Cisco Finesse integration with Chat Solution

When integrated with Cisco UCCE or UCCX, Hybrid Chat calls Cisco Finesse APIs for agent login and agent state management. 

Integration Prerequisites

Following are the prerequisites for Finesse integration:

Server Requirements
  • Cisco Finesse REST API
  • Cisco XMPP Server
System Access Requirements
  • Cisco Finesse admin credentials -
    • to synchronize Cisco Finesse agents with UMM
    • to deploy Hybrid Chat agent-gadget in Cisco Finesse

Cisco UCCE / UCCX Compatibility

From Cisco Finesse 10.5 to 12.0, all of the Cisco Finesse versions should work. However, a complete test cycle was run with the following Cisco Finesse versions.

Contact center version Cisco Finesse versionCompatibilityAdditional Notes
UCCE 10.510.5(tick)Tested and verified for compatibility
UCCE 11.0

QA cycle was not performed, but it's expected to work.
UCCE 11.5

QA cycle was not performed, but it's expected to work.
UCCE 11.611.6(tick)QA cycle was not performed, but it's expected to work.
UCCE 12.0

QA cycle was not performed, but it's expected to work.
UCCX 10.510.5
MRE_Agent role is not automatically assigned when synching agents with UMM. For the system to work, the role should manually be assigned in UMM. 
UCCX 11.011.0
MRE_Agent role is not automatically assigned when synching agents with UMM. For the system to work, the role should manually be assigned in UMM. 
UCCX 11.511.5
MRE_Agent role is not automatically assigned when synching agents with UMM. For the system to work, the role should manually be assigned in UMM. 
UCCX 11.611.6
MRE_Agent role is not automatically assigned when synching agents with UMM. For the system to work, the role should manually be assigned in UMM. 
UCCX 12.012.0
MRE_Agent role is not automatically assigned when synching agents with UMM. For the system to work, the role should manually be assigned in UMM. 

Integration Architecture

Following diagram illustrates how Chat Solution integrates with Finesse:




Communication Server

Communication Server is the Hybrid Chat component that serves a bridge between 3rd party agent-management solutions such as Cisco Finesse and the Hybrid Chat solution. It performs all agent state change requests and monitors agent state changes on Cisco Finesse.

UMMUser Management Module is the centralized user authentication and role-based security component. All the application users are created in it. Third-party application users such as Cisco Finesse agents are synchronized with UMM that Hybrid Chat Media Routing Engine (MRE) uses for task routing. 

Media Blending

Chat Solution provides media blending which enables the agent to work on one type of task(s) at a single time, either non-voice tasks (up to 5 concurrent chats) or agent may take a Contact center voice call. The following table explains the scenarios:

ScenarioFinesse StateNon-Voice (Chat) StateDescription
The agent is ready for both voice and chats MRDsREADYREADYThe agent is currently handling no active task from any MRD (voice or chat)
Voice call arrivesRESERVED / TALKING / WRAP-UPINTERRUPTEDNo chat will be routed to that agent in the INTERRUPTED state, agent chat state will be restored when voice call ends
Voice call endsREADYREADYAgent's chat state is set to the previous state
Chat request arrivesNOT READY with pre-configured reasonACTIVE / BUSY

The Agent can get up to max configured chat sessions in the ACTIVE state and the state will transition to BUSY when the agent is handling max allowed chat sessions. Max sessions and Not Ready reason can be configured in Communication Server during deployment

All chats endREADYREADYVoice state is restored for the agent when all chats end. Now the agent is available for voice calls and chats.


This table is for internal calls only,

Scenario

No Active Chats

>=1 Active Chats

Transfer call arrived

INTERRUPTED

NOT INTERRUPTED

Conference call arrived

INTERRUPTED

NOT INTERRUPTED

Consult call arrived 

INTERRUPTED

NOT INTERRUPTED

Direct call to extension

INTERRUPTED

NOT INTERRUPTED


Media Blending Impact on Cisco Databases

Agent State for voice is transitioned to NOT_READY with pre-configured reason code when the agent is handling no chat and a new chat request comes in. This reason code should be distinctive e.g. NOT_READY - Handling Chat, so it can be handled in CUIC Reporting. Agent state transition to NOT_READY - Handling Chat will be frequent depending upon the traffic volume.

Sequence Diagrams

The following the sequence diagrams illustrate communication between Communication Server and Cisco Finesse components assuming requests are landed on Communication Server via Chat Solution.

Sequence flow of Agent Login


New chat request arrives

Following diagram shows agent voice state change with reason code when a new chat arrives in case of Media Blending.

Port Utilization

Between Cisco Finesse and Hybrid Chat

SourceDestinationProtocolSource PortDestination PortDescription
Communication ServerCisco FinesseREST via HTTPSanyFinesse REST API (8445)

Communication Server sends agents state change requests to Cisco Finesse. It bypasses SSL certificate verification.

User Management Module (UMM)Cisco FinesseREST via HTTPSanyFinesse REST API (8445)

To synchronize the Cisco Finesse agent with UMM. UMM requires Finesse admin credentials to perform this action

Cisco XMPP ServerCommunication ServerXMPP
5222 (un-secure)Communication Server subscribes to Finesse XMPP service for all agent state change events. This communication is un-secure and agents Finesse credentials are used to subscribe to XMPP events.

Finesse Failover support

Communication Server polls Finesse Status API for liveness (both Finesse publisher and subscriber nodes in the cluster).

WhenThen
publisher Finesse is inaccessible,Communication Server switches to subscriber Finesse node for normal operations and continues polling publisher node until it is accessible.
publisher Finesse restoresCommunication Server switches to publisher node and continues normal operations.
both publisher and subscriber Finesse nodes are downCommunication Server halts login and media blending operations until any node is up again.


Agent Gadget Deployment

To deploy Agent Gadget as a Finesse Gadget, refer to Finesse Gadget Deployment document. Finesse admin access is required to perform this task.


(lightbulb) Time Synchronization

Communication between Chat Solution, client applications, Cisco Finesse, and external reporting carry timestamps. If the system dates and time are not synchronized the system can produce unpredictable results. Therefore, please make every effort to adhere to the following time synchronization guidelines:

Chat Solution, client applications, Cisco Finesse, and external reporting database should have their Time Zone and time configured properly according to the geographic region and synchronized. To configure the time zone, please see the instructions from the hardware or software manufacturer of the NTP server. Client applications should be synchronized to the second. This synchronization should be maintained continuously and validated on a regular basis. For security reasons, Network Time Protocol (NTP) V 4.1+ is recommended.