Cisco Call Center Agent User Guide

The Cisco Finesse Agent Desktop for Cisco Unified Contact Center Express (UCCX) uses a web-based browser application that allows users to interact with their Cisco VoIP phone to perform agent functions. The functions include, but are not limited to logon/logoff, call handling, and agent state. After you sign in, you can change your status to Ready to make yourself available for calls. The buttons in the call control area change depending on the situation. For example, when you are on a call, Consult, Hold, Keypad, and End buttons are available. When you have a call on hold and are on a consult call, Conference, Transfer, Retrieve, and End buttons are available. When you are on a conference call, buttons for Hold, Consult, Keypad, and End are available.

The Finesse agent desktop provides the following functionality:

• Basic call control: Answer, hold, retrieve, end and make calls.
• Advanced call control: Make a consultation call and transfer or conference the call after the consultation.
• Agent state and call timers: The agent state timer indicates the length of time in Ready or Not Ready state. The call timer indicates total call time, hold time, and wrap-up time.
• Not Ready and Sign Out reason codes: Code to indicate why you are changing your status to Not Ready or signing out (defined by the administrator - contact IT Services).
• Wrap-up reasons: Wrap-up reason for each call (defined by the administrator - contact IT Services).
• Phonebooks: List of contacts from which you can select one to call (setup by the administrator - contact IT Services).

The Finesse for Agents End User Guide provides detail information about:

• Login and Logout
• Accepting Certificates
• Call Handling and Report Displays
• My History and My Statistics
• Call Management

Read the Campus 12.5 Finesse for Agents User Guide to learn more.

Read the Hospital 12.5 Finesse for Agents User Guide to learn more.

TIP: To ensure that all features of the Finesse agent desktop work properly, you must disable pop-up blockers.

If you require any further assistance beyond this article, contact the IT Services.