CX Configuation Guide

Agent Desk

Unified Admin → Agent Desk

Routing Engine

Unified Admin → Routing → General

Bot Framework

Unified Admin → Bot Settings → General

Customer Widget

Unified Admin → Channel Manager → Web Widget → Widget Settings

File Engine

Unified Admin → General → File Engine

Message Formatting

Toggle

Off

Allow rich text in agent replies.

Text Refine

Toggle

Off

Show AI text-refine actions while the agent types.

Spell Check

Toggle

On

Underline spelling mistakes and show suggestions.

Emojis

Toggle

Off

Show the emoji picker.

File Sharing

Toggle

Off

Allow agents to attach files.

Knowledge Base Search

Toggle

Off

Show knowledge-base search on Agent Desk.

Knowledge Base URL

Text

empty

Knowledge-base endpoint. Shown when search is on.

Voicemail

Toggle

On

Show the voicemail inbox. Conversation voicemail still displays when this is off.

Calling Compliance

Toggle

Off

Check DNC, opt-out, holidays, and calling window before an outbound CX Voice call.

Cisco

Toggle

Off

Use Cisco Finesse for voice. Cannot be on with CX Voice.

CX Voice

Toggle

On

Use CX Voice. Cannot be on with Cisco.

WebRTC Video

Toggle

Off

Shown when Cisco or CX Voice is on. When the agent goes Ready, request camera permission. Off = microphone only.

SSO Backend URL

Text

https://192.168.1.104:1123/

Token URL for standalone SSO. Shown only when Finesse Gadget Mode is off.

Finesse Gadget Mode

Toggle

On

On = embedded in Finesse. Off = standalone SSO.

Secure Link

Toggle

Off

Enable secure video link and send call/agent state to Secure Link.

Primary BOSH URL

Text

Finesse http-bind URL

Primary Finesse event connection.

Secondary BOSH URL

Text

Finesse http-bind URL

Secondary Finesse event connection (HA).

Customer Number Call Variable

Text

callVariable1

Finesse call variable that holds the customer number.

Primary Finesse Host

Text

Finesse hostname

Primary Finesse hostname.

Secondary Finesse Host

Text

Finesse hostname

Secondary Finesse hostname (HA).

Finesse Admin Username

Password

Encrypted

Encrypted Finesse administrator username.

Finesse Admin Password

Password

Encrypted

Encrypted Finesse administrator password.

Finesse Deployment Type

UCCX / UCCE

UCCX

Call-type handling and failover.

Cisco Voice MRD

Text (read-only)

MRD id

Media Routing Domain for Cisco voice.

Finesse Agent URL

Text

Finesse agent URL

URL used to log the agent into Finesse.

Finesse High Availability

Toggle

Off

Retry login on the secondary host if primary fails.

Secondary Finesse URL

Text

Secondary Finesse URL

Secondary Finesse URL for HA.

Cisco Service Identifier

Text

0000

Default service identifier on Cisco voice calls.

WebRTC Service Identifier

Text

00000

Service identifier on Cisco WebRTC calls.

Campaign Auto-Answer Timer

Number

2

Seconds before auto-accepting Progressive/Predictive campaign calls. Preview is not auto-answered.

Silent Monitor DN

Text (read-only)

*44

DN prefix to start silent monitor.

External Dial DN

Text (read-only)

99887765

DN prefix for external consult/transfer.

CX Voice MRD

Text (read-only)

MRD id

Media Routing Domain for CX Voice.

SIP Extension Password

Password

Encrypted

Encrypted static SIP password for media-server extensions.

SIP Console Logs

Toggle

Off

Detailed SIP logs for troubleshooting.

Queue Transfer DN

Text (read-only)

99887766

DN used to transfer a CX Voice call to a queue.

Voice Events for CRM

Toggle

Off

Shown when Cisco or CX Voice is on. Send CX Voice call events to a parent CRM window.

CRM Events

Toggle

Off

Send login, task state, wrap-up, whisper, and related events to the CRM.

Auto Answer

Toggle

Off

Auto-accept incoming chats and CX Voice alerting calls. Does not auto-answer Cisco calls.

Conversation Auto-Accept Delay (ms)

Number

5000

Wait before auto-accepting a chat or CX Voice conversation. Shown when Auto Answer is on. Not used for Cisco calls.

Wrap-Up

Toggle

Off

Put the agent into wrap-up when a conversation ends.

Wrap-Up Time

Number (15–1800 s)

60

Wrap-up duration in seconds. Shown when Wrap-Up is on.

Conversation Participants

Toggle

Off

Show conversation participants on Agent Desk.

Show Active Channels

Toggle

Off

Show the agent’s active channel sessions.

Hold Conversation

List

1 / 3 / 5 / 7 / 10 minutes

Pause durations offered to the agent.

Inactivity Timer

Toggle

Off

Log the agent out after inactivity.

Inactivity Timeout

Number (seconds)

100

Shown when Inactivity Timer is on.

Outbound SMS

Toggle

Off

Allow outbound SMS from Agent Desk.

Send and Close (SMS)

Toggle

Off

Send the SMS and close the conversation.

Prefix Code

Text

+1

Default country prefix for outbound SMS.

Dashboard Refresh Time (ms)

Number

10000

How often supervisor dashboards refresh.

Queue Priority

Toggle

Off

Prefer higher-priority queues when several queues have waiting customers.

MRD Auto Sync

Toggle

Off

Keep agent channel-category states in sync when routing data changes.

Agent Search Max Results

Number

50000

Upper limit of agents considered in one search. Minimum 1.

Bot Intent Count

Number

1

How many Rasa intents to send when an agent is already in the conversation. 1 = top match only.

Rasa Token

Text

empty / site default

Token on the Rasa parse URL. Leave empty if Rasa does not require one.

Event Buffering

Toggle

On

Hold CIM events until the bot joins, then replay them. Voice channels stay excluded.

Send Events to Bot

Toggle

Off

Forward non-message events (join, leave, wrap-up) to the bot. Customer messages always go through.

Channel Identifier

Text

phone

Which pre-chat field is used as the customer ID.

End View Timeout (seconds)

Number

60

How long the chat-ended view stays open before returning to the launcher. Minimum 1.

Enable Logo

Toggle

Off

Use a custom tenant logo instead of the default Expertflow icon.

Username Enabled

Toggle

On

Show username in the transcript instead of first/last name.

Mute Notifications

Toggle

Off

Hide the mute control and skip the notification sound.

Video

Toggle

Off

Allow camera/video WebRTC inside the widget.

Direct WebRTC Call

Toggle

On

Show a direct WebRTC call button. If Video is off, the button is audio-only.

Transcript Notifications

Toggle

On

Offer download / notification for the transcript after chat ends.

Auto Resume On New Tab

Toggle

On

Resume the same conversation when the customer opens another tab.

Virus Scan

Toggle

Off

Scan uploads with ClamAV before they are stored.

Block Unknown Files

Toggle

Off

Reject uploads whose content cannot be identified. Used only when Bypass Strict Type Check is off.

Bypass Strict Type Check

Toggle

On

Skip matching file content to the file extension. Turn off to enforce type checks.

isSpellCheckEnabled

Spell Check

messagingComposition.isSpellCheckEnabled

isVoicemailEnabled

Voicemail

voiceTelephony.isVoicemailEnabled

isCallingComplianceEnabled

Calling Compliance

voiceTelephony.isCallingComplianceEnabled

isCiscoEnabled

Cisco

voiceTelephony.isCiscoEnabled

isCxVoiceEnabled

CX Voice

voiceTelephony.isCxVoiceEnabled

IS_WEBRTC_VIDEO_ENABLED

WebRTC Video

voiceTelephony.isWebRtcVideoEnabled

ssoBackendUrl

SSO Backend URL

voiceTelephony.ciscoSettings.ssoBackendUrl

isGadget

Finesse Gadget Mode

voiceTelephony.ciscoSettings.isGadget

isSecureLinkEnabled

Secure Link

voiceTelephony.ciscoSettings.isSecureLinkEnabled

boshUrl

Primary BOSH URL

voiceTelephony.ciscoSettings.boshUrl

subBoshUrl

Secondary BOSH URL

voiceTelephony.ciscoSettings.subBoshUrl

callVariable

Customer Number Call Variable

voiceTelephony.ciscoSettings.callVariable

domain

Primary Finesse Host

voiceTelephony.ciscoSettings.domain

subDomain

Secondary Finesse Host

voiceTelephony.ciscoSettings.subDomain

ctiParam

Finesse Admin Username

voiceTelephony.ciscoSettings.ctiParam

ctiParam2

Finesse Admin Password

voiceTelephony.ciscoSettings.ctiParam2

finesseFlavor

Finesse Deployment Type

voiceTelephony.ciscoSettings.finesseFlavor

CISCO_CC_MRD

Cisco Voice MRD

voiceTelephony.ciscoSettings.ciscoCcMrd

finesseURLForAgent

Finesse Agent URL

voiceTelephony.ciscoSettings.finesseURLForAgent

IS_FINESSE_HA_ENABLED

Finesse High Availability

voiceTelephony.ciscoSettings.isFinesseHaEnabled

SECONDARY_FINESSE_URL

Secondary Finesse URL

voiceTelephony.ciscoSettings.secondaryFinesseUrl

CISCO_SERVICE_IDENTIFIER

Cisco Service Identifier

voiceTelephony.ciscoSettings.ciscoServiceIdentifier

WEBRTC_SERVICE_IDENTIFIER

WebRTC Service Identifier

voiceTelephony.webRtcServiceIdentifier, voiceTelephony.ciscoSettings.webRtcServiceIdentifier

AUTO_CALL_ANSWER_TIMER

Campaign Auto-Answer Timer

voiceTelephony.cxVoiceSettings.autoCallAnswerTimer

SIP_MONITORING_DN

Silent Monitor DN

voiceTelephony.cxVoiceSettings.sipMonitoringDn

SIP_EXTERNAL_DN

External Dial DN

voiceTelephony.cxVoiceSettings.sipExternalDn

CX_VOICE_MRD

CX Voice MRD

voiceTelephony.cxVoiceSettings.cxVoiceMrd

EXT_STATIC

SIP Extension Password

voiceTelephony.cxVoiceSettings.extStatic

ENABLE_SIP_LOGS

SIP Console Logs

voiceTelephony.cxVoiceSettings.enableSipLogs

STATIC_QUEUE_TRANSFER_DN

Queue Transfer DN

voiceTelephony.cxVoiceSettings.staticQueueTransferDn

Enable_Voice_Events_For_CRM

Voice Events for CRM

crmIntegration.enableVoiceEventsForCrm

isCrmEventsEnabled

CRM Events

crmIntegration.isCrmEventsEnabled

AUTO_ANSWER_DELAY

Conversation Auto-Accept Delay (ms)

conversationHandling.autoAnswerDelay

IS_WRAP_UP_ENABLED

Wrap-Up

conversationHandling.isWrapUpEnabled

efCommonVars_IS_WRAP_UP_ENABLED

Wrap-Up

conversationHandling.isWrapUpEnabled

WRAPUP_TIME

Wrap-Up Time

conversationHandling.wrapUpTime

efCommonVars_WRAPUP_TIME

Wrap-Up Time

conversationHandling.wrapUpTime

DASHBOARD_REFRESH_TIME

Dashboard Refresh Time (ms)

workspacePreferences.dashboardRefreshTime

IS_QUEUE_PRIORITY_ENABLED

Queue Priority

queuePriorityEnabled

IS_MRD_AUTO_SYNC_ENABLED

MRD Auto Sync

mrdAutoSyncEnabled

AGENT_SEIZE_TTL

Agent Seize TTL

agentSeizeTtl

AGENT_SEARCH_MAX_RESULTS

Agent Search Max Results

agentSearchMaxResults

BOT_INTENT_COUNT

Bot Intent Count

botIntentCount

RASA_TOKEN

Rasa Token

rasaToken

BUFFERING_ENABLED

Event Buffering

bufferingEnabled

SEND_EVENTS_TO_BOT

Send Events to Bot

sendEventsToBot

CHANNEL_IDENTIFIER

Channel Identifier

channelIdentifier

WIDGET_END_VIEW_TIMEOUT_SECONDS

End View Timeout (seconds)

widgetEndViewTimeoutSeconds

ENABLE_LOGO

Enable Logo

enableLogo

USERNAME_ENABLED

Username Enabled

usernameEnabled

MUTE_NOTIFICATIONS

Mute Notifications

muteNotifications

VIDEO

Video

video

IS_DIRECT_WEBRTC_CALL_ENABLED

Direct WebRTC Call

directWebrtcCallEnabled

ENABLE_TRANSCRIPT_NOTIFICATIONS

Transcript Notifications

enableTranscriptNotifications

AUTO_RESUME_ON_NEW_TAB

Auto Resume On New Tab

autoResumeOnNewTab

IS_SCAN_ENABLED

Virus Scan

isScanEnabled

BLOCK_UNKNOWN_FILES

Block Unknown Files

blockUnknownFiles

BYPASS_STRICT_TYPE_CHECK

Bypass Strict Type Check

bypassStrictTypeCheck