Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 10.6(1)

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Book Title

Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 10.6(1)

Chapter Title

Common Tasks

Results

Updated:
December 16, 2014

Chapter: Common Tasks

Common Tasks

Sign In to the Finesse Desktop


Note

Extension Mobility brings a user-specific phone profile (including configured extensions for that user) to the phone being logged in from. After logging in to Cisco Unified Communications Manager with Extension Mobility, agents can log in to Unified CCX using Finesse.

If you log in to any other Extension Mobility device (with same user profile) when you are still logged in to one Extension Mobility device and Finesse Desktop, you are automatically logged off from the first Extension Mobility device. However, you have to log out and log in again to Finesse Desktop.

Procedure

Step 1

Enter the following URL in the address bar of your browser:

https://<FQDN>:<portnumber>/desktop/container, where FQDN is the fully qualified domain name of your primary server.

Step 2

If your contact center has installed a language pack for Finesse, a language selector appears on the desktop. From the language selector drop-down list, select the language that you want to appear on the desktop.

Note 

You can also select a language by passing the locale as part of the URL (for example, http://hostname of finesse server/desktop?locale=fr_FR) or by changing your browser preferred language. The default language is English (en_US).

If your contact center does not have a language pack installed for Finesse, the desktop locale is English only.

Step 3

In the ID field, enter your agent ID or username.

Note 

Agent IDs are case sensitive and can contain letters, numbers, hyphens (-), underscores (_), and periods (.). Agent IDs are assigned to you by your administrator. Agent IDs cannot begin or end with a period or contain two periods in a row.

Step 4

In the Password field, enter your password.

Step 5

In the Extension field, enter the extension of your phone.

Step 6

Click Sign In.

You are signed in to the Finesse desktop. Your role (agent or supervisor), agent name, agent ID, and extension appear in the header. Your status is set to Not Ready.

Accept Security Certificates

The first time you sign in to the Finesse desktop, you may be prompted to accept security certificates before you can continue. Unless the certificates are deleted, you should only need to accept them once. These certificates allow the Finesse desktop to communicate over a secure connection to the Finesse server.

You must make sure pop-ups are enabled for the Finesse desktop.


Note

If you are using a Windows client, signed in as a Windows user, and using Internet Explorer, you must run Internet Explorer as an administrator to install these security certificates. In your Start menu, right-click Internet Explorer and select Run as administrator.

Contact your administrator if you do not have the required permissions to install the security certificates.

Procedure

Step 1

Enter the URL for the Finesse desktop in your browser.

Step 2

If you use Internet Explorer:

  1. A page appears that states there is a problem with the website's security certificate. Click Continue to this website (not recommended) to open the Finesse sign-in page.

  2. Enter your agent ID or username, password, and extension, and then click Sign In.

    The following message appears:

    Establishing encrypted connection...

    A dialog box appears that lists the certificates to accept.

  3. Click OK on the dialog box.

    A new browser tab opens for each certificate you need to accept. A certificate error appears in the address bar.

    Note 

    Depending on your browser settings, a window may open for each certificate you need to accept instead of a browser tab.

  4. Click Certificate error and then click View Certificates to open the Certificate dialog box.

  5. On the Certificate dialog box, click Install Certificate to open the Certificate Import Wizard.

    If you are using Internet Explorer 11 with Windows 8.1, the Install Certificate option does not appear until you add Finesse to your trusted sites.

    1. From the browser menu, select Internet Options.

    2. On the Security tab, click Trusted Sites, and then click Sites.

    3. In the Add this website to the zone field, enter the URL for the Finesse desktop and click Add.

    4. After you click Install Certificate, under Store Location, select Current User to install the certificate for the current user only, or select Local Machine to install the certificate for all Windows users who use this computer.

      If you select Local Machine, a dialog box appears that asks if you want to allow Windows host process to make changes to this computer. Select Yes.

  6. On the Certificate Import Wizard, click Next.

  7. Select Place all certificates in the following store, and then click Browse.

  8. Select Trusted Root Certification Authorities, and then click OK.

  9. Click Next.

  10. Click Finish.

    A Security Warning dialog box appears that asks if you want to install the certificate.

  11. Click Yes.

    A Certificate Import dialog box that states the import was successful appears.

  12. Click OK.

  13. Click OK on the Certificate dialog box.

  14. Close the browser tab. You are asked to accept another certificate. Repeat the preceding steps until all certificates are accepted.

    After you accept all required certificates, the sign-in process completes.

    Note 

    To remove the certificate error from the desktop, you must close and reopen your browser.

Step 3

If you use Firefox:

  1. A page appears that states this connection is untrusted. Click I Understand the Risks, and then click Add Exception.

  2. Ensure the Permanently store this exception check box is checked.

  3. Click Confirm Security Exception.

    The Finesse sign-in page appears.

  4. Enter your agent ID or username, password, and extension, and then click Sign In.

    The following message appears:

    Establishing encrypted connection...

    A dialog box appears that lists the certificates to accept.

  5. Click OK.

    A browser tab opens for each certificate that you need to accept.

  6. On each tab, click I Understand the Risks, and then click Add Exception.

  7. Ensure the Permanently store this exception check box is checked.

  8. Click Confirm Security Exception.

    Each tab closes after you accept the certificate.

    After you accept all required certificates, the sign-in process completes.

Accept Certificates for Live Data Gadget

The Cisco Unified Intelligence Center Live Data gadget provides reports that you can view in the Finesse desktop. If your desktop contains these reports, the first time you sign in, you may be prompted to accept security certificates.

Procedure

Step 1

Sign in to the Finesse desktop.

The Cisco Unified Intelligence Center Live Data gadget displays a message that states Finesse is checking for connectivity. If Finesse detects that security certificates must be accepted, a message appears that lists the certificates that you must accept to use Cisco Unified Intelligence Center.

Note 

Each Cisco Unified Intelligence Center report displays this message.

Step 2

Click OK.

A new browser tab (or window, depending on your browser settings) opens for each certificate that you need to accept. The message in the gadget changes to state that to continue, accept the certificates in the opened tabs.

Step 3

If you use Internet Explorer:

  1. Click Certificate error and then click View Certificates to open the Certificate dialog box.

  2. On the Certificate dialog box, click Install Certificate to open the Certificate Import Wizard.

    If you are using Internet Explorer 11 with Windows 8.1, the Install Certificate option does not appear until you add Finesse to your trusted sites.

    1. From the browser menu, select Internet Options.

    2. On the Security tab, click Trusted Sites, and then click Sites.

    3. In the Add this website to the zone field, enter the URL for the Finesse desktop and click Add.

    4. After you click Install Certificate, under Store Location, select Current User to install the certificate for the current user only, or select Local Machine to install the certificate for all Windows users who use this computer.

      If you select Local Machine, a dialog box appears that asks if you want to allow Windows host process to make changes to this computer. Select Yes.

  3. On the Certificate Import Wizard, click Next.

  4. Select Place all certificates in the following store, and then click Browse.

  5. Select Trusted Root Certification Authorities, and then click OK.

  6. Click Next.

  7. Click Finish.

    A Security Warning dialog box appears that asks if you want to install the certificate.

  8. Click Yes.

    A Certificate Import dialog box that states the import was successful appears.

  9. Click OK.

  10. Click OK on the Certificate dialog box.

  11. Close the browser tab. You are asked to accept another certificate. Repeat the preceding steps until all certificates are accepted.

    After the browser tabs are closed, the Cisco Unified Intelligence Center Live Data gadget reloads.

Step 4

If you use Firefox:

  1. In each tab, click I Understand the Risks, and then click Add Exception.

  2. Ensure the Permanently store this exception check box is checked.

  3. Click Confirm Security Exception.

    After the browser tabs are closed, the Cisco Unified Intelligence Center Live Data gadget reloads.

Accept Certificates for Multi-session Chat and Email

Before you can join a chat room or handle email contacts, you may be required to accept certificates in the Manage Chat and Email gadget on the Finesse desktop. When you sign in to Finesse, check the tab on which the Manage Chat and Email gadget appears to check whether you must accept any certificates and ensure the gadget loads properly.

Procedure

Step 1

Sign in to the Finesse desktop.

The Manage Chat and Email gadget displays a message that states Finesse is checking for connectivity. If Finesse detects that security certificates must be accepted, a message appears that lists the certificates that you must accept to use the gadget.

Step 2

Click OK.

A new browser tab (or window, depending on your browser settings) opens for each certificate that you need to accept.

Step 3

The steps to accept the certificates in your browser are the same as the steps you followed to accept the Live Data certificates. Follow the instructions for your browser type that are outlined in Accept Certificates for Live Data Gadget section.

Sign Out of the Finesse Desktop


Important

Do not close your browser to sign out of the Finesse desktop. Finesse can take up to 120 seconds to detect that your browser closed and an additional 60 seconds to sign you out. Finesse may continue to route contacts to you during this time.

Sign out of the desktop as described in the following procedure.

Procedure

Step 1

Ensure your status is set to Not Ready. Click the status drop-down list and select Not Ready (or Not Ready with the appropriate reason code).

Note 

If you handle chat and email contacts, you must ensure that your status is set to Not Ready in both the Call Control gadget and the Chat and Email Control gadget.

Step 2

Click Sign Out.

A drop-down list appears that contains the Sign Out reason codes.

Note 

If no Sign Out reason codes are configured for your team, Finesse signs you out when you click Sign Out.

Step 3

Select the appropriate Sign Out reason code from this list.

Live Data Reports

Access Live Data

Cisco Finesse agent and supervisor desktops provide Live Data gadget.

Live Data gadget displays information about the current state of the contact center. This gadget receives data from the real-time data source at frequent intervals.

This feature provides the following access:
  • Agents can access the Live Data agent reports.
  • Supervisors can access the Live Data agent and supervisor reports.

To access reports, the administrator must add and configure them in the Cisco Finesse administration console.

In Cisco Finesse agent desktop, click the My Statistics tab to access the reports.

In Cisco Finesse supervisor desktop, click the Team Data tab and Queue Data tab to access the reports.

Live Data Reports

For more information about the Live Data reports that are supported by Cisco Finesse, see Live Data Reference.

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