Cisco Finesse is the new Cisco Desktop Agent.
Cisco Finesse uses a typical web browser and doesn’t require any software installation.
To begin:
Open a browser: Chrome, Opera, Firefox, Edge or Safari. (Note* Some Firefox ESR versions may have issues)
- Type in the following URL: finesseagent.eastern.ewu.edu NOTE** Offsite users using Jabber will need to connect to VPN first.
**If using extension mobility now would be a good time to log into your device.
***Cisco Jabber doesn’t use extension mobility, so proceed to log in.
You will be greeted with the following login page:
To log in:
Note* If using the Extension Mobility feature please log into your device now.
- In the ID/USERNAME field type in your SSO ID: Ex. jdoe57
- In the Password Field type in your SSO PW
- Finally, in the Extension field type in your IPCC extension you normally use. (It is usually labeled on the phone as IPCC #######)
Features:
Once you log in you will be brought to your page which starts out in the Manage Team Tab.
This tab will have the Team Performance gadget that allows you to see all of your team members who are associated with your team and what state they are in if logged in. Along with how long they’ve been logged in for and their respective IPCC extensions.
Only the supervisors have the capability to change the agents state or sign them out. (Note* The Monitoring feature is not enabled) To do so, just click on the agent and choose one of the options.
The Team Data tab shows two gadgets of the Team Summary Report.
Both have similar data but the second one is a bit more in-depth. This data is live and will change on the go as long as the system is active.
The Queue Data tab has two gadgets; Voice CSQ Summary Report and Voice CSQ Agent Detail Report. This data is live and will change on the go as long as the system is active.
Ready/Not Ready:
The drop-down menu for the Ready, Not Ready states have a list of typical Not Ready reasons to choose from, so that the agent doesn’t have to always sign out when on lunch, on break, taking a direct call, at a meeting, or prepping for their shift. The Sign Out button also has its own reason which is the basic “End Of Shift”.
When you go Ready, the grey Make a New Call tab turns to Ready for Incoming Calls and is greyed out to keep the line open for calls. The agent can still make calls from their physical device if need be.
When a call is presented the agents state changes to Reserved automatically and they have the option to answer either on their phone, headset or the answer button presented on the screen as they normally would.
**The call variable list is just an out of box preset list that doesn’t have anything to do with the call.
Making a call:
You can make a call within the Make a New Call drop down. Just click anywhere within the grey bar next to Make a New Call.
(With Supervisor input and permission.) You can have your Voice Administrator insert a pre-defined phone book with contacts to easily make calls by double clicking a name or just use the dial pad and make a call that way as well.
The Manage Call Tab will also do the same, it helps isolate the calling feature to its own tab.
There you have it! Simple easy to use Cisco Finesse.
If you do happen to have any issues or questions please contact the Help Desk at #2247.
Thank you!
Different States:
Ready- Ready to take calls
Not Ready- Not able to receive calls
Reserved- Call being presented to the agent
Talking- Talking on the phone
Wrap-up- Finished with a call “Intermission”