This document describes the necessary steps in order to configure the Unified Customer Voice Portal (CVP) Agent Greeting with Finesse Agent desktops.
Cisco recommends that you have knowledge of these topics:
Unified CVP Session Internet Protocol (SIP) Comprehensive Solution Agent Greeting
Unified Contact Center Enterprise (UCCE) scripting
Unified Agent Greeting Configurations
Finesse Agent Desktop
Cisco Unified Communications Manager (CUCM)
The information in this document is based on these software and hardware versions:
CVP SIP comprehensive solution with Agent greeting functionality in a Packaged Contact Center Enterprise (PCCE) deployment in a lab.
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
Limitation of Record Agent Greeting Button Availability on Finesse Desktops
Limitation of Record agent greeting button availability on Finesse desktop causes issues with RecordAgentGreeting functionality with Unified CVP.
RecordAgentGreeting controls cannot be enabled from Finesse Desktop. After the prerequisite configuration has been completed, configure the Finesse desktop recording functionality with these steps.
Step 1. Navigate to Configuration Manager or Unified Contact Center Enterprise (UCCE) Administration Page which depends on your UCCE or PCCE deployment.
Step 2. Create Call Type FinesseAG.
Step 3. Create Custom Dialed Number (e.g.: 66666623) and associate the Call type created in Step 2.
Step 4. Dialed Number is Associated to Call Manager Routing Client as shown in this image.
Step 5. Create a Computer Telephony Integration (CTI) Route Point (66666623) on CUCM.
Step 6. Associate CTIRP (Route Point) to pguser (pguser is the application user that you created for your UCCE integration to CUCM).
Step 7. Confirm CTIRP is registered as shown in this image.
This step must be configured as part of the CVP comprehensive call flow. By default, the 8881111000 Route Pattern is used for Agent Greeting.
Create Route Pattern 8881111000 on CUCM and associate to the CVP via SIP Trunk as shown in this image.
Navigate to the Finesse Agent Desktop and log into the agent in the Finesse.
Make a call to CTIRP 66666623.
You might create a PhoneBook entry for agents in order to easily access the CTIRP using the Finesse Administration as shown in this image.
Step 10. Call is connected to RecordAgentGreetingApplicaton as shown in this image.
Step 11. Once the Agent connects to the Agent Greeting Application, follow the instructions from the application in order to record and save Agent Greeting. The agent greeting is saved in the File Transfer Protocol (FTP) location configured for CVP as shown in this image.