Does Cisco Finesse absolutely requires Cisco Jabber?

[colt000011]

Simply put, we are looking at Cisco Finesse but are getting confused on the requirements of Jabber if any?

The Release Notes for 10.5(1) says Finesse supports Jabber for Windows as a contact center voice endpoint ie IM & Presence.

However there is no mention of "Jabber" in the Installation and Upgrade Guide Release 10.5(1)?

Does this means Finesse does not requires Cisco Jabber, however you can't have Presence in Finesse without Jabber?

In short: Does Cisco Finesse absolutely requires Cisco Jabber ? and if not, what cannot be achieved without Jabber Integration?

- Rob

[Geevarghese Cheria]

Hi Rob,

I think when you are using softphone from jabber at that time only Jabber for windows functionality is supported by Fineese.

  Agents cannot use Jabber to transfer or conference calls. Agents must use the Finesse desktop for transfer and conference. If Jabber is not installed the following jabber functionality could not be achieved.

• Voice and Video
• Built-In Bridge (for silent monitoring)
• IM and Presence

Refer - Cisco Finesse Installation

Thanks and Regards,

Geevarghese

[JohnEndicott]

Rob, just want to point out that you can use Finesse without Jabber. You either need to have hard phones or IP Communicator for voice and you will also need to configure agents in Configuration Manager in order to route calls to them. Hope this helps.

[colt000011]

Agreed, but what about phone presence?

Which types of phone presence are available in Finesse without Jabber? ie hard (Physical) Cisco Phones status from UCCE?