AMA - Architecture & troubleshooting in Unified Contact Center Express

[Tyler Langston]

Ask Me Anything Event

From October 25 until November 8, 2022 - Architecture, design deployment and troubleshooting of Cisco finesse in Unified Contact Center Express

Welcome to the Cisco Support Community Ask Me Anything conversation. This is an opportunity to learn and ask questions about the latest advancements in Cisco CCX (such as Smart license integration with UCCX, VPN-less Finesse agent desktop), as well as the existing features for UCCX deployment, High availability, Real time reporting, CUIC Reporting Interface, Configurations and integrations (CUCM, Social Miner, Wallboard, etc). 

This event has ended - thank you for your participation!

Our experts

Aishwarya Viswanathan is Technical Leader for UCCX team in the EMEA time zone. She has around 5+ years of Cisco Unified Collaboration experience. She is currently associated with UCCX TAC team. Her skills include vast understanding of UCCX, CUCM and other Cisco Collaboration applications. She is working closely on UCCX and its other components. She holds the Cisco Certified Network Associate (CCNA).

Shivangi Jadon is Technical Consulting Engineer in UCCX Team .She has around 2  years of experience with Unified Collaboration products .She also has experience  with Full Stack Development ,Cloud Development, Scripting and Automation. She holds CCNA ,VCP and DEVNET certifications

For more information please visit; Collaboration / Contact Center sub-category.

* This event is free and open to all audiences, including business partners, network and telecommunications engineers, students, and Cisco customers.

[sjadon]

Hello Uriah ,

The contact will have  assigned priority against all queues .

If you want to increment the priority then you can directly choose from the drop down of the numbers in Set Priority step properties or use any variable. In the shared screenshot ,"call_priority" variable holds the value 2 ,so the contact priority will be 2+2 =4 .In the same way you can have any variable hold a particular number and increase priority by same amount.

[OnkarMahajan38629]

Hello,

Can you provide some design and deployment information on reverse proxy for vpn-less finesse?  Is there any Cisco product like expressway to enable reverse proxy?

Any plans to have vpn-less finesse lab in dCloud ?

Thanks.

Regards,

Onkar Mahajan

[aiviswan]

Hello Onkar,

Please reference the document below for the pre-requisites, VPN-less Finesse configurations and Reverse-Proxy Selection and Configurations:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su2/maintain_and_operate/guide/uccx_b_1251su2_admin-and-operations-guide/uccx_m_1251su1_vpn-less-access-to-finesse-desktop.html#Cisco_Concept.dita_765b...

This document has the detailed step-by-step process for the configuration of the same.

Currently VPN-less Finesse is not present on dcloud. Unfortunately, I cannot confirm an exact timeline as to when it will be available.

Thanks,
Aishwarya