Cisco Connection

As the Channel Configuration details are through the installer, let’s get started with configurations that Workspace requires to access Cisco.

In this section, configure the following:

• Finesse Settings

• AWDB Connection

Finesse Settings

This section contains the configurations required for your Workspace to access Cisco Finesse agent desktop used by agents logged-in to Acqueon Workspace.

Complete the following information:

1. SSO Mode - From the dropdown list, select one of the following:

   1. Non_SSO - Select this if your agents log in to Finesse desktop with a local username and password.

   2. HYBRID - Select this if you have agents logging in using both SSO and non-SSO modes. When you select this option, provide the following additional information:

      1. Ids URL - Provide the Identity provider URL where users are redirected to complete authentication. For example, https://<FQDN>.<IdP>/login, where FQDN is the fully qualified domain name and IdP is the identity provider domain name.

      2. Client ID - Provide the Client ID for the Workspace application to access the Finesse agent desktop.

      3. Client Redirect Uri – Provide the Client Redirect Uri. The authentication service redirects users to this endpoint after the Identity Provider (IdP) verifies them successfully. For example, https://<FQDN>.

   3. SSO - Select this if you have agents logging in using only SSO Provide the following additional information:

      1. Ids Url - Provide the Identity provider URL that the user logging in is redirected to complete authentication. For example, https://<FQDN>.<IdP>/login, where FQDN is the fully qualified domain name and IdP is the identity provider domain name.

      2. Client ID - Provide the Client ID for this user to access Finesse agent desktop.

      3. Client Redirect Uri - Provide the Client Redirect Uri. This is the endpoint (URL) within your application that the authentication service will redirect the user to. It is where the user is sent after the IdP completes successful authentication. For example, https://<FQDN>

2. FinesseA Url - Provide the URL for the Side A of the Finesse application. For example, https://<FQDN>:<Port>/finesse, where FQDN is the fully qualified domain name and Port is the port number to access the Finesse application.

3. FinesseB Url - Provide the URL for the Side B (for high-availability stand by) of the Finesse application. For example, https://<FQDN>:<Port>/finesse, where FQDN is the fully qualified domain name and Port is the port number to access the Finesse application.

4. HttpSideA Url - Provide the URL for the Side A HTTP binding. For example, https://<FQDN>:<Port>/http-bind, where FQDN is the fully qualified domain name and Port is the port number to bind the application to HTTP. This BOSH binding protocol helps bind the communication between Workspace and Finesse.

5. HttpSideB Url - Provide the URL for the Side B (for high-availability stand by) HTTP binding. For example, https://<FQDN>:<Port>/http-bind, where FQDN is the fully qualified domain name and Port is the port number to bind the application to HTTP. This BOSH binding protocol helps bind the communication between Workspace and Finesse.

AWDB Connection

Cisco AWDB stands for Agent and Workgroup Database. It is part of Cisco's Contact Center infrastructure.

The AWDB stores and manages critical information related to agents, workgroups, and other operational data in a contact center environment. It plays a central role in tracking agent states, skill assignments, workgroups, efficient routing, and more.

Complete the following information:

1. Server - Provide the hostname or the IP address of the Cisco AWDB server.

2. Database Name - Provide the database name as provided on Cisco for the AWDB database.

3. User ID - Type the Cisco AWDB user ID to access the database.

4. Reset Password - Select this checkbox if the user has permission to reset the password.

5. Password - This is active only if the Reset Password checkbox is selected. Type the password for the above user.

6. Click Save to complete. If connection to AWDB fails, the details are not saved - an error message is displayed. Fix the error(s) and save again.

You have now completed the Cisco Connection section. Proceed to the Display Variables section next.