Cisco Finesse DesktopInterface – Agent View

Sign In Screen

Open a web browser and navigate to Note:Internet Explorer and Firefox are fully supported by Cisco for the version of Finesse UCCS is running; other browsers may work but are not supported.

Enter your UCCS username into the ID field and your password into the Password field. Your Extension is your UCCX extension (20xxx number). All three fields are required. Click on Sign In to complete the process.

If you use Extension Mobility, you will need to sign into your phone first before signing into Finesse.

State Change and Sign Out

Your initial state upon log-in is “Not Ready”. Your role as “Agent”, name, username, extension, status, and a status timer are at the top left. Sign Out is on the top right – you can only sign out if you are in the “Not Ready” state unless your supervisor signs you out. DonotcloseyourbrowsertosignoutoftheFinessedesktop.Finessecantakeupto120secondstodetect that your browser closed and an additional 60 seconds to sign you out. Finesse may continue to route contacts to you during thistime. This information is available regardless of the tab you are on.

State is changed from the drop-down menu – select “Ready” to begin taking calls.

HomeTab

Two reports are available from the Hometab:

  • Agent CSQ Statistics Report shows all queues you can take calls from, along with the number of calls in the queue and how long the oldest call has been waiting for.
  • Agent Team Summary Report shows all Agents who are logged in who are on your team and their status. Agents who are on your team may or may not be able to take the same calls as you can.

My Statistics Tab

Two reports are available from the My Statisticstab:

  • Agent Statistics Report shows your call statistics for the day since midnight.
  • Agent State Log Report shows your state change log for the day since midnight.

Manage Call Tab – Call Control Gadget

The Manage Call tab contains just the Call Control gadget, which appears on all tabs.

State of Call Control gadget when in “Not Ready” state.

State of Call Control gadget if Make a New Call is clicked on. Phone Book information is controlled by your administrator.

State of Call Control gadget when in “Ready” state.

State of Call Control gadget when in “Reserved” state. At this stage of a call, Call Variable 1 shows a special number (1xxxx) plus the phone number of the incoming call. In this particular situation, the caller is another Finesse user who is currently signed in – the system is showing their UCCX number (20xxx) followed by their primary extension.

Answer is available at this stage on the right-hand side. Answering the call this way will initiate the speakerphone mode on your phone. If you use a headset, the call might go to your headset instead.

State of Call Control gadget when in “Talking” state.At this stage, Call Variable 1 only shows the caller’s phone number. In this particular situation, the caller is a normal on-campus caller, so only the extension they are calling from is shown.

The additional Call Variables may or may not be populated during a call depending on administrative settings.

Keypad, Hold, Consult, and End are available during a call.

  • Keypad can be used if you need to enter digits during a call;for example, if listening to a menu.
  • Hold will put the current call on hold.
  • Consult allows you to call another person to consult with during a call.
  • Endwill end the call.

These features can also be accomplished by using the features of your phone. Additionally, Blind Transfer can only be accomplished by using your phone’s Transfer soft key (Trnsfer)– transferring without first initiating a Consult call is not available through Finesse.

Finesse DesktopFailover

If the Finesse server that you are currentlysignedintogoesoutofservice,abannerappearsatthetopofthedesktopthatnotifiesyouthatthe desktop lost connection to theserver.

The Finesse desktop checks for thefollowing:

•Whether the current Finesse server recovers itsstate

•Whether the alternate Finesse server isavailable

IfthecurrentFinesseserverrecovers,thedesktopisreconnected.Abannerappearsthatnotifiesyouthatyou havesuccessfullyreconnected.IfthecurrentFinesseserverdoesnotrecoverbutthealternateserverisavailable, your desktop redirects to the alternate server and automatically signs youin.

OneDesktopSessionSupportedPerAgent

Cisco Finesse supports only one desktop session at a time for each agent. If an agent signs in to the Finesse desktopandthentriestosignintoaseconddesktopsessioninanotherbrowserwindoworonanothercomputer, on the same Finesse server, Finesse signs the agent out of the first desktopsession.