UCCX 12.5 - Team Messages

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.

How to send a message to agents on your team. This message will show at the top of your agents' Finesse desktop. Only supervisors may send messages.

View a Team Message

The team message will appear at the top of the Finesse desktop. If there is more than one active message, you can use the arrows to scroll through the messages. A red dot indicates that there is a new message. The message will be prefixed by the sender's name and the time that the message was sent.
Team Message example

Send a Team Message

  1. Select the Team Message Icon from the top of the Finesse desktop.
    Team Icon
  2. In the Compose Message box, enter the text you would like to send (up to 255 characters).
  3. Select your team from the Teams drop-down list.
  4. Choose how long you would like the message to appear on the agents' desktop (up to 23 hours 55 minutes)
  5. Press the Send button.
Team Message Window

Review Team Message

  1. Select the Team Message Icon from the top of the Finesse desktop.
    Team Message Icon
  2. Click the text, "Show recent messages"
  3. Any active messages you sent will appear. (You will not be able to review/delete message sent by other supervisors.) You can see:
    1. The time the message was sent
    2. How much time is remaining
    3. Contents of the message
    4. The team that received the message 
Recent Message Window

Delete Team Message

  1. Select the Team Message Icon from the top of the Finesse desktop.
    Team Message Icon
  2. Click the text, "Show recent messages"
  3. Any active messages you sent will appear. (You will not be able to review/delete message sent by other supervisors.) 
  4. Click the checkbox next to the message(s) you want to delete. The Delete Button on the bottom of the window will then turn red.
    Delete Message window
  5. Click the Delete button.
  6. In the confirmation box, hit Delete again.

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




Keywords:cisco contact center express call center Finesse agent agents phone telephone team group message broadcast all   Doc ID:109890
Owner:ELIZABETH C.Group:Voice Services
Created:2021-03-25 10:11 CDTUpdated:2021-03-31 09:22 CDT
Sites:DoIT Help Desk, Voice Services
Feedback:  1   0