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Installing Finesse

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Installing Finesse
Answer
11/11/10 5:12 AM
Hi,
I've installed Finesse from the ISO and I think the install went fine. I can access the Finesses agent login screen at http://<ipaddress>:8581 the problem is after that. I get a screen like the attached. I don't know hwat the notification server is, but I suspect it is one of the XMPP settings? The install manual was not really clear about the settings.
I can send the logs if necessary. I am running UCCE 8.0 and usign agent ID (not number) to log in the agent.
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RE: Installing Finesse
Answer
11/12/10 2:55 AM as a reply to Chikeobi Njaka.
Hi,
 
Could you pls send us the logs from the server? The steps to collect logs can be located in the Cisco Finesse Installation guide (chapter 4).


Hi,
I've installed Finesse from the ISO and I think the install went fine. I can access the Finesses agent login screen at http://<ipaddress>:8581 the problem is after that. I get a screen like the attached. I don't know hwat the notification server is, but I suspect it is one of the XMPP settings? The install manual was not really clear about the settings.
I can send the logs if necessary. I am running UCCE 8.0 and usign agent ID (not number) to log in the agent.
Flag

RE: Installing Finesse
Answer
11/12/10 12:05 PM as a reply to Dheepa Subramanian.
The logs are attached. I ziped them

Hi,
 
Could you pls send us the logs from the server? The steps to collect logs can be located in the Cisco Finesse Installation guide (chapter 4).


Hi,
I've installed Finesse from the ISO and I think the install went fine. I can access the Finesses agent login screen at http://<ipaddress>:8581 the problem is after that. I get a screen like the attached. I don't know hwat the notification server is, but I suspect it is one of the XMPP settings? The install manual was not really clear about the settings.
I can send the logs if necessary. I am running UCCE 8.0 and usign agent ID (not number) to log in the agent.
Attachments:
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RE: Installing Finesse
Answer
11/13/10 3:11 AM as a reply to Chikeobi Njaka.
Hi,
 
We discussed this with Jay Ward who will be following up with you on this as well. To summarise the discussion.. You would need to install the latest available Finesse software and follow the step by step install instructions. Pls make sure to provide a hostname, DNS and domain information when prompted during the install. Thanks.
 
http://developer.cisco.com/web/finesse/home
 
The logs are attached. I ziped them
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RE: Installing Finesse
Answer
11/14/10 12:36 AM as a reply to Dheepa Subramanian.
Hi Deepa,
I installed the latest version of Finesse and it is a bit different. The root access is gone!.
Anyway. I followed the installation and no where did I input "localhost" (not even the last time). Anyway, the install went well and I was bale to use the application user to do the rest of the configuration. The problem now is that I cannot log in as an agent (named or numerical). I changed the configuration and tried both Agent number and agent names as log in and it did not work. Wouldn't let the agent log in. The new logs are attached.
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RE: Installing Finesse
Answer
11/14/10 12:59 AM as a reply to Chikeobi Njaka.
Hi,
 
Yes, root access is disabled in this FCS candidate/FCS version..CLI has to be used to collect logs.
 
From the Finesse logs I see that Finesse is unable to connect to the CTI server and hence the agent log in failure. These are the CTI server prop values I see being used, per the logs.. Could you pls confirm this is correct and also that CTI server on the PG is "active" ? One way to check this would be, if you have a CTI desktop you could try a log in using that. If that succeeds, then we are good and should be able to log in through Finesse as well.
 
{Thrd=Infrastructure_SS_com.cisco.cc.webservices.reporting.subsystem.AWSSubsystem_boot_thread}  Retrieved CTI Server settings from DB: ctiHost:192.168.115.117,ctiPort:42027,ccePeripheralId:5000,agentIdType:1
 
This is the failure msg I see..
 
0000000064: 192.168.115.153: Nov 12 2010 23:11:21.775 -0800: %CCBU____________PHX-6-MESSAGE_FROM_CTI_SERVER: %[cti_message={"msgFields":{"Status":16},"msgID":2,"msgName":"FAILURE_EVENT","awsTimeTracker":"{\"id\":\"FAILURE_EVENT\",\"CTI_MSG_RECEIVED\":1289632278176}"}][cti_message_name=FAILURE_EVENT]: Message comming to phoenix from backend cti server
 
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RE: New Message from Dheepa Subramanian in Cisco Finesse SDK Forums RE: Ins
Answer
11/14/10 1:06 AM as a reply to Dheepa Subramanian.
Dheepa,
I did check to see if I could log in using the CTI desktop and I can (using both ID and name). The parameters are correct.

Best Regards,
Chikeobi O. Njaka
Sr. Director - UC Practice Development
+1-951-226-5252 (Mobile/Cell)
+1-818-936-9815 (Office)
Advanced Integration Services Division (VocalMash)
Unified Communications and Collaboration
www.INXi.com<http://www.vocalmash.com/>

From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
Sent: Saturday, November 13, 2010 11:00 AM
To: cdicuser@developer.cisco.com
Subject: New Message from Dheepa Subramanian in Cisco Finesse SDK Forums RE: Installing Finesse

Dheepa Subramanian has created a new message in the forum "General Questions":
--------------------------------------------------------------
Hi,

Yes, root access is disabled in this FCS candidate/FCS version..CLI has to be used to collect logs.

From the Finesse logs I see that Finesse is unable to connect to the CTI server and hence the agent log in failure. These are the CTI server prop values I see being used, per the logs.. Could you pls confirm this is correct and also that CTI server on the PG is "active" ? One way to check this would be, if you have a CTI desktop you could try a log in using that. If that succeeds, then we are good and should be able to log in through Finesse as well.

{Thrd=Infrastructure_SS_com.cisco.cc.webservices.reporting.subsystem.AWSSubsystem_boot_thread} Retrieved CTI Server settings from DB: ctiHost:192.168.115.117,ctiPort:42027,ccePeripheralId:5000,agentIdType:1

This is the failure msg I see..

0000000064: 192.168.115.153: Nov 12 2010 23:11:21.775 -0800: %CCBU____________PHX-6-MESSAGE_FROM_CTI_SERVER: %[cti_message={"msgFields":{"Status":16},"msgID":2,"msgName":"FAILURE_EVENT","awsTimeTracker":"{\"id\":\"FAILURE_EVENT\",\"CTI_MSG_RECEIVED\":1289632278176}"}][cti_message_name=FAILURE_EVENT]: Message comming to phoenix from backend cti server

--
To respond to this post, please click the following link:
<http://developer.cisco.com/web/finesse/forums/-/message_boards/message/2740814>
or simply reply to this email.
IMPORTANT/CONFIDENTIAL: This message from INX Inc. is intended only for the use of the addressees shown above.
It contains information that may be privileged, confidential and/or exempt from disclosure under applicable law.
If you are not the intended recipient of this message, you are hereby notified that the copying, use or distribution of any information or materials transmitted in or with this message is strictly prohibited.
If you received this message by mistake, please immediately email or call us collect at (469) 549-3800 and delete/destroy the original message.
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RE: New Message from Dheepa Subramanian in Cisco Finesse SDK Forums RE: Ins
Answer
11/14/10 1:43 AM as a reply to Chikeobi Njaka.
Could you send us the CTI server log file too pls? Trace msk set to f8. Thanks.
 
Dheepa,
I did check to see if I could log in using the CTI desktop and I can (using both ID and name). The parameters are correct.
Flag

RE: New Message from Dheepa Subramanian in Cisco Finesse SDK Forums RE: Ins
Answer
11/14/10 1:55 AM as a reply to Dheepa Subramanian.
Dheepa,
I know very little about UCCE (sorry). How can I get the log? I can log into the node (UCCE8) and that¿s just about it¿

From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
Sent: Saturday, November 13, 2010 11:44 AM
To: cdicuser@developer.cisco.com
Subject: RE: New Message from Dheepa Subramanian in Cisco Finesse SDK Forums RE: Ins

Dheepa Subramanian has created a new message in the forum "General Questions":
--------------------------------------------------------------
Could you send us the CTI server log file too pls? Trace msk set to f8. Thanks.

Dheepa,
I did check to see if I could log in using the CTI desktop and I can (using both ID and name). The parameters are correct.
--
To respond to this post, please click the following link:
<http://developer.cisco.com/web/finesse/forums/-/message_boards/message/2740853>
or simply reply to this email.
IMPORTANT/CONFIDENTIAL: This message from INX Inc. is intended only for the use of the addressees shown above.
It contains information that may be privileged, confidential and/or exempt from disclosure under applicable law.
If you are not the intended recipient of this message, you are hereby notified that the copying, use or distribution of any information or materials transmitted in or with this message is strictly prohibited.
If you received this message by mistake, please immediately email or call us collect at (469) 549-3800 and delete/destroy the original message.
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RE: New Message from Dheepa Subramanian in Cisco Finesse SDK Forums RE: Ins
Answer
11/14/10 2:12 AM as a reply to Chikeobi Njaka.
Not  a problem..I think we know what the issue is. There was a protocol version change between UCCE 8.0 and UCCE 8.5. And since Finesse at FCS will be supporting UCCE 8.5, a property value has been changed to work with UCCE 8.5. This will need to be changed to work with UCCE 8.0 Trying to identify the steps needed to do this. Will update you again. Thanks.
 
Dheepa,
I know very little about UCCE (sorry). How can I get the log? I can log into the node (UCCE8) and that¿s just about it¿
Flag

RE: New Message from Dheepa Subramanian in Cisco Finesse SDK Forums RE: Ins
Answer
11/14/10 5:00 AM as a reply to Dheepa Subramanian.
Dheepa,
When do you think you will be getting back to me on this?

From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
Sent: Saturday, November 13, 2010 12:13 PM
To: cdicuser@developer.cisco.com
Subject: RE: New Message from Dheepa Subramanian in Cisco Finesse SDK Forums RE: Ins

Dheepa Subramanian has created a new message in the forum "General Questions":
--------------------------------------------------------------
Not a problem..I think we know what the issue is. There was a protocol version change between UCCE 8.0 and UCCE 8.5. And since Finesse at FCS will be supporting UCCE 8.5, a property value has been changed to work with UCCE 8.5. This will need to be changed to work with UCCE 8.0 Trying to identify the steps needed to do this. Will update you again. Thanks.

Dheepa,
I know very little about UCCE (sorry). How can I get the log? I can log into the node (UCCE8) and that¿s just about it¿
--
To respond to this post, please click the following link:
<http://developer.cisco.com/web/finesse/forums/-/message_boards/message/2740887>
or simply reply to this email.
IMPORTANT/CONFIDENTIAL: This message from INX Inc. is intended only for the use of the addressees shown above.
It contains information that may be privileged, confidential and/or exempt from disclosure under applicable law.
If you are not the intended recipient of this message, you are hereby notified that the copying, use or distribution of any information or materials transmitted in or with this message is strictly prohibited.
If you received this message by mistake, please immediately email or call us collect at (469) 549-3800 and delete/destroy the original message.
Flag

RE: New Message from Dheepa Subramanian in Cisco Finesse SDK Forums RE: Ins
Answer
11/14/10 5:39 AM as a reply to Chikeobi Njaka.
Hi,
 
In order to change this property file value you'll have to do the following:
 
1. Enable root access on the Finesse server
 
http://cvp.cisco.com/display/sambade/Root+Access
 
2. SSH into Finesse and browse to /opt/cisco/desktop/conf/webservices
 
3. Open aws.properties file and edit the following property:
 
com.cisco.reportingserver.adapter.cti.version=15
 
Change this to:
 
com.cisco.reportingserver.adapter.cti.version=14
 
4. Save the file.
5. Restart Cisco Finesse Webservices using the Serviceability console (http://ip/cfservice). Pls refer to Serviceability guide for detailed steps.
 
I am not sure if enabling root access is something you'll have permissions for or if one of us have to do this for you.
 
Ted/ Jay , could one of you help with this please (enabling root access)? They'll need access to cisco internal remote support tool  in order to generate passphrases. Not sure if this is something they'll have access to.
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RE: New Message from Dheepa Subramanian in Cisco Finesse SDK Forums RE: Ins
Answer
11/14/10 6:48 AM as a reply to Dheepa Subramanian.
This issue is caused by the fact that you are using CCE 8.0.  While we have been flexible about this requirement in the past, you will need to upgrade to CCE 8.5.  This will fix the issue and this is the fastest way to getting past this issue.
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RE: New Message from Dheepa Subramanian in Cisco Finesse SDK Forums RE: Ins
Answer
11/14/10 8:07 AM as a reply to Dheepa Subramanian.
Hi,
Could not access the site below. Also, with 8.5.1, root is locked down.
Thanks.
Best Regards,
Chikeobi O. Njaka

From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
Sent: Saturday, November 13, 2010 3:39 PM
To: cdicuser@developer.cisco.com
Subject: RE: New Message from Dheepa Subramanian in Cisco Finesse SDK Forums RE: Ins

Dheepa Subramanian has created a new message in the forum "General Questions":
--------------------------------------------------------------
Hi,

In order to change this property file value you'll have to do the following:

1. Enable root access on the Finesse server

http://cvp.cisco.com/display/sambade/Root+Access

2. SSH into Finesse and browse to /opt/cisco/desktop/conf/webservices

3. Open aws.properties file and edit the following property:

com.cisco.reportingserver.adapter.cti.version=15

Change this to:

com.cisco.reportingserver.adapter.cti.version=14

4. Save the file.
5. Restart Cisco Finesse Webservices using the Serviceability console (http://ip/cfservice). Pls refer to Serviceability guide for detailed steps.

I am not sure if enabling root access is something you'll have permissions for or if one of us have to do this for you.

Ted/ Jay , could one of you help with this please (enabling root access)? They'll need access to cisco internal remote support tool in order to generate passphrases. Not sure if this is something they'll have access to.
--
To respond to this post, please click the following link:
<http://developer.cisco.com/web/finesse/forums/-/message_boards/message/2740955>
or simply reply to this email.
IMPORTANT/CONFIDENTIAL: This message from INX Inc. is intended only for the use of the addressees shown above.
It contains information that may be privileged, confidential and/or exempt from disclosure under applicable law.
If you are not the intended recipient of this message, you are hereby notified that the copying, use or distribution of any information or materials transmitted in or with this message is strictly prohibited.
If you received this message by mistake, please immediately email or call us collect at (469) 549-3800 and delete/destroy the original message.
Flag

RE: New Message from Dheepa Subramanian in Cisco Finesse SDK Forums RE: Ins
Answer
11/15/10 2:35 AM as a reply to Theodore Phipps.
Jay/Dheepa,
I was able to chage the cti.version value to 14 and restarted *all* the services. Now, when I try to log in as an agent, it seems the "think" about it for about 30 seconds (before, the rejections was almost immediate) and it comes back with a "Server authentication" error. The logs are attached again.
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