AgentDesk Environment Configurations for Cisco
To integrate CX with Cisco UCCX/UCCE you need to update Unified-Agent
ConfigMap cim-solution/kubernetes/cim/ConfigMaps/ef-unified-agent-configmap.yaml
as mentioned below.
Update the following CTI config variables added in the unified-agent config map
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>", # Specify Cisco Finesse FQDN or Cisco Finesse IP address finesseURLForAgent: https://[Cisco-Finesse-FQDN/IP]
Share cf-admin credentials with Expertflow support team. With the encryption utility, they will encrypt the credentials and update the following Config Map values.
JS"ctiParam": "<Encrypted cf admin username>" "ctiParam2": "<Encrypted cf admin password>"
After updating the config map values run the following commands.
CODE# # cd cim-solution/kubernetes # Update configmaps kubectl delete -f cim/ConfigMaps/ef-unified-agent-configmap.yaml kubectl apply -f cim/ConfigMaps/ef-unified-agent-configmap.yaml # Update deployment kubectl delete -f cim/Deployments/ef-unified-agent-deployment.yaml kubectl apply -f cim/Deployments/ef-unified-agent-deployment.yaml
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