With Finesse IP
Phone Agent (IPPA), you can access Finesse features on your Cisco IP Phone as
an alternative to accessing Finesse through your browser. Finesse IPPA supports
fewer features than the Finesse desktop in the browser, but it does allow you
to receive and manage Finesse calls if you lose or do not have access to a
Finesse IPPA does
not support supervisor tasks such as monitor, barge, and intercept, but
supervisors can sign in and perform all agent tasks on their IP Phones.
supervisor tasks for Finesse IPPA agents, supervisors must sign in to the
Finesse desktop and follow the same steps that they use for the Finesse desktop
agents (currently restricted to viewing team performance and changing an
table provides a quick reference for common agent tasks.
Services > Cisco
Enter your ID, password, and extension.
Apply Wrap Up Reasons
WrapUp and select from the list.
CData from the queue statistics screen during the call
to view Call Data information.
Queue Statistics data
QStats from the Call Data screen during the call to view
queue statistics data.
Refresh to view the latest queue statistics data during the call.
Not Ready state, press
information about agent tasks, see the following sections.
Sign In to Finesse
on the IP Phone
Before You Begin
must set up your Finesse IPPA access.
On your IP
Phone, press the
figures shown in this procedure may differ from your phone's layout and
agent ID (or username), password, and extension, and press the
screen appears and the following options on queue statistics is displayed:
Your State: Current call state - Ready or Not Ready
(Your call state is Not Ready by default. Press Ready to change the state).
Calls Queued: Number of calls waiting across queues
assigned to you.
Longest Queue Time: Longest queue time across queues
assigned to you.
Last Updated: Last refreshed time of the Queue
Statistics data (auto update happens every 15 seconds).
talking state, if you wish to view queue statistics data from the call data
To go back to
the call data screen, press
administrator can set up your phone with One Button Sign In, which allows you
to sign in without specifying your ID, password, or extension. In this case,
when you select Finesse from the Services menu, Finesse IPPA automatically
enters your sign-in information, and you move directly to the home screen.
Finesse IPPA One Button log in can also be configured by the Administrator with
only some of the parameters like ID and Extension. In this case, you must enter
only your password to sign in.
When signing out
from the Finesse IPPA application, the Sign In page is displayed. Click on the
button to ensure that Single-Sign On works correctly the
next time you log in to the Cisco Finesse application.
Change State on the IP Phone
When you sign in to Finesse on the IP Phone, your initial state is set to Not Ready. To receive calls, set your state to Ready.
While you are on a call, you can set the state that will apply when the call is complete. In this case, Finesse shows your current state and the pending state that Finesse will apply when the call ends.
To set your state to Ready, press the Ready button.
To set your state to Not Ready, press the NotReady button.
If Not Ready reason codes appear, scroll to the desired reason, and press the Select button.
After the call ends, you can change your selected reason code by pressing the NotReady button again and selecting a different reason.
Apply Wrap Up Reason on the IP Phone
A Wrap Up reason indicates why a customer called the contact center. For example, you can have one Wrap Up reason for sales calls and another for support calls.
Your administrator can assign Wrap Up Reasons to you. In this case, the WrapUp button appears when you are on a call or while you are in Wrap Up state after the call ends.
Press WrapUp during or after the call and select a Wrap Up reason from the list.
To end the Wrap Up state after the call ends, select your new state (Ready or NotReady) or wait for the preconfigured timer to expire.
While you are on a call, you can specify the next state to apply after Wrap Up by selecting that state first. For example, while on a call, select NotReady and then select WrapUp. When the call ends, you enter the Wrap Up state with a pending state of Not Ready. When the Wrap Up timer expires, you enter the Not Ready state.
You cannot enter a Wrap Up reason after you transfer a call. To enter a Wrap Up reason for a call you transfer, select the Wrap Up reason while the call is in progress.
Sign Out of Finesse on the IP Phone
Before You Begin
You must be in the Not Ready state to sign out.
Press the SignOut button.
If Sign Out reason codes appear, scroll to the desired Sign Out reason, and press the Select button.
Recover Finesse IP Phone Agent Service After Failure
If the Finesse server you are currently signed in to goes out of service, the IP Phone displays an error indicating the Finesse service is unavailable. Unlike the Finesse desktop, the Finesse IP Phone Agent does not automatically failover to the alternate Finesse server. To resume normal operations, exit from the current Finesse IP Phone service and manually sign in to an alternate Finesse IP Phone service.
Press Retry to retry the current Finesse service.
If the issue is not resolved, sign in to an alternate Finesse service:
Press Exit to exit the current Finesse service.
Press the Services button.
Select an alternate Cisco Finesse service from the menu.
Enter your agent ID, password, and extension, and press the SignIn button.
If none of the available Finesse services allow you to
connect, contact your administrator.
If your IP Phone displays pending state information when you lose connection with the Finesse service, that state information is lost when you sign in again.
Set Finesse Service and Credentials Using the Self Care Portal
Your administrator may ask you to subscribe your phone to the Finesse service using the Unified CM Self Care Portal. And if your administrator sets up One Button Sign In, they may also ask you to
enter your ID, extension,
or password in the Unified CM Self Care Portal. (Finesse IPPA can then enter these credentials for you automatically each time you sign in.)
Use your ID and password to sign in to the Self Care Portal from the following URL:
where UCM address is the address of Cisco Unified CM provided by your administrator.
On the Self Care Portal, navigate to Phones > Phone Settings > Services.
Select the phone that you want to subscribe to the Finesse service.
If your administrator has already subscribed
this phone to the Finesse service, click the Edit Service
icon for the Finesse service, and go to Step 7.
Otherwise, go to Step 5.
Click Add New Service for the phone and select the Finesse service from the drop-down list.
In the Display Name field, enter Cisco Finesse (or another display name that is appropriate for your phone).
If your administrator requests that you enter your credentials, enter the required values for your agent id, password, and extension.
What to Do Next
If your administrator has also set up a secondary Finesse service as a backup, perform these steps again on the secondary service.
additional notes describe how Finesse IPPA behaves when you perform certain
When you make
or receive a call, Finesse IPPA displays call data on the phone based on the
administrator-defined layout. Unlike the Finesse desktop, Finesse IPPA displays
all call data in one column. The display order relative to the Finesse desktop
is: header, left column, right column. You can scroll to view the data as
When you are
on multiple calls (such as a consult call), Finesse IPPA displays call data for
the active call. If all calls are on hold, Finesse IPPA displays call data for
the last active call.
Some IP Phone
models display the Finesse IPPA screen and not the home screen during an ACD
incoming call. You cannot accept the call as the
Decline soft keys are not enabled in the Finesse
IPPA screen. To answer the call:
hard key on the top right of the IP Phone.
When You Make a Call
you make a call from the Ready state, Finesse IPPA changes your state to Not
Ready and displays the Finesse screen. Similarly, if you make a call without
first navigating to the home phone screen, sometimes the IP Phone changes the
display to the Finesse screen. In either case, to view the dialed numbers,
navigate back to the home phone screen.
If you call a
busy number, the IP Phone first displays a
Busy message, and then Finesse displays a
Talking message until you end the call. You can
safely ignore the
Hold State Not Displayed
the Finesse desktop, Finesse IPPA does not display Reserved or Hold states.
Instead, Finesse IPPA continues to display the previous state that applied (for
example, Ready or Talking) before you moved to reserved or on hold. The one
exception to this behavior occurs when you receive a direct call from another
agent while in the Not Ready state. In this case, Finesse IPPA continues to
display the Not Ready state.
No Wrap Up on
transfer a call, you cannot set any Wrap Up data for the call even if Finesse
IPPA shows you in the Wrap Up state. To enter a Wrap Up reason for a
transferred call, select the Wrap Up reason while the call is in progress.
Finesse IPPA Behavior
New Call UI is currently not supported in Finesse IPPA. Enabling this feature
will not allow the agent to make outbound calls in READY state.
is not supported on VPN.
IPPA phone is powered off or reset, you will be logged out of the physical