Agent Desk Integration with Cisco Finesse

Prerequisites

For Agent Desk integration with Cisco Finesse, the following are the prerequisites:

Access Credentials

Cisco Finesse admin credentials are required.
The Agent Desk uses Cisco Finesse Agent credentials to monitor this agent’s Finesse CTI events.

Port Utilization

The following ports must be open for communication between Cisco and CX components.

Source	Destination	Protocol	Source Port	Destination Port	Description
Agent Desk	Cisco Finesse	REST via HTTPS	any	Finesse REST API (8445)	Agent Desk sends agents state change requests (Voice MRD) for Media Blending to Cisco Finesse. It bypasses SSL certificate verification.
KeyCloak	Cisco Finesse	REST via HTTPS	any	Finesse REST API (8445)	To synchronize the Cisco Finesse agent with KeyCloak.
Cisco Finesse XMPP Server	Agent Desk	XMPP		5222 (un-secure)	Agent Desk subscribes to Finesse XMPP service for the logged-in Cisco Contact Center Agent State change events. This communication is insecure, and the Cisco Contact Center Agent’s Finesse credentials are used to subscribe for XMPP events.