Get started with Manage Digital Channels gadget
After signing in to the Finesse desktop, you must explicitly sign in to the Manage Digital Channels gadget and manually change the digital channels state to Ready. You must be in the Ready state to receive tasks for interaction. There's no explicit sign-out for this gadget.
Note |
To sign out of Finesse desktop, all the channels (voice and digital) must be in Not Ready state. |
Before you begin
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Ensure that your administrator has configured the Manage Digital Channels gadget and you have access to it.
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Ensure that your Finesse desktop has internet connectivity with the required bandwidth and latency as specified in the Cisco Finesse Administration Guide, so that it can load the Manage Digital Channels gadget from the cloud datacenter.
Procedure
Step 1 |
Sign in to Finesse desktop. |
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Step 2 |
From the left pane, select Manage Digital Channels. The Manage Digital Channels Sign In dialog appears. |
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Step 3 |
Click Sign In. The gadget signs in to all the digital channels (Chat/Social Channels and Email) that are configured for the user. The digital channel icons that are available at the top of the window, display your status. After you successfully sign in, by default all the digital channels are in Not Ready state.
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Step 4 |
Click the drop-down arrow next to the Chat/Social Channels and Email icons. The following list appears:
Under each channel, there's an option to move the channel to Ready or Not Ready state. The Not Ready reasons for voice and digital channels are the same.
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Step 5 |
Select Ready to be available for the required digital channel. |
If any of the digital channels fail to change their state to Ready, a pop over notification appears on the top-right corner of the window. The gadget retries to sign in for the configured number of times.
The digital channels have a visual representation for different states as shown in the following table:
State change of digital channels
If you don’t accept an interaction before a stipulated time, a pop-over notification appears at the top-right corner of the window and the digital channels state changes to Not Ready automatically.
When any of the Chat/Social Channels go to the Not Ready state, all the Chat/Social Channels go to the Not Ready state. You can continue to use the active tasks but no new tasks are presented. If you sign out, the active tasks are Closed or Transferred as per the administration configuration. You must manually change the respective channel state to Ready to start receiving tasks again.
When you manually change your state to Not Ready, you must select an appropriate reason to indicate why you’re changing your state to Not Ready. Always select a Not Ready reason specifically for Chat/Social Channels and Email. The specific Not Ready reasons aren’t available for the All option. The specific Not Ready reasons take precedence over the Not Ready option for All. For example, if you’ve selected a custom not ready reason such as Not Ready Lunch, when you select the Not Ready option from the All option, there’s no change. However, if you have selected Not Ready from the All option and later select Not Ready Lunch, then the state changes to Not Ready Lunch.
When changing the state, it’s possible for any of the media types that are under Chat/Social Channels to fail due to network issues or other such conditions. If this happens, the icon indicates the partial state as shown in the table. You must manually change the respective media state to Ready to start receiving tasks again.