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,
Keypad, and End are available.
The Finesse agent
desktop provides the following out-of-the-box functionality:
control: Answer, hold, retrieve, end and make calls.
control: Make a consultation call and transfer or conference the call after the
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
callback: Schedule a callback for an Outbound Dialer call to call a customer
back at a more convenient time.
Preview Outbound calls: Preview the customer information for the call before
you choose to accept, reject, or close the contact.
Direct Preview Outbound call: If you do not reach the customer, you can
reclassify the call as Answering Machine, Fax/Modem, Busy, or Invalid Number.
digits: Send DTMF digits to interact with an IVR system.
Not Ready and
Sign Out reason codes: Code to indicate why you are changing your status to Not
Ready or signing out (your administrator defines these codes).
reasons: Wrap-up reason for each call (your administrator defines the wrap-up
List of contacts from which you can select one to call (your administrator
defines what contacts appear in your phonebook).
Your administrator can define workflows that are triggered by call events (for
example, your administrator may create a workflow that causes a browser pop on
your desktop when a call arrives).
Sign-On (SSO): An authentication process that allows you to sign in to one
application and then securely access other authorized applications without
needing to resupply user credentials. It permits Cisco supervisors or agents to
sign on only once with a username and password to gain access to all their
Cisco browser-based applications and services within a single browser instance.
An authentication process that allows you to sign in to Finesse Desktop either
in SSO or Non SSO mode on a per agent basis.
Accept, interact, and end chat sessions.
support: If your administrator installed Finesse language packs, when you sign
in to Finesse, you can choose from a list of supported languages for the
available to you depends on what your administrator has configured. For
example, if your administrator did not define wrap-up reasons, you cannot
choose a wrap-up reason.
To ensure that
all features of the Finesse agent desktop work properly, you must disable
In addition to the
same call-control functionality provided by the agent desktop, the supervisor
desktop also provides the following:
To ensure all
features of the Finesse supervisor desktop work properly, you must disable
Team Performance Gadget
On the Team
Performance gadget, you can select a team from a list of teams assigned to you.
You can view the agents on that team, their current state, the time in state,
and their extension. You can click the column headers to sort the information
by Agent Name, State, Time in State, or Extension.
The Time in State field
refreshes every 10 seconds. When an agent's state changes, the Finesse server
sends out an agent state notification and the timer resets to 0. An agent state
change includes changing from Not Ready with a reason code to Not Ready with a
new reason code.
Performance gadget also provides the following functionality:
monitoring: Silently monitor an agent call.
change: Force an agent into Ready or Not Ready state or sign out an agent.
silently monitor an agent, a Barge In button appears in the call control area.
You can click this button to barge in to a call between the agent and customer.
After you barge in, you can choose to intercept the call by dropping the agent.
State and Call
desktop provides agent state and call timers.
The agent state
timer appears next to the agent state drop-down list when you are in Not Ready
or Ready state and updates every second. The format for this timer is mm:ss. If
you are in the state for more than one hour, the format changes to hh:mm:ss
(for example, 05:25 or 01:10:25).
When you change
state (for example, from Not Ready to Ready or from Not Ready with a reason
code to Not Ready with a new reason code), the timer resets to 00:00.
desktop provides call timers in the Call Control gadget (in the format mm:ss).
The call timers provide the following information:
Time: Indicates the duration of your current call.
Indicates the amount of time that the call has been on hold. When you place a
call on hold, this timer shows the hold time, followed by the total call time
Indicates the amount of time that you have been in wrap-up state. If wrap-up is
enabled for you, you transition to wrap-up state when you end the call.
If the call
exceeds 1 hour, the timer still displays in minutes and seconds. For example,
at 1 hour and 15 seconds, the timer displays 60:15.
If the Finesse
server cannot accurately calculate the state time or the call time (such as
under certain failover conditions), the timer displays in the format
"- -:- -"
If the browser
window has a single open tab for the Finesse desktop and is minimized or behind another browser window,
then the browser window is restored or brought forward if any of the following
A new call
arrives on the desktop.
You are signed
out due to failover or inactivity.
signs you out.
The behavior of
Finesse may differ depending on the browser used. The following table details
the behavior of the Finesse desktop for the supported browsers that have a single open tab.
This does not apply when multiple tabs are open.
Desktop is minimized.
Explorer and Firefox: Finesse restores back to size and position (on top of
Desktop is behind other non-browser windows.
Explorer: Finesse flashes in the task bar.
Finesse does nothing.
is behind other browser windows.
Explorer: Finesse flashes in the task bar.
Finesse comes to the front.
If you are using
Internet Explorer to access the desktop, this feature works by default. If you
use Firefox to access the desktop, perform the following steps for
this feature to work.
Mozilla Firefox browser and enter the following in the address bar:
If a warning page appears
that states this might void your warranty, click
be careful, I promise.
In the Search field, enter
dom.disable_window_flip to set the value to
If you refresh
the browser when handling chat contacts:
contacts are marked as handled and live data is updated.
contacts are requeued and live data is updated.
data is updated after some time.
desktop automatically signs you in.
for Internet Explorer
Explorer is used to access the Finesse desktop, certain settings must be
configured in the browser to ensure all features of Finesse work properly.
does not support Compatibility View. When the desktop is running in
Compatibility View, Internet Explorer renders in the standard mode for that
following privacy and advanced settings:
browser menu, select
Tools > Internet
In the Address
of website box, enter the domain name for the Side A Finesse server.
In the Address
of website box, enter the domain name for the Side B Finesse server.
Internet Options dialog box, click the
Security, uncheck the
about certificate address mismatch check box.
You must enable
the following security settings to allow users to sign in:
controls and plug-ins
controls marked as safe for scripting
To enable these
Internet Explorer browser menu, select
Tools > Internet
Under ActiveX controls and
ActiveX controls and plug-ins and
ActiveX controls marked safe for scripting.
customer is using self-signed CA (Certificate Authority) and their agents use
the server's FQDN, there should not be any cert errors or warnings when
connecting to Finesse over HTTPS.
In a contact
center deployment, Cisco Finesse is installed on two nodes. If the Finesse
server that you are currently signed in to goes out of service, a banner
appears at the top of the desktop that notifies you that the desktop lost
connection to the server.
desktop checks for the following:
Whether the current Finesse
server recovers its state
Whether the alternate
Finesse server is available
If the current
Finesse server recovers, the desktop is reconnected. A banner appears that
notifies you that you have successfully reconnected. If the current Finesse
server does not recover but the alternate server is available, your desktop
redirects to the alternate server and automatically signs you in.
When the desktop
fails over or reconnects, if the last state you selected prior to the failover
was Ready, Finesse attempts to preserve that state. When Finesse recovers, the
desktop attempts to send a request to put you back in Ready state.
desktop can only preserve a selection of Ready state that was made on the same
desktop. The following exceptions apply:
If you are
in Wrap-Up state when the desktop recovers, Finesse does not send a request
because doing so would automatically end your wrap-up session. After the
wrap-up timer expires, your state is determined by Unified Communications
Manager and may depend on the type of failover that occurred.
If you were put in Not Ready state (either by your supervisor or
by the system (for example, Ring No Answer), your selection of Ready is not
state changes are not taken into account. For example, if a supervisor put you
in Ready state (you did not select Ready), your Ready state may not be
preserved. If your last selection was Ready and the system attempts to change
your state to Not Ready (such as for Ring No Answer), your selection of Ready
failover and failback conditions, the Callback button and information about the
outbound call may disappear from the Finesse desktop.
When Finesse fails
over or fails back while you are on an outbound call, after you are signed back
into the desktop, you cannot perform outbound-specific call operations, such as
scheduling a callback or reclassifying a call. You can still perform other call
operations, such as transfer the call, conference the call, or place the call
on hold. After the call is complete, Finesse places you in Not Ready state. You
must change your state to Ready to receive your next call.
When you accept
your next call, the outbound-specific call operations are available again.
Outbound-specific call operations are also not available if you
sign out of Finesse and sign back in during an outbound call.
Session Supported Per Agent
supports only one desktop session at a time for each agent. If an agent signs
in to the Finesse desktop and then tries to sign in to a second desktop session
in another browser window or on another computer, on the same Finesse server,
Finesse signs the agent out of the first desktop session.
If an agent signs in to Finesse and then opens another browser tab
with the same URL, Finesse signs the agent out of the first session and
automatically signs the agent in on the second tab. If the agent then opens a
third tab with the same URL, the agent is taken to the sign-in page on the
third tab. The agent remains signed in on the second tab and can continue to
use the desktop. However, if the browser is refreshed, the agent is signed out
of the second tab and presented with the sign in page.
It is possible for
an agent to sign in to the desktop using the URL for one Finesse server and
then sign in to the desktop using the URL for the alternate Finesse server. If
the first server goes down and the desktop fails over to the alternate server,
Finesse signs the agent out of the session on the alternate server.
Finesse does not
support an agent signing in to two desktop sessions at the same time using the
URL for each Finesse server.