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Finesse Developers,

Are you excited about Cisco Live in Orlando? We are because we're anxious to share all of the progress that the Finesse team has made over the past year. We also want to provide details on our Finesse 10.0 release.

There are two Finesse sessions this year:
  • BRKCCT1031 -- Cisco Finesse: Revolutionizing the Agent Experience
  • BRKCDN1001- Programming with the Finesse API
    • ...Read More

 

Finesse gadgets can be hosted on your own web server or on the Finesse server itself.

To host gadgets on your own web server, you host the gadget just as you would any web site. You could use IIS, Apache, etc. That is up to you.
...Read More

 

bMost of the information you need is in this Finesse Developer Center and there is a detailed presentation for Finesse Developers here https://communities.cisco.com/docs/DOC-28452

You can explore the Finesse Developer Center http://developer.cisco.com/web/finesseand if you can’t find what you need, let us know.
...Read More

 

I. Disclaimer
-------------------------------------------------------------------------------

The SampleGadget_WebService sample gadget is intended to serve as an example of
using the gadgets.io.makerequest function to make a request of a web server that is
accessible via Finesse server.



This is only a sample and is NOT intended to be a production quality ...Read More

 

The SampleGadget_Logging sample gadget is intended to serve as an example of initializing and using the
Finesse logger.

This sample illustrates how to initialize the logger and log a message to the console and the Finesse agent logs on the Finesse server.

1. initialize private var
clientLogs = finesse.cslogger.ClientLogger;
2. connect with hub ...Read More

 

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Unable to log in

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Unable to log in
Answer
10/23/10 12:17 AM
Finesse server has been running for about a week since the last restart.  When trying to log in we're getting the error "Server authentication failure. Please try again or
contact your system administrator."  Rebooted the server and getting the same result.  Looking at the ICM CTI server we're not seeing any type of request come in.  What logs would you like to see?
 
Thanks,

Andrew
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RE: Unable to log in
Answer
10/23/10 4:07 AM as a reply to Andrew Higgins.
Hi Andrew,
 
Maybe we could start with foundation logs.  Could you attempt another log in and then retrieve the logs at /opt/cisco/desktop/logs/foundation?
 
Thanks,
Conrad
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RE: Unable to log in
Answer
10/26/10 1:12 AM as a reply to Conrad Chan.
I'm not seeing a foundation directory under /opt/cisco/desktop/logs, just the following.
 
cfservice
db
httpdservice
openfireservice
quadservice
webservices
 
I see /opt/cisco/foundation/logs but there is only one file with two lines that are not useful.
 
Thanks,

Andrew
 
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RE: Unable to log in
Answer
10/26/10 1:15 AM as a reply to Andrew Higgins.
Hi Andrew,

Sorry, looks you're running a build with different logging locations.  Can you reproduce the scenario and then send us all the logs under the following locations?
· Desktop Webservices logs can be located here /opt/cisco/desktop/logs/webservices
· Notification service (openfire) logs can be located here /opt/cisco/desktop/openfire/logs
· Quad/UI logs can be located here /opt/cisco/desktop/foundation/apache-tomcat-6.0.20/logs and /opt/ramfs/logs
Install logs can be located here /common/log/install/desktop-install.log
 
Thanks,
Conrad
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RE: Unable to log in
Answer
10/26/10 1:26 AM as a reply to Conrad Chan.
Logs attached.
Attachments:
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RE: Unable to log in
Answer
10/26/10 4:54 AM as a reply to Andrew Higgins.
Thanks for the logs.
 
We took a look at them the issue isn't obvious.  The Desktop sign in is failing due to the sign in request to the Web Services returning AWS_SERVICE_UNAVAILABLE indicating that the Web Services component is not in service.
 
From looking at the Web Services logs, it appears that it is unable to connect to the CTI Server at 172.26.1.102 port 42027, repeatedly getting "Connection refused".  This seems intermittent since earlier in the week you were able to connect to the CTI server using the same IP and port.
 
Have you changed any settings for the NIC device in VMWare?  Are you able to log into the VOS CLI and execute a network ping to 172.26.1.102?
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RE: Unable to log in
Answer
10/26/10 5:12 AM as a reply to Conrad Chan.
>Have you changed any settings for the NIC device in VMWare?
 
No changes.
 
>Are you
able to log into the VOS CLI and execute a network ping to 172.26.1.102?

 
Yes, successfully.
 
Thanks,

Andrew
 
 
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RE: Unable to log in
Answer
10/26/10 5:26 AM as a reply to Andrew Higgins.
Using root access, can you try executing:
>> telnet 172.26.1.102 42027
 
Can you verify that the CTI Server logs reflects the connection made using telnet?
Flag

RE: Unable to log in
Answer
10/26/10 6:54 AM as a reply to Conrad Chan.
I'm able to log in now, looks like we found a bug with ICM 8.5.
 
Using Network Monitor from the PG I was able to confirm the Finesse server was sending the request and the PG was rejecting it.  Even with CTI tracing turned up higher I wasn't seeing any of the connection attempts.  Troubleshooting the PG I changed the configuration of CTI server from using hostnames to IP addresses and once I restarted the process after the change the Finesse server was able to connect.  Just to confirm I set CTI server back to hostnames and encountered the same issue again.  Going back to IP addresses the Finesse server didn't recovery immediately.  I tried logging in a few times but got pulled away.  Coming back about 30 minutes later I was able to log in successfully.  Not sure how long the recovery actually took.
 
Thanks,

Andrew
 
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RE: Unable to log in
Answer
10/26/10 6:49 PM as a reply to Andrew Higgins.
Troubleshooting the PG I changed the configuration of CTI server from using hostnames to IP addresses and once I restarted the process after the change the Finesse server was able to connect. 
 


 
What is the CTI Server registry setting you needed to modify?
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RE: Unable to log in
Answer
10/26/10 7:11 PM as a reply to David Lender.
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\ucce\CG1A]
"CGPublicInterfaceA"="172.26.1.102"
"CGPublicInterfaceB"="172.26.1.102"
"PGPublicInterfaceA"="172.26.1.102"
"PGPublicInterfaceB"="172.26.1.102"
 
The above four from hostname to IP address.
 
Thanks,

Andrew
 
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