Environment Configurations for Cisco

To integrate CX with Cisco UCCX/UCCE, you need to update in the values.yaml of the Agent desk helm chart file as mentioned below.

1. Update the following CTI config variables added in the unified-agent configurations

   JS

   # To enable Cisco contact center integration, isCiscoEnabled should be true.
   isCiscoEnabled":"true"
   
   # Specify Cisco Finesse domain name
   domain: "<finesse domain>"
   
   # Specify Cisco secondary Finesse domain name. Leave blank if there is no secondary.
   subDomain" : "<secondary finesse domain>"
   
   # Specify Cisco Finesse BOSH URL
   boshUrl: "<finesse bosh api URL>"
   
   # Specify Cisco secondary Finesse BOSH URL. Leave blank if there is no secondary.
   "subBoshUrl" : "<secondary finesse bosh api URL>"
   
   # If Cisco finesse is SSO enabled. Specify SSO backend URL
   "ssoBackendUrl": "<SSO backend URL>"
   
   # Specify the Cisco UCC flavor. This could be any of the following values: 
   # UCCE - for all UCCE and PCCE deployments
   # UCCX - for all UCCX deployments 
   finesseFlavor: "[UCCE|UCCX]"
   
   # Specify RONA timeout as defined in Cisco configurations
   ronaStateOnCisco:"<call timeout reason configured on finesse>",
   
   # To enable Cisco contact center integration if finesse is running in HA, IS_FINESSE_HA_ENABLED should be true.
   IS_FINESSE_HA_ENABLED:true/false
   
   # Specify Cisco Finesse FQDN or Cisco Finesse IP address
   finesseURLForAgent: https://[Cisco-Finesse-FQDN/IP]
   
   # Specify secondary Cisco Finesse FQDN or Cisco Finesse IP address in case if finesse is running in HA
   SECONDARY_FINESSE_URL:https://[Secodary-Finesse-FQDN/IP]
   
   # Specify the static identifier to be used as channel identifier
   CISCO_SERVICE_IDENTIFIER: "<static identifier(number) to be used as a channel identifier on CX for CISCO_CC type channel>"

2. Share the cf-admin credentials with the Expertflow support team. With the encryption utility, they will encrypt the credentials and update the following configurations.

   JS

   "ctiParam": "<Encrypted cf admin username>"
   "ctiParam2": "<Encrypted cf admin password>"

3. After updating the configurations, run the following command.

   YAML

   helm upgrade --install --namespace expertflow   --set global.efCxReleaseName="ef-cx"  cx-agent-desk  --debug --values helm-values/cx-agent-desk-custom-values.yaml expertflow/agent-desk  

If the agent-manager is unable to make a connection with Finesse, you need to add the following in the values.yaml of the Core helm chart under agent-manager

CODE

hostAliases:
  - ip: "192.168.1.33"
    hostnames:
      - "uccx12-5p.ucce.ipcc"