UCCX 12.5 - Making calls 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.

You can still place outgoing calls directly with your phone or Jabber. By using Finesse for your outgoing calls, you will have access to your team's phonebook. You can dial by manual entry or the phonebook.

For both methods, you will need to select the Dialer icon from the top row.

Dialer icon

Manual Entry

  1. If not already selected, select the Keypad icon from the Dialer.
  2. Enter the phone number using the Cisco Dialing Plan. Note this is the same way you would dial a number from your Cisco phone.Cisco VoIP - Dialing patterns
  3. Click the green call button.
  4. Your call has been placed. You will now see the Call Control Bar at the top of your Finesse screen.
    Call Control bar

Telephone Book

  1. Select the Telephone Book icon from the Dialer.
  2. Scroll or type the name of the recipient.
  3. When you find the entry you would like to call, click the green number to make the call.
    Telephone book
  4. Your call has been placed. You will now see the Call Control Bar at the top of your Finesse screen.
    Call Control bar

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