[cisco-voip] CAD vs Finesse Differences

Randall (Randy) Raitz randy.raitz at readytalk.com
Fri Dec 2 17:12:49 EST 2016

We may or may not have read the release notes when going from 10.5 to 11.0 and found out during that transition that CAD was gone. So it is for sure not an option once you reach ver 11 and up.


From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Pavan K
Sent: Friday, December 2, 2016 2:54 PM
To: JASON BURWELL <JASON.BURWELL at foundersfcu.com>
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] CAD vs Finesse Differences

It will take a couple of revisions for finesse to work like CAD. Till then we are stuck with it.

I have a lot of customers who have elected to wait on 10.6 for finesse to stabilize.

By the way I have nothing against finesse and  have several customers on finesse, just not the big ones..

On Dec 2, 2016 3:01 PM, "JASON BURWELL" <JASON.BURWELL at foundersfcu.com<mailto:JASON.BURWELL at foundersfcu.com>> wrote:
Thanks for the additional information Anthony! What I found interesting was the wording of the introduction in document. Is there really a decision to be made? I thought 10.6 was the end of the line for CAD?

“By learning how these differences affect your business and agent/supervisor productivity, you will be able to make a well-informed decision about which solution is best for your business.”


From: avholloway at gmail.com<mailto:avholloway at gmail.com> [mailto:avholloway at gmail.com<mailto:avholloway at gmail.com>] On Behalf Of Anthony Holloway
Sent: Friday, December 02, 2016 3:02 PM
To: Pavan K <pav.ccie at gmail.com<mailto:pav.ccie at gmail.com>>
Cc: JASON BURWELL <JASON.BURWELL at foundersfcu.com<mailto:JASON.BURWELL at foundersfcu.com>>; Cisco VoIP Group <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: Re: [cisco-voip] CAD vs Finesse Differences

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://cp.mcafee.com/d/k-Kr3xEgdEIfn7nud7dTPtPqadPhOqemnAS7PqadPhOqemnCkrCQkkrLfCzAsepdEEEEI3zhOUeodyeQH3y3sj7DDwFSHs4fzhSPvbCTqJMg-d7rdYKrd7ara2b3P_nVyX2aoUtRXBQSjhOZMVxd6WpEVVqWtAklrTjVkffGhBrwqrhdI6XCXCM0lFkJnBYJDMNKCkrmmH6u8lJjbdQDlnUBXlffQxmePBm6dMAXbQ2ZGMDJFBXv2vNb-7Hh-BchhuujpbP-Ne5p-nrJofbTLMedWp9RffGoQI2y8DOVIQsI3AjobZ8Qg6BKQGmGncRAIqnjh0920sq83d3h0bOxZauq80WjHLN-5LEropdP0sJqybbzTu_> to have that corrected.

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

On Dec 2, 2016 8:47 AM, "JASON BURWELL" <JASON.BURWELL at foundersfcu.com<mailto: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

cisco-voip mailing list
cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>

cisco-voip mailing list
cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>


The information contained in this communication from the sender is confidential. It is intended solely for use by the recipient and others authorized to receive it. If you are not the recipient, you are hereby notified that any disclosure, copying, distribution or taking action in relation of the contents of this information is strictly prohibited and may be unlawful.

This email has been scanned for viruses and malware, and may have been automatically archived by Mimecast Ltd, an innovator in Software as a Service (SaaS) for business. Providing a safer and more useful place for your human generated data. Specializing in; Security, archiving and compliance. To find out more visit the Mimecast website.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20161202/3637a5ff/attachment.html>

More information about the cisco-voip mailing list