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Frequently Asked Questions

1. How can we connect third party applications?

Finesse Unified Agent Desktop is built on Java platform that provides it freedom to connect with any system that has open connectivity. As long as API and third party system accepts incoming connections, it can integrate. In scenarios where host system is open to be connected and Finesse Unified Agent Desktop doesn’t have pre built adapters then through standard Java customizations, integrations are done.

2. Does FUAD requires a separate server?

Yes, Finesse Unified Agent Desktop requires a 1 separate server, an additional server will be required for running in HA mode.

3. Does FUAD server supports virtualization?

Yes.

4. Does FUAD requires a Database?

No, FUAD’s default installation doesn’t require a database. However database is required on the basis of gadgets that needs to be configured.

5. Can we use Finesse Unified Agent Desktop with finesse?

Yes, you can use Finesse Unified Agent Desktop as a gadget in Cisco Finesse

6. If we decide to upgrade to new version of telephony or any third party application what needs to happen in FUAD? Is there any extra involved?

As far as customer is covered under annual maintenance contract all the upgrades and maintenance are free from the products perspective

7. Can we connect to any databases directly?

Yes you can connect with any database directly that supports JDBC/ODBC driver, we need DB driver class and DB URL to create a DB connector for the same. We have some predefined datasources given below:-

  • Oracle
  • MS SQL
  • My SQL
  • SQL Lite
  • PosGres
  • Informix

8. What are default modules available? What are the other modules available?

  • CTI Bar
  • Customer Information
  • Last X calls (Requires DB)

Other available modules include:

  • Ticketing (Requires DB)
  • Supervisor(Requires DB)
  • Chats(Requires DB)

9. What are the scalable options available?

FUAD supports both horizontal and vertical scalability.

10. How many projects/ screens can we create in Finesse Unified Agent Desktop?

The user can create any no. of screens using Finesse Unified Agent Desktop, there is no limit to it.

11. On which server Finesse Unified Agent Desktop works?

It works on Windows Server 2012 Standard and above

12. Can Finesse Unified Agent Desktop work on Linux?

No, not on the current version.

13. How does HA and Load balancing works in Finesse Unified Agent Desktop?

  • Initial client request goes to a domain name that will have 2 or more FUAD server IPs mapped. DNS mapping will send all requests to Primary Server. The Apache (load balancer) is configured with multiple Tomcats and balances the load between FUAD application servers in round robin fashion among them.
  • If Primary Server is down then DNS server will send the request to secondary FUAD server that will do the load balancing.
  • Once the page is loaded and a failover is required then it’s handled by the FUAD client application.

14. Does Finesse Unified Agent Desktop provides load balancer?

Unified Agent Desktop comes with preconfigured Apache web server that does the load balancing.

15. What are the bare minimum hardware requirements?

  • For standard installation we need a server configuration of 4 core and 8 GB RAM for 200 users and 5 concurrent services.
  • FUAD’s hardware server sizing is done on the basis of number of concurrent agents and concurrent services. Concurrent services is considered as number of concurrent request-response that is generated from gadget. For example: On a call arrival, 5 backend services are called to load the customer information, so this becomes 5 Concurrent services which will request response from server by every agent for every call.

16. Does Finesse Unified Agent Desktop works on SSL?

Yes it works on SSL. We request end customer to provide the CSR to create their SSL certificate. Also the application can be signed from Verisign

17. Does Finesse Unified Agent Desktop runs on Citrix client?

Yes.

18. Can Finesse Unified Agent Desktop have support for multiple backend systems?

Yes, it supports multiple backend systems by integrating with them using Web Services, API or database access.

19. What is Finesse Unified Agent Desktop designer?

It is a desktop designer to create the GUI for agent/ client desktop. It is an innovative model lets users customize their forms and screens to suit individual process level preferences, professional needs and company parameters to a degree never delivered before. Put differently, users can now line up all the information they need on the job how, when and where they want it

20. Is Finesse Unified Agent Desktop a thick client or thin client?

It is a thin client, web based application (works only on Internet explorer). Thus, the user can connect from anywhere in the work place within the network

21. What types of components you support in Finesse Unified Agent Desktop?

There are various components that FUAD support. A few of them are mentioned below:

  • For Frames:
    • Dashlets
    • Tab Frame
    • Module
    • Scrollable Module
    • Repeater
  • For data inputs:
    • Text input
    • Text area
    • Text Editor
    • Combo box
    • Label
    • List
    • Data grid
    • Advances Data grid
    • Paging Grid
    • Button
    • Check box
    • Radio button
    • Image
    • Tree
    • Timer
  • For uploading files:
    • File upload
    • SWF loader
    • Object viewer
    • XML reference
  • CTI bar – With all the standard telephony options: Ready/ Not Ready, Answer, Make Call, Release, hold, transfer, etc.

22. Does Finesse Unified Agent Desktop support languages other than English?

We support both RTL and LTR languages and the application can support multiple languages too.

23. What are the different backend systems where FUAD has done integration in past?

  • Some of the backend systems are as mentioned below:-
    • Web Services
    • MQ Series.
    • Tibco.
    • RDBMS
    • JMS
    • HTTP
    • Raw TCP Sockets
    • Excel files.
    • Main Frame
  • FUAD is built on Java platform that provides it freedom to connect with any system that has open connectivity. As long as API’s and third party system accepts incoming connections, FUAD can integrate.

24. Can we show statistics in Finesse Unified Agent Desktop?

Yes we can show all the statistics coming from Finesse server. And also if required a custom gadget can be prepared that can dip inside various real time databases and bring statistics.

25. Do we get detailed audit trails?

This can be configured on request.

26. What are the security vulnerabilities for which Finesse Unified Agent Desktop is tested?

  • Cross frame scripting or clickjacking attack: Exploit
  • Application reveals software information and corresponding versions being used on application server providing a launch pad to attacker to launch further attacks: Best Practice
  • Encryption on sensitive data: Exploit
  • Malicious Script Execution: Exploit
  • Session Management: Best Practice
  • SQL Injection: Exploit
  • Authorisation Weakness: Best Practice
  • Audit logs: Best Practice

27. How much time does it take to create a single service in Finesse Unified Agent Desktop?

Approx. it takes 2-3 Man-days effort to create a single service but again it may vary for different third party applications.

28. What are bandwidth requirements for FUAD?

Bandwidth is required for connection between agent desktop and FUAD server. It depends on no. of agents and No. of concurrent services. For instance for 100 agents using 5 concurrent services the bandwidth required:

  • Total bandwidth required when all the agents login concurrently – 5 Mbps
  • Bandwidth required per agent – 0.05 Mbps

Note: For FUAD, above mentioned bandwidth calculations doesn’t include the bandwidth of Cisco Finesse and bandwidth of telephony. This is purely for FUAD only.

29. What is required to integrate with third party applications?

  • FUAD is built on Java platform that provides it freedom to connect with any system that has open connectivity. As long as API’s and third party system accepts incoming connections, FUAD can integrate.
  • In scenarios where host system is open to be connected and FUAD doesn’t have pre built adapters then through standard Java customizations integrations are done.

30. How TP applications does exposes their data to Finesse Unified Agent Desktop?

  • Third Party applications can expose their data to FUAD with as long as they have freedom to connect on Java platform as long as API’s and third party system accepts incoming connections.
  • To name a few we have following integrations:
    • Web Services
    • Rest Services
    • Database integration
    • MQ Services
    • SAP RFCs
    • Socket Programming
    • SOAP Web services

31. Does FUAD stores any of customer’s data on its systems?

At no stage FUAD stores customer data on its servers.

32. How frequently data can be sourced from TPA to Finesse Unified Agent Desktop?

The data can be sourced in real time with third party applications.

33. Do we need to be dependent on NV for customisation or adding a module in the product?

  • Using a designer the user/ customer is free to make the changes and amendments at any time in the application.
  • However, NovelVox can also do the customisation or adding a module and will charge on the basis of man-days effort.

34. Is Finesse Unified Agent Desktop CRM?

No, Finesse Unified Agent Desktop is not CRM. But every screen element created with the Finesse Unified Agent Desktop is configurable, including changes to colours, legends, backgrounds, etc.

35. Can Finesse Unified Agent Desktop work as light weight in house - CRM?

NovelVox can create gadget applications with complete backend systems.
Please contact NovelVox pre-sales team for more details