The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
This chapter describes common tasks that agents and supervisors perform. These tasks include signing in and signing out of the desktop, changing your state, selecting reason codes and wrap-up reasons, and call control tasks.
To ensure that all features of the Cisco Finesse agent and supervisor desktop work properly, you must disable popup blockers from the supported browsers. For the list of supported browsers, see the Unified CCE Compatibility Matrix.
The administrator can set up custom security banner message and custom logon message for Finesse Desktop users. Both the message types can be configured at the same time. The custom logon message can be used to configure the logon banner commonly across all processes that support the feature.
 Note |
This feature custom logon message is available only for CCX deployment. |
If your administrator has defined a custom security banner message, the message is displayed at the bottom of the Finesse desktop Sign In page. If your administrator has defined a custom logon message, the message is displayed in a pop-up dialog box after you click Sign In. You must acknowledge the custom logon message to sign in.
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Step 1 |
In the address bar of your browser, enter https://FQDN of Finesse Server: 8445/desktop, where FQDN of Finesse Server is the fully qualified domain name of the Cisco Finesse server. |
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Step 2 |
If your contact center has installed a language pack for Cisco Finesse, on first login, a language selector screen appears on the desktop. From the language selector drop-down, choose the language that you want to appear on the desktop. Click Next.
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Step 3 |
In the Username field, enter your Agent ID or user ID.
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Step 4 |
In the Password field, enter your password. |
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Step 5 |
In the Extension field, enter the extension of your phone. |
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Step 6 |
Click Sign In.
You are signed in to the Cisco Finesse desktop and your status is set to Not Ready. On clicking the user options on the top right corner, your role (agent or supervisor), agent name, agent ID, extension, and mobile number appear in the drop-down.
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Cisco Finesse supports custom logon message for Finesse desktop users. For more information on custom messages see the .
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Step 1 |
In the address bar of your browser, enter https://FQDN of Finesse Server: 8445/desktop, where FQDN of Finesse Server is the fully qualified domain name of the Cisco Finesse server. |
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Step 2 |
If your contact center has installed a language pack for Cisco Finesse, on first sign-in, a Language Selector screen appears on the desktop. From the language selector drop-down, choose the language that you want to appear on the desktop. Click Next.
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Step 3 |
On the IdP page, enter Username and Password, and click Sign in.
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Step 4 |
In the Extension field, enter your extension and click Submit.
You are signed in to the Cisco Finesse desktop and your status is set to Not Ready. On clicking the user options on the top right corner, your role (agent or supervisor), agent name, agent ID, extension, and mobile number appear in the drop-down.
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Step 1 |
In the address bar of your browser, enter https://FQDN of Finesse Server:8445/desktop, where FQDN of Finesse Server is the fully qualified domain name of the Cisco Finesse server. |
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Step 2 |
If your contact center has installed a language pack for Cisco Finesse, on first login, a Language Selector screen appears on the desktop. From the language selector drop-down, choose the language that you want to appear on the desktop and click Next.
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Step 3 |
In non-SSO mode, enter Username, Password and Extension on the Cisco Finesse login page. Click Sign In. |
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Step 4 |
In SSO mode, you are re-directed to the IdP page. Enter Username, Password and click Sign in on the IdP page. You are re-directed to Cisco Finesse login page
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Step 5 |
In Hybrid mode, enter Username (AWDB) and click Next on the Cisco Finesse identity page. You are re-directed to IdP page. |
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Step 6 |
To change the language that appears on your desktop, use the Change the Language link. On the language selector screen, choose the language. You are signed in to the Cisco Finesse desktop and your status is set to Not Ready. On clicking the user options on the top right corner, your role (agent or supervisor), agent name, agent ID, extension, and mobile number appear in the drop-down.
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If directed by your administrator, you can sign in to Finesse using an IPv6-only client. In this case, include the appropriate HTTPS port in the sign-in URL in Step 1 of the preceding procedure.
For secure access using HTTPS, enter:
https://<FQDN>:8445/desktop
The remaining steps of the sign-in procedure remain the same for IPv6.
If you try to sign in to Finesse with the wrong password for five times in a row, Finesse blocks access to your account for five minutes. For security reasons, if you try to sign in again during that time, Finesse does not alert you that your account is locked. You must wait five minutes and try again. Do not attempt to sign in again when your account is locked, otherwise the lockout timer resets, and you must wait an additional five minutes.
This restriction applies regardless of how you sign in, be it on the desktop, as a mobile agent, or using the Finesse IP Phone Agent (IPPA).
When you sign in as a mobile agent, you can use any phone (home phone or mobile phone) that is accessible to the contact center phone system to receive calls.
For more information about using the mobile agent feature, see the Unified Contact Center Enterprise Features Guide.
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Step 1 |
In the address bar of your browser, enter https://FQDN of Finesse Server: 8445/desktop, where FQDN of Finesse Server is the fully qualified domain name of the Cisco Finesse server. |
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Step 2 |
In the ID, password, and Extension fields enter your username or agent ID, password, and extension. For a mobile agent, the extension represents your virtual extension, also known as the local CTI port (LPC). |
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Step 3 |
Check the Sign in as a Mobile Agent box. |
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Step 4 |
The Mode and Dial Number fields appear. From the Mode drop-down, choose the mode you want to use. Example:In Call by Call mode, your phone is dialed for each incoming call and disconnected when the call ends. In Nailed Connection mode, your phone is called when you sign in and the line stays connected through multiple customer calls. |
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Step 5 |
In the Dial Number field, enter your phone number and click Sign In.
In Nailed Connection mode, the desktop must receive and answer a setup call before sign-in is complete. You are signed into the Cisco Finesse desktop and your status is set to Not Ready. On clicking the user options on the top right corner, your role (agent or supervisor), agent name, agent ID, extension, and mobile number appear in the drop-down. |
When you select the Sign in as a Mobile Agent check box and choose a mode (Call by Call or Nailed Connection), Finesse stores a cookie in your browser that allows the browser to remember these selections. When you access the sign-in page again, the Sign in as a Mobile Agent check box and Mode are already selected. These selections persist across sign-ins, browser restarts, and failover scenarios.
However, if you access the alternate Finesse server directly and you have not signed in to this server as a mobile agent before, you must make these selections again.
Ensure that the pop-ups are enabled for the Finesse desktop.
After you enter the Finesse desktop URL in your browser, the procedure to add a certificate is as follows:
The procedure to add a certificate varies for each browser. The procedure for each browser is as follows:
Internet Explorer
Note |
If you are using a Windows client, signed in as a Windows user, you must run Internet Explorer as an administrator to install the security certificates. In your Start menu, right-click Internet Explorer and select Run as administrator. Contact your administrator if you do not have the required permissions to install the security certificates. |
A page appears that states there is a problem with the website's security certificate. Click Continue to this website (not recommended) link to open the Finesse sign in page. The Finesse sign in screen appears with a certificate error in the address bar.
Click on the certificate error that appears in the address bar and then click View Certificates.
In the Certificate dialog box, click Install Certificate to open the Certificate Import Wizard.
Select Current User to install the certificate for the current user only, or select Local Machine to install the certificate for all Windows users.
On the Certificate Import Wizard, click Next.
Select Place all certificates in the following store and click Browse.
Select Trusted Root Certification Authorities and click OK.
Click Next and then click Finish. A Security Warning dialog box appears.
Click Yes to install the certificate. The Certificate Import dialog box appears.
Click OK and close the Certificate Import dialog box.
Close the browser tab. The accepted certificate link is removed from the SSL Certificate Not Accepted dialog box.
Repeat the preceding steps for all the certificate links. After you accept all the certificates, the sign-in process is complete.
Note |
To remove the certificate error from the desktop, you must close and reopen your browser. |
Firefox
On Your connection is not secure page, click Advanced > Add Exception.
Note |
Ensure that the Permanently store this exception box is checked. |
Click Confirm Security Exception.
On the Finesse sign in page, enter your agent ID or username, password, and extension, and click Sign In.
In the SSL Certificate Not Accepted dialog box, click the certificate link. A browser tab opens for the certificate that you must accept.
On the browser tab, click I Understand the Risks > Add Exception. Ensure that the Permanently store this exception box is checked.
Click Confirm Security Exception. The browser tab closes after you accept the certificate and the accepted certificate link is removed from the SSL Certificate Not Accepted dialog box. Close the browser tab if it does not automatically close.
Repeat the preceding steps for all the certificate links. After you accept all the certificates, the sign-in process is complete.
Chrome and Edge Chromium (Microsoft Edge)
A page appears that states your connection is not private. To open the Finesse sign in page,
In Chrome, click Advanced > Proceed to <Hostname> (unsafe).
In Microsoft Edge, click Advanced > Continue to <Hostname> (unsafe).
Enter your agent ID or username, password, and extension, and then click Sign In.
In the SSL Certificate Not Accepted dialog box, click the certificate link. A browser tab opens for the certificate that you must accept.
On the browser tab,
In Chrome, click Advanced > Proceed to <Hostname> (unsafe).
In Microsoft Edge, click Advanced > Continue to <Hostname> (unsafe).
The browser tab closes after you accept the certificate and the accepted certificate link is removed from the SSL Certificate Not Accepted dialog box. Close the browser tab if it does not automatically close.
Note |
If you click the certificate link and do not accept it, the certificate link stays enabled in the SSL Certificate Not Accepted dialog box. The certificate error appears every time you sign in. The procedure to permanently accept the certificate is as follows. |
Click on the certificate error that appears in the address bar and then,
In Chrome, select Certificate (Invalid).
In Microsoft Edge, select Certificate (not valid).
The Certificate dialog box appears.
In the Details tab, click Copy to File. The Certificate Export Wizard appears.
Click Next.
Keep the default selection DER encoded binary X.509 (.CER) and click Next.
Click Browse and select the folder in which you want to save the certificate, enter a recognizable file name and click Save.
Browse to the folder where you have saved the certificate (.cer file), right-click on the file, and click Install Certificate. The Certificate Import Wizard appears.
Keep the default selection Current User and click Next.
Select Place all certificates in the following store and click Browse. The Select Certificate Store dialog box appears.
Select Trusted Root Certification Authorities and click OK.
Click Next and then click Finish. A Security Warning dialog box appears that asks if you want to install the certificate.
Click Yes. A Certificate Import dialog box that states the import was successful appears.
Close the browser and sign in to Finesse. The security error does not appear in the address bar.
The procedure to download a certificate varies for each browser. The procedure for each browser is as follows:
Chrome and Edge Chromium (Microsoft Edge)
A warning page appears which states that your connection is not private. To open the Finesse sign in page,
In Chrome, click Advanced > Proceed to <Hostname> (unsafe).
In Microsoft Edge, click Advanced > Continue to <Hostname> (unsafe).
Click on the certificate error that appears in the address bar and then,
In Chrome, select Certificate (Invalid).
In Microsoft Edge, select Certificate (Not Valid).
A certificate dialog box appears with the certificate details.
Drag the Certificate icon to the desktop.
Double-click the certificate. The Keychain Access application opens.
In the right pane of Keychains dialog, browse to the certificate, right-click on the certificate, and select Get Info from the options that are listed. A dialog appears with more information about the certificate.
Expand Trust. From the When using this certificate drop-down, select Always Trust.
Close the dialog box that has more information about the certificate. A confirmation dialog box appears.
Authenticate the modification of Keychains by providing a password.
The certificate is now trusted, and the certificate error does not appear on the address bar.
Firefox
In your Firefox browser, enter the Finesse desktop URL. A warning page appears which states that there is a security risk.
Click Advanced and then click View Certificate link. The Certificate Viewer dialog box appears.
Click Details and then click Export. Save the certificate (.crt file) in a local folder.
Note |
If .crt file option is not available, select .der option to save the certificate. |
From the menu, select Firefox > Preferences. The Preferences page is displayed.
In the left pane, select Privacy & Security.
Scroll to the Certificates section and click View Certificates .... The Certificate Manager window is displayed.
Click Import and select the certificate.
The certificate is now authorized, and the certificate error does not appear on the address bar.
The Cisco Unified Intelligence Center Live Data gadget provides reports that you can view in the Finesse desktop. If your desktop contains these reports, the first time you sign in, you may be prompted to accept security certificates.
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Step 1 |
Sign in to the Finesse desktop. The Cisco Unified Intelligence Center Live Data gadget displays a message that states Finesse is checking for connectivity. If Finesse detects any security certificates that must be accepted, a message appears that lists the certificates that you must accept to use Cisco Unified Intelligence Center.
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Step 2 |
Click OK. A new browser tab (or window, depending on your browser settings) opens for each certificate that you need to accept. The message in the gadget changes to state that to continue, accept the certificates in the opened tabs. |
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Step 3 |
If you use Internet Explorer: |
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Step 4 |
To accept the certificates in Microsoft Edge:
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Step 5 |
If you use Firefox: |
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Step 6 |
To accept the certificates in Chrome:
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Important |
Do not close your browser to sign out of the Finesse desktop. Finesse can take up to 120 seconds to detect that your browser is closed and an additional 60 seconds to sign you out. Finesse may continue to route contacts to you during this time. You cannot sign out of the Finesse desktop when your Voice or Digital Channels are in the Ready state. |
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Step 1 |
Ensure your state is set to Not Ready. Click the user options icon on the top-right corner of your screen. The Sign Out option is displayed with a drop-down list of Sign Out reason codes. |
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Step 2 |
Select the appropriate Sign Out reason code to sign out.
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Step 3 |
On the Sign Out screen, you can choose to exit the browser or click the Sign In link to be redirected to the Finesse login screen. |
When you sign in to Cisco Finesse desktop, by default your state is set to Not Ready. This is applicable to both voice and digital channels.
You can set your state to Ready or you can choose from one of the configured Not Ready reasons.
While you are on a call, chat or replying to an email, you can select and apply a state when you complete the task.
When you sign in to Cisco Finesse desktop, by default your state is set to Not Ready. To accept incoming call, you must set your state to Ready.
When you answer a call, you can change your state after you complete the call. If Wrap-Up is required, when a call ends you transition to Wrap-Up state. While in Wrap-Up state, you can complete any after call work. If Wrap-Up is optional, you can select Wrap-Up while on call to transition to Wrap-Up state when the call ends.
To end the Wrap-Up state, you must select your new state from the drop-down or wait for the preconfigured timer to expire.
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Step 1 |
Click the drop-down besides your current state. |
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Step 2 |
Select the appropriate state from the list. |
When you sign in to Cisco Finesse desktop, the default state will be Not Ready for all digital channels. However, for individual digital channels, the default state reflected is as per registration for that particular channel.
Note |
You can register and configure upto four digital channels for Unified CCE deployment. |
To change state for all digital channels:
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Step 1 |
Click the drop-down beside your current state. |
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Step 2 |
Select Ready state from the list. |
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Step 1 |
Click on the drop-down beside the configured channel. |
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Step 2 |
Select the required state from the list. |
When you receive a request for chat, email, or any digital channels that you have registered and configured, a popover notification is displayed on the Finesse desktop. Click Accept to accept the request or Reject to reject the request.
Note |
If you do not accept the request, the popover notification fades away. The duration of the notification is configured by the administrator. |
Your status must be Ready or Not Ready to make an outgoing call.
Note |
Finesse supports the use of any ASCII character when you make a call. Finesse converts letters typed into the dial pad into numbers. It does not remove non-numeric characters (including parentheses and hyphens) from phone numbers. All alphabetical and special characters from the phone numbers including #, *, +, and : is supported. |
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Step 1 |
Click the dialpad icon on the Cisco Finesse desktop. The dialer dialog containing the keypad and a list of phone contacts is displayed. Your administrator assigns the phone contacts. |
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Step 2 |
Click the contact from the list or manually enter the number into the dialpad to make a call.
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Step 3 |
To end the call, click End. |
You must be in Ready state to be available for customer calls. When a call arrives at the desktop, your state automatically changes to Reserved. A popover notification with configured customer details is displayed with the Answer button.
Note |
You can receive a direct call from another agent while you are in Not Ready or Ready state. |
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Step 1 |
Sign in to the Finesse desktop using the URL: https://FQDN of Finesse Server:8445/desktop. |
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Step 2 |
Click Answer in the notification popover. Your state changes to Talking. You are connected to the caller. The configured call variables are displayed in the call control area and can be maximized or minimized, if required. This can be done by toggling the maximize/minimize arrow or clicking on call control. If a second call arrives on the desktop, the original call's call variables display is minimized. |
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Step 3 |
To end the call, click End. Your state changes to Ready and you are available for the next incoming call. To be in Not Ready state when the call ends, click the drop-down arrow beside your state while you are on the call and choose Not Ready or Not Ready with the appropriate reason code. Your state changes to Talking->Not Ready (Pending). After the call ends, your state changes to Not Ready. |
An Outbound Option Preview call allows you to view a customer's contact information before you choose to accept or decline the call.
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Step 1 |
Ensure your state is set to Ready to receive a call. The Outbound Option Preview call arrives at the desktop as a popover with the Accept and Decline buttons.Your state changes to Reserved (Outbound). The Call Control gadget expands to show customer information. |
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Step 2 |
After you review the information, click Accept to accept the call or click Decline to decline the call. If you accept the call, the system places the call to the customer. If the attempt succeeds, you are connected to the customer. If the attempt fails, the reservation call disappears and Finesse places you in the Ready state. If you decline the call, you must choose to reject or close the contact. If you click Reject, the contact remains in the campaign to be retried at a later time. If you click Close, the contact is closed for the duration of the campaign. |
A Direct Preview Outbound call allows you to view a customer's contact information before you choose to accept or decline the call.
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Step 1 |
Ensure your state is set to Ready to receive a call. A Direct Preview Outbound call arrives at the desktop as a popover which has Accept and Decline buttons. Your state changes to Reserved (Outbound). The Call Control gadget expands to show customer information. |
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Step 2 |
After you review the information, click Accept to accept the call or click Decline to decline the call. If you accept the call, the system places the call to the customer directly from your phone. If the attempt succeeds, you are connected to the customer. If the attempt fails, Finesse places you in Ready state. If you decline the call, you must choose to reject or close the contact. If you click Reject, the contact remains in the campaign to be retried at a later time. If you click Close, the contact is closed for the duration of the campaign. |
The Reclassify button allows you to reclassify a Direct Preview Outbound call as Answering Machine, Fax, Invalid Number, or Voice. By default, a call is classified as Voice. This button is available after you accept the Direct Preview call and remains for the life of the call. This also available while you are in the Wrap-Up state. You can reclassify a call multiple times.
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Step 1 |
Answer a Direct Preview Outbound call. |
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Step 2 |
Listen to the call. If you determine the number called is busy, an answering machine, a fax, or an invalid number, click Reclassify. |
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Step 3 |
Choose the appropriate option from the resulting drop-down. |
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Step 4 |
To end the call, click End. |
If you are on an Outbound Dialer call and the customer wants to be called back at a later time, you can schedule a callback.
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Step 1 |
While you are on the call, click Callback. The Callback dialog box appears. The Current Time field contains the current time in the customer's time zone (this field is read-only). The Phone Number field contains the phone number that was dialed for this call. |
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Step 2 |
If the customer prefers to be called back at a different phone number, enter the new phone number in the Phone Number field. |
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Step 3 |
In the Date and Time fields, enter the date and time to call the customer. Type the date and time in to the respective fields or choose the date and time from the displayed calendar. You must enter the time in the customer's location (not the time in your location). You can toggle between AM or PM and click Enter.
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Step 4 |
Click Schedule. |
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Step 5 |
If you need to update the information after you schedule a callback, click Callback to re-open the Callback dialog box. |
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Step 6 |
Update the necessary fields and click Update. |
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Step 7 |
If you need to cancel the callback after you schedule it, click Callback to re-open the Callback dialog box. |
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Step 8 |
Click Cancel. A message is displayed confirming that the callback has been canceled. |
When you are on an Outbound Option call, you can schedule a customer callback at a more convenient time. Scheduled callbacks can be personal or regular, depending on the configuration of your contact center. Regular callbacks appear on your desktop in the same Outbound Option mode as the original call (for example, if the original call was a Preview call, the callback call is a Preview call).
Personal callbacks are similar to Outbound Option Preview calls but the buttons on the desktop are slightly different.
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Step 1 |
Ensure your state is set to Ready to receive a call. When an Outbound Option Personal Callback call arrives at the desktop, your state changes to Reserved (Outbound). The Call Control gadget expands to show customer information. |
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Step 2 |
After you review the information, click Accept to accept the call or click Decline, and then click Close. If you accept the call, the system places the call to the customer. If the attempt succeeds, you are connected to the customer. If the attempt fails, the reservation call disappears and Finesse places you in Ready state. If you decline the call, the contact is closed for the duration of the campaign. |
You must be on an active call to initiate a consult call.
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Step 1 |
Click Consult. The dialer dialog containing the keypad and a list of phone contacts is displayed. |
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Step 2 |
Choose the contact you want to consult from the list of contacts or enter the number into the dialpad. |
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Step 3 |
On the dialpad, click Call. The customer call is placed on hold and you are connected to the contact that you called. |
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Step 4 |
After you consult with the contact that you called, you can choose to end the consult call and retrieve the customer call, conference the customer into the consult call, or transfer the customer to the agent or supervisor that you consulted.
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This feature allows you to transfer a call without first initiating a consult call.
Note |
You must be in Talking state to initiate a transfer. If you put the call on hold, the Transfer button disappears. |
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Step 1 |
Click Direct Transfer. The dialer dialog containing the keypad and a list of phone contacts is displayed.
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Step 2 |
Choose a contact from the list or enter the number you want to call into the dialpad.
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Step 3 |
On the dialer dialog, click Direct Transfer. The call disappears from your desktop. You are now ready for the next call. |
Use this feature to send a string of dual-tone multifrequency (DTMF) digits during a call. For example, you can use this feature to interact with an interactive voice response (IVR) system to enter an account number or a password.
The Wrap-Up button and the call control buttons Hold, Transfer, Consult, and End are disabled across all calls when DTMF Keypad is opened, and until the responses to all DTMF requests are completed or have timed out. The number of outstanding requests and the timeout duration is configured by your administrator.
Note |
You must be on an active call to use this feature. |
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Step 1 |
Click Keypad. The dialer dialog containing the keypad and a list of phone contacts are displayed. |
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Step 2 |
Click the appropriate buttons on the dialpad to enter the DTMF digits. You can send the following characters as part of a DTMF string:
The characters appear in the text field above the dialpad (this text field is read-only).
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Step 3 |
Click Keypad again or click anywhere outside to close the dialpad. |
Desktop Chat interface is hosted by the Finesse browser desktop and requires a separate login. This feature provides chat functionalities required for agents and supervisors to chat with each other or with other Subject Matter Experts in the organization. Desktop Chat is available on your Finesse desktop only if the administrator has configured this feature for you.
If Cisco IM and Presence is configured with certificate which are not automatically trusted by browsers, user will be prompted to accept security certificate during sign in to the Finesse desktop. To avoid the prompts to accept certificate appearing every time, user must add the certificate to the browser trust store, or configure IM and Presence with CA-signed certificate, or push self-signed certificate through group policies in supported browsers. For more information, see Accept Security Certificates.
Note |
The supported format for Cisco IM and Presence EC certificate is imphostname-EC.domain.com. |
Desktop Chat users are identified with a unique identity which is in the form of username@FQDN.com.
The agent state in the Desktop Chat is separate from the Voice or Digital Channels state and can be controlled by the user.
The Desktop Chat state is reflected in the user's combined presence. For example, If you are logging into Desktop Chat, you are seen as available in Jabber or other connected chat tools.
While accepting the Desktop Chat certificates, if you accept one certificate and skip the rest, you will lose your Desktop Chat status during a failover. Ensure to accept all certificates to preserve the Desktop Chat login and status after a failover. Depending on the failover type, you may either lose or retain all your Desktop chat sessions.
Note |
Desktop Chat does not support Single Sign-On. It requires an explicit login for both SSO and non SSO platforms. |
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Step 1 |
In the Finesse desktop, click the Desktop Chat icon ( |
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Step 2 |
Enter your username and password in the appropriate fields and click Sign In. |
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Step 3 |
Click the certificate link. A new browser tab opens for the certificate that you must accept. A certificate error appears in the address bar.
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If you have Cisco Jabber on your desktop, then the first time you sign in to Desktop Chat, you will see your Cisco Jabber contact list in the Desktop Chat window. If you do not have Cisco Jabber, your contact list will be empty.
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Step 1 |
To add a contact:
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Step 2 |
In the Add Contact window, you can choose to change the display name. |
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Step 3 |
From the Add to Group drop-down, either choose an existing group or create a new group to add the contact. |
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Step 4 |
Click Add. |
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Step 1 |
In the Contact list, click the |
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Step 2 |
From the drop-down, click Edit. |
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Step 3 |
In the Edit Contact window, modify the display name or the group. While modifying the group for the contact, you can either add the contact to existing groups or create a new group. |
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Step 4 |
Click Save. |
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Step 1 |
To move a single Contact:
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Step 2 |
To move multiple contacts:
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Step 1 |
To delete a single contact:
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Step 2 |
To delete multiple contacts:
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Step 1 |
In the contact list, click the |
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Step 2 |
From the drop-down list, click Edit. |
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Step 3 |
In the Group window, modify the group name. |
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Step 4 |
Click Save. |
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Step 1 |
In the Contact list, click the |
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Step 2 |
From the drop-down, click Delete. |
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Step 3 |
In the confirmation prompt, click Delete. |
When you receive an incoming chat request, a chat window pops up with the display name of the agent in the chat window header. If the Cisco Finesse desktop window or tab is inactive, Finesse displays a notification with the chat details. Click the toaster notification to restore the Cisco Finesse desktop.
You can move the chat window to any location on the screen but cannot maximize it to the full screen.
Note |
You can chat with agents logged in to the Desktop Chat. You cannot send messages to the signed out agents. |
The Desktop Chat window provides the following functionalities:
Typing area: Type your message in the typing area. Right-click to perform basic clipboard operations.
The typing awareness indicator shows when the other participant is typing.
Multiple chats:
All agents are displayed in the chat tabs at the bottom of the chat window.
The chat tab area displays up to three active chats. To view more than three active chats, click the 
icon.
For each chat tab, the unread chat notification is shown in a badge next to the display name. The badge disappears when that chat tab is active.
When you hover over the status on any chat tab next to the display name, you get the option to close that chat tab.
Click the chat window header to minimize or maximize the chat window.
When minimized, the chat window header shows the total number of chats that have unread messages.
Click X on the chat window header and confirm to close all chats.
Chat history: The Desktop Chat window stores the chat history only for a particular session. If you sign out or the browser is refreshed or closed, the chat history is lost.
Resize chat window: Click the 
button on the chat window header to increase the chat window frame size and the 
button to restore the frame size.
Attachments:
Note |
The administrator should have enabled attachment support for you to send and receive attachments. |
To send an attachment:
Click the Send a file button and navigate to the file you want to send.
Click OK.
When you receive an attachment, you are prompted to Accept and Decline the attachment. Click Accept to download the attachment or click Decline to reject it.
The file name and file size are displayed in the attachment header.
The attachments are downloaded in the downloads folder of the browser.
You cannot open the attachment from the chat window.
The supported file types and maximum attachment size are configured by your administrator.
Note |
You can send or receive attachments only from the users using Desktop Chat. |
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Step 1 |
Click the drop-down arrow beside your current state in the Desktop Chat window. |
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Step 2 |
Choose the appropriate state from the list. |
Note |
If your status in set to Do Not Disturb and you receive a chat message, the message is displayed only if your chat window is active. If the chat window is closed or minimized, the Desktop Chat icon blinks and you will only see the minimized chat window header with the number of chat tabs that have unread messages. |
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Step 1 |
Click the drop-down arrow beside your current state in the Desktop Chat window |
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Step 2 |
From the displayed list, click Sign Out. |
Wrap-up reasons can be applied on all Inbound calls routed to the Contact Center and on all the Contact Center triggered outbound campaign calls only. If your administrator has assigned wrap-up reasons to you, the Wrap-Up Reason button appears when you are on a call or when you are in Wrap-Up state after a call (if you are configured for Wrap-Up).
If you do not have any Wrap-Up Reasons assigned to you, you will not have this feature on your desktop. Your administrator creates and assigns Wrap-Up Reasons.
Note |
Wrap-Up Reasons are set on per call basis. This means if you apply a wrap-up reason for a call, the same will be reflected on desktops of all other participants (agents) of the call. |
You can enter a Wrap-Up Reason during a call or while you are in Wrap-Up state after the call ends (this includes call termination as well as transfer and conference drop scenarios). If Wrap-Up is required, you automatically transition to Wrap-Up state when the call ends. If wrap-up is optional, you can select Wrap-Up from the agent state drop-down during the call. Your state then appears as Talking -> Wrap-Up (Pending) for the duration of the call. When the call ends, you transition to Wrap-Up state and can complete any after call work.
If you want to specify what state to enter when the wrap-up timer expires, you can select the state from the drop-down before you select Wrap-Up. For example, while on a call, select Not Ready from the drop-down. Then select Wrap-Up.
To end Wrap-Up state, select your new state (Ready or Not Ready) from the drop-down or wait for the preconfigured timer to expire.
Note |
Once you enter a Wrap-Up state no further call updates will be made in the call control gadget. However, if you enter a wrap-up reason for the call while in wrap-up state, the call control gadget will be updated with the new wrap-up reason only; all other call information will remain as they were prior to entering the wrap-up state. |
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Step 1 |
Click Wrap-Up. |
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Step 2 |
You can either select the appropriate reason by scrolling through the drop-down or use the provided search field in the Wrap-Up drop-down. |
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Step 3 |
Click Apply. A check icon appears on top of the Wrap-Up button to indicate that Finesse successfully applied the Wrap-Up reason. The Wrap-Up reason that is applied is displayed as a tag just below the search field in the Wrap-Up popover.
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You can edit the call variable values if the administrator has configured the call variable as editable. You can edit the values during an active call or in the wrap-up state.
Note |
Call variables edit operation updates the values of the variables within the particular call. All entities listening to dialog events receive the updated call variables through the Cisco Finesse notifications. If any CTI clients are connected to the same Agent PG, they also receive notifications of the changed call data though CTI call events. However, application scripts or databases that are used to populate the call variables are not directly affected by this edit. |
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Step 1 |
In the Finesse desktop, expand the call control gadget to display the call variables. |
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Step 2 |
Click in the text box to edit the values as required.
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Step 3 |
Click Save. To retrieve the previously saved values, click Revert.
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If your administrator has assigned wrap-up reasons and you wish to change your state from wrap-up to any other state, a tooltip with the message Select Wrap-Up Reason is displayed. You cannot change your state unless the wrap-up reason is applied, or your timer expires and your state is changed automatically.
The wrap-up timer is applicable when administrator has set the wrap-up time for the CSQ. When agents end a call, the wrap-up timer starts the countdown and agents are required to wrap-up before the timer reaches zero.
For Example, if the timer is set to 30 seconds, the timer starts from 30 and ends on zero.
The wrap-up timer is displayed below the state.
Use the My History tab on the Agent or Supervisor desktop to view your recent call history and state history.
Click the My History tab on the desktop, you can view the following details of your calls since the last time you logged in:
Type: Indicates if the call was an Inbound or Outbound call.
Number: Indicates the phone number of the call.
Disposition: Indicates the action taken for the call.
Wrap-Up Reason: Indicates the call reason category.
Queue: Indicates the queue associated with the call.
Start-Time: Indicates the start time of the call.
Duration: Indicates the duration of the call.
For Inbound calls it includes the ring time, talk time, and hold time.
For Outbound calls it includes dial tone, ring back, talk time, and hold time.
Make Call: Click on the call icon to initiate an outgoing call when in Ready or Not Ready state.
Click the My History tab on the desktop, you can view the following details of your call state history since the last time you logged in:
Start Time: Indicates the time when agent state was initiated.
State: Indicates the ACD agent state.
Reason: Indicates the reason for the current agent state.
Duration: Indicates the duration of the agent state.
Cisco Unified Intelligence Center allows you to view multiple Live Data reports or views on a single gadget. You can select the desired view to display from a drop-down on the gadget toolbar, which lists up to five report views in Report Name - View Name format. Your administrator determines which views are available for you to select.
From the Live Data report toolbar, you can:
Pause and resume event updates in the Live Data gadget using the Pause and Play button. (If the button is paused when there are updates available on the gadget, a notification appears over the button.)
Hide and restore the toolbar using the arrow in the center of the toolbar.
Access help for the relevant reporting gadgets by clicking the help button.
On logging in to the Finesse desktop, you can view the Team Message banner which broadcasts the active team updates sent by your supervisor in real-time. The total number of active messages sent by your supervisor is displayed in the banner. By clicking the number, you can view the latest message with the name of the supervisor and the timestamp being displayed against each message.
You can toggle between the active messages (note that messages expire after a time frame, as set by the Supervisor).
If the Finesse desktop is inactive, a toaster notification appears when a new team message is sent by the Supervisor. You can click the notification to view the message.
Note |
During failover, the team message banner and the failover banner will be displayed together. |
If you experience problems with the Finesse desktop, you can send a set of desktop logs to your administrator.
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Step 1 |
To send desktop logs to the administrator, click the user options on the top-right corner of your screen. |
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Step 2 |
Select the Send Error Report option from the drop-down. After Finesse desktop submits the logs, the Send Error Report option changes to display the Successfully Sent confirmation message. The Send Error Report option reappears after the Finesse desktop submits the logs.
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The administrator can configure the drag-and-drop and resize gadget or component features for agents and supervisors to customize their Finesse desktop.
The drag-and-drop feature allows agents and supervisors to drag (and drop) the gadget or the component to the required position on the desktop layout.
The resize feature allows the agents and supervisors to shrink or expand the gadget or the component to a custom size on the desktop layout.
The Finesse desktop retains your customizations when you access the browser again. For more information on resetting to default layout, see the Reset Layout section.
Note |
These features are also applicable for third-party gadgets. |
Restrictions and Limitations
The following are the restrictions and limitations for drag-and-drop or resize feature:
Rearranging and resizing action that is performed on a gadget or component is specific to the logged in user, the browser used, to the respective tab, and the device used.
Rearranging and resizing actions aren’t applicable for header and page-level gadgets and components. For example, Agent State for Voice and Dialer Component.
Note |
If the administrator modifies the default layout, the changes that you made are overwritten with the default settings. The changes are reflected when you refresh or sign in again. |
This feature is available on your Finesse desktop only if the administrator has configured this feature for you.
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Step 1 |
Sign in to the Cisco Finesse desktop. |
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Step 2 |
Place the pointer on the gadget or component title header. When the pointer changes to The drag-and-drop action that is performed on a gadget or component is specific to the logged in user, the browser used, to the respective tab, and the device used.
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This feature is available on your Finesse desktop only if the administrator has configured this feature for you.
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Step 1 |
Sign in to the Cisco Finesse desktop. |
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Step 2 |
Place the pointer on the gadget or component border. When the pointer changes to The resize action that is performed on a gadget or component is specific to the logged in user, the browser used, to the respective tab, and the device used.
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If you have modified the desktop layout using the drag-and-drop and resize features, then the layout can be reset to the default view using Reset Layout option. The Reset Layout option is available in the user options icon drop-down list.
Note |
You can also clear your browser cache to reset the layout to the default view. |
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Step 1 |
Click the user options icon on the top-right corner of the screen. |
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Step 2 |
Click Reset Layout. |
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Step 3 |
Click Ok in the confirmation dialog box. |
).
icon.
icon at the end of the group and click 
, click and drag the gadget or component to the required position on the desktop layout.
, then click and drag the 
indicates horizontal resizing.
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