[cisco-voip] CAD vs Finesse Differences

[Anthony Holloway]

I was about to blast that document for being really old, but then I clicked
it, and I now see that it was updated last month.  That's encouraging.  At
least Spark hasn't stolen the UCCX documentation team away from us.

The document is still missing a few key things though.

As one example, CAD use to show the bread crumb trail for the call, so if
you wanted to know which number they dialed, queue they arrived to you
from, and if they spoke to any other agents, or were in any other CSQs,
that was all in CAD by default.  Finesse doesn't have this.  So, you need
to fake it with Enterprise Data Fields, and it's still not as good, plus
you have to have some complex scripting using session variables, etc.  It's
not really practical to expect us Engineers to just boiler plate that in to
every Finesse greenfield.

Then, there's probably other things you need to consider too, which are not
exactly a comparison of clients, but rather a list of items which need to
be addressed on Finesse.  For example, if you're a Supervisor and a
Reporting person, your Finesse Live Data gadgets will now show every single
Agent and CSQ, instead of just those for which you supervise.  You'll need
to follow this reference
<http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118823-technote-uccx-00.html>
to have that corrected.

On Fri, Dec 2, 2016 at 8:55 AM, Pavan K <pav.ccie at gmail.com> wrote:

> http://www.cisco.com/c/en/us/products/collateral/customer-
> collaboration/finesse/white-paper-c11-730883.html
>
>
> On Dec 2, 2016 8:47 AM, "JASON BURWELL" <JASON.BURWELL at foundersfcu.com>
> wrote:
>
>> Is there a summary or matrix that shows the feature differences between
>> CAD and Finesse that would be on UCCX 10.6x? I have seen threads mentioning
>> some feature deficiencies with earlier versions of Finesse but would like
>> to know the overall differences on current versions.  Thanks, Jason
>>
>>
>>
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