Overview
Cisco Finesse is an Automated Call Distribution (ACD) system, used for queueing and distributing customer calls at contact centers across Michigan Medicine.
Cisco Finesse offers substantial benefits, including:
- High availability - no need to logoff / logon between two different systems
- Seamless integration with Cisco Jabber soft phones
- Browser-based application for easy access and improved workflows
- Real-time and historical data built-in for agents and supervisors
Cisco Finesse Requires Jabber on a laptop or workstation to function. Jabber via Cell Phone, UCC Wireless Phones, and Cisco Desk Phones are not currently support.
Related Information
Items
Report an issue with Cisco Finesse
Add, Modify, or Delete a Cisco Finesse Account
Please note, when requesting a Cisco Finesse Agent or Supervisor account, a Jabber account will automatically be created.
Do not submit a separate request for Jabber.
Agent Guides
Cisco Finesse - Setting Your Skills
Cisco Finesse - Accepting a Queued Call
Cisco Finesse - Making an Outbound Call
Cisco Finesse - Placing a Call on Hold
Cisco Finesse - Transferring or Conferencing a Call
Cisco Finesse - Recording a Personal Greeting
Cisco Finesse - Checking Voicemail
Cisco Finesse - Retrieving Call Recordings using Verint
Cisco Finesse - Setting an Override Message
Cisco Finesse - Running Call Reports
Cisco Finesse - Creating Reports in Cisco Unified Intelligence Center (CUIC)
Cisco Finesse - Changing Jabber Expressway to Allow Connections to QA
Cisco Finesse - Call Disposition Codes