- Preface
- Getting Started
- Manage System Settings
- Manage Call Variables Layout
- Manage Desktop Layout
- Manage Phone Books
- Manage Reasons
- Manage Team Resources
- Manage Workflows
- Manage Security
- Manage Third-Party Gadgets
- Perform Routine Maintenance
- Cisco Finesse Failover Mechanisms
- Backup and Restore
- Supported Cisco Unified Communications OS Services
- Certificates for Live Data
Cisco Finesse Administration Guide Release 10.0(1)
- Updated:
- February 22, 2018
Chapter: Manage Team Resources
Manage Team Resources
You can assign phone books, reason codes, wrap-up reasons, custom desktop layouts, and workflows to teams on the Team Resources tab of the administration console.
- Team Resources
- Assign Phone Books and Reasons to Team
- Unassign Phone Books and Reasons from Team
- Assign Custom Desktop Layout to Team
- Assign Workflows to Team
- Unassign Workflows from Team
Team Resources
Use the Manage Team Resources gadget on the Team Resources tab of the Cisco Finesse administration console to assign and unassign phone books, reasons, custom desktop layouts, and workflows to teams. Click the Name or ID header to sort the teams in ascending or descending order.
The Manage Team Resources gadget contains six tabs, each enabling you to assign or unassign resources to a team. The tabs are defined in the following table.
|
Tab Name |
Description |
|---|---|
|
Desktop Layout |
Use this tab to customize the desktop layout for the team. The default layout is defined in the Manage Desktop Layout gadget. You can define one custom layout for the team. |
|
Phone Books |
Use this tab to assign/unassign phone books to the team. Only phone books that are defined in the Manage Phone Books gadget as available to teams are available for assignment. |
|
Reason Codes (Not Ready) |
Use this tab to assign/unassign Not Ready reason codes to the team. Only Not Ready reason codes that are defined in the Manage Reason Codes (Not Ready) gadget as available to teams (not global) are available for assignment. |
|
Reason Codes (Sign Out) |
Use this tab to assign/unassign Sign Out reason codes to the team. Only Sign Out reason codes that are defined in the Manage Reason Codes (Sign Out) gadget as available to teams (not global) are available for assignment. |
|
Wrap-Up Reasons |
Use this tab to assign/unassign Wrap-Up reasons to the team. Only Wrap-Up reasons that are defined in the Manage Wrap-Up Reasons gadget as available to teams (not global) are available for assignment. |
|
Workflows |
Use this tab to assign/unassign workflows to the team. Only workflows that are defined in the Manage Workflows gadget are available for assignment. |
Actions on the Manage Team Resources gadget:
-
Add: Assign a phone book, reason, or workflow to the team
-
Save: Save the phone book, reason, desktop layout assignment, or workflow to the team
-
Revert: Cancel any changes made before they are saved
-
Refresh: Refresh the list of teams
Note
If you select a team and then click Refresh, the team is de-selected and the Resources area for that team disappears. The list of teams is refreshed and you must select a team again.
Assign Phone Books and Reasons to Team
Unassign Phone Books and Reasons from Team
| Step 1 | In the Manage Team Resources gadget, select a team. Tabs for each available resource appear. |
| Step 2 | Click the tab for the resource you want to unassign from the selected team. The List of <resource> area appears. |
| Step 3 | Click the red X next to the resource you want to unassign. |
| Step 4 | Click Save. |
Assign Custom Desktop Layout to Team
Perform the following procedure to create and assign a custom desktop layout to a team.
| Step 1 | In the Manage
Team Resources gadget, select a team.
Tabs for each available resource appear. | ||
| Step 2 | Click the
Desktop Layout tab.
The Desktop Layout XML area appears. The area contains the default desktop layout XML. | ||
| Step 3 | Select the
Override System Default check box.
The XML becomes editable. | ||
| Step 4 | Edit the XML as desired. | ||
| Step 5 | Click
Save.
The custom desktop layout replaces the default desktop layout for the team after 10 seconds. If a supervisor or agent is signed in when the change is saved, the change does not go into effect on their desktop until the supervisor or agent signs out and signs in again.
|
Assign Workflows to Team
| Step 1 | In the Manage Team Resources gadget, select a team. Tabs for each available resource appear. | ||
| Step 2 | Click the Workflows tab. The List of Workflows area appears. | ||
| Step 3 | Click Add. The Add Workflow popup appears. | ||
| Step 4 | Select one or more workflows from the list to assign them to the team. Workflows you assign are highlighted in blue in the Add Workflows popup and added to the List of Workflows area. | ||
| Step 5 | Workflows are executed in the order in which they are listed. Use the up and down arrows to move a selected workflow to the desired position in the list. | ||
| Step 6 | When you has finished assigning workflows, click Save.
|
Feedback