The functions will allow the Agent to ask others a question or add others to the phone call. These functions will appear when on an active call. To place a call on hold, click Hold on the call bar. Some factors will affect the automatic switch to the Ready state, such as your department's After Call time, whether or not you missed a call, and who ended the call. Important: It is a best practice to periodically check to ensure your state returns to Ready after completing a call or stepping away from your computer. Note: You can receive a call from another Agent while you are in the Not Ready state.
Additional information on the software release can be found on the Cisco website. Important: See Cisco Finesse 12.0 Agent Desktop for UCCX to watch the Cisco Finesse training video.
No additional program is needed on the PC other than a web browser. OverviewĬisco Finesse for Contact Center Express 12.0 is an Agent and Supervisor Desktop that is completely web-based.
Thanks again.Important: The U-M Virtual Private Network (UM-VPN) must be connected, and your ITS-provided softphone must be running to access Cisco Finesse when off the U-M Network. I'm sure I can talk management into spending $4k on a class, I just need to do my due diligence and make sure it's worth the time. So, to summarize - my priority is CSQ scripts, but having a better overall understanding would be extremely useful. I'm the "jack of all trades" guy, so I'm getting to deal with it - but I love a challenge. My employers want to bring more of this in house, as $200/hr for minor script changes is excessive and there's significant cleanup that needs to happen from the poor implementation. I've gained a little experience just by going through and documenting our existing CSQ scripts in Visio and I can tell the difference between the ones that were written well and the ones that weren't - the phone company who did our implementation was garbage, and the partners/consultants did a pretty good job. I'm reasonably comfortable with setting up agents and supervisors, but it's the CSQ scripts that I'd really like some help with. We do play with our production system, which is terrifying in and of itself. Currently we're relying pretty heavily on a vendor partner for anything more than basic move / change / new user requests. Without going into too much detail, we, as a company, didn't get much training at implementation time (it's been two or three years now).