Call Recording Gadget integration in Cisco Finesse web client

Applies to:

IAS Version 2022.3.1 or newer

Cisco Finesse Version 10.6 or newer

Description:

This article describes how the Imagicle Call Recording solution can be implemented in a Cisco UCCX-based Contact Center, where the Cisco Finesse web client is used as the agent's bar.

Moreover, we describe how to integrate a generic contact center environment, where operators are equipped with CTI-enabled Cisco IP Phones and Finesse or other third-party, web-enabled CRM/ERP applications/agents' bars.

Requirements:

• Imagicle UC Suite Server must be reachable through a FQDN
• The UCCX/UCCE and the Imagicle UC Suite servers must be on the same site. This means that the domain’s name’s suffix must be the same. For example, if the UCCX/UCCE’s domain is uccx.mycustomer.com, the Imagicle server’s domain must be ucs.mycustomer.com and not     ucs.notmycustomer.com. If the UCCX/UCCE and the Imagicle servers don’t respect this rule, the authentication of the Call Recording gadget won't properly work.
• must be accessible via HTTPS, using a trusted certificate.

Enabling Imagicle gadget on Finesse web client

Application and Scope

Imagicle Call Recording is a solution that allows the recording of phone conversations using always-on or on-demand mode, with the option to temporarily pause and resume the current recording.

When a Cisco UCCX contact center solution is in place, relevant operators/agents often need access to the above feature.

The integration of the Imagicle Call Recording gadget into Finesse allows users to trigger the recording, pause/resume it, and browse their own audio recordings directly within the Finesse web client.

Digital Certificate creation and upload

• Create a certificate for Imagicle UC Suite IIS having the Imagicle server FQDN both in the subject (CN) and in the SAN (Subject Alternative Names) attributes. You can either generate:
  • A trusted certificate generated by a CA. This is the recommended option.
  • A self-signed certificate (see here for basic instructions). This is not recommended.
• Ensure IIS applies a new certificate for HTTPS on port 443.
• Export Imagicle certificate from IIS by following the below procedure:
  • From Start menu, type and then execute Run.
  • In Run popup, type mmc and click OK.
  • In the User Account Control window, click Yes to allow the Microsoft Management Console to apply changes to the computer.
  • In the Console window, from top menu, click File ⇒ Add/Remove Snap-in.
  • In the Add or Remove Snap-ins window, under Available snap-ins (left side), click Certificates and then, click Add.

• In the Certificates snap-in window, select Computer account and then click Next.

• In Select Computer window, select Local computer: (computer this console is running on), and then click Finish.

• In the Add or Remove Snap-ins window, click OK.
• In the Console window, Console Root section, expand Certificates (Local Computer), expand the folder that contains the certificate that you want to export/back up and then click the associated Certificates folder. Your certificate will be in Personal folder.

• In the center section, right-click on the certificate that you want to export/back up and then click All Tasks ⇒ Export to open the Certificate Export Wizard.
• On the Welcome to the Certificate Export Wizard page, click Next.
• On the Export Private Key page, select No, do not export the private key, and then click Next.
• On the Export File Format page, select Base-64 encoded X.509 and then click Next
• Select the path and assign a name to the certificate you are going to export, and then hit Next
• Click on Finish

• Import the exported certificate certificate into UCCX to ensure the Imagicle server is trusted.
  • If using a trusted certificate, upload the CA certificate chain into “tomcat trust” certificate repository (maybe already present) and then restart Tomcat service.
  •  If using a Self-signed certificate, upload such certificate into “tomcat trust” certificate    repository and then restart Tomcat service.
• Please refer to Cisco documentation for details of this step.

Finesse Gadget Provisioning

This KB includes (at the end of this page) Imagicle Gadget for Finesse XML files. Please select the one related to your Finesse client version.

Edit the XML file and replace the <IMAGICLE_SERVER> occurrence with the actual Imagicle server’s FQDN. See below:
src="https://<IMAGICLE_SERVER>/jabber/callrecording?AppMode=Finesse"></iframe>

Example:

Please copy the amended “ImagicleCallRecorderGadget-vxx.xml” file to UCCX into /3rdpartygadget/files/ folder, as described into Cisco guide for 3^rd party gadgets, and follow this other guide to configure the IIS security content

How to embed Imagicle web pages into 3rd party apps

Change “Desktop Layout” as explained below:

Login to the Cisco Finesse Administration portal, select “Desktop Layout” and amend it as below explained:
There are 2 different "roles" in the xml configuration (Agent and Supervisor), keep in mind to configure both if needed

Inside the <tab> tag, add the following instructions:

<tab>
    <id>ImagicleCallRec</id>
    <label>finesse.container.tabs.supervisor.manageRecordingsLabel</label>
    <columns>
        <column>
            <gadgets>
                <gadget>/3rdpartygadget/files/ImagicleCallRecorderGadget-v11-12-v2.xml</gadget>
            </gadgets>
        </column>
    </columns>
</tab>

Please restart Finesse Tomcat service.

On Imagicle UC Suite server, go to Control Panel ⇒ Internet Options ⇒ Security ⇒ Trusted sites, and add the following entry, specifying the correct Imagicle FQDN name:

• https://<UCS_FQDN>
• https://<UCCX_FQDN>

Only if using a self-signed certificate: in order to avoid the Finesse end-users having annoying certificate validity warnings, import the Imagicle UC Suite self-signed certificate into each Finesse user PC using the Windows certificate snap-in (certmgr.msc). The certificate must be imported into the Trusted Root Certification Authorities\Certificates folder of the PC. You can also push such certificates to all PCs using the Windows domain group policy mechanism.
The Gadget is then available to Finesse users under the “Manage Recordings” tab.
Users should log in with their own Imagicle Server credentials. After login, the list of recordings appears, together with start/stop and pause/resume recording buttons. See screenshot below:

Troubleshooting

Please make sure that your Cisco domains are added in Imagicle UCX Suite IIS trusted sources, otherwise the Imagicle gadget doesn't work and you get an error message as below sample:

More details are available here.