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How to create a Finesse user for Variphy authentication.

Introduction

Variphy’s RTA widget uses the Finesse system that comes with a UCCX environment where the application can subscribe to XMPP Notifications upon Agent state or dialog (voice/chat) change. By hooking into this service, Variphy can provide a truly real time widget which gives an activity overview of what any agent in a UCCX system is currently doing (their state, their active dialog, Custom Not Ready Reasons, etc.). In order to properly obtain information from the XMPP Notification Service Variphy requires a Finesse user with Agent and Administrative capabilities only. This article will walk you through how to add a user in CUCM that will propagate to UCCX for the purpose of Variphy Finesse Authentication.

Adding a Device in CUCM.

Instead of adding a Cisco Phone to use as an IPCC extension, which also utilizes a Cisco License, we will create a CTI Route point to use as the IPCC device. 

Log into CUCM as an Administrator and navigate to the Device menu and select CTI Route point.

Once in the CTI Route Point list click Add New. 

At the CTI Route Point Configuration screen give your route point a Device Name and complete the required fields and click Save.

  • We recommend using a name that will help indicate its purpose like “VariphyCCXAPI”

This will not be a live route point so the required fields do not need to be explicit to a function.

Once the new Route Point has been saved you will need to Add a new DN to the route point. This should not be a valid DN and does not need to place or receive calls.

On the Directory Number Configuration Screen add a Directory Number, again this does not need to be a valid directory number, give the DN a brief Description and fill in any other required fields and click Save

Use the Related Links on the top Right to navigate back to your CTI Route point. 

Your new DN should now be listed.

Click Save.

Adding a user in CUCM.

Once we’ve added a device to use as an IPCC device we now need to add a user that will propagate over to UCCX for our login credentials. 

Navigate to the User Management menu and select End User.

Once in the End User management list click Add New.

Give your new user a User ID. This will be the User ID that propagates to CCX as an end user and is also the user ID we will enter into Variphy. This field is case sensitive in CUCM and also UCCX. 

  • We recommend a name that helps identify the user’s purpose in UCCX and also that it is all lower case. “variphyuser”

Give your new user a Password. This is the password you will enter into variphy.

Fill in any other required fields and Save

Once you have saved your user scroll down to the Device Information section and associate the CTI Route Point you created in the previous step. Add this to the user by clicking the Device Association button.  

In the User Device Association screen search for the route point you created in the previous step and select it then click the Save Selected/Changes button. 

Once you’ve saved the selected changes use the Related Links on the top right to navigate back to the user. 

You should now see the CTI Route Point device in the Controlled Devices section. 

Scroll down in the End user Configurations to the Directory Number Associations section and choose the Route point in the IPCC Extension field. 

Save your changes.

Finding out what Application User CUCM is using to communicate with the UCCX.

CUCM uses an Application user to communicate and pass user information to your UCCX. We need to add our new device to this Application User for it to propagate to the UCCX as an Agent device. Normally the Application user contains the name JTAPI but not always. The following steps walk through how to determine what application user UCCX is using. 

Log into your UCCX Administrator interface.

Navigate to the System menu and select Cisco Unified CM Configurations. 

Scroll to the bottom of the page to the RmCm Subsystem – RmCm Provider Configurations and the User ID field will tell you which application user in Call Manager to add the new device too. 

Adding the new Device to the Application user. 

In your Call Manager navigate to the User Management menu and select Application User.

Find and edit the Application user identified in the previous step.

Scroll down to the Device Information section and associate the CTI Route point device you created earlier to this application user by clicking the Device Association button.  

In the User Device Association screen search for the route point you created in the previous step and select it then click the Save Selected/Changes button. 

Once you’ve saved the selected changes use the Related Links on the top right to navigate back to the Application User. 

You should now see the Route Point in the Controlled Devices section. 

Click Save to save your changes. 

Configuring the UCCX User with the proper Capabilities.

Variphy will communicate with your UCCX using a UCCX user that has Agent and Administrative capabilities only. The purpose of this user is to pull real time Agent information and custom Not Ready reasons. 

Log into your UCCX Administration Pages. 

Navigate to the Tools > User Management > User View menu.

Search for the end user you created in the Call manager End User database and edit the user.

  • This is not the Route Point you created; this is the End user that you added a password to in the CUCM End User database. 

Once in the User Configuration screen move the Administrator capability from the right to the left to give the user Administrator capabilities

  • The user should already have the Agent capability. 

Click Update to update the user. 

Adding the Finesse User to Variphy.

Once you have created the User in UCCX with Agent and Administrator capabilities only we need to add that user to Variphy. 

Log into the Variphy Interface.

Navigate to the Gear at the top right and select UCCX.

Edit the UCCX configuration and scroll to the bottom and add the User  and Password for the CUCM\UCCX user you created. 

  • This is the same UserID and Password you created in the Call Manager End User configurations page.

Click Save to save your changes.  

Updated on October 16, 2020

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