Cisco Voice Channel Limitations

Tested with

Tested with Cisco UCCX 12.5 , UCCX 12.5.1 SU3. For details see the compatibility guide
Cisco UCCE supported
Cisco IP Phones with CIPC version 8.6.x and Jabber 14.x
Hard phones 7965 & 7942 and assumed to work with others.
Tested with Cisco non-SSO but assumed to work with Cisco SSO as well.

The following are the limitations of the solution.

Logout	Logging out from the Finesse does not log out the agent from CX. It does not have any impact on Finesse users. Agents will be shown only as active agents on the CX Agents Detail dashboard.
Custom Reason Code	Having at least 1 custom reason code for Not Ready and 1 custom reason code for Logout is mandatory.

Agent’s State Not Ready	Agent’s state becomes Not Ready when Finesse is restored and the call continues upon a domain shift. This limitation occurs from the Finesse side. For details see High Availability (HA) / Duplex Deployment
Call Ends During Failover	During Finesse failover, if the call ends and the system reconnects to Finesse, the AgentDesk gets the call ending event from the CTI with no dialog info that the call has ended already, and the conversation is closed. The AgentDesk uses the dialog data stored in the cache for the incoming call, and the call duration in the call leg displays as 0 seconds. For details see CIM-12031
Direct Transfer	During a direct transfer, on an agent extension and queue, if Finesse failover occurs, particular call the customer number becomes null in the call leg for that particular call once Finesse is restored. For details see CIM-12073

Manually Delete Teams/Users from Keycloak	If a Cisco team or user is deleted after syncing to KeyCloak, the relevant Group/Team is not deleted from the KeyCloak. The KeyCloak admin needs to manually delete it.
To make Finesse Agent/Supervisors available on KeyCloak	Finesse supervisors and agents are not going to be synced to the Cisco Teams automatically. To make them available on KeyCloak as a part of the Finesse Team, a one-time login to Finesse is required.