Frequently Asked Questions

  • Wallboard for Cisco UCCE and UCCX
    • Is Comstice Wallboard Cloud-Based?

      Comstice Wallboard is an on-premise solution. It can also run in your cloud but it needs to have maximum 200ms RTT to Cisco servers.

    • How Wallboard is licensed?

      There is no license limit in terms of the number of concurrent users in the Wallboard. It is licensed based on the number of named agents to be reported.

    • What resources Comstice Wallboard need?

      Comstice Wallboard runs on a Linux OS as a virtual machine. It requires minimum of 2GB RAM, 10GB HDD and 2xvCPUs.

    • How does the rollout work?

      Once you assign an IP address from your network for the Wallboard Server, we send you the Wallboard VM as an OVA file (1.8GB). When OVA is downloaded and imported into your VMWAre ESXi or HyperVisor environment, we schedule a webex to finalise the configuration and test the performance.

    • Is Wallboard Mobile App Extra?

      Comstice Wallboard Mobile app and Comstice Wallboard Ticker app are available without any additional cost.

    • Can agents use Comstice Wallboard?

      There is no license limit for the number of concurrent users. Agents as well as executives can create their own dashboards or access to the dashboards created by their team lead or IT.

    • Is it possible to monitor third party data in Comstice Wallboard?

      Yes, it is possible to add third party data. It can be through APIs available in various platforms, direct database access or reading data from files such as CSV.

  • Wallboard for Avaya Aura
    • Is Comstice Wallboard Cloud-Based?

      Comstice Wallboard is an on-premise solution. It can also run in your cloud.

    • How Wallboard is licensed?

      There is no license limit in terms of the number of concurrent users in the Wallboard. It is licensed based on the number of named agents to be reported.

    • What resources Comstice Wallboard need?

      Comstice Wallboard runs on a Linux OS as a virtual machine. It requires minimum of 2GB RAM, 10GB HDD and 2xvCPUs.

    • How does the rollout work?

      Once you assign an IP address from your network for the Wallboard Server, we send you the Wallboard VM as an OVA file (1.8GB). When OVA is downloaded and imported into your VMWAre ESXi or HyperVisor environment, we schedule a webex to finalise the configuration and test the performance.

    • Is Wallboard Mobile App Extra?

      Comstice Wallboard Mobile app and Comstice Wallboard Ticker app are available without any additional cost.

    • Can agents use Comstice Wallboard?

      There is no license limit for the number of concurrent users. Agents as well as executives can create their own dashboards or access to the dashboards created by their team lead or IT.

    • Is it possible to monitor third party data in Comstice Wallboard?

      Yes, it is possible to add third party data. It can be through APIs available in various platforms, direct database access or reading data from files such as CSV.

  • Wallboard for Genesys
    • Is Comstice Wallboard Cloud-Based?

      Comstice Wallboard is an on-premise solution. It can also run in your cloud.

    • How Wallboard is licensed?

      There is no license limit in terms of the number of concurrent users in the Wallboard. It is licensed based on the number of named agents to be reported.

    • What resources Comstice Wallboard need?

      Comstice Wallboard runs on a Linux OS as a virtual machine. It requires minimum of 2GB RAM, 10GB HDD and 2xvCPUs.

    • How does the rollout work?

      Once you assign an IP address from your network for the Wallboard Server, we send you the Wallboard VM as an OVA file (1.8GB). When OVA is downloaded and imported into your VMWAre ESXi or HyperVisor environment, we schedule a webex to finalise the configuration and test the performance.

    • Is Wallboard Mobile App Extra?

      Comstice Wallboard Mobile app and Comstice Wallboard Ticker app are available without any additional cost.

    • Can agents use Comstice Wallboard?

      There is no license limit for the number of concurrent users. Agents as well as executives can create their own dashboards or access to the dashboards created by their team lead or IT.

    • Is it possible to monitor third party data in Comstice Wallboard?

      Yes, it is possible to add third party data. It can be through APIs available in various platforms, direct database access or reading data from files such as CSV.

  • Wallboard for Amazon Connect
    • Is Comstice Wallboard Cloud-Based?

      Comstice Wallboard is an on-premise solution. It can also run in your cloud.

    • How Wallboard is licensed?

      There is no license limit in terms of the number of concurrent users in the Wallboard. It is licensed based on the number of named agents to be reported.

    • What resources Comstice Wallboard need?

      Comstice Wallboard runs on a Linux OS as a virtual machine. It requires minimum of 2GB RAM, 10GB HDD and 2xvCPUs.

    • How does the rollout work?

      Once you assign an IP address from your network for the Wallboard Server, we send you the Wallboard VM as an OVA file (1.8GB). When OVA is downloaded and imported into your VMWAre ESXi or HyperVisor environment, we schedule a webex to finalise the configuration and test the performance.

    • Is Wallboard Mobile App Extra?

      Comstice Wallboard Mobile app and Comstice Wallboard Ticker app are available without any additional cost.

    • Can agents use Comstice Wallboard?

      There is no license limit for the number of concurrent users. Agents as well as executives can create their own dashboards or access to the dashboards created by their team lead or IT.

    • Is it possible to monitor third party data in Comstice Wallboard?

      Yes, it is possible to add third party data. It can be through APIs available in various platforms, direct database access or reading data from files such as CSV.

  • Mobile Agent
    • How is Comstice Mobile App is licensed?

      Comstice Mobile App is licensed per named agent. Using the company code provided agents can retrieve their company information from Comstice Licensing Server

    • Where is Comstice Licensing Server?

      Comstice Licensing Servers are spread around the world with geo-redundancy in mind.

    • How does the rollout work?

      Once you configure your Cisco CUCM and Cisco UCCE/UCCX, agents can retrieve their licenses by entering the company code provided into the app settings. Then either using a Mobile VPN or NAT over the firewall, they can access and login to Cisco Finesse. They can go to Ready state and start taking customer calls.

    • Can this app be used with normal phones and Cisco IP Phones?

      Yes. Analogue phones or Cisco IP Phones can be used. You do not need to use your mobile phone line.

    • Do you support Windows Mobile Phones?

      No. Currently we only support Apple IOS and Google Android devices.

    • Is it possible to record voice conversations?

      Yes. Existing voice recording platforms can be used to record mobile agent calls.

    • Is there is Voice over IP? Do we need Cisco Jabber?

      You do not need Cisco Jabber and there is no voice over IP in Comstice Mobile App. It is possible to use Comstice Mobile Agent app with Cisco Jabber IOS or Android, if preferred.

    • Can agent lock the phone screen and carry it in her pocket? Does the app need to be active all the time?

      App can work in the background and agent can stay logged on even when the phone is locked.

    • Can agent disable location monitoring? Is it mandatory?

      Location monitoring is not mandatory and agent can always disable location monitoring from the mobile device. Location monitoring only occurs when the agent is logged in and it is disabled by default. Depending on the requirements, it can be enabled per team.

    • Does this app have IPad/Tablet support?

      Yes. You can run the app from IPad or an Android tablet. In that case, you need to use an external phone that Cisco CUCM can dial in. This could be another mobile phone, Cisco Jabber, home or office phone.

    • Can I try the app without any license or server?

      Yes. You can download the app and run it in demo mode by tapping on the "Demo Mode" button at the login page. Also you can create a 30-day trial licence for the full feature set.

  • Desktop Agent
    • Why should we have a dedicated client when we can have many Finesse gadgets

      Agent Experience in the default Finesse interface has shortcomings; many agent and supervisor features are missing, browser interface occupies too much screen estate and there are many browser-related issues and limitations. Comstice Desktop Agent offers a compact yet feature rich and easy to use agent and supervisor experience which reduces the average handle time significantly.

    • Do we need to upgrade Desktop Agent every time we upgrade Cisco Finesse?

      No. Comstice Desktop Agent app uses Cisco Finesse APIs and these APIs do not change in different Cisco Contact Center versions.

    • How does the rollout work?

      Agents and supervisors download Comstice Desktop Agent and run it from their PCs. They use the company code to retrieve their licence and company settings.

    • How does the upgrade work?

      In case of an upgrade for resolving a defect or for new features, upgrade files can be hosted on an SFTP server and each client will download and run the updated version during initial launch. No uninstall/reinstall required.

    • Does Comstice Desktop Agent need Cisco Jabber?

      There is no dependency for Cisco Jabber.

    • How Desktop Agent is licensed?

      It is licensed per named agent. Same license can be used for the agents and the supervisors.

    • Do we need any additional server?

      No. Desktop Agent is a client-only application. You do not need any additional server. It communicates directly with Cisco Finesse and Cisco CUCM. You can use Comstice Wallboard for Team Chat and Omnichannel features are run on the Omnichannel Server.

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