Preface

Change History

This table lists the changes that are made to this guide. Most recent changes appear at the top.

Change

See

Date

Notification Center

Common Tasks > Notification Center

 April 2025

Desktop notification enhancement

Cisco Finesse Desktop Interface > Finesse Agent Desktop

Accessibility enhancement

Cisco Finesse Desktop Interface > Accessibility

Added Facebook, WhatsApp, and Apple Messages for Business in the Manage Digital Channels gadget.

Agent Tasks > Manage Digital Channels gadget
Added Manage Digital Channel gadget details.

Manage Digital Channels gadget

 May 2023

Added a new topic that provides instructions about how you can reset the desktop layout to the default size.

Reset Layout for Current Tab

Added Transcript gadget details and the link to the Contact Center AI Gadgets help.

Contact Center AI Gadgets

 April 2022
Initial Release of Document

May 2021

Added CTI device selection details.

Agent Device Selection

Added Finesse Maintenance Mode details.

Finesse Desktop Failover

Added Edge Chromium details for Chromium browser support.

Browser Settings for Agent and Supervisor Desktop

Added the security certificate acceptance procedure for Edge chromium browser.

Accept Security Certificates

Added Agent Answers Gadget details.

Contact Center AI Gadgets

Added Multi-Tab gadgets details.

Finesse Desktop Behavior

Added shortcut keys for Multi-Tab gadgets.

Agent Keyboard Shortcuts

Updated drop participants from conference call details.

Intercept a Call

Updated DTMF desktop behaviour.

Send DTMF

Added the custom message during sign on.

Sign In to Cisco Finesse Desktop

About This Guide

This guide describes how to use the Finesse agent and supervisor desktop.

Audience

This guide is intended for Contact Center agents and supervisors who use Finesse desktop.

Communications, Services, and Additional Information

  • To receive timely, relevant information from Cisco, sign up at Cisco Profile Manager.

  • To get the business results you’re looking for with the technologies that matter, visit Cisco Services.

  • To submit a service request, visit Cisco Support.

  • To discover and browse secure, validated enterprise-class apps, products, solutions and services, visit Cisco DevNet.

  • To obtain general networking, training, and certification titles, visit Cisco Press.

  • To find warranty information for a specific product or product family, access Cisco Warranty Finder.

Cisco Bug Search Tool

Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides you with detailed defect information about your products and software.

Field Notice

Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html.

You can create custom subscriptions for Cisco products, series, or software to receive email alerts or consume RSS feeds when new announcements are released for the following notices:

  • Cisco Security Advisories

  • Field Notices

  • End-of-Sale or Support Announcements

  • Software Updates

  • Updates to Known Bugs

For more information on creating custom subscriptions, see My Notifications at https://cway.cisco.com/mynotifications.

Conventions

This document uses the following conventions:

Table 3. Conventions

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, folder names, and submenu names.

For example:

  • Choose Edit > Find.

  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)

  • A book title. Example: See the Webex Contact Center Enterprise Features Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems, Inc. </title></html>

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.

  • A character string that the user enters but that does not appear on the window such as a password.