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Cisco Finesse Installation and Getting Started Guide Release 9.0(1)First Published: June 28, 2012

Americas HeadquartersCisco Systems, Inc.

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San Jose, CA 95134-1706

USA

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INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND,

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THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH

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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

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Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: http://

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 partnershiprelationship between Cisco and any other company. (1110R)

Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown

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2012 Cisco Systems, Inc. All rights reserved.
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C O N T E N T S

P r e f a c e Preface v

Conventions vi

Documentation and service requests vii

Documentation feedback vii

C H A P T E R 1 Before you install 1

About Cisco Finesse installation 1

Prerequisites and recommendations 1

Configuration worksheet 2

C H A P T E R 2 Installation 5

Installation files 5

Install Cisco Finesse on primary node 5

Install Cisco Finesse on secondary node 9

C H A P T E R 3 Upgrade 13

Perform upgrade 13

Perform rollback 15

C H A P T E R 4 Getting started after installation 17

Disable Cisco Security Agent 17

Configure CTI Server and Administration & Data Server settings 18

Restart Cisco Tomcat 19

Ensure agents have passwords 19

Agents sign in to Desktop 20

Configure DNS on clients 20

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C H A P T E R 5 Frequently asked questions 23

Can I install Cisco Finesse on something other than a virtual machine? 23

How do I access log files? 23How do I access the CLI? 23

Commands supported for Cisco Finesse 24

Log collection 24

Cisco Security Agent 25

Finesse services 25

Upgrade 26

Remote account management 26

Replication status 26

How do I uninstall? 27

How do I upgrade? 28

Ports used for Cisco Finesse 28

What accounts and passwords are defined during installation? 29

What if the installation fails? 29

What Unified CCE Peripheral Gateway Type is supported for Finesse? 30

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Contents


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Preface

This guide explains how to install Cisco Finesse Release 9.0(1), and how to perform initial tasks so that

agents can sign in to the Finesse desktop.

This guide is prepared for system engineers and administrators who are responsible for the installation

ofand initial access toCisco Finesse.

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 Release 9.0(1), you can locate the document and check

the cover date on Cisco.com at this URL: http://www.cisco.com/web/psa/products/index.html.

Note

ClickVoice and Unified Communications, then clickCustomer Collaboration, then clickCisco Unified

Contact Center Products, and then clickCisco Finesse.

In addition to this preface, this guide is arranged as follows:

CoversThis Chapter

An overview of Cisco Finesse

A configuration worksheet for gathering information needed for the

installation

Before you install

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

Installation

Performing an upgrade

Performing a rollback

Upgrade

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CoversThis Chapter

Disabling Cisco Security Agent

Configuring system and database settings in the Administration Console

Restarting Cisco TomcatVerifying that agents have passwords in Cisco Unified Contact Center

Enterprise Configuration Manager

Signing in to the Finesse Agent Desktop

Getting started after installation

Tips and frequently asked questionsFrequently asked questions

Cisco Finesse User Guides are available on Cisco.com and include this installation guide, Release

Notes for Cisco Finesse Release 9.0(1), and the User Guide for the Cisco Finesse Administration and

Serviceability Consoles.

Direct your browser to http://www.cisco.com/web/psa/products/index.html .

ClickVoice and Unified Communications, then clickCustomer Collaboration, then click

Cisco Unified Contact Center Products, and then clickCisco Finesse.

Finesse Troubleshooting tips are at this location: http://docwiki.cisco.com/wiki/Troubleshooting_

Cisco_Finesse.

Conventions, page vi

Documentation and service requests, page vii

Documentation feedback, page vii

ConventionsThis manual uses the following conventions:

DescriptionConvention

Boldface font is used to indicate commands, such as user entries, keys,

buttons, and folder and submenu names. For example:

Choose Edit > Find.

ClickFinish.

boldface font

Cisco Finesse Installation and Getting Started Guide Release 9.0(1)vi

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Conventions
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DescriptionConvention

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 notuse 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.

italic font

Window font, such as Courier, is used for the following:

Text as it appears in code or that the window displays. Example:

Cisco Systems,Inc.

window font

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 requestsFor information on obtaining documentation, submitting a service request, and gathering additional informationsee 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 feedbackYou can provide comments about this document by sending email to the following address:

mailto:[email protected]

We appreciate your comments.

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Preface

Documentation and service requests
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.htmlmailto:[email protected]:[email protected]://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html


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Documentation feedback


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C H A P T E R 1

Before you install

About Cisco Finesse installation, page 1

Prerequisites and recommendations, page 1

Configuration worksheet, page 2

About Cisco Finesse installationCisco 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 recommendationsBefore 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-virtualizedfor information about supported

virtual machines and VMware requirements.

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.

You must have a preconfigured default router.

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.

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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).

The installation takes about an hour. For most of that time, it can run unattended.

On the installation configuration screens, note that many valuessuch as hostnames, user IDs, and

passwordsare 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

Press This KeyTo Do This

TabMove to the next field

Alt-TabMove to the previous field

SpacebarSelect an option

Up or Down Arrow keysScroll up or down a list

Tab to Back and press the SpacebarGo to the previous screen

Tab to Help and press the SpacebarGet information about a screen

Configuration worksheetUse this configuration worksheet to record network and password information that the basic installation

configuration wizard requires. Store this worksheet information for future reference.

Table 2: Configuration Worksheet

Your EntryConfiguration Data

__________________________

Hostname

The hostname cannot be

local host. The

hostname must be the

hostname of the server as

registered in the DNS.

Note

__________________________IP Address and Mask

Cisco Finesse Installation and Getting Started Guide Release 9.0(1)2

Before you install

Configuration worksheet
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__________________________Gateway (GW) Address

__________________________Primary DNS IP Address

__________________________Secondary DNS IP Address

(optional)

_________________________Domain

Administrator User ID: ________________________

Administrator User Password: _____________________

Administrator User credentials

(for more information, see What

accounts and passwords are

defined during installation?, on

page 29)

__________________________Timezone

Organization:__________________________

Unit:__________________________

Location:__________________________

State:__________________________

Country:__________________________

Certificate Information

NTP Server 1: __________________________

NTP Server 2: __________________________

NTP Server Host Name or IP

Address

Security Password: __________________________Database Access Security

Password

Application User ID: ________________________

Application User Password: _____________________

Application User credentials (for

more information, see What

accounts and passwords are

defined during installation?, on

page 29)

__________________________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)


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__________________________Primary Administration & Data

Server Hostname or IP Address

__________________________Backup Administration & DataServer Hostname or IP Address

__________________________Administration& Data Server Port

__________________________AWDB Domain

__________________________AWDB Name

__________________________Username to access the AWDB

This user must be a

Domain user.

Note

__________________________Password to access the AWDB

__________________________

__________________________

Hostname or IP address of the

secondary Finesse server


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C H A P T E R 2

Installation

The installation for Cisco Finesse runs from an ISO image and uses an OVA template.

We strongly recommend that you install Finesse by configuring a DataStore ISO file on the virtual CD/DVD

drive of the target VM.

Note

Installation files, page 5

Install Cisco Finesse on primary node, page 5

Install Cisco Finesse on secondary node, page 9

Installation filesTo install Finesse, you must first obtain the following files:

Finesse_2000_agents_v9.0.1_vmv8.ova file

This file is the VM template file that you must deploy in your installation.

Finesse_2000_agents_v9.0.1_vmv8.ova.README.txtfile

This file contains the format that is supported by the OVA file, as well as the instructions for importing

it and for editing the virtual machine settings.

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 nodePerform the following steps to install Cisco Finesse on a primary node:

http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/CCBU_ordering_guide.pdfhttp://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/CCBU_ordering_guide.pdfhttp://www.cisco.com/cisco/software/type.html?mdfid=283613135&flowid=30701http://www.cisco.com/cisco/software/type.html?mdfid=283613135&flowid=30701http://www.cisco.com/cisco/software/type.html?mdfid=283613135&flowid=30701http://www.cisco.com/cisco/software/type.html?mdfid=283613135&flowid=30701http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/CCBU_ordering_guide.pdfhttp://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/CCBU_ordering_guide.pdf


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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.

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.

Note

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 hardwarecheck.

If the media check passes, select OKto 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. Thisscreen has only one choiceOK.

Select OKto 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 theversion 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 On the Platform Installation Wizard screen, select Proceed to open the Basic Install screen.

Step 6 Select Continue at the Basic Install screen to launch the installation 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.

b) Select OKto open the Auto Negotiation Configuration screen.

Step 8 On the Auto Negotiation Configuration screen, select whether you want to use automatic negotiation for thesettings of the Ethernet network interface card (NIC).

ThenIf

Select Yes to open the MTU Configuration

screen.

Proceed to Step 9.

The Ethernet NIC attached to your hub or Ethernet switch

supports automatic negotiation.


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ThenIf

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 or100.

Specify the duplex setting of the server NIC.

Options are Full orHalf.

Select OKto proceed to Step 9.

You want to disable autonegotiation and specify NIC

speed and duplex settings.

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, referringto 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 OKto 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 notbe 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 OKto 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.

b) Select OKto open the Certificate Information screen.

Step 14 On the Certificate Information screen:a) Enter data to create your Certificate Signing RequestOrganization, Unit, Location, State, and Country

b) Select OKto 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 NTPServer Pool name for at least one external NTP server.


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You can add up to five external NTP servers. We recommend that you use a minimum of

two.

Note

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 OKto 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

If you see the following virtual machine question, select Yes, and then clickOK:

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

notrespond to these prompts to press a key.

Application Pre Install progress bars

Configure and Setup Network progress bars


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If a Network Connectivity Failure screen appears during the Configure and Setup Network

process, clickReview, and then clickOKat the Errors screen. Follow the prompts to reenter

the information that caused the failure. The installation continues when the connection

information is complete.

Note

Security configuration

The installation ends at a login prompt.

The installation of Cisco Finesse has completed successfully.

Cisco Finesse login: _

What to Do Next

You must now 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 nodeThe 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.

We strongly recommend that you install Finesse by configuring a Datastore ISO file on the virtual CD/DVD

drive of the target VM.

Note

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 application 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 User Guide for the Cisco Finesse Administration and Serviceability Consoles.

Ensure that the DNS server has forward and reverse DNS set up for both the primary and secondary

node.

Finesse administration can only be performed on the primary Finesse server. After you install the secondaryserver, to perform configuration tasks (such as configuring reason codes or call variable layout), you must

sign in to the Administration Console on the primary server.

Note


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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 hardwarecheck.

If the media check passes, select OKto 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. Thisscreen has only one choiceOK.

Select OKto 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 On the Platform Installation Wizard screen, select Proceed to open the Basic Install screen.

Step 6 Select Continue on the Basic Install screen to launch the installation 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:

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 OKto open the Auto Negotiation Configuration screen.

Step 8 On the Auto Negotiation Configuration screen, select whether you want to use automatic negotiation for thesettings of the Ethernet network interface card (NIC).

ThenIf

Select Yes to open the MTU Configuration

screen.

Proceed to Step 9.

The Ethernet NIC attached to your hub or Ethernet switch

supports automatic negotiation.


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ThenIf

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 or100.

Specify the duplex setting of the server NIC.

Options are Full orHalf.

Select OKto proceed to Step 9.

You want to disable autonegotiation and specify NIC

speed and duplex settings

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, referringto 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 OKto 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 notbe 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 OKto 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.

b) Select OKto open the Certificate Information screen.

Step 14 On the Certificate Information screen:a) Enter data to create your Certificate Signing RequestOrganization, Unit, Location, State, and Country

b) Select OKto 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 indicating that you must first configure the server on the first node before you

can proceed. If you already configured the first node, select OK.


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Step 16 On the Network Connectivity Test Configuration screen, select No to proceed with the installation afterconnectivity 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 OKto 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.

After the installation is complete, check the replication status to ensure it is functioning correctly. For more

information, see Replication status.

It can take 10 to 20 minutes to fully establish replication between the two nodes.Note

Next, you must disable Cisco Security Agent. For more information, see Disable Cisco Security Agent.


Installation



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C H A P T E R 3

Upgrade

If you have Cisco Finesse Release 8.5(3) installed, you can upgrade to Cisco Finesse Release 9.0(1).

Cisco Finesse Release 9.0(1) supports Unified Contact Center Enterprise (Unified CCE) 9.0(1) only. If you

upgrade Finesse to Release 9.0(1), you must also upgrade Unified CCE to Release 9.0(1).

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.

Note

Perform upgrade, page 13

Perform rollback, page 15

Perform upgradeYou must perform these steps on the primary Finesse node first, and then on the secondary Finesse node.

Before You Begin

Perform a DRS backup. For more information, see the User Guide for the Cisco Finesse Administration

and Serviceability Consoles

(http://www.cisco.com/en/US/products/ps11324/products_user_guide_list.html).

You only need to perform DRS backup on the primary node.Note

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.

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.

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If you are currently running the default layout, the layout is automatically upgraded to

the new layout. If you decide you would rather use the layout from the previous version,

you can upload the copy to the Layout Settings gadget after the upgrade is complete.

Note

Procedure

Step 1 SSH to your Finesse system and log in with the platform administration account.

Step 2 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) Right-click the VM and choose Edit Settings.

b) Click the Hardware tab.

c) In the left pane, select CD/DVD Drive.

d) In the right pane, under Device Status, check the Connected and Connect at power on check boxes.

e) Under Device Type, select Datastore ISO File.

f) ClickBrowse and navigate to the Finesse ISO file.

g) ClickOK.

h) In the left pane, select Network Adaptor.

i) In the right pane, under Device Status, check the Connect at power on check box.

j) Under Network Connection, select Public (orPrivate for a private connection).

k) Click the Options tab.

l) In the left pane, select Boot Options.

m) 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) ClickOK.

Step 4 At the Automatically switch versions if the upgrade is successful prompt, type yes to upgrade and switchversion, or type no to upgrade only without switching version.

The upgrade is not active until a switch version is

performed.

Note

Step 5 If you are installing from the local CD/DVD drive, when the upgrade enters the BIOS screen, on the Boottab, move CD-ROM Drive to the top, save your settings, and exit.

Step 6 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.


Upgrade

Perform upgrade


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e) ClickOK.

Step 7 Disable Cisco Security Agent (CSA). For more information, see Disable Cisco Security Agent.

Step 8 Sign in to the Finesse Agent Desktop to verify that the upgrade was successful (http://IP address or hostnameof Finesse server).

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.

Note

Cisco Finesse Release 9.0(1) supports Unified CCE Release 9.0(1) only. If you upgrade Finesse to

Release 9.0(1), you must also upgrade Unified CCE to Release 9.0(1).

Note

What to Do Next

Upgrade the VMware on the primary and secondary Finesse nodes from version 7 to version 8. For more

information, see your VMware documentation.

Upgrade the VMware tools on both the primary and secondary Finesse nodes. For more information,

see your VMware documentation.

If you want to add the Queue Statistics gadget to the Finesse layout XML file, sign in to the AdministrationConsole on the primary Finesse node. On the Layout Settings gadget, add the following gadget tag to

the layout XML file where you want it to appear, and then click Submit:

http://localhost/desktop/gadgets/QueueStatistics.jsp

Restart Cisco Tomcat.

Perform rollbackIf 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) Enteryes to confirm.

The system attempts to switch back to the original version and reboots if the switch is successful.

Step 2 Perform a switch-version on the secondary node.

Step 3 Perform a DRS restore.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.

Note


Upgrade

Perform rollback


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Upgrade

Perform rollback


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C H A P T E R 4


You must complete the tasks in this chapter in the order in which they appear.Note

Disable Cisco Security Agent, page 17

Configure CTI Server and Administration & Data Server settings, page 18

Restart Cisco Tomcat, page 19

Ensure agents have passwords, page 19

Agents sign in to Desktop, page 20

Configure DNS on clients, page 20

Disable Cisco Security AgentYour 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 After the installation, you can access the CLI directly by signing in using the Administrator User credentialsdefined during the installation (for more information, see What accounts and passwords are defined during

installation? and How do I access the CLI?).

Step 2 Enter the following command: utils csa disable.

You see a message that the system needs to restart, and you are prompted to enter Yes.

Step 3 EnterYes to reboot.



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What to Do Next

Configure the CTI Server and Administration & Data Server settings.

Configure CTI Server and Administration & Data Server settingsYour 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 User Guide for the

Cisco Finesse Administration and Serviceability Consoles

(http://www.cisco.com/en/US/products/ps11324/products_user_guide_list.html).

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.

Note

Procedure

Step 1 Direct your browser to the URL http://IP address or hostname of primary Finesse server/cfadmin.

Step 2 Sign in, using the Application User credentials (for more information, see What accounts and passwords aredefined during installation?).

Step 3 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 on the title bar of the CG ctisvr process window.)c) Peripheral ID (This value is the ID of the CallManager PG.)

d) B Side Host/IP Address

e) B Side Port

Step 4 ClickSubmit.

Step 5 In the Contact Center Enterprise Administration & Data Server Settings area, configure the following settingsfor the Administration & Data Server and AWDB, referring to the Configuration worksheet if necessary:



Configure CTI Server and Administration & Data Server settings
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a) Primary Host/IP Address

b) Backup Host/IP Address (optional)

c) Database Port

d) AW Database Name (This value is the name of the AWDB, typically named _awdb.)

e) Domainf) Username

g) Password

Step 6 ClickSubmit.

Step 7 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.

Note

What to Do Next

Restart Cisco Tomcat.

Restart Cisco TomcatYour third task is to restart Cisco Tomcat.

Procedure

Step 1 Access the CLI and sign in using the Administrator User credentials defined during the installation (for moreinformation, see What accounts and passwords are defined during installation? and How do I access the CLI?)

Step 2 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 Tomcatchanges to STARTED, agents who have passwords can sign in to the desktop.

For more information about stopping and starting services, see Commands supported for Cisco Finesse.

Ensure agents have passwords

Agents who do not have a password defined in Unified CCE Configuration Manager cannot sign in to FinesseAgent 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:



Restart Cisco Tomcat


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Procedure

Step 1 Launch Unified CCE Configuration Manager.

Step 2 Locate the record for the agent (Agent Explorer > Agent tab).Step 3 Enter a password, and save the record.

Agents sign in to DesktopAfter 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 by entering the following

URL in their browser:

http://hostname or IP address

where hostname or IP address is the hostname or IP address of their Finesse server.

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 sign in to the Agent Desktop.

Note

Agents must enter their agent ID, password, and extension, and then click Sign In.

Figure 2: Desktop sign-in

Configure DNS on clients

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.

Note

Configuring DNS on client computers allows the clients to resolve the fully-qualified domain name (FQDN)

of the active Finesse server during a failover.



Agents sign in to Desktop


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Procedure

Step 1 Go to Control Panel > Network and Internet > Network Connections. (Open the Control Panel, enterNetwork Connections in the search bar, and then clickView network connections.)

On Windows XP clients, open Control Panel > Network Connections.

Step 2 Right-click the appropriate network connection and choose Properties.

Step 3 On the Networking tab, select Internet protocol version 4 (TCP/IPv4), and then clickProperties.On Windows XP clients, on the General tab, select Internet Protocol (TCP/IP), and then clickProperties

Step 4 ClickAdvanced.

Step 5 On the DNS tab, under DNS server addresses, in order of use, click Add.

Step 6 Enter the IP address of the DNS server that was entered during installation and click Add.

Step 7 If a secondary DNS was entered during installation, repeat Step 5 and Step 6 to add its IP address.





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C H A P T E R 5

Frequently asked questions

Can I install Cisco Finesse on something other than a virtual machine?, page 23

How do I access log files?, page 23

How do I access the CLI?, page 23

How do I uninstall?, page 27

How do I upgrade?, page 28

Ports used for Cisco Finesse, page 28

What accounts and passwords are defined during installation?, page 29

What if the installation fails?, page 29

What Unified CCE Peripheral Gateway Type is supported for Finesse?, page 30

Can I install Cisco Finesse on something other than a virtualmachine?

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?

The CLI provides a set of commands applicable to the operating system and to Cisco Finesse.



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These commands allow basic maintenance and failure recovery and also enable some system administration.

Although Finesse provides access to allCisco 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. These commands prompt the user

to specify a secure FTP server location to which the files will be downloaded.

Log collection

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: \\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 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.

finesseconfig: This directory contains the logs for the Finesse Config backend that serves the

Finesse Administration 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 gadget container that holds the Finesse

desktop gadgets. Any container-level errors with Finesse 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

will appear in these log files.





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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 agen

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

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.

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 various Finesse services.

Note that the desktop and servm logs are compressed to one set of files.

Compressed logs are stored to the following path on the SFTP server: \\active_nnn.tgz, where nnn is timestamp in long format.

Platform Tomcat logs: file get activelog tomcat/logs recurs compress

VOS install log: file get install install.log

Log collection may fail when using the compress flag if there are a lot of log files. If collection fails, run

the command again without the compress flag.

Note

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 prevent

some Finesse operations.

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





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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

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.

Note

Upgrade

Run the following command to install upgrades: utils system upgrade

This command allows you to install upgrades and Cisco Option Package (COP) files from both local and

remote directories.

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 forthe specified life of the account.

utils remote_account create account life

accountis 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





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This command returns the replication status on both the primary and secondary Finesse servers.

Check the RTMT counter value for replication. If all nodes in the cluster show a replication status of 2,

replication is functioning correctly.

Figure 3: 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 allfrom

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.

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 already installed, the new version overwrites it.



How do I uninstall?


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How do I upgrade?

Run the command utils system upgrade initiate. For more information, see Upgrade, on page 13.

Ports used for Cisco FinessePurposeRemote DeviceRemote

Protocol/PortServerProtocol/Port

Server orApplicationProtocol

Secure Port used by

Finesse Serviceability

Console

Secure Port used by

Finesse Administration

Console

for example, browserANYTCP 443, 8443Cisco Platform

Tomcat

Finesse Web Services

Finesse Administration

Console

Finesse Desktop

Modules (gadgets)

for example, browserANYTCP 80, 8080Cisco Platform

Tomcat

Finesse API and

Administration

Openfire

Foundation used to

make JDBC

connections with

Informix

SQL client (for example,

SQuirreL)

ANYTCP 1545Finesse database

(JDBC)

XMPP portANYTCP 5222Notification

Service XMPP

BOSH nonsecureANYTCP 7071Notification

Service BOSH

BOSH secureANYTCP 7443NotificationService BOSH

secure

SFTP and SSH accessANYTCP 22System Service

Network time syncANYUDP 123System Service



How do I upgrade?


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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

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.

What if the installation fails?

If the installation fails, a screen appears that asks if you want to copy diagnostic information to a device.

Figure 4: 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 accounts and passwords are defined during installation?
http://docwiki.cisco.com/wiki/How_to_Dump_Install_Logs_to_the_Serial_Port_of_the_Virtual_Machinehttp://docwiki.cisco.com/wiki/How_to_Dump_Install_Logs_to_the_Serial_Port_of_the_Virtual_Machinehttp://docwiki.cisco.com/wiki/How_to_Dump_Install_Logs_to_the_Serial_Port_of_the_Virtual_Machinehttp://docwiki.cisco.com/wiki/How_to_Dump_Install_Logs_to_the_Serial_Port_of_the_Virtual_Machine


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What Unified CCE Peripheral Gateway Type is supported forFinesse?

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.



What Unified CCE Peripheral Gateway Type is supported for Finesse?


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I N D E X

A

administrator user 2, 5, 9, 23, 29

and Command Line Interface 23

configuring at installation 29

agent passwords 19

application user 2, 5, 18, 29and Finesse Administration Console 18

configuring at installation 29

auto-negotiation 5

autonegotiation 9

B

basic install wizard 1, 2, 5, 9

administrator user credentials 5, 9

application user credentials 5

auto-negotiation settings 5

autonegotiation settings 9case sensitivity 1

certificate information 5,9

configuration worksheet 2

DNS settings 5, 9

MTU setting 5, 9

network connectivity test configuration 9

network settings 5, 9

NIC speed and duplex settings 5, 9

NTP Client configuration 5

security configuration 5

timezone check 5, 9

user interface 1

C

case sensitivity 1

certificate information 2,5, 9

Cisco Finesse 1, 27

operating system 1

uninstalling 27

Cisco Finesse User Guides v

Cisco Security Agent 17, 25

CLI 17, 23, 24, 25

access to log files 23

administration user 23

command to disable Cisco Security Agent 25

command to obtain log files 24

commands supported for Finesse 23commands to start, stop, restart services 25

disable CSA 17

D

database settings 18

DNS servers 5,9

configuring at installation 5, 9

domain 5, 9

F

failure 29

of installation 29

Finesse Administration Console 18

Finesse Serviceability 19

G

gateway 5, 9

H

hostname 5, 9

I

installation 1, 5, 9, 23, 27, 29

downloading files 5

Cisco Finesse Installation and Getting Started Guide Release 9.0(1) IN-1


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installation (continued)

failure 29

length of 1, 5, 9

on virtual machine 23

processes 5

reboot during 5secondary node 9

uninstall 27

user accounts 29

user interface 1

VM Template 1

IP address and mask 5, 9

L

log files 23, 24

M

MTU 5, 9

N

navigation 23

in Command Line Interface 23

network settings 5, 9

NTP server 2

O

OVA file 1, 5

P

passwords 5, 29

application user 5

passwords (continued)

configured at installation 29

security 5, 29

peripheral gateway 30

PG supported 30

ports 28primary node 1

S

security password 2, 5, 29

server settings 18

servers 5, 9

DNS 5, 9

hostname 5, 9

IP address and mask 5, 9

services 19,25

CLI commands for 25

sign in 18, 20, 23

Finesse Agent Desktop 20

to Command Line Interface 23

to Finesse Administration Console 18

T

timezone 5, 9

U

uninstall 27

user accounts 29

V

virtual machines 1, 23

VM Template 1, 5

Index

Documents

CFIN BK I24DE3B4 00 Installation-And-getting-started-guide 2