Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.5(1) - Common Tasks [Cisco Finesse 12.5(1)] (2024)

To ensure that all features of the Cisco Finesse agent and supervisor desktop work properly, you must disable popup blockers from the supported browsers. For the list of supported browsers, see the Unified CCE Compatibility Matrix.

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.

Procedure

When you sign in as a mobile agent, you can use any phone (home phone or mobile phone) that is accessible to the contact center phone system to receive calls.

For more information about using the mobile agent feature, see the Unified Contact Center Enterprise Features Guide.

Procedure

When you select the Sign in as a Mobile Agent check box and choose a mode (Call by Call or Nailed Connection), Finesse stores a cookie in your browser that allows the browser to remember these selections. When you access the sign-in page again, the Sign in as a Mobile Agent check box and Mode are already selected. These selections persist across sign-ins, browser restarts, and failover scenarios.

However, if you access the alternate Finesse server directly and you have not signed in to this server as a mobile agent before, you must make these selections again.

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

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:

Internet Explorer

Note

If you are using a Windows client, signed in as a Windows user, you must run Internet Explorer as an administrator to install the 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.

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

2. Click on the certificate error that appears in the address bar and then click View Certificates.

3. In the Certificate dialog box, click Install Certificate to open the Certificate Import Wizard.

4. Select Current User to install the certificate for the current user only, or select Local Machine to install the certificate for all Windows users.

5. On the Certificate Import Wizard, click Next.

6. Select Place all certificates in the following store and click Browse.

7. Select Trusted Root Certification Authorities and click OK.

8. Click Next and then click Finish. A Security Warning dialog box appears.

9. Click Yes to install the certificate. The Certificate Import dialog box appears.

10. Click OK and close the Certificate Import dialog box.

11. Close the browser tab. The accepted certificate link is removed from the SSL Certificate Not Accepted dialog box.

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

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

Firefox

1. On 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 does not 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 is not 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).

   See Also

   Cisco Finesse Agent and Supervisor Desktop User Guide Release 12.0(1) - Cisco Finesse Desktop Interface [Cisco Finesse 12.0(1)]Cisco Finesse Administration Guide Release 11.6(1) - Getting Started [Cisco Finesse 11.6(1)]Finesse Overview - Finesse - Cisco DevNetFAQs - Finesse - Cisco DevNet

   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 does not automatically close.

   Note	If you click the certificate link and do not 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 file name and click Save.

10. Browse to the folder where you have 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 does not 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 is not 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 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 does not appear on the address bar.

Firefox

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

2. Click Advanced and then click 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 .crt file option is not available, select .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 does not appear on the address bar.

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

Procedure

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.

When you receive a request for chat, email, or any digital channels that you have registered and configured, a popover notification is displayed on the Finesse desktop. Click Accept to accept the request or Reject to reject the request.

Note	If you do not accept the request, the popover notification fades away. The duration of the notification is configured by the administrator.

Your status must be Ready or Not Ready to make an outgoing call.

Note

Finesse supports the use of any ASCII character when you make a call. Finesse converts letters typed into the dial pad into numbers. It does not remove non-numeric characters (including parentheses and hyphens) from phone numbers. All alphabetical and special characters from the phone numbers including #, *, +, and : is supported.

Procedure

You must be in Ready state to be available for customer calls. When a call arrives at the desktop, your state automatically changes to Reserved. A popover notification with configured customer details is displayed with the Answer button.

Note	You can receive a direct call from another agent while you are in Not Ready or Ready state.

Procedure

An Outbound Option Preview call allows you to view a customer's contact information before you choose to accept or decline the call.

Procedure

A Direct Preview Outbound call allows you to view a customer's contact information before you choose to accept or decline the call.

Procedure

The Reclassify button allows you to reclassify a Direct Preview Outbound call as Answering Machine, Fax, Invalid Number, or Voice. By default, a call is classified as Voice. This button is available after you accept the Direct Preview call and remains for the life of the call. This also available while you are in the Wrap-Up state. You can reclassify a call multiple times.

Procedure

If you are on an Outbound Dialer call and the customer wants to be called back at a later time, you can schedule a callback.

Procedure

When you are on an Outbound Option call, you can schedule a customer callback at a more convenient time. Scheduled callbacks can be personal or regular, depending on the configuration of your contact center. Regular callbacks appear on your desktop in the same Outbound Option mode as the original call (for example, if the original call was a Preview call, the callback call is a Preview call).

Personal callbacks are similar to Outbound Option Preview calls but the buttons on the desktop are slightly different.

Procedure

You must be on an active call to initiate a consult call.

Procedure

This feature allows you to transfer a call without first initiating a consult call.

Note	You must be in Talking state to initiate a transfer. If you put the call on hold, the Transfer button disappears.

Procedure

Use this feature to send a string of dual-tone multifrequency (DTMF) digits during a call. For example, you can use this feature to interact with an interactive voice response (IVR) system to enter an account number or a password.

The Wrap-Up button and the call control buttons Hold, Transfer, Consult, and End are disabled across all calls when DTMF Keypad is opened, and until the responses to all DTMF requests are completed or have timed out. The number of outstanding requests and the timeout duration is configured by your administrator.

Note	You must be on an active call to use this feature.

Procedure

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.

If Cisco IM and Presence is configured with certificate which are not automatically trusted by browsers, user will be prompted to accept security certificate during sign in to the Finesse desktop. To avoid the prompts to accept certificate appearing every time, user 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, 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.

Wrap-up reasons can be applied on all Inbound calls routed to the Contact Center and on all the Contact Center triggered outbound campaign calls only. If your administrator has assigned wrap-up reasons to you, the Wrap-Up Reason button appears when you are on a call or when you are in Wrap-Up state after a call (if you are configured for Wrap-Up).

If you do not have any Wrap-Up Reasons assigned to you, you will not have this feature on your desktop. Your administrator creates and assigns Wrap-Up Reasons.

Note	Wrap-Up Reasons are set on per call basis. This means if you apply a wrap-up reason for a call, the same will be reflected on desktops of all other participants (agents) of the call.

You can enter a Wrap-Up Reason during a call or while you are in Wrap-Up state after the call ends (this includes call termination as well as transfer and conference drop scenarios). If Wrap-Up is required, you automatically transition to Wrap-Up state when the call ends. If wrap-up is optional, you can select Wrap-Up from the agent state drop-down during the call. Your state then appears as Talking -> Wrap-Up (Pending) for the duration of the call. When the call ends, you transition to Wrap-Up state and can complete any after call work.

If you want to specify what state to enter when the wrap-up timer expires, you can select the state from the drop-down before you select Wrap-Up. For example, while on a call, select Not Ready from the drop-down. Then select Wrap-Up.

To end Wrap-Up state, select your new state (Ready or Not Ready) from the drop-down or wait for the preconfigured timer to expire.

Note

Once you enter a Wrap-Up state no further call updates will be made in the call control gadget. However, if you enter a wrap-up reason for the call while in wrap-up state, the call control gadget will be updated with the new wrap-up reason only; all other call information will remain as they were prior to entering the wrap-up state.

Procedure

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

If your administrator has assigned wrap-up reasons and you wish to change your state from wrap-up to any other state, a tooltip with the message Select Wrap-Up Reason is displayed. You cannot change your state unless the wrap-up reason is applied, or your timer expires and your state is changed automatically.

The wrap-up timer is applicable when administrator has set the wrap-up time for the CSQ. When agents end a call, the wrap-up timer starts the countdown and agents are required to wrap-up before the timer reaches zero.

For Example, if the timer is set to 30 seconds, the timer starts from 30 and ends on zero.

The wrap-up timer is displayed below the state.

Click 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 call.

• Disposition: Indicates the action taken for the call.

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

• 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.

Click 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.

Cisco Unified Intelligence Center 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 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.

From the Live Data report toolbar, you can:

• 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.

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.

If you experience problems with the Finesse desktop, you can send a set of desktop logs to your administrator.

Procedure