Cisco UCCX Finesse Webphone Configuration Guide

Built-in Cisco Finesse Softphone using WebRTC

Comstice Webphone Gadget offers a WebRTC softphone. Calls are retrieved through Comstice WebRTC Gateway on site and sent to Cisco CUCM as a SIP call. No VPN or a specialist firewall such as ExpressWay required. Agents login to Cisco Finesse in a 2-Step login process. In the first step, there is an initial login page hosted at Comstice Gateway. Login is done through your single sign-on service such as Microsoft Azure and Okta.

Non-Cisco Phone with Cisco UCCX Finesse

Cisco UCCX uses Cisco CUCM Extend and Connect feature to help Finesse agents to login without any Cisco phone or softphone. Comstice Webphone Gadget for Cisco Finesse utilizes Extend and Connect feature to deliver customer calls to agent mobile phones. Comstice does not require Cisco Presence Server for Extend and Connect feature.

Requirements

• Cisco UCCX v11 or higher,
• Cisco CUCM v11.0 or higher

Configuring Cisco UCCX

Cisco UCCX utilizes Cisco CUCM Extend and Connect feature to allow agents to use non-Cisco device to receive customer calls. By default, Cisco Extend and Connect feature creates a permanent call to the third party phone as soon as agent logs as Cisco Finesse agent. This is not needed in webphones, therefore we need to disable "Persistent Connection" feature in Cisco UCCX.

Go to Cisco UCCX Admin page > System > System Parameters > Persistent Connection and select "Disable". This configuration change does not require any service starts and can be done during office hours.

Please make sure that you have agents created

Configuring Extend and Connect

Here are the steps for configuring Cisco CUCM for Comstice Webphone in Cisco UCCX;

1. Enable Mobility on Agent End User Settings: Cisco CUCM simulates the user's device with CTI Remote Device feature. Create a new CTI Remote Device for the agent;
   Device > Phone > Add New > CTI Remote Device
2. Complete the relevant settings in the Device Level such as CSS etc.Please make sure that you select the correct Rerouting Calling Search Space on the device level (down at the bottom, before Remote Destination settings). Otherwise, CTI Remote Device will not be able call out your third party phone.
3. Add remote destination to the device. Please make sure that any outside prefixes are included to dial the agent mobile phone number.
4. On the remote destination settings, you can name the remote destination as mobile
   
   Also select "Enable Extend and Connect".
   Go back to the device level in the CTI Remote Device and select;
   
5. Configure Line 1 in CTI Remote Device;
   • Add an extension and calling permissions
   • Select "No Voicemail" explicitly on the voicemail settings
   • Set "No Answer Ring Duration" to 25 or higher
   • Set Maximum Concurrent: 2 Busy Trigger: 1
   • Associate the Line to the CUCM End User you created for the Finesse agent. (at the bottom of the page)
6. (Optional) Configure Cisco UCCX Scripts Select Resource Step;
   • Click Connect Yes and set the Ring Time as 20 seconds.
   • This helps to avoid calls to be taken back to the queue by Cisco UCCX if call establishment gets delayed.



7. (Optional) Create a CUCM Application User for accessing Corporate Directory: Comstice Mobile Agent app can access Cisco CUCM Corporate Directory, find and dial contacts. In order to do that, you need to create an application user in Cisco CUCM and let Comstice know about its details.
8. Application user also needs to have AXL API Access. You can create a new role User Management > User Settings > Role and add AXL API Access
9. Then User Management > User Settings > Access Control Group and assign the role from the top right dropdown "Assign Roles to Access Control Group"
10. This will help Comstice Mobile Agent app to access CUCM Corporate Directory and Active Directory contacts if they are both integrated.