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vendors:cisco:uc:ece [2019/09/09 22:26]
gerardorourke [PCCE CCE Admin - ECE Gadget Rendering Issues]
vendors:cisco:uc:ece [2020/01/10 14:11] (current)
gerardorourke [Enable Pick Pull While In Not Ready]
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 ===== Install / Config Tips ===== ===== Install / Config Tips =====
 ====PCCE CCE Admin - ECE Gadget Rendering Issues ==== ====PCCE CCE Admin - ECE Gadget Rendering Issues ====
-  ​* CCE Admin tomcat server accesses the ECE Gadget from the ECE Web server using HTTPS. If the Tomcat does not have the CA Certification,​ TLS fails to establish and you will not be able to view the ECE Admin Gadget within CCE Admin. Hence you need to add the ECE cert (or CA cert) into the Java CA keystore on the CCE Admin Tomcat **Servers** (AW-HDS-DDS) + 
-  * Use KeyStore Explorer (run as admin) to import CA to CA keystore (keystore is located here: C:\Program Files (x86)\Java\jre1.8.0_181\lib\security) - (the default keystore password is '​changeit'​) +  ​The CCE Admin tomcat server accesses the ECE Gadget from the ECE Web server using HTTPS. If the Tomcat does not have the CA Certification,​ TLS fails to establish and you will not be able to view the ECE Admin Gadget within CCE Admin. Hence you need to add the ECE Web cert (or if signed by a CA / Intermediate ​cert, you would add the CA root and intermediary certs) into the CCE Java CA keystore on the CCE Admin Tomcat **Servers** (AW-HDS-DDS) 
-  * Make sure the Web server ​URL or Load Balancer URL is set in the ECE config (also available on PCCE Admin ECE Gadget) +    * Use KeyStore Explorer (run as admin) to import CA to CA keystore (keystore is located here: C:\Program Files (x86)\Java\jre1.8.0_181\lib\security) - (the default keystore password is '​changeit'​). Run keystore as an admin and make sure to save the file after importing the trusted certs. 
-  * The account you use to login with must have its LDAP '​userPrincipalName'​ attribute set. This is not an absolute requirement on AD but is usually set. It can be corrected in AD user account ​by making sure logon Name is set+  * Make sure the ECE Web server ​FQDN is set in the ECE config (also available on PCCE Admin ECE Gadget) 
 +    * **C:​\ECE\eService\templates\finesse\gadget\spog\spog_config.js** - uses the FQDN for web_server_name (Otherwise you will get a cert error) 
 +    * Note - also do this for the Agent Gadget config file - **C:​\ECE\eService\templates\finesse\gadget\agent\ece_config.js** 
 +  * The account you use to login into CCE GUI must have its LDAP '​userPrincipalName'​ attribute set, as ECE looks up this attribute to search for the account ​via LDAP (see next LDAP setup).
 {{:​vendors:​cisco:​uc:​logonname.png?​400|}} {{:​vendors:​cisco:​uc:​logonname.png?​400|}}
-  * Configure ECE SSO Partition Admin setup as per below. If you want to use SSL for LDAP (which you should), the ECE server verifies the cert of the LDAP server - I have a keystore file that contains the LDAP server certs or the CA cert that signed them on the ECE Server, updated it to contain the Private CA cert using KeyStore Explorer ​+  * Configure ECE SSO **Partition Admin** setup is configured similar to below. This is needed even if you do NOT use SSO. This is required for the PCCE ECE gadget to work. If you want to use SSL for LDAP (which you should), the ECE server verifies the cert of the LDAP server - I have a keystore file that contains the LDAP server certs or the CA cert that signed them on the ECE Server, updated it to contain the Private CA cert using KeyStore Explorer ​ 
 +  * Review the ECE Application logs to see any errors if this is not working correctly. 
 +    * Note if you get the following error then reconfigure the LDAP integration to use Global Catalog port 3268 or 3269 (SSL) 
 +<​code>​ 
 +Exception in LDAP authentication ​ <@>  
 +javax.naming.PartialResultException:​ Unprocessed Continuation Reference(s);​ remaining name '​DC=example,​DC=com'​ 
 +</​code>​ 
 +  * Note - if you want to use SSL for your LDAP lookup (recommended) do not use the certca store located in C:​\ECE\jdk\lib\security - it seems to get overwritten,​ so i copied the cacert file and updated it with the CA certs for the LDAP servers and stored it in a different location as per screen shot below.
 {{:​vendors:​cisco:​uc:​ece-paritionadmin-ssl.jpg?​800|}} {{:​vendors:​cisco:​uc:​ece-paritionadmin-ssl.jpg?​800|}}
  
 {{:​vendors:​cisco:​uc:​ece-webserver-inventory.jpg?​400|}} {{:​vendors:​cisco:​uc:​ece-webserver-inventory.jpg?​400|}}
  
-====Enable Pick Pull While In Not Ready====+ 
 +==== Pick / Pull Emails in ECE ==== 
 +===Enable Pick Pull While In Not Ready===
 To Enable Pick Pull While In Not Ready you need to set the below registry key to "​1"​ on the UCCE Router To Enable Pick Pull While In Not Ready you need to set the below registry key to "​1"​ on the UCCE Router
 <​code>​ <​code>​
Line 45: Line 57:
 "​EnablePickPullWhileInNotReady"​=dword:​00000001 "​EnablePickPullWhileInNotReady"​=dword:​00000001
 </​code>​ </​code>​
 +
 +Note - to be able to search from a specific Queue - you must assign the relevant Skillgroup to the ECE Queue\\
 +  * Chat and Email Gadget -> Department -> Business Rules: Queues. ​
 +  * Select Queue and assign relevant SG on the "Skill Groups"​ tab
 +
 +=== Pull Emails ====
 +
 +You need to select which Queues you want to pull from when not Ready.
 +Select Options and then select the queues as per below:
 +
 +{{:​vendors:​cisco:​uc:​ece_pull.png?​400|}}
 +
  
 ====Outbound ECE Emails==== ====Outbound ECE Emails====