[cisco-voip] CAD vs Finesse Differences

[Randall (Randy) Raitz]

Our biggest issues stemmed from certificate issues. We’ve been a Call manager customer since version 1.0 when hostnames weren’t cool yet. We have slowly been rebuilding boxes to use hostnames instead of IPs, but the uccx box was one that was still being referred to by IP address. We ended up changing the hostname and applying a valid certificate to fix some reporting errors in the Finesse client. Other than that, we were ok. Our apps are pretty simple IVR / call queuing so we didn’t run into many issues other than needing to be onsite for the customer care folks to give them a quick rundown of Finesse.

We haven’t had any issues (knock on wood) with Finesse itself. In fact, I am overjoyed with the idea of being able to rid our customer care machines of Java. The one area we’ve been having issues is IP Communicator crashing unexpectedly on Windows 10, thus killing the Finesse session. TAC has been providing us with some special version of the IPCC to isolate the problem, but this is likely unrelated to the Cisco applications and more so because of our upgrade to Windows 10.

Randy



From: Ben Amick [mailto:bamick at HumanArc.com]
Sent: Friday, December 2, 2016 3:21 PM
To: Randall (Randy) Raitz <randy.raitz at readytalk.com>; 'Pavan K' <pav.ccie at gmail.com>; JASON BURWELL <JASON.BURWELL at foundersfcu.com>
Cc: cisco-voip at puck.nether.net
Subject: RE: [cisco-voip] CAD vs Finesse Differences

> We may or may not have read the release notes
Sadder words have never been heard.

That said, did you end up getting your scenarios to work properly with Finesse, or did you go through the arduous process of downgrading? That said, do you have any lessons learned to share from the transition, other than “read the release nodes”?

Ben Amick
Telecom Analyst

From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Randall (Randy) Raitz
Sent: Friday, December 02, 2016 5:13 PM
To: 'Pavan K' <pav.ccie at gmail.com<mailto:pav.ccie at gmail.com>>; JASON BURWELL <JASON.BURWELL at foundersfcu.com<mailto:JASON.BURWELL at foundersfcu.com>>
Cc: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] CAD vs Finesse Differences

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.

Randy

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<mailto:JASON.BURWELL at foundersfcu.com>>
Cc: cisco-voip at puck.nether.net<mailto: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.”


Jason


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:
http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/finesse/white-paper-c11-730883.html<http://cp.mcafee.com/d/5fHCNAi3zqb3RNRTzhPtYTsSyzsQsCzBBVdxYSyzsQsCzBBVB6VJ556XPVEV73Cjqaaab0UQsK3C3ozJaMUwT4NVVUatGT13UQtITOVJSHs4fzhSPvbCPhOCOwyMY_R-oKMyCe7tuVtdAQsLseojhKCqeumKDp55mZQ-l3PWApmU6CQPr1KVKVI05qlblVvbpYcrFyQqEdSDjblffSvNQ_bdQDlnUBXlffQxmePBm6eOxZavxwDavBRJm-9uOa9ssPtVVDwsrQOjGuvkNFo54hfBPpEVo78CMnWhEwdbtFkJkKpH9oQKCy0i40UQg6q6y0nB3WkYQg1QDnvzYbvgSMOr1l9V>


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


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