Cisco Finesse


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


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. 

Request a Call Flow Change


Agent Guides

Cisco Finesse - Logging In

Cisco Finesse - Logging Out

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