Cisco Finesse

Introduction

This document describes how to set up a secure FTP (SFTP) server as a Cisco Finesse server. It also describes back up, upgrade, and troubleshooting procedures.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• SFTP server
• Command-line interface (CLI) for the Cisco Unified Voice Operating System (VOS) platform

Components Used

The information in this document is based on these software and hardware versions:

• Cisco Finesse Software, Version 9.1(1)
• freeFTPd SFTP server

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Configure

Set Up SFTP Server

This procedure describes how to use freeFTPd in order to create a user and how to set up, start, and confirm SFTP.

1. Under freeFTPd Settings, navigate to User properties, create an SFTP user, and select Password Stored as SHA1 hash as the Authorization method.
   
   
   
   
2. Under freeFTPd Settings, navigate to the SFTP section, and select the active network interface card (NIC) on the workstation where SFTP is installed.
   
   
3. Ensure the SFTP root directory is set to default.
   
   
   
   Once the SFTP process starts, it creates another folder with the name of the account under the path c:\Program Files\freeFTPd\sftproot. By default, that folder becomes the root folder for that specific account.
   
   
4. Start SFTP, and confirm that the server is running.
   
   

Back Up

As Finesse is installed on the VOS platform, it takes advantage of the Disaster Recovery System (DRS), a backup and resource tool provided by the Cisco Unified Communications Platform.

Note: You can access the DRS application on the Finesse server at the URL https://<Finesse Server IP>:8443/drf. You need administrator user account credentails in order to log in to the backup/restore page.

This procedure describes how to add a backup device, to start and monitor a backup, and to locate the backup data.

1. Provide the IP address of the workstation where the SFTP server is running; the username and password are the ones defined during SFTP setup.
   
   
2. Define the path name as '.' for the root folder. If you provide the full path, the SFTP does not connect to the DRS application.
   
   
   
   
3. Start the backup from the backup page. You can check progress and collect logs from the GUI.
   
   
   
   
4. When the backup is complete, the data is stored under the root folder.

Note: Perform the backup process during off production hours. The DRS backup is designed to stop the OPENFIRE process, which causes an agent to log out. See Cisco bug ID CSCuf51868, "DRS backup causes Finesse failover."

Upgrade

Note: Use the Command Lookup Tool (registered customers only) in order to obtain more information on the commands used in this section.

This procedure describes how to upgrade Finesse.

1. At the CLI command prompt, enter the utils system upgrade initiate command in order to upgrade Finesse, then complete the SFTP details. Make sure the path is only '.'
   
   
   
   
2. After the upgrade and switch version are completed, disable the Cisco Security Agent (CSA) at the CLI command prompt.

Note: You can use the GUI in order to perform an upgrade through the URL https://<YourFinesseServer>/cmplatform, but this is not supported. During the upgrade, the Tomcat service goes down, which causes the GUI to stop its updates of the upgrade progress. Internally, the upgrade continues without any issue.

Verify

There is currently no verification procedure available for this configuration.

Troubleshoot

This section provides information you can use to troubleshoot your configuration.

Note: The Output Interpreter Tool (registered customers only) supports certain show commands. Use the Output Interpreter Tool in order to view an analysis of show command output.

If the upgrade or switch version fails, you can run logs and gather information on the CLI in order to troubleshoot the issue:

admin: show version active
admin: show version inactive
admin: file get install desktop-install.log
admin: file get install install.log

On occasion, after an upgrade from Cisco Finesse Release 8.5(3) to 9.0(1), the switch version fails with the error:

0000000014: 10.168.148.18: Mar 23 2013 16:47:31.640 +0000: CCBU_main-3-EXCEPTION 
   %[exception_id=java.lang.IllegalStateException: DBState is not new or 
   migrated]: An exception occured ; If this problem persists, Cisco TAC should 
   be contacted. 

This might be due to data corruption. The workaround is to install 9.x directly.