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Finesse Agent Desktop in Firefox Does Not Become Active When a Call Arrives

Document ID: 116341

Updated: Jul 16, 2013

Contributed by Linda Mordosky, Cisco TAC Engineers.

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Introduction

This document describes a problem that occurs in a Cisco Unified Contact Center Enterprise (UCCE) environment in which Mozilla Firefox does not bring focus to the Cisco Finesse agent desktop when a call arrives.

Problem

By default, Firefox does not allow you to bring forward browser windows. Therefore, when you use Firefox, the Cisco Finesse web page does not become active when a call arrives at the agent desktop.

Note: Be aware that this behavior depends on the browser the agent uses. Each browser can exhibit different behavior.

Solution

In order to resolve this issue, you must enable the Raise or lower windows setting in Firefox.

Note: The Raise or lower window settings in Firefox work only when the focus is on the Cisco Finesse desktop and the browser is minimized.

Complete these steps in order to enable the Raise or lower windows setting in Firefox:

  1. In Firefox, choose Options from the Firefox menu.

    Note: In earlier versions of Firefox, choose Tools > Options.


    The Options dialog box appears.

    ucce-troubleshoot-firefox-browser-01.gif

  2. Click the Content tab.

  3. Click the Enable Javascript Advanced button.

    The Advanced JavaScript Settings dialog box appears.

    ucce-troubleshoot-firefox-browser-02.gif

  4. Check the Raise or lower windows checkbox, and click OK.

  5. Click OK on the Options dialog box to save your changes. 
Updated: Jul 16, 2013
Document ID: 116341