The differences mentioned below are generic differences between CAD and Finesse.

Most of the differences are not applicable to Epcor as they dont exist today as a
feature in CAD.
1. Agent-to-Agent Chat
a. CAD comes with the capability for Agents to chat between themselves.
This feature of Agent-to-Agent chat is not available with Finesse.
2. Workflow events Macros
a. This is a feature that allows CAD to invoke certain actions based on an
incoming call. Like a pop up. This feature is replaced by Workflows in
Finesse. More advanced features that require customization could be
achieved using Gadgets.
3. Blind Transfer
a. This feature allows a CAD based agent to transfer a call to another
destination without knowing if the end destination is available or not.
This feature is replaced by Consult Transfer in Finesse to ensure
customer calls are not disconnected abruptly.
4. On-Demand Call Recording
a. This feature allowed agents to record calls. This is replaced by
automatic call recording that can be invoked from Finesse using
workflows.
5. State Transition : Ready to Logout / Talking to Logout
a. CAD allowed agents to logout from any state. But in Finesse, Agents
should go to Not Ready state before they can Logout
6. Call by Call wrap-up Optional wrap-up
a. CAD allowed agents to decide whether to wrap-up a call or not. In
Finesse it is based on the team configuration. If the agent is configured
for Wrap-up, he/ she needs to wrap-up without fail.
7. Pending state Indicator
a. With Cisco Agent Desktop, when the agent is talking, the agent sees a
Pending state indicator that shows the next state. This may be Ready,
Not Ready, or Work, depending on the system configuration. With Cisco
Finesse software, there is no Pending state indicator.8.
Dynamic
Team updates
8. Workflow Groups This is read directly by Finesse from UCCX. Team based
a. In CAD, the administrator had to create the mapping between Agents,
Reason Codes etc. In Finesse, it happens automatically because it
reads them from Team Configuration data
9. Wrap-up call can be wrapped up while talking / monitoring
a. In CAD, the agent gets to wrap-up a call only after the call ends. In
case of Finesse, Agent can wrap-up a call even while talking.
10. Silent Monitoring BiB based
a. CAD performs silent monitoring using Network based SPAN or desktop
recording. With Finesse, Silent Monitoring is performed using Built-InBridge available with IP Phones.
11. When Agent is on a direct call, state is Off-Hook in CAD but Not Ready in
Finesse. Silent Monitoring cannot be done for a direct call.

a. CAD allowed supervisors to monitor Agents NON-ACD personal calls.

With Finesse, Supervisors can silently monitor ACD/UCCX calls only.
12. If Primary Finesse is down (In Case of HA), configuration cannot be updated /
changed
a. This is specific to Finesse that is deployed in High Availability mode.
When the primary Finesse is down, all functionalities are provided by
Secondary Finesse but no configuration changes can be made till the
primary Finesse is online again.
13. No Recent Call List / Personal Phonebook Not available with Finesse
a. CAD provided a feature called Recent Call List. With Finesse, it is
replaced by Phone Book, that is configured by the administrator
14. Global Phone book / Team Phone book Created by system Administrator
a. This is similar to the above
15. CAD / CSD real-time reports are changed to CUIC Live Data gadgets in
Finesse
a. The Real-time reports that are available with CAD are replaced by CUIC
Live Data reports.
16. Migration utilities are not available
a. This is specific to UCCX administrator and not applicable to Agents /
Customers
17. Finesse and CAD can operate Simultaneously (Mixed Mode Support)
a. This is a feature available with a different version of UCCX. Epcor UCCX
is version 11 and Finesse is the only supported Agent desktop.