Common Tasks

Browser Settings for Firefox

Complete the following steps to ensure Finesse responds as expected when it is not the active window:

Procedure

Step 1

Open Firefox and enter about:config in the address bar.

Step 2

On the warranty page, click I accept the risk!.

Step 3

In the Search field, enter dom.disable_window_flip.

Step 4

Double-click dom.disable_window_flip to set the value to false.

Step 5

Restart Firefox.

Browser Settings for Chrome

Ensure that you disable the Automatic tab discarding feature in Chrome (version 74 and earlier) to avoid exiting the Finesse desktop tab when the system memory is low.

Procedure

Step 1

Open Chrome and enter chrome://flags/#automatic-tab-discarding in the address bar.

Step 2

Press Enter.

Step 3

Select Disabled from the drop-down list.

Step 4

Click Relaunch Now.

Change Your State

When you sign in to Cisco Finesse desktop, by default your state is set to Not Ready. This is applicable to both voice and digital channels.

You can set your state to Ready or you can choose from one of the configured Not Ready reasons.

While you are on a call, chat or replying to an email, you can select and apply a state when you complete the task.

Change Your State for Voice Channels

When you sign in to Cisco Finesse desktop, by default your state is set to Not Ready. To accept incoming call, you must set your state to Ready.

When you answer a call, you can change your state after you complete the call. If Wrap-Up is required, when a call ends you transition to Wrap-Up state. While in Wrap-Up state, you can complete any after call work. If Wrap-Up is optional, you can select Wrap-Up while on call to transition to Wrap-Up state when the call ends.

To end the Wrap-Up state, you must select your new state from the drop-down or wait for the preconfigured timer to expire.

Procedure

Step 1

Click the drop-down besides your current state.

Step 2

Select the appropriate state from the list.
Your agent state changes to reflect your new selected state. If you select change of state while you are still on call, the state change will reflect after you complete the call.

Change Your State for Digital Channels

When you sign in to the Finesse desktop, your state is set to Not Ready by default.

If you are in Ready state, you can set your state to Not Ready.

To accept incoming chat and email contacts, you must set your state to Ready.

Procedure

Step 1

Click the drop-down arrow beside your current state.

Step 2

Select the appropriate state from the list.

Sign In to Cisco Finesse Desktop

The administrator can set up custom security banner message and custom logon message for Finesse Desktop users. Both the message types can be configured at the same time. The custom logon message can be used to configure the logon banner commonly across all processes that support the feature.


Note

This feature custom logon message is available only for CCX deployment.

If your administrator has defined a custom security banner message, the message is displayed at the bottom of the Finesse desktop Sign In page. If your administrator has defined a custom logon message, the message is displayed in a pop-up dialog box after you click Sign In. You must acknowledge the custom logon message to sign in.


Note
Custom logon message is not displayed for SSO users.

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 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

Sign in to the administration console on the primary UCCX server using the URL: https://FQDN of Unified CCX server: 8445/desktop, where FQDN is the fully qualified domain name of your primary server.

Step 2

If your contact center has installed a language pack for Cisco Finesse, on first login, a language selector screen appears on the desktop. From the language selector drop-down, choose the language that you want to appear on the desktop. Click Next.

Note

 

You can also select a language by passing the locale as part of the URL (for example, https://FQDN of Primary Server:8445/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 Cisco Finesse, the desktop locale is English only.

Step 3

In the Username field, enter your Agent ID or user ID.

Note

 

  • User IDs are not case-sensitive and can contain numbers (0-9), hyphens (-), underscores (_), and periods (.). User IDs are assigned to you by your administrator and cannot begin or end with a period or contain two periods in a row.

  • Cisco Finesse agent usernames are restricted to 7-bit printable ASCII characters (any of the 94 characters with the numeric values from 33 to 126). The supported characters are: A-Z and 0-9,,,-,!, ~,`,$,^,&,(,),",',{,},@,.. The following characters are not supported: /, \, [,],:,;,|, =,,,+, *,?, <, >.

  • The Username (desktop Sign In page) in Unified CCX deployment refers to the AgentID.

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.

Note

 

  • The Sign In button is enabled once the username, password, and extension fields are entered. If any field is incomplete, the Sign In button remains disabled.

  • For non-SSO users, a dialog with the message appears when you (agent, supervisor, administrator) click the Sign In button.

  • If sign in fails due to device errors the desktop attempts to automatically sign in again. An alert is displayed detailing the number of remaining retries and the time left for the next retry attempt.

  • If your administrator has enabled the device selection feature for you, the devices associated to your extension are displayed in Select Your Preferred Device screen. For more information see Agent Device Selection. Even if an agent has signed into only one device, this screen is displayed. Therefore, this screen offers a chance to determine if an agent has missed logging into the selected device and thereby retrying the login.

    Note

     

    If there is only one device, the agent device selection page is not displayed.

  • To change the language that appears on your desktop, use the Change the Language link. On the language selector screen, choose the language.

You are signed in to the Cisco Finesse desktop and your status is set to Not Ready. On clicking the user options on the top right corner, your role (agent or supervisor), agent name, agent ID, extension, and mobile number appear in the drop-down.

Note

 

When you log in to the Finesse desktop for the first time, you are prompted to set your preference for notifications. Choose the option to always receive or allow toaster notifications. Toaster notifications will not appear if your browser is set to private mode that is New incognito window in Chrome, or New private window in Firefox.

Agent Device Selection

When you (agents and supervisors) need to use different devices that are configured with the same extension, the administrator must enable the Agent Device Selection feature for you. You can select one of the endpoints (Desk Phone with Extension Mobility, Desk Phone without Extension Mobility, Jabber, and so on) on the shared Automatic Call Distribution (ACD) lines as your active device while signing in to the Finesse desktop. This informs the solution to ignore the other devices and use the indicated device as the only source for call interaction. This allows effective control of the call irrespective of from where you connect to the system. You can switch the active device based on where you are working—across shifts, moving from one office to another across various locations, or working from home.

When you sign in with the desired extension, the Select Your Preferred Device screen displays a list of devices that share the same extension. You can refresh the list of devices (if the required device is not listed) and select the device that you want to use as the active device for the current desktop session.


Note

When the Agent Device Selection feature is enabled, both primary and secondary extensions can be shared with multiple devices. However, ensure that the devices using the shared extensions are not used at the same time.

Procedure

Step 1

Sign in to the Finesse desktop.

If your administrator has enabled the Agent Device Selection feature, the devices sharing your extension are displayed in Select Your Preferred Device screen.

Select Your Preferred Device screen displays the shared devices in your extension in the following format: Device Type (Device Name). For example, Cisco 6940 (SEP0000BCCER9876).

Step 2

Click the device name to select your preferred device.

  • To access the Finesse desktop Sign In page, click Back. When you click the Back button on the browser, the page refreshes and you are retained on the same Select Your Preferred Device screen. However, if you had selected any device, the selection is lost.

    Note

     

    Finesse desktop retains your selection only when you click Continue.

    When the Finesse desktop fails over, the reconnection banner shows the active device that is selected for the new session, which is the same as the device selected before the failover.

Note

 

If the required device is not listed, check whether the extension used to sign in (displayed in the Select Your Preferred Device screen) is valid and if you have signed in to the device. After you have signed in to the required device, click Refresh.

  • When you place the pointer on the truncated (because of space constraints) device name, a tool tip appears to detail the complete information of the device like device type and device name.

  • The supported resolution for the Finesse desktop is 1366 x 768 or higher for the optimal viewing of the Select Your Preferred Device screen.

  • The maximum number of devices that are listed in Select Your Preferred Device screen is five.

    • If you have signed into more than five devices, and your preferred device is not listed, sign out from devices that are not required. Click Refresh in Select Your Preferred Device screen to update the displayed list of devices.

  • When you sign in, the browser saves the device that is selected for that agent and the extension used. On subsequent sign-in of the same agent with the same extension, on the same machine, through the same browser, that device will be displayed as the first in the preferred device selection screen.

Step 3

Click Continue.

The selected device is listed under the user options icon on the top-right corner of your screen.

Note

 

To change the device selection, sign out from Finesse desktop and sign in again.

Note

 

Enabling automatic device selection is supported when a single active device is available for the extension at the time of sign in. For more information, see Enable Automatic Device Selection for Single Active Device in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/series.html#MaintainandOperate

Sign In to Cisco Finesse Desktop Single Sign-On Mode

Cisco Finesse supports custom security banner message for Finesse desktop users. If your administrator has defined the security banner message, then it is displayed in the desktop Sign In page.

Procedure

Step 1

In the address bar of your browser, enter https://FQDN of Finesse Server: 8445/desktop, where FQDN of Finesse Server is the fully qualified domain name of the Cisco Finesse server.

Step 2

If your contact center has installed a language pack for Cisco Finesse, on first sign-in, a Language Selector screen appears on the desktop. From the language selector drop-down, choose the language that you want to appear on the desktop. Click Next.

Note

 

You can also select a language by passing the locale as part of the URL (for example, https://FQDN of Primary Server:8445/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 Cisco Finesse, the desktop locale is English only.

Step 3

On the IdP page, enter your operating system Username and Password, and click Sign in.

Step 4

In the Extension field, enter your extension and click Submit.

Note

 

  • If your administrator has enabled the device selection feature for you, the devices associated to your extension are displayed in Select Your Preferred Device screen. For more information see Agent Device Selection. Even if an agent has signed into only one device, this screen is displayed. Therefore, this screen offers a chance to determine if an agent has missed logging into the selected device and thereby retrying the login.

    Note

     

    If there is only one device, the agent device selection page is not displayed.

  • If sign in fails due to device errors the desktop attempts to automatically sign in again. An alert is displayed detailing the number of remaining retries and the time left for the next retry attempt.

  • To change the language that appears on your desktop, use the Change the Language link. On the language selector screen, choose the language.

You are signed in to the Cisco Finesse desktop and your status is set to Not Ready. On clicking the user options on the top right corner, your role (agent or supervisor), agent name, agent ID, extension, and mobile number appear in the drop-down.

Note

 

On first sign-in, you are prompted to set your preference for notifications. On the sign-in page, Username field is auto populated and disabled. Choose the option to always receive or allow toaster notifications. Toaster notifications will not appear if your browser is set to private mode that is New incognito window in Chrome, or New private window in Firefox.

Account Locked After Five Failed Sign In Attempts

If you try to sign in to Finesse with the wrong password for five times in a row, Finesse blocks access to your account for five minutes. For security reasons, if you try to sign in again during that time, Finesse does not alert you that your account is locked. You must wait five minutes and try again. Do not attempt to sign in again when your account is locked, otherwise the lockout timer resets, and you must wait an additional five minutes.

This restriction applies to all the sign in methods.

Accept security certificates

Ensure that the pop-ups are enabled for the Finesse desktop.

If you receive a certificate expiry notification, it means that the validity of your CA certificate is about to expire. You can delete the certificate after expiry. If you use any CA to sign your certificates, you must upload the new certificates to ensure that your system remains operational. It isn’t required to upload certain CA certificates that come with the platform and can be deleted when they expire. For the complete list of CAs that can be safely deleted after expiry, refer to the Manage Expired CA Certificates section in the Cisco Unified Contact Center Express Administration and Operations Guide. This update is available from release 12.5(1) SU1 onwards.

After you enter the Finesse desktop URL in your browser, the procedure to add a certificate is as follows:

Install certificates on Windows operating system:

The procedure to add a certificate varies for each browser. The procedure for each browser is as follows:

Firefox

  1. On the Your connection is not secure page, click Advanced > Add Exception.


    Note

    Ensure that the Permanently store this exception box is checked.

  2. Click Confirm Security Exception.

  3. On the Finesse sign in page, enter your agent ID or username, password, and extension, and click Sign In.

  4. In the SSL Certificate Not Accepted dialog box, click the certificate link. A browser tab opens for the certificate that you must accept.

  5. On the browser tab, click I Understand the Risks > Add Exception. Ensure that the Permanently store this exception box is checked.

  6. Click Confirm Security Exception. The browser tab closes after you accept the certificate and the accepted certificate link is removed from the SSL Certificate Not Accepted dialog box. Close the browser tab if it doesn’t automatically close.

Repeat the preceding steps for all the certificate links. After you accept all the certificates, the sign-in process is complete.

Chrome and Edge Chromium (Microsoft Edge)

  1. A page appears that states your connection isn’t private. To open the Finesse sign in page,

    In Chrome, click Advanced > Proceed to <Hostname> (unsafe).

    In Microsoft Edge, click Advanced > Continue to <Hostname> (unsafe).

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

  3. In the SSL Certificate Not Accepted dialog box, click the certificate link. A browser tab opens for the certificate that you must accept.

  4. On the browser tab,

    In Chrome, click Advanced > Proceed to <Hostname> (unsafe).

    In Microsoft Edge, click Advanced > Continue to <Hostname> (unsafe).

    The browser tab closes after you accept the certificate and the accepted certificate link is removed from the SSL Certificate Not Accepted dialog box. Close the browser tab if it doesn’t automatically close.


    Note

    If you click the certificate link and don’t accept it, the certificate link stays enabled in the SSL Certificate Not Accepted dialog box. The certificate error appears every time you sign in. The procedure to permanently accept the certificate is as follows.

  5. Click on the certificate error that appears in the address bar and then,

    In Chrome, select Certificate (Invalid).

    In Microsoft Edge, select Certificate (not valid).

    The Certificate dialog box appears.

  6. In the Details tab, click Copy to File. The Certificate Export Wizard appears.

  7. Click Next.

  8. Keep the default selection DER encoded binary X.509 (.CER) and click Next.

  9. Click Browse and select the folder in which you want to save the certificate, enter a recognizable filename and click Save.

  10. Browse to the folder where you’ve saved the certificate (.cer file), right-click on the file, and click Install Certificate. The Certificate Import Wizard appears.

  11. Keep the default selection Current User and click Next.

  12. Select Place all certificates in the following store and click Browse. The Select Certificate Store dialog box appears.

  13. Select Trusted Root Certification Authorities and click OK.

  14. Click Next and then click Finish. A Security Warning dialog box appears that asks if you want to install the certificate.

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

Close the browser and sign in to Finesse. The security error doesn’t appear in the address bar.

Install certificates on macOS:

The procedure to download a certificate varies for each browser. The procedure for each browser is as follows:

Chrome and Edge Chromium (Microsoft Edge)

  1. A warning page appears which states that your connection isn’t private. To open the Finesse sign in page.

    In Chrome, click Advanced > Proceed to <Hostname> (unsafe).

    In Microsoft Edge, click Advanced > Continue to <Hostname> (unsafe).

  2. Click on the certificate error that appears in the address bar and then,

    In Chrome, select Certificate (Invalid).

    In Microsoft Edge, select Certificate (Not Valid).

    A certificate dialog box appears with the certificate details.

  3. Drag the Certificate icon to the desktop.

  4. Double-click the certificate. The Keychain Access application opens.

  5. In the right pane of the Keychains dialog, browse to the certificate, right-click on the certificate, and select Get Info from the options that are listed. A dialog appears with more information about the certificate.

  6. Expand Trust. From the When using this certificate drop-down, select Always Trust.

  7. Close the dialog box that has more information about the certificate. A confirmation dialog box appears.

  8. Authenticate the modification of Keychains by providing a password.

  9. The certificate is now trusted, and the certificate error doesn’t appear on the address bar.

Firefox

  1. In your Firefox browser enter the Finesse desktop URL. A warning page appears which states that there’s a security risk.

  2. Click Advanced and then click the View Certificate link. The Certificate Viewer dialog box appears.

  3. Click Details and then click Export. Save the certificate (.crt file) in a local folder.


    Note

    If the .crt file option isn’t available, select the .der option to save the certificate.

  4. From the menu, select Firefox > Preferences. The Preferences page is displayed.

  5. In the left pane, select Privacy & Security.

  6. Scroll to the Certificates section and click View Certificates .... The Certificate Manager window is displayed.

  7. Click Import and select the certificate.

  8. The certificate is now authorized, and the certificate error doesn’t appear on the address bar.

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, select Manage Chat and Email gadget from the left pane to check whether you must accept any certificates and ensure that the gadget loads properly.

After you log in to Finesse and click Manage Chat and Email a warning page Click Launch Certificate and accept certificate to use Chat and Email appears.

Click Launch Certificate.


Note

The warning page to accept certificates only appears if you log in to the Finesse desktop with VPN. Certificate acceptance is not required when you connect without VPN. This is because in this scenario, Finesse desktop connects to the Customer Collaboration Platform through the reverse-proxy server and the browser already has the reverse-proxy certificate.

Procedure

Step 1

In Firefox:

  1. A warning page appears with the message that your connection is not private.

  2. Click Advanced and then click Accept the Risk and Continue.

    The page that states this connection is not private automatically closes and the multi-session gadget loads.

Step 2

In Chrome and Edge Chromium (Microsoft Edge):

  1. A warning page appears with the message that your connection is not private.

  2. In Chrome, click Advanced and then click Proceed to <Hostname> (unsafe) link.

  3. In Microsoft Edge, click Advanced and then click Continue to <Hostname> (unsafe) link.

The page that states this connection is not private automatically closes and the multi-session gadget loads.
The Launch Certificate error may appear multiple times. Follow the same procedure to load the multi-session gadget.

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 is closed and an additional 60 seconds to sign you out. Finesse may continue to route contacts to you during this time.

You cannot sign out of the Finesse desktop when your Voice or Digital Channels are in the Ready state.

Procedure

Step 1

Ensure your state is set to Not Ready. Click the user options icon on the top-right corner of your screen. The Sign Out option is displayed with a drop-down list of Sign Out reason codes.

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

Select the appropriate Sign Out reason code to sign out.

Note

 

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

Step 3

On the Sign Out screen, you can choose to exit the browser or click the Sign In link to be redirected to the Finesse login screen.

Desktop Chat

Desktop Chat interface is hosted by the Finesse browser desktop and requires a separate login. This feature provides chat functionalities required for agents and supervisors to chat with each other or with other Subject Matter Experts in the organization. Desktop Chat is available on your Finesse desktop only if the administrator has configured this feature for you.

Desktop Chat requires the Cisco IM and Presence certificates to be trusted. To start the Desktop Chat without experiencing an exception, you must add the certificate to the browser trust store, or configure IM and Presence with CA-signed certificate, or push self-signed certificate through group policies in supported browsers. For more information on accepting certificates, see Accept Security Certificates.


Note

The supported format for Cisco IM and Presence EC certificate is imphostname-EC.domain.com.

Desktop Chat users are identified with a unique identity which is in the form of username@FQDN.com.

The agent state in the Desktop Chat is separate from the Voice or Digital Channels state and can be controlled by the user.

The Desktop Chat state is reflected in the user's combined presence. For example, If you are logging into Desktop Chat, you are seen as available in Jabber or other connected chat tools.

While accepting the Desktop Chat certificates, if you accept one certificate and skip the rest, you will lose your Desktop Chat status during a failover. Ensure to accept all certificates to preserve the Desktop Chat login and status after a failover. Depending on the failover type, you may either lose or retain all your Desktop chat sessions.


Note

Desktop Chat does not support Single Sign-On. It requires an explicit login for both SSO and non SSO platforms.

Sign In to Desktop Chat

Procedure

Step 1

In the Finesse desktop, click the Desktop Chat icon ().

Step 2

Enter your username and password in the appropriate fields and click Sign In.

Step 3

Click the certificate link. A new browser tab opens for the certificate that you must accept. A certificate error appears in the address bar.

Note

 

If you are using self-signed certificates, you get the certificate acceptance window.

  • To accept the certificates in Firefox, refer to the section Accept Security Certificates > Step 4 onwards.

  • To accept the certificates in Chrome and Edge Chromium, refer to the section Accept Security Certificates > Step 5 onwards.

Note

 

The Accept Security Certificates topic is in the Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express.

Add Contact

If you have Cisco Jabber on your desktop, then the first time you sign in to Desktop Chat, you will see your Cisco Jabber contact list in the Desktop Chat window. If you do not have Cisco Jabber, your contact list will be empty.

Procedure

Step 1

To add a contact:

  • In the empty contact list, enter the agent name or ID in the Search field.

    Note

     
    When you enter the text to search, the Search field pre populates relevant results in a drop-down. From the results list, hover over the required contact and click the icon.

  • In the existing contact list, click the icon at the end of the group and click Add.

  • From the Recent Chats group, click the icon at the end of the required chat and click Add.

Step 2

In the Add Contact window, you can choose to change the display name.

Step 3

From the Add to Group drop-down, either choose an existing group or create a new group to add the contact.

Step 4

Click Add.

The contact is added to your existing or newly created group.

Edit Contact

Use this option to change the contact name or contact group.

Procedure

Step 1

In the Contact list, click the icon at the end of the required contact.

Step 2

From the drop-down, click Edit.

Step 3

In the Edit Contact window, modify the display name or the group.

While modifying the group for the contact, you can either add the contact to existing groups or create a new group.

Step 4

Click Save.

Move Contact

Use this option to move a contact to a different group.

Procedure

Step 1

To move a single Contact:

  1. Click the icon at the end of the required contact.

  2. From the drop-down, click Move.

  3. In the Select Destination window, select an existing group or create a new group.

  4. Click Move.

Step 2

To move multiple contacts:

  1. Press and hold the Ctrl key and select the required contacts.

  2. On the Contact list header, click Move.

  3. In the Select Destination window, select existing groups or create a new group.

  4. Click Move.

Delete Contact

Use this option to delete a contact. If the contact is part of multiple groups, it is removed only from that group and not from the other groups.

Procedure

Step 1

To delete a single contact:

  1. In the Contact list, click the icon at the end of the required contact.

  2. From the drop-down, click Delete.

  3. In the confirmation prompt, click Delete to remove the contact from that group.

Step 2

To delete multiple contacts:

  1. Press and hold the Ctrl key and select the required contacts.

  2. On the Contact list header, click Delete.

  3. In the confirmation prompt, click Delete to remove the contact from that group.

Edit Group

Use this option to change the group name.

Procedure

Step 1

In the contact list, click the icon at the end of the required group.

Step 2

From the drop-down list, click Edit.

Step 3

In the Group window, modify the group name.

Step 4

Click Save.

Delete Group

Use this option to delete a group.

Procedure

Step 1

In the Contact list, click the icon at the end of the required group.

Step 2

From the drop-down, click Delete.

Step 3

In the confirmation prompt, click Delete.

The group is removed with all the contacts in it.

Chat Window

When you receive an incoming chat request, a chat window pops up with the display name of the agent in the chat window header. If the Cisco Finesse desktop window or tab is inactive, Finesse displays a notification with the chat details. Click the toaster notification to restore the Cisco Finesse desktop.

You can move the chat window to any location on the screen but cannot maximize it to the full screen.


Note

You can chat with agents logged in to the Desktop Chat. You cannot send messages to the signed out agents.

The Desktop Chat window provides the following functionalities:

  • Typing area: Type your message in the typing area. Right-click to perform basic clipboard operations.

  • The typing awareness indicator shows when the other participant is typing.

  • Multiple chats:

    • All agents are displayed in the chat tabs at the bottom of the chat window.

    • The chat tab area displays up to three active chats. To view more than three active chats, click the icon.

    • For each chat tab, the unread chat notification is shown in a badge next to the display name. The badge disappears when that chat tab is active.

    • When you hover over the status on any chat tab next to the display name, you get the option to close that chat tab.

  • Click the chat window header to minimize or maximize the chat window.

    • When minimized, the chat window header shows the total number of chats that have unread messages.

    • Click X on the chat window header and confirm to close all chats.

  • Chat history: The Desktop Chat window stores the chat history only for a particular session. If you sign out or the browser is refreshed or closed, the chat history is lost.

  • Resize chat window: Click the button on the chat window header to increase the chat window frame size and the button to restore the frame size.

  • Attachments:


    Note

    The administrator should have enabled attachment support for you to send and receive attachments.

    • To send an attachment:

      1. Click the Send a file button and navigate to the file you want to send.

      2. Click OK.

    • When you receive an attachment, you are prompted to Accept and Decline the attachment. Click Accept to download the attachment or click Decline to reject it.

      • The file name and file size are displayed in the attachment header.

      • The attachments are downloaded in the downloads folder of the browser.

      • You cannot open the attachment from the chat window.

      • The supported file types and maximum attachment size are configured by your administrator.


    Note

    You can send or receive attachments only from the users using Desktop Chat.

Change Your Desktop Chat State

When you sign in to the Desktop Chat, your state is set to Available by default. To change your state:

Procedure

Step 1

Click the drop-down arrow beside your current state in the Desktop Chat window.

Step 2

Choose the appropriate state from the list.

Note

If your status in set to Do Not Disturb and you receive a chat message, the message is displayed only if your chat window is active. If the chat window is closed or minimized, the Desktop Chat icon blinks and you will only see the minimized chat window header with the number of chat tabs that have unread messages.

Sign Out of Desktop Chat

When you sign out of the Desktop Chat, you will only be signed out from the Desktop Chat and not the Voice or Digital channels. Your Voice and Digital Channels state remains the same. To sign out:

Procedure

Step 1

Click the drop-down arrow beside your current state in the Desktop Chat window

Step 2

From the displayed list, click Sign Out.

Edit Call Variables

You can edit the call variable values if the administrator has configured the call variable as editable. You can edit the values during an active call or in the wrap-up state.


Note

Call variables edit operation updates the values of the variables within the particular call. All entities listening to dialog events receive the updated call variables through the Cisco Finesse notifications. If any CTI clients are connected to the same Agent PG, they also receive notifications of the changed call data though CTI call events. However, application scripts or databases that are used to populate the call variables are not directly affected by this edit.

Procedure

Step 1

In the Finesse desktop, expand the call control gadget to display the call variables.

Step 2

Click in the text box to edit the values as required.

Note

 

In the following scenarios the changes made to the call variable by a user is overwritten:

  • When multiple users edit the same field at the same time. For example, when two users (User A and User B) are editing the same field at the same time and if User A saves the edited values. Then, the changes that are made by User B are overwritten and User B is notified with a message.

  • When there is a script change in the CTI server and during this period a user is editing the values. Then, the changes that are made by the user are overwritten and the user is notified with a message.

Step 3

Click Save.

To retrieve the previously saved values, click Revert.

Note

 

The unsaved field values are overwritten during conflict.

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.

View Multiple Live Data Report Views

Cisco Finesse allows you to view multiple Live Data reports or views on a single gadget. You can select the desired view to display from a drop-down list on the gadget toolbar, which lists up to five report views in Report Name - View Name format. Your administrator determines which views are available for you to select.


Note
When you upgrade from an earlier version of Unified CCX 10.x to Unified CCX 11.0 version you can view the multiple live data reports on a single gadget only.
From the Live Data report toolbar, you can also do the following:

  • Pause and resume event updates in the Live Data gadget using the pause and play button. (If the button is paused when there are updates available on the gadget, a notification appears over the button.)

  • Hide and restore the toolbar using the arrow in the center of the toolbar.

  • Access help for the relevant reporting gadgets by clicking the help button.

View My History

Use the My History tab on the Agent or Supervisor desktop to view your recent call history and state history.

Recent Call History

On clicking the My History tab on the desktop, you can view the following details of your calls since the last time you logged in:

  • Type: Indicates if the call was an Inbound or Outbound call.

  • Number: Indicates the phone number of the Inbound or Outbound call.

  • Disposition: Indicates the action taken for the call.

  • Wrap-Up Reason: Indicates the call reason category for the call.

  • Queue: Indicates the queue associated with the call.

  • Start-Time: Indicates the start time of the call.

  • Duration: Indicates the duration of the call.

    • For Inbound calls it includes the ring time, talk time and hold time.

    • For Outbound calls it includes dial tone, ring back, talk time, and hold time.

  • Make Call: Click on the call icon to initiate an outgoing call when in Ready or Not Ready state.

Recent State History

On clicking the My History tab on the desktop, you can view the following details of your call state history since the last time you logged in:

  • Start Time: Indicates the time when agent state was initiated.

  • State: Indicates the ACD agent state.

  • Reason: Indicates the reason for the current agent state.

  • Duration: Indicates the duration of the agent state.

View Team Message

On logging in to the Finesse desktop, you can view the Team Message banner which broadcasts the active team updates sent by your supervisor in real-time. The total number of active messages sent by your supervisor is displayed in the banner. By clicking the number, you can view the latest message with the name of the supervisor and the timestamp being displayed against each message.

You can toggle between the active messages (note that messages expire after a time frame, as set by the Supervisor).

If the Finesse desktop is inactive, a toaster notification appears when a new team message is sent by the Supervisor. You can click the notification to view the message.


Note

During failover, the team message banner and the failover banner will be displayed together.

Drag-and-Drop and Resize Gadget or Component

The administrator can configure the drag-and-drop and resize gadget or component features for agents and supervisors to customize their Finesse desktop.

  • The drag-and-drop feature allows agents and supervisors to drag (and drop) the gadget or the component to the required position on the desktop layout.

  • The resize feature allows the agents and supervisors to shrink or expand the gadget or the component to a custom size on the desktop layout.

The Finesse desktop retains your customizations when you access the browser again. For more information on resetting to default layout, see the Reset Layout section.


Note

These features are also applicable for third-party gadgets.

Restrictions and Limitations

The following are the restrictions and limitations for drag-and-drop or resize feature:

  • Rearranging and resizing action that is performed on a gadget or component is specific to the logged in user, the browser used, to the respective tab, and the device used.

  • Rearranging and resizing actions aren’t applicable for header and page-level gadgets and components. For example, Agent State for Voice and Dialer Component.


Note

If the administrator modifies the default layout, the changes that you made are overwritten with the default settings. The changes are reflected when you refresh or sign in again.

Drag-and-Drop a Gadget or Component

Before you begin

This feature is available on your Finesse desktop only if the administrator has configured this feature for you.

Procedure

Step 1

Sign in to the Cisco Finesse desktop.

Step 2

Place the pointer on the gadget or component title header. When the pointer changes to , click and drag the gadget or component to the required position on the desktop layout.

The drag-and-drop action that is performed on a gadget or component is specific to the logged in user, the browser used, to the respective tab, and the device used.

Note

 

You can arrange a maximum of 12 gadgets or components side by side in a specific tab.

Resize a Gadget or Component

Before you begin

This feature is available on your Finesse desktop only if the administrator has configured this feature for you.

Procedure

Step 1

Sign in to the Cisco Finesse desktop.

Step 2

Place the pointer on the gadget or component border. When the pointer changes to , then click and drag the to resize the gadget or component on the desktop layout.

The resize action that is performed on a gadget or component is specific to the logged in user, the browser used, to the respective tab, and the device used.

Note

 

  • indicates vertical resizing and indicates horizontal resizing.

  • The maximum length of the gadget is restricted to the screen length. The minimum length of the gadget is restricted to a 12th of the screen length.

Reset Layout

If you have modified the desktop layout using the drag-and-drop and resize features, then the layout can be reset to the default view using Reset Layout option. The Reset Layout option is available in the user options icon drop-down list.


Note

You can also clear your browser cache to reset the layout to the default view.

Procedure

Step 1

Click the user options icon on the top-right corner of the screen.

Step 2

Click Reset Layout.

Step 3

Click Ok in the confirmation dialog box.

Restores the default view across all tabs.