UCCX 12.5 - Answering a call in Finesse

The Contact Center Express upgrade to Version 12.5 is scheduled for the night 4/10/2021. Agents and supervisors will see the new layout on 4/11/2021.

This document outlines how to answer a contact center call in Finesse.

When you receive a call from the queue, your agent state will automatically change to Reserved. You can answer the call a few different ways:

  1. Click the green Answer button on the Finesse notification
  2. Pick up the receiver (if using a telephone)
  3. Green answer button on the Jabber App (if using Jabber)
  4. Answer button on a compatible headset

The Finesse notification will have the following elements:
  1. Queue Name
  2. Caller's telephone number
  3. How long the call has been ringing
  4. Answer button
Call notification

If you do not answer the call within a certain time frame (this is determined by each queue), your status will change to Call Not Answered. You will not receive any more queue calls until you make yourself ready.

If you need further help, please contact the DoIT Help Desk for assistance




Keywords:cisco contact center express call center Finesse agent agents calls answer incoming receive ready   Doc ID:109695
Owner:ELIZABETH C.Group:Voice Services
Created:2021-03-16 10:33 CDTUpdated:2021-03-30 15:01 CDT
Sites:DoIT Help Desk, Voice Services
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