Usually when the agents log on to cad they are notified of the upgrade and it downloads. Offer exceptional user experience with ivt certified cisco finesse 12. Cisco agent desktop some links below may open a new browser window to display the document you selected. They use the company code to retrieve their licence and company settings. Enroll now at global knowledge to master all the essential cisco uccx skills from capacity planning to. It delivers call routing, management, and administration features, and is designed for businesses ranging from very small to enterprise branch offices up to 400 agents. Fuma is compatible with cisco ucce, uccx, and pcce. The agents will be roaming with mobile phones only, no pc. Data sheets 9 endoflife and endofsale notices 4 design. Operation perspective contact center solution components details component host name urls login id password cisco unified contact center express uccx hquccx. I have a working app to call mobile numbers but it has some shortcomings including twostage dialing one call to. Unified contact center express uccx is the solution for small to medium up to 400 agents call centers in ciscos unified communications suite.
Troubleshoot common scenarios in outbound dialer of uccx. Are you looking for a substitute or alternative to cisco agent desktop for ucce or uccx. Login to cisco ucce or uccx as an agent user logs in using normal cisco agent credentials. Cisco unified contact center express uccx is a contact center in a box, providing a customer interaction management solution for up to 400 agents that is safe and simple to deploy. Cisco finesse agent desktop for ucce and uccx novelvox. Hi, my cad and csd shows the status in the bottom as partial service,when i analyse the service status by clicking on that agent statistics viewing is inactive. Agents and supervisors download comstice desktop agent and run it from their pcs.
If you want support information for the cisco agent. Contact center agent without desktop pc comstice mobile agent app is a cisco finesse client on iphone and android. Agents can easily switch between desktop and mobile agent interfaces if they need to step away from. If the agent logs out for any reason, then the agent cannot log back in to the uccx system. You can view a listing of available cisco agent desktop offerings that best meet your specific needs. Whether you are looking for a substitution to cisco agent desktop or a supplement or alternative to cisco finesse, you have come to the right place. Cisco unified contact center express uccx initial setup. Make use of our prebuilt gadgets or add any extra functionality to your agent desktop as and when required. Now assign the user i create in cucm which is uccx as the uccx admin. Mobile agent app data sheet comstice mobile agent app is a cisco finesse client for cisco uccepcce and uccx. Mobilize your organization around customer with full contact center functionality, detailed reporting and compliance recording. Althought the above wordaround will allow cad to open, this will cause a mismatch of versions from cad and uccx. When attempting to login, new agents or supervisors will receive the error.
Modifying an agents team assignment from appadmin is not reflected in cisco desktop administrator. Cisco finesse agent and supervisor desktop user guide for. Remote monitoring on cisco unified contact center express 8. Powerful contact center agent desktop for cisco unified contact center enterprise ucce, cisco unified contact center express uccx, avaya and genesis. Comstice desktop agent for contact centers clickandrun agent and supervisor app for better contact handling no browser dependency, crm screenpops and builtin softphone for cisco and amazon connect. Unified contact center express 10 linkedin slideshare. Skillsbased routing and resource groups what is the difference between cisco agent desktop and finesse. Many cisco agent desktop cad users at the users site could not login to unified contact center expressuccxconsistently. Due to the ie 11 cipher issue, we need to apply su2, 10. Call treatment on cisco unified contact center express uccx 11. In the process of our upgrade we had to do a quick upgrade of uccx to 9. Easy to deploy and easy to use, uccx has the security and capabilities you need. My only options are the supervisor desktop, desktop admin, and the client configuration t. The agent software needs some parameters that wont be in place till you build it.
Download comstice desktop agent, unzip and click on. Contact center agent desktop call center unified agent. Right now, cisco tells us that cisco finesse is the only way to go for owners of cisco unified contact center solutions, but this may be not what you need. You will also learn about the agent desktop interface, desktop administrator, and the desktop workflow administrator to invoke behaviors that involve thirdparty applications and webbased apps such as web callback option and leave a message in queue. Comstice desktop agent for cisco ucce, pcce and uccx helps agents to login using click and run finesse client. Chat messaging between the agent and the supervisor or, if enabled, between agents, allows the agent to chat with others and to get timely information while assisting callers.
Get product information, technical documents, downloads, and community content. Learn about the cisco unified contact center express unified ccx product and all of its associated client applications and scripting tools. Integrate cisco finesse unified agent desktop with salesforce to optimize your agent desktop as per your industrybusiness needs. Cisco agent desktop for cisco unified contact center express standard version gives agents a fullfeatured user interface for managing calls and their work state. There are a number available, including a nice one from tenox, as well as the free of charge wallboard 2. Cisco agent desktop was a computer telephony integration cti solution for single and multisite ipbased contact centers. We have users in remote sites that need handholding on any refre. Powerful contact center agent desktop for cisco unified contact center enterprise ucce, cisco unified contact center express uccx, avaya and genesis contact centers to empower your agents in delivering prompt and effective customer service. Customer collaboration platform cisco customer collaboration platform ccp, in a uccx solution, acts as the ingress point for chat and email channels. Cisco uccxd deploying cisco unified contact center. Ccp exposes rest apis which can be used for custom web clients for uccx web chat. Salesforce integration with cisco finesse agent desktop.
Agents are unable to login as the agent id input text box in cisco agent desktop will only accept 31 characters. Watch a demonstration of what is new for the cisco finesse 12. Farlon ucc desktop will help you harness the skills already in your call center and help you deliver great customer service. Cisco unified contact center express uccx mindsight. This occurs when the crs engine fails to access the new agent records in the uccx database and update the desktop components, therefore failing to notify them that a new agent or supervisor has been created. It runs on the same ucos platform that unified communications manager and unity connection run on, the initial install is. Be able to add or remove cisco finesse gadgets anytime as per your business needs. Work from home with mobile agent app for cisco ucce uccx. Cisco agent desktop quick start guide for cisco unified contact center express, release 10. Access to cisco cucm corporate directory and microsoft ad via cisco cucm no.
It is an automated call distribution acd scheme based on ip that queues and distributes incoming calls intended for customers agents of cisco unified. Now go back to cucm and assign to the user an ipcc extension so you can see the agent in the resource of uccx resource page. Uccx spanbased silent monitoring configuration example. Cisco finesse remote agent scenarios for ucce, pcce and uccx. Does anyone know if applying that upgrade requires a refresh of the agent desktop. Cisco finesse mobile agent app for cisco ucce and uccx.
Cisco finesse agent desktop getting started youtube. Technical references 31 data sheets and literature. Cisco public local edition cisco unified contact center express socialminer all in one solution easy to deploy easy to use application platform unified communications manager business edition 6000 and 7000, specbased hw options high availability asrtts workforce management outbound ivr quality management crm connectors 5 contact center. Asccx advanced scripting for cisco unified contact. Agent reskilling without any additional server ucce only, uccx version. However, in the downloads section, i can only download 9. How to connect two routers on one home network using a lan cable stock router netgeartplink duration. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. Unique features of comstice desktop agent for cisco finesse. But, jabber agent logged into finesse desktop is in. It handles the chat and email media flow from the agent desktop to the customer who initiated the chat or email. Im trying to install agent desktop on my win7 64 bit.
So, i began researching free wallboards that would work with my unified cisco contact center express uccx call center. Scripting and subsystem management is also covered. Cisco agent desktop for cisco unified contact center. Looking for a solution to handle roaming mobile uccx agents in uccx 10. Novelvox has been serving the cisco contact center ecosystem for the past 11 years, and here is novelvoxs quick and flexible finesse unified mobile agent app fuma to combat the current scenario. If your remote contact center agents have laptops and pcs agent functionality.
Contact center cisco unified contact center express cisco. So we recently had the joys of upgrading our cisco voice setup to version 11, including our unified contact center express uccx system. Cisco finesse gadgets uccx finesse gadgets for agents. In a contact center environment, jabber is logged in and finesse agent desktop logs in with jabber as an agent 2. Your call center agent desktop plays a crucial role in delivering an enhanced customer experience. If you want support information for the cisco agent desktop 10. Verification and like this the initial setup is finish. Cisco agent desktop install and upgrade guides cisco. When i login to the appadmin page and go to tools plugins desktop suites i do not see the link to download the agent desktop. The agents team assignment in cisco desktop administrator always shows default. This video displays what is new for unified contact center enterprise, packaged contact center enterprise, and hcscontact center. Hi spiceworks community, when launching cisco desktop agent, our user gets this message.
Cisco finesse agent and supervisor desktop user guide for cisco unified contact center express, release 11. Cisco finesse mobile agent for ucce, pcce and uccx go live in 3 hours. Mobile call center agent for cisco uccx, ucce, pcce and amazon connect, calls received. This affects only those agent phones that have non. Uccx what are the two different ways uccx allows you to route calls to agents. Do you want to continue using cisco agent desktop but cannot because cisco cad is no longer available. Jabber agent logged in to finesse agent desktop with jabber status set dnd doesnt change status when on a call conditions. Cisco finesse thick client, click and run, no installation required, screenpop, team chat. Comstice mobile agent has a builtin sip phone option which can be enabled and register to comstice cloud telephony service.
That is it it will ask you to install the cisco unified ccx desktop configuration. Snmp host resources agent service core dumps generated hostagt last modified. Cisco unified contact center express uccx is a complete contact center in a box. A substitute or alternative to cisco agent desktop for. This website uses cookies to improve your experience while you navigate through the website.