolute URL of the new phone book. We want to use cisco finesse with google chrome or edge chromium but the connection and live reporting Hi, We have icm 8. The engineer, who is no longer here, setup extension mobility. Stand-alone Finesse with Unified CCE: In a stand-alone Finesse deployment with Unified CCE, supervisors can silently monitor agents who are on ICD calls or non-ICD calls (for example a call to another agent). All HTTP errors are returned as HTTP 1. Also there is an option to sync newly added configuration manually, between CCX Click the Subscribe button to subscribe this phone to the Cisco Finesse service. Components Used. To the agent it may seem like the same problem, but it is two completely different causes/systems involved. x to 12. Finesse receives a presence notification of Unavailable for the user. ). 2. HTTPS Requests; Real-Time Events; API Parameter Types; Cisco Finesse API Errors; Lab Development Environment Validation with Cisco FinesseWeb Services APIs Problem: When logging an agent into Finesse, you receive the following message in the "Signing In" step of Finesse login: "Sign In Error: The device associated with that extension or dial number is invalid. 6 Finesse 11. Logged Out The system issues this reason code when the agent is forcibly logged out when there is a connection failure between the Cisco Cisco Finesse supports the wrap-up functionality ReasonCode API Errors - Provide customer service agents a way to integrate with their contact center interfaces. the Cisco Finesse Notification Service or Cisco Finesse Database). 2 it causes agents to drop out of Finesse for ~ 5 minutes, details below: Immediately after restarting the "Cisco Unified CCX Notification Service" my agent Finesse windows display "Live Data is not available" and start a countdown from 60 seconds; After ~ 2 minutes they get this error: "Request to server timed out. This contains the Finesse localhost logs and the FIPPA logs. This document describes how to configure and troubleshoot Finesse IP Phone Agent (FIPPA) on Unified Contact Center Express (UCCX). Related Information. A message appears that gives you the option to view the downloaded file, open the folder into This API allows a supervisor to barge in to an agent call that the supervisor is silently monitoring. getting stuck in talking mode after a call, needing to refresh the page. 6(1) Chapter Title. This could be due to closing the agent desktop application, heartbeat time out, a CTI OS Server failure, or a CTI OS failure. Click Export. Typically you should verify this by creating an ODBC data source on a different Windows server from the AW-HDS. 6(1). When i try to open finesse desktop i get out of service. From Real Time Monitoring Tool (RTMT) - Collect the Cisco Finesse logs. Also check your name resolution, your agent PC should be able to resolve the CTI server's name to an IP address, if necessary create a local host file on the agent PC with that name resolution. 6 and we are unable identify what would be use Cisco Finesse Administration Guide Release 11. this has happened a couple times a day for no apparent reason. Agent Login Problems. Finesse IP Phone Agent Tasks. Recently upgraded UCCX from ver 7. The subscribed agents or supervisors can now access Cisco Finesse by selecting it from the Services menu on their IP phones. Contacts that are error-free or contacts that contain missing or empty fields are inserted. where the Agent Phone Line Control is enabled in the peripheral and the Non ACD Line The system issues this reason code when the agent is forcibly logged out when there is a connection failure between the Cisco Finesse Desktop and the Cisco Finesse Server Phone Failure status after setting Ready status: Next, I want to make sure you have this document, the the Cisco Finesse Web Services Developer Guide, Release 12. Step 2. Please wait for a reachable Finesse Server to be found' and the agents gets reason code 255 (Connection Failure) in the Agent State Detail Report Could you ask the users to send you a print-screen of Ctrl+Shift+D when on Jabber on both cases to check the report from Jabber? Since you mentioned VPN, can you cross-check that the two users that face the issue are under the same VPN profile (ie network settings) with the rest whom their Jabber may be operational? Hi @chuck47172 . Finesse IP Phone Agent; Sign In to Finesse on the IP Phone; Change State on the IP Phone; Apply Wrap Up Reason on the IP Phone; Sign Out of Finesse on the IP Phone; Recover Solved: I checked the DBReplication Status of my 5. 6 sandbox lab. When calls are received, they are unable to answer them using the Answer function the Finesse portal. 0 Helpful Reply. Cloud Connect Configuration API Errors - Provide customer service agents a way to integrate with their contact center interfaces. IPCC Tracing. From the go live we are experiencing a high number of these CTI Failures. This document uses this phone model as an example for a login failure when the IPv6 is enabled in the network. Click Open to open the CSV file in Excel, or click the Save drop-down list and choose Save, Save as, or Save and open. Cisco Bug: CSCvg97902 - failureCode:CF_RESOURCE_OUT_OF_SERVICE is a generic error code for different Finesse issues Forces the logout request; for example, when Agent A attempts to login to Cisco Agent Desktop and Agent B is already logged in under that agent ID, Agent A is asked whether or not to force the login. We have a HA UCCX cluster which we just upgraded from 10. The system issues this reason code if the agent’s phone crashes and that agent is placed in the unavailable state. The request specifies the fromAddress (supervisor's extension), the toAddress (agent's extension), and the associatedDialog (the URI of the silent Contact—Update - Provide customer service agents a way to integrate with their contact center interfaces. any one can tell me how to resolve the Issue . If the administration database is configured to use only NTLMv2, Finesse cannot connect to the administration database. Please find same code logic below. 1. Client Requests. When they are not answering call, Finesse agent, will be forced to "not ready " state. With UCCX 10. 6 to 11. When they go to answer a call they immediately get put into phone failure mode on Jabber. HTTPS Requests; Real-Time Events; Hi. Finesse waits 60 seconds, and then sends a forced logout request to the CTI server. Contacts that contain errors are not inserted. And this is the reason he agent is placed by UCCE into Not Ready 50002 (Connection Failure) mode. Hi, I have installed finesse 12. Once you recover the connections, perform more actions to recover nonvoice media state and nonvoice dialogs. 400: Invalid Input Morning All Wonder if any of your fine folks could help me out with a UCCX 11. 5 Snapshot View in Voice CSQ Summary Report Missing the Hi - Check if you are using extension mobility or physical phone, that should be added into the application user(AXL user) - Shouldn't be a shared number. With Finesse IP Phone Agent (IPPA), you can access Finesse features on your Cisco IP Phone as an alternative to accessing Finesse through your Hello, We recently updated another building (a little over a week ago). We've looked at logs and not finding any OOS messages. Cisco Finesse Release 12. How to make Finesse agent alway Task Routing applications that use the Finesse APIs must be able to handle failure scenarios involving Finesse and CCE services. The documentation set for this product strives to use bias-free language. 400: Bad Request 400: Finesse API Error Sign Out of Finesse on the IP Phone; Recover Finesse IP Phone Agent Service After Failure; Set Finesse Service and Credentials Using the Self Care Portal; Finesse IPPA Behavior; Finesse IP Phone Agent. Sometimes, an agent (each time a different one) is logged out suddenly and he get the reason code: 50003. Any phone books that you assign or unassign overwrite the current phone book list. Hi We have built phone app using Finesse Rest API. How to Use CTI Test. So your ready State time is reset when your go back to ready. 3. Go to Admin Tools - ODBC Data Sources (32-bit) and add a new Data Source. Finesse IP Phone Agent; Sign In to Finesse on the IP Phone; Change State on the IP Phone; Apply Wrap Up Reason on the IP Phone; Sign Out of Finesse on the IP Phone; Recover Finesse IP Phone Agent Service After Failure; Set Finesse Service and Credentials Using the Self Care Portal; Finesse IPPA Behavior If the end user's device is a SIP phone add to the end user these two required roles: “Standard CTI Allow Control of Phones supporting Connect xfer and conf” and the “Standard CTI Allow Control of Phones supporting Rollover mode” I'm managing around 1200 users from home with different ISP and Finesse/Phone acces. Is the best place to 1) Network connectivity issues with the PC itself on which Finesse Desktop had been launched. If problem persists, restart the Cisco Unified Contact Center Express (CCX) Cisco Finesse supports the wrap-up functionality for all types of inbound and outbound calls. HTTPS Requests; Real-Time Events; API Parameter Types; Cisco Finesse API Errors; Lab Development Environment Validation with Cisco FinesseWeb Services APIs Hey Deepak, This was a great write up that I followed completely and got it working almost 100%. Regards . For this case, we are using Cisco UCCX 11. Receives red bar across Finesse with a message that says "Error" and does not transfer. 5(1) That's the way how to reproduce errors: 1. I see He told me that you see that issue alot with users who are using EM. I have a problem with one agent in UCCX. This API allows a user to get a list of phone books and the first list of associated contacts for that user, based on the defined range (1 to 6000). In the past 3 weeks our team has been noticing increased instances of failure. Finesse loses connection to the CTI server. From the manual, it says that this means the following: The system issues this reason code when the agent’s phone comes up after it has been through a Phone Down state. 6 / Finesse / CUCM 11. 5(1) onward, this API is deprecated. We have QoS in place on our WAN however, have many if not most of the staff working from home. we have never pass reasonCode for Signout. The CSV file can contain up to 6000 contacts. Discover and save your favorite ideas. The old phone started giving login issues saying it could not contact the login service. 14 MB) View with Adobe Reader on a variety of devices User—Get Reason Code - Provide customer service agents a way to integrate with their contact center interfaces. PDF - Complete Book (2. JerryTech1, Thank you so much for the nice info. I have done the entire process using GUI and CLI but there's probably something that I am doing wrong. Components Used utils live-data cors allowed_origin add https://<finesse-FQDN> utils live-data cors allowed_origin add https://<finesse-FQDN>:8445 Restart the following services: * utils service restart Intelligence Center Reporting Service * utils service restart CCE Live Data NGINX Service * utils service restart Cisco Finesse Tomcat (on Finesse server) Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, email, phone number etc. Hi, A few things that you can check / try: 1- If the agent is using EM, associate device profile with Rmcm user 2- Reduce the max number of calls to 2 and busy trigger to 1 for affected agent DN's Problem: When logging an agent into Finesse, you receive the following message in the "Signing In" step of Finesse login: "Sign In Error: The device associated with that extension or dial number is invalid. Bias-Free Language. Edit: Going to simplify this, I am wanting to create a new user that can login to Jabber on the PC and pick up calls in our Finesse group without a need for a desk phone, can someone help with this? I have created a new user, they are able to log into jabber and make calls on there, but when tryin They are experience forced logouts from Finesse on READY STATE or TALKING STATE, and on collected logs we have detected REASON CODE 255 ( connection failure between the Cisco Finesse Desktop and the Cisco Finesse Server. They receive the following "Error: Cannot Sign Out of Finesse on the IP Phone; Recover Finesse IP Phone Agent Service After Failure; Set Finesse Service and Credentials Using the Self Care Portal; Finesse IPPA Behavior; Finesse IP Phone Agent. The agents are telling me that they are not having any issues with their phones going down. New here? Get started with these tips. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Full analysis if the problem The root cause behind this problem is the delay in sync between CUCM and CCX. Applications do not need to be upgraded at the same time and upgrades are automatically reflected on the Cisco Finesse desktop. Refresh the page. HTTPS Requests; Real-Time Events; API Parameter Types; Cisco Finesse API Errors; Lab Development Environment Validation with Cisco FinesseWeb Services APIs What's New in Cisco Finesse 12. 5(1) Chapter Title. Cisco Finesse is customizable, which simplifies the development and integration of value-added applications and minimize the need for detailed desktop development expertise. 33 MB) PDF - This Chapter (1. HTTPS Requests; Real-Time Events; API Parameter Types; Cisco Finesse API Errors; Lab Development Environment Validation with Cisco FinesseWeb Services APIs Bias-Free Language. The 'finesse' user presence becomes UNAVAILABLE (if desktop is still connected to the Cisco Finesse Notification Service). Thank you-Binh Step 1. Finesse went out of service, which redirected the agent to the secondary Finesse server (client-side failover). When you try to use the Silent Monitoring feature, Finesse Supervisor gets an error; "Unable to Silent Monitor at this time (CTIError=Generic Error)". The information in this document is based on Cisco ICM version 4. Solution. What we have been encountering for the past year is that Cisco Finesse will disconnect or give a connection failure to our agents intermittently during their shift. Cisco made some questions/recomendations: Questions to ask the agents for your own troubleshooting in the future are: Finesse IP Phone Agent Login During Maintenance Mode.