Cisco Unified Contact Center Express (UCCX) is used by departments with telephone call centers. Agents use a browser-based software, Finesse, with their telephone (either a physical telephone, or software based phone such as Webex or IP Communicator) to manage their calls. This is a list of the documentation used to train new agents on UCCX.
- Logging into Finesse
- Logging out of Finesse
- Finesse Agent Desktop Overview
- Changing Agent State
- Answering a call
- Making calls
- Call handling
- My History
- My Statistics
- Before logging into Finesse you must make sure your phone is ready. That can mean logging into IP Communicator or logging into your telephone
- Once you are ready, use a web browser (Chrome or Firefox) and navigate to https://finesse.rowan.edu:8445/. We recommend that you use a separate browser window for other web browsing. You will want Finesse to always be in an active window.
- You should see the following login screen:
- Login with your Rowan username and password, enter your 10-digit phone number in the "Extension" field, and click on Sign In
- Upon successful login, you will be brought to the agent desktop
- To troubleshoot log in errors, see Cisco Finesse: Login Problems
- Make your self not ready Changing Agent State in Finesse
- Go to the identity icon in the right corner of the Finesse Desktop and choose Sign out.
Finesse Agent Desktop Overview
Once you have signed into Finesse, you will be presented with the agent desktop. When you first sign in, you will be in the Not Ready state. You will not receive calls until you are made ready.
- Agent State - You can change from Ready to Not Ready by choosing your state from the drop-down list Changing Agent State in Finesse
- The Dialer - If you would like to place a call from your agent line, you select the dialer. From the dialer, you can either manually dial a number or use the phone book. Answering a call in Finesse
- Identity - This will list your name and agent number. You use this button to sign out. Remember, you must be in a Not Ready State before signing out.
- Agent CSQ Statistics Summary - Lists the queues that you are part of. It also shows if and how many calls are waiting in the queue and how long the longest call has been in queue.
- Agent Team Summary Report - Lists all the agents on your team and their agent state and Not Ready reason (if applicable).
Ready: To accept incoming calls, select Ready from the Agent State drop-down
Not Ready: To go unavailable, click the State icon and select a Not Ready state from the drop-down list. When agents are in Not Ready state, no queued calls will be sent to them. You may need to choose a reason before not going ready. The list of reasons is dependent on your Team. You will automatically be made Not Ready if you miss a queue call.
Reserved, Talking, and Wrap-Up: These are automatic state changes. Reserved is only active when the agent is receiving a call from the queue. The state is changed to Talking while the agent is on an inbound ACD call. Once a queue call has concluded, the state will change to Wrap-Up for a period of time (this time varies according to team), then the state will change back to the most recent state selected (usually Ready), unless the agent selects Ready or Not Ready prior to that Wrap-Up timer expiring. None of these states can be selected by the agent.
When you receive a call from the queue, your agent state will automatically change to Reserved. You can answer the call a few different ways:
- Click the green Answer button on the Finesse notification
- Pick up the receiver (if using a telephone)
- Answer the call with IP Communicator or Webex
- Click the "Answer" button on a compatible headset
The Finesse notification will have the following elements:
- Queue Name
- Caller's telephone number
- How long the call has been ringing
- Answer button
If you do not answer the call within a certain time frame (this is determined by each queue), your status will change to Call Not Answered. You will not receive any more queue calls until you make yourself ready.
You can still place outgoing calls directly with your phone, IP Communicator, and Webex. By using Finesse for your outgoing calls, you will have access to your team's phonebook. You can dial by manual entry or the phonebook.
For both methods, you will need to select the Dialer icon from the top row.
Manual Entry
- If not already selected, select the Keypad icon from the Dialer.
- Enter the phone number using the dialing instructions. Note this is the same way you would dial a number from your Cisco phone.
- Click the green call button.
- Your call has been placed. You will now see the Call Control Bar at the top of your Finesse screen.
Telephone Book
- Select the Telephone Book icon from the Dialer.
- Scroll or type the name of the recipient.
- When you find the entry you would like to call, click the green number to make the call.
- Your call has been placed. You will now see the Call Control Bar at the top of your Finesse screen.
When you have an active call, you will see the Call Control bar at the top of your Finesse desktop. The Call Control bar has information about the call such as call variable information (not used by all teams), call duration, and caller's cell phone number. It also has Call Control buttons: keypad, hold, direct transfer, consult, and end.
Keypad
Use the keypad button to dial a number. You can also use the keypad on your telephone or Webex Calling to dial a number.
Hold
Use the hold button to put a caller on hold. Use the options on the call control bar will change when you put the caller on hold. Use the retrieve button to resume the call.
Direct Transfer
A Direct Transfer is a blind transfer. The call will be sent directly to the recipient. You cannot introduce the call or retrieve the call once you do a direct transfer. If you would like to introduce a call, see below for Consult (Warm Transfer/Conference). When you select the Direct Transfer button, a window showing the phonebook and dialer will appear. You can toggle between the phonebook and the keypad. For more information on dialing and phonebook see Making Calls. Once the call is transferred, you will go into the Wrap-Up state.
Consult (Transfer/Conference)
Use the consult button when you want to create a conference call or introduce a call before transferring it. When you press the Consult button, a window showing the phonebook and dialer will appear. You can toggle between the phonebook and the keypad. For more information on dialing and phonebook see Making Calls.
After you dial the number, your call control bar will display two telephone calls. The top call is the original caller. The second bar is new call. The top call is on hold and cannot hear what is happening on the second call. If you would like to transfer the call, select the Transfer button on the top call bar. If you would like to have a three-way call with all callers, select the conference button in the top call bar. If you would like to add in another caller, press the Consult button in the lower call bar. You can end either call by selecting the end button on the call control bar of the call you want to end.
If you choose to conference the call, your call control bar will now only have one call bar.
The My History screen has two parts: Recent Call History and Recent State History
Recent Call History
Recent State History
My Statistics provides data on your agent telephone line since midnight.