From the dial pad, enter the desired phone number (e.g., 9124898372882).

(Clicking the Manage Call tab provides the same functionality.)

In the upper right corner of your screen, click the phone dial pad icon.

Important: Agents and Supervisors should sign in at the beginning of their shift and sign out at the end of each day.

In the upper right corner of your screen, click the user icon and select Sign Out from the drop-down menu.

Ensure your status is set to Not Ready.

If you need further instructions, please consult your Supervisor. Your status will change based on the activity you are doing with the customer at that time. You should now be available to accept calls.

At the top of the Cisco Finesse screen, click Not Ready.

To change your status from Not Ready to Ready: You must be in a Ready state to receive your contact center’s calls. Note: After login, you may be asked to accept security certificates for the two contact center servers.

Enter your extension in the Extension field.

Enter your password in the Password field.

Enter your username in the Username field.

Click the appropriate login page link for your campus cluster on U-M’s Telephone: Contact Center Cisco Websites.

The Cisco Finesse web client will work on supported browser versions of Microsoft Edge, Firefox, and Chrome. 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.

An upgraded look of the Cisco Finesse web client to help increase usability.

Note: Cisco IP Communicator is still available for use.

The ability of Agents to use Cisco Jabber with the Cisco Finesse Contact Center on both Windows and macOS machines.

Cisco Finesse will not require client upgrades as in the previous desktop application.Īdditional improvements over the previous web client include: 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. 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.

Cisco uccx documentation