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Adding a Cisco Finesse Server

Updated: tech writers Edited:

To configure a Cisco Finesse Server for Cyara Virtual Agent, follow the steps below. If you are unsure of what these server details should be, contact your Vendor.

Note: For Cisco Finesse agent, the Primary Hostname/IP is the domain configured on Cisco Finesse. Enter the Primary Port number as 1. .

  1. From the Build menu on the Cyara sidebar, select Environments. The Environments screen will be displayed, which shows a list of existing Environments.

  2. Click the New Environment button located in the top right corner. The New Environment page will be displayed as below:

  3. Enter a Name for the Environment and select Cisco Finesse from the Type drop-down list.
  4. Set any Environment-Level Attributes to be used across all servers in this Environment. Attributes are stored as typed Key-Value pairs. To create Attributes, follow these steps:
    • Specify the Key (See the table below for supported Attributes).
    • Specify the Value for the Key.
    • Set the Attribute type from the drop-down menu. For example, String, Boolean, Float, and so on.
    • Click + to add the specified Attribute.
    • Repeat the above steps for any additional Attributes.
    Now that the Environment details have been configured, Servers can be added. Repeat the following steps for each Server to be added to the Environment.
  5. In the Environment Servers panel, click New Server. A pop-up window as shown below appears:

  6. Enter a Server Name. This is what the Cyara Platform will call this server (For example, Cisco Finesse Server 1)
  7. For Cisco Finesse select the Agent Voice from the channel drop-down list.
  8. Enter the Primary Hostname/IP, this is the domain configured on Cisco Finesse
    • Enter the Primary Port For Cisco Finesse the Primary Port number should be set as 1
  9. Set any Server specific attributes to be used on connection. These will be used in addition to the Environment-level attributes set above. Attributes are stored as typed Key-Value pairs (see the table below for supported Attributes). To create Attributes, follow these steps:
    • Specify the Key.
    • Specify the Value.
    • Select the Attribute type from the drop-down menu. For example, String, Boolean, Float, and so on.
    • Click + to add the specified Attribute.
    • Repeat the above steps for any additional Attributes.

    The Cyara Platform supports the following Attributes for Cisco Finesse:

    Vendor (Channel) Usage Key Type Comment
    All Optional EnableAgentRelogin Bool Default Value - 0 (False)

    Valid Values:

    • 1 - True
    • 0 - False
    When enabled, attempts to relogin agent if it logs out during Campaign run.
    All Optional EnableTls Bool The default value is 0

    Valid Values:

    • 1 - True
    • 0 - False
    Enables a TLS connection with Finesse SIP Server
    All Optional XmppPort Int32 The default value for secured connections is 5223 and 5222 for unsecured. Use this key if the Finesse Server uses a non-standard port allocation.
    All Optional XmppTlsMode String Default Value - directtls

    Sets which mode to encrypt traffic to the Finesse SIP server.

    can either set to "starttls" or "directtls"
    All Optional IgnoreCertificateErrors Bool The default value is 0

    Valid Values:

    • 1 - True
    • 0 - False
    Setting this to True will ignore and not log any errors with certificates while communicating with the Finesse Server.
  10. Click Add Server.
  11. Here is a sample of a Cisco Finesse environment:

  12. After you have entered all the details for the new Environment, click Save Details.
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