UCCX 12.5 - Call Handing 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 shows how to transfer, conference, and put calls on hold in Finesse.

When you have an active call, you will see the Call Control bar at the top of your Finesse desktop. The Call Control bar has information about the call such as call variable information (not used by all teams), call duration, and caller's cell phone number. It also has Call Control buttons: keypad, hold, direct transfer, consult, and end.

Call Control Bar



Keypad

Use the keypad button to dial a number. You can also use the keypad on your telephone or Jabber client to dial a number.
keypad pop up

Hold

Use the hold button to put a caller on hold. Use the options on the call control bar will change when you put the caller on hold. Use the retrieve button to resume the call.
Call control ball when call is on hold

Direct Transfer

A Direct Transfer is a blind transfer. The call will be sent directly to the recipient. You cannot introduce the call or retrieve the call once you do a direct transfer. If you would like to introduce a call, see below for Consult (Warm Transfer/Conference). When you select the Direct Transfer button, a window showing the phonebook and dialer will appear. You can toggle between the phonebook and the keypad. For more information on dialing and phonebook see UCCX 12.5 - Making calls in Finesse. Once the call is transferred, you will go into the Wrap-Up state.
direct transfer window

Consult (Warm Transfer/Conference)

Use the consult button when you want to create a conference call or introduce a call before transferring it. When you press the Consult button, a window showing the phonebook and dialer will appear. You can toggle between the phonebook and the keypad. For more information on dialing and phonebook see UCCX 12.5 - Making calls in Finesse
consult window

After you dial the number, your call control bar will display two telephone calls. The top call is the original caller. The second bar is new call. The top call is on hold and cannot hear what is happening on the second call. If you would like to transfer the call, select the Transfer button on the top call bar. If you would like to have a three-way call with all callers, select the conference button in the top call bar. If you would like to add in another caller, press the Consult button in the lower call bar. You can end either call by selecting the end button on the call control bar of the call you want to end.call control bar with 2 calls
If you choose to conference the call, your call control bar will now only have one call bar.
Conferenced call control bar

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