UCCX 12.5 - Agent Training Documentation

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.

Cisco Unified Contact Center Express (UCCX) is used by groups on campus with large call volume. Agents use a browser-based software, Finesse, with their telephone (either a physical telephone or Jabber) to manage their calls. This is a list of the documentation used to train new agents on UCCX.

  1. UCCX 12.5 - Agent Finesse Login/Logout
  2. UCCX 12.5 - Finesse Agent Desktop Overview
  3. UCCX 12.5 - Changing Agent State in Finesse
  4. UCCX 12.5 - Answering a call in Finesse
  5. UCCX 12.5 - Making calls in Finesse
  6. UCCX 12.5 - Call Handing in Finesse
  7. UCCX 12.5 - My History in Finesse
  8. UCCX 12.5 - My Statistics in Finesse

See Also:

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