Cisco Finesse - Accepting a Queued Call


Introduction

When a Cisco Finesse agent is ready to accept calls, Finesse will pass the next available queued call to the agent who has been Ready the longest.  Agent profiles can be configured to either auto-answer the call, or to present the call to the agent to manually accept or reject.

Instructions

Accepting a Call

  1. Log in to Cisco Finesse and set the status to Ready.

  2. When a call arrives in queue, it will be sent to the agent's Jabber application.  It will ring once and then speak the name of the call flow where the caller originated, flashing a screen with caller information.  If the agent is configured to auto-answer queued calls, the audio will begin immediately.  If the agent is configured to manually answer queued calls, the agent will need to click the Answer button.

    When receiving a queued call, Finesse Desktop flashes call information.

    Jabber will auto-answer the call.

  3. The call will now be live and your status will change to Talking in Finesse.  You may speak with the caller, as well as use any of the following commands within the Finesse desktop:

    1. Hold – place the caller on hold.  The caller will hear hold music.

    2. Direct Transfer – allows agent to send caller to another number.  This is known as a "cold transfer" and will immediately terminate the agent's connection once the transfer is complete.

    3. Consult – allows agent to connect to another agent before initiating a transfer.  This is known as a "warm transfer" and will connect all parties before disconnecting the original agent.

    4. Wrap-Up – allows the agent to request time to wrap-up the call after the caller disconnects.  Some types of agents will have wrap-up automatically after the caller disconnects.

      When a call has been answered, Finesse Desktop shows available options in a button menu.

  4. When the call concludes, the agent may terminate the call with the End button.

    To end a call, click the End button as shown here.

  5. The agent will return to a Ready state to take the next call, unless a Wrap-up state has been requested or automatically configured.

Accepting a Call using Manual Answer

  1. UPDATE WITH MANUAL ANSWER STEPS WHEN PROVIDED BY SEAN MAGIERA