L15

Lab 15: Cisco Finesse Agent and Supervisor Desktops

Lab Overview

In this lab, you will load a sample queueing application to handle the routing of calls to the queues you built in Lab 14. In addition, you will log into the Finesse desktop both as an agent and as a supervisor. You will test various capabilities inside Finesse as both an Agent and Supervisor. You will examine Finesse Supervisor capabilities such as monitoring of calls and evaluating team performance through built in reporting. We will demonstrate how to answer calls using the Finesse Agent desktop.

In this lab, you will:

Log in to the UCCX App Admin web page

Log in to the Cisco Unified Communications Manager

Configure the Test Application for queueing and a sample queue application

Log in to the Finesse Client as an Agent

Log in to the Finesse Client as a Supervisor

Place various calls into the queue and test Finesse capabilities and functions

Estimated Time to Complete

30 minutes

Lab Topology and Addressing

Attention eLab Students

http://www.affiliateblogonline.com/wp-content/uploads/2012/09/Attention-Grabbing-Headlines.jpg

If you have purchased or received Cisco eLab credits for use with our Labs on Demand solution, or if you have used a reset point during in-class labs, you may need to perform special procedures to ensure your IP Communicator and PSTN IP phones properly register.

Our lab environment uses reset points allowing you to rewind and fast forward throughout various labs in a course. When performing a reset point, the static entries in the Cisco Unified Communications Manager for IP Communicator devices may change, requiring updates in order to properly register.

Note: For students who are completing labs within a class environment, note that reset points should only be used under the direction of your instructor. Most classroom lab environments will never use reset points and therefore will not require you to complete these Appendix A steps.

Please See Appendix A in the eLabs Web Portal

When you log in to the Remote Labs web interface at https://www.remotelabs.com, you will be presented with a pop-up window containing the lab exercises you are working on. The appendix will be located in the upper navigation bar inside the pop-up window as seen below:

Lab Procedures

Task 1: Log In to the CUCM Administrative Interface

In this task, you will log in to the Administrative Interface on the CUCM cluster. Both Student 1 and Student 2 will complete various sections of this exercise simultaneously.

Device

Address

Cisco Unified Communications Manager

https://10.1.1.100/

OR

https://cucm-pub-hq.globalknowledge.com

 

Username

Password

admin

Ci5co123!

Student 1 and Student 2: refer to Lab 1 for access instructions to Remote Labs if you are not currently logged into the remote labs environment.

Student 1 and Student 2: from your respective Citrix Desktop, launch your browser of choice. We have provided icons for Firefox, Chrome, and Internet Explorer. Enter https://cucm-pub-hq.globalknowledge.com OR https://10.1.1.100 into the URL bar.

Student 1 and Student 2: since the lab environment in its current state uses self-signed certificates, you will get the following security error. Click Continue to this website (not recommended). This screenshot may look different in Chrome or Firefox. Accept the certificate warning.

Macintosh HD:Users:NCS-15:Desktop:Screen Shot 2015-02-23 at 5.21.24 AM.png

Note: Our lab environment is preconfigured for DNS and should have all the proper A Records already configured. DNS allows you to browse to a name rather than an IP address. Should you have issues browsing to https://cucm-pub-hq.globalknowledge.com, attempt to PING the address by clicking Start, entering CMD in the search box, and typing ping cucm-pub-hq.globalknowledge.com or ask your instructor for further assistance.

Student 1 and Student 2: once you have accepted all of the certificate warnings, you will be presented with the initial splash screen for Cisco Unified Communications Manager. Click Cisco Unified Communications Manager.

Student 1 and Student 2: log into the CUCM Interface using the username admin and password Ci5co123!.

Task 2: Student 1 and 2 - Load IP Communicator

In this task, both Student 1 and Student 2 will reload IP Communicator for registration to the CUCM Server. Your CUCM has been preprogrammed with configuration for these endpoints in an effort to save time in the course. We want your focus to be on UCCX configuration and not the build out of a CUCM.

Student 1 and Student 2: located on your desktops you will see an icon for Cisco IP Communicator. Double click the icon to open the CIPC program.

Student 1 and Student 2: IP Communicator may take between 10 - 20 seconds to load on your machines; it may or may not immediately register automatically with CUCM. Remember: patience is a virtue none of us have.

Note: If IP Communicator fails to register or you receive a Registration Rejected message, follow steps 8 - 10 below. If it properly registers, you can skip to step 11.

(Optional) Student 1 and Student 2: if IP Communicator does not register or you receive a registration rejected message on the display, it may be necessary to close the program completely and relaunch via the system tray. In the lower right hand corner of your desktop, click the up arrow to expose running programs.

(Optional) Student 1 and Student 2: right click the IP Communicator icon and select Exit. This will close the IP Communicator program.

(Optional) Student 1 and Student 2: located on your desktops, you will see an icon for Cisco IP Communicator. Double click the icon to open the CIPC program if you had to manually close it using steps 8 - 9 above.

Student 1: your IP Communicator should look similar to the screenshot located below if you have properly configured the IP Communicator endpoint.

Student 2: your IP Communicator should look similar to the screenshot located below if you have properly configured the IP Communicator endpoint.

Task 3: Log In to UCCX App Admin Web Page

In this task, you will log in to the UCCX App Admin web page. Both Student 1 and Student 2 will complete various sections of this exercise.

Device

Address

Cisco Unified Contact Center Express

https://10.1.1.105/appadmin

OR

https://uccx-pub-hq.globalknowledge.com

 

Username

Password

admin

Ci5co123!

Student 1 and Student 2: refer to Lab 1 for access instructions to Remote Labs if you are not currently logged into the lab.

Student 1 and Student 2: from your respective Citrix Desktop, launch the Firefox web browser. Enter https://uccx-pub-hq.globalknowledge.com OR https://10.1.1.105 into the URL bar.

Student 1 and Student 2: since the lab environment in its current state uses self-signed certificates, you will get the following security error. Click Continue to this website (not recommended). Accept the certificate warning.

Macintosh HD:Users:NCS-15:Desktop:Screen Shot 2015-02-23 at 5.21.24 AM.png

Note: Our lab environment is preconfigured for DNS and should have all the proper A Records already configured. DNS allows you to browse to a name rather than an IP address. Should you have issues browsing to https://cucm-pub-hq.globalknowledge.com, attempt to PING the address by clicking Start, entering CMD in the search box, and typing ping cucm-pub-hq.globalknowledge.com or ask your instructor for further assistance.

Student 1 and Student 2: once you have accepted all of the certificate warnings, you will be presented with the initial splash screen for Cisco Unified Contact Center Express. Click Cisco Unified Contact Center Express Administration.

Student 1 and Student 2: log into the UCCX Interface using the username admin and password Ci5co123!.

Task 4: Student 2 - Modify the Test Application in UCCX

In this task, Student 2 will modify the Test IVR Application in UCCX. This application is a prebuilt application Cisco provides with the server to allow you to determine if the UCCX server is properly accepting calls. In this lab, you will load a sample Queueing application to determine if the RmCm Subsystem is routing calls properly to Cisco Finesse desktops and agents who are logged into Finesse.

Student 2: browse to Application > Application Management.

Student 2: click the Test IVR Application hyperlink to open the properties of this Application.

Student 2: using the table below, modify the Test IVR Application to use the Cisco provided icd.aef script. This is a pre-built script from Cisco that will allow you to test the UCCX Servers RmCm subsystem and route calls to Finesse agents. Once you have changed the required settings, click Update.

Test IVR Application Parameter

Value

Name

Test IVR Application

ID

0

Maximum Number of Sessions

1

Script

SSCRIPT[icd.aef]

Script Parameters

CSQ (Checked)

“Appointments”

DelayWhileQueued (Checked)

15

WelcomePrompt (Unchecked)

ICD\ICDWelcome.wav

QueuePrompt (Unchecked)

ICD\ICDQueue.wav

Description

Test IVR Application

Enabled

Yes

Default Script

-System Default-

Task 5: Log In to Cisco Finesse Supervisor Desktops

In this task, both Student 1 and Student 2 will log in to the Cisco Finesse desktops as a Supervisor. You will examine the different options inside the Finesse Supervisor desktops such as making a call, selecting a team, going ready or not ready, various reports, and signing out of the interface.

Student 1 and Student 2: double click the Mozilla Firefox icon on your respective desktops. You want to launch Cisco Finesse in its own web browser window.

Student 1 and Student 2: browse to the following URL: https://uccx-pub-hq.globalknowledge.com:8445/desktop/container/?locale=en_US.

Note: You can configure a DNS A Record, perhaps finesse.domain, instead of using IP addresses or hostname of the server and provide agents a shortcut on the desktop; that is a recommended best practice for agent logins.

Note: Finesse URL for BOTH Agents and Supervisors can be hard to find in the Cisco Documentation; bookmark this URL:

https://{ip-of-your-uccx-server}:8445/desktop/container/?locale=en_US

Note: A shortcut URL is: https://{ip-of-your-uccx-server}:8445/desktop.

Student 1 and Student 2: notice you are presented with a Security Exception window inside Mozilla Firefox. Click Advanced.

Student 1 and Student 2: notice the web browser is stating there is an invalid certificate. From an IT Administration standpoint, many of us are used to certificate warnings; however, agents in a contact center setting may not be used to seeing certificate warnings or know to continue. Click the Add Exception button.

Student 1 and Student 2: in the Add Security Exception pop-up window, ensure the Permanently store this exception check box is selected and click Confirm Security Exception button at the bottom.

Note: The concept of Certificates, Certificate Authorities, and Root Certificates vs Self-Signed Certificates is beyond the scope of this course. Cisco Finesse relies heavily on certificates; failure to upload Root CA and generate CSR requests on the servers will product 3 - 5 certificate warnings when agents and supervisors log into Finesse for the first time. More information on how to install certificates onto the UCCX Server can be found here: http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118855-configure-uccx-00.html.

Student 1 and Student 2: you will now be presented with the Cisco Finesse login prompt. Using the table below, log in to Cisco Finesse. Once you have entered the proper credentials, click Sign In.

Cisco Finesse Login for Student 1

Cisco Finesse Login for Student 2

ID: rblythe

ID: lulrich

Password: Ci5co123!

Password: Ci5co123!

Extension: 11010

Extension: 11011

Student 1 Login Prompt:

Student 2 Login Prompt:

Student 1 and Student 2: you will see a grey background with a message stating Establishing encrypted connection…; this message may take 10 - 15 seconds to complete. Finesse encrypts the traffic between the browser and the server.

Student 1 and Student 2: you will now be presented with an additional Certificate warning message; click OK.

Student 1 and Student 2: you will be presented with an additional tab in the browser. Click the Advanced button.

Note: Each tab containing reports inside Cisco Finesse uses a different port, therefore you have to accept multiple certificate warning messages as there is a certificate for each report based on different port ranges. Remember: patience is a virtue none of us have!

Student 1 and Student 2: notice the web browser is stating there is an invalid certificate. From an IT Administration standpoint, many of us are used to certificate warnings; however, agents in a contact center setting may not be used to seeing certificate warnings or know to continue. Click the Add Exception button.

Student 1 and Student 2: in the Add Security Exception pop-up window, ensure the Permanently store this exception checkbox is selected and click Confirm Security Exception button at the bottom.

Note: The concept of Certificates, Certificate Authorities, and Root Certificates vs Self-Signed Certificates is beyond the scope of this course. Cisco Finesse relies heavily on certificates; failure to upload Root CA and generate CSR requests on the servers will product 3 - 5 certificate warnings when agents and supervisors log into Finesse for the first time. More information on how to install certificates onto the UCCX Server can be found here: http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118855-configure-uccx-00.html.

Student 1 and Student 2: you will now be presented with a final Certificate warning message, click OK.

Student 1 and Student 2: you will now be presented with the Cisco Finesse Supervisor Desktop window. The exact status of your partner will depend upon how fast they are. Logged Out, Not Ready, or Ready are all normal statuses.

Note: For the remainder of this lab, only Student 1 desktop will be shown, Student 2 will be similar.

Student 1 and Student 2: examine the heading of the Supervisor Desktop. You will see that you are logged in as a Supervisor. Finesse will display your name, login id in parenthesis, and the agent′s/supervisor extension configured on the IP phone.

Student 1 and Student 2: you will now examine how to go “ready” or “not ready” in order to answer calls in the UCCX contact center. A Supervisor can also take calls just like a normal agent would in the event another warm body is needed to answer calls in queue. Notice the drop-down titled Not Ready. It has a red X over as an icon; it even shows you how long you have been in this state. Pay attention to the Make a New Call tab listed below, this will be important for the next step.

Hint: A lot of supervisors get the “high and mighties” where they feel they do not need to answer calls, training is key. If you properly train the supervisors to look at reports and when they notice high queue volumes, they should be trained to go “ready” to help with customer hold times.

Student 1 and Student 2: using the ready/not ready drop-down, place yourself into the Ready state. Notice the state timer or clock resets to the right of the drop-down. Also notice below the drop-down you change from Make a New Call to Ready for Incoming Calls.

Note: Important to note that when you place yourself into the Ready state, you cannot use Finesse to make outbound calls as a softphone. When you are in Not Ready state, you can click Make a New Call and are presented with a softphone which can place outbound calls to customers, etc. In a Ready state, Finesse will accept incoming calls to the client or agents phone.

Student 1 and Student 2: using Cisco Jabber, send your lab partner a IM, request that they change their state from Ready to Not Ready back to Ready (you are simulating multiple state changes). Pay close attention to the Team Performance real time report showing your lab partners status as seen below.

Student 1 and Student 2: pay close attention to the Team Performance real time report in Finesse, to the right hand side of the report you can see the Time in State. This indicates how long a particular agent has been in a Ready/Not Ready/Wrap up state.

Student 1 and Student 2: pay close attention to the Team Performance real time report in Finesse, to the right hand side of the report you can see the agent′s extension.

Student 1 and Student 2: pay close attention to the Team Performance real time report in Finesse, to the right hand side of the report you can select different teams.

Student 1 and Student 2: currently both supervisors only belong to a single team; click the Main Application Team drop-down. This would allow a Supervisor to control agents in different teams.

Note: A Supervisor can be a secondary supervisor of multiple teams. Each team can have only one primary supervisor. This was discussed in the previous lab.

Student 1 and Student 2: pay close attention to the Team Performance real time report in Finesse, at the top of the report are action buttons. These buttons can allow a supervisor to monitor an agent who is on an active call, place an agent into Ready or Not Ready state, and even sign the agent out of Finesse.

Student 1 and Student 2: using Cisco Jabber, send your lab partner an IM, inform your partner you are about to change their state inside Cisco Finesse.

Student 1 and Student 2: highlight your partner′s name in the Team Performance Report (Student 1 highlight lulrich, Student 2 highlight rblythe). Notice the action buttons will light up and become available.

Student 1 and Student 2: coordinating amongst yourselves, change your partners State to either Ready or Not Ready using the action buttons located at the top of the Team Performance Report. Notice the state change beside the agent′s name in the Team Performance Report.

Before State change:

After State change:

Note: If your partner decides to boot you out of Finesse by clicking the Sign Out button, you will need to log back into Finesse using the instructions in step 26. It can happen, especially if they don′t like you.

Student 1 and Student 2: click the Team Data tab located at the top of the webpage in the Finesse navigation bar. You will be presented a Checking for Connectivity warning message for a few seconds.

Student 1 and Student 2: click OK to accept the security warning message presented (you have to accept the certificates).

Note: Each tab containing reports inside Cisco Finesse uses a different port, therefore you have to accept multiple certificate warning messages as there is a certificate for each report based on different port ranges. Remember: patience is a virtue none of us have!

Student 1 and Student 2: you will be presented with an additional tab in the browser. Click the Advanced button.

Student 1 and Student 2: notice the web browser is stating there is an invalid certificate. From an IT Administration standpoint, many of us are used to certificate warnings; however, agents in a contact center setting may not be used to seeing certificate warnings or know to continue. Click the Add Exception button.

Student 1 and Student 2: in the Add Security Exception pop-up window, ensure the Permanently store this exception checkbox is selected and click Confirm Security Exception button at the bottom.

Note: The concept of Certificates, Certificate Authorities, and Root Certificates vs Self-Signed Certificates is beyond the scope of this course. Cisco Finesse relies heavily on certificates, failure to upload Root CA and generate CSR requests on the servers will product 3 - 5 certificate warnings when agents and supervisors log into Finesse for the first time. More information on how to install certificates onto the UCCX Server can be found here: http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118855-configure-uccx-00.html.

Student 1 and Student 2: click OK to accept the security warning message presented (you have to accept the certificates).

Note: Each tab containing reports inside Cisco Finesse uses a different port, therefore you have to accept multiple certificate warning messages as there is a certificate for each report based on different port ranges. Remember: patience is a virtue none of us have!

Student 1 and Student 2: you will be presented with an additional tab in the browser. Click the Advanced button.

Student 1 and Student 2: notice the web browser is stating there is an invalid certificate. From an IT Administration standpoint, many of us are used to certificate warnings; however, agents in a contact center setting may not be used to seeing certificate warnings or know to continue. Click the Add Exception button.

Student 1 and Student 2: in the Add Security Exception pop-up window, ensure the Permanently store this exception checkbox is selected and click Confirm Security Exception button at the bottom.

Note: The concept of Certificates, Certificate Authorities, and Root Certificates vs Self-Signed Certificates is beyond the scope of this course. Cisco Finesse relies heavily on certificates, failure to upload Root CA and generate CSR requests on the servers will product 3 - 5 certificate warnings when agents and supervisors log into Finesse for the first time. More information on how to install certificates onto the UCCX Server can be found here: http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118855-configure-uccx-00.html.

Student 1 and Student 2: you should now be presented the Team Summary Report inside Finesse.

Student 1 and Student 2: examine the fields available in the report. One of the large improvements in Finesse versus CAD real time reports is the built in report definitions. These can help explain what the report data means to a supervisor whom may have a question. Click the ? (question mark) icon in the upper right hand corner of the Team Summary Report.

Student 1 and Student 2: examine the report field definitions available in the pop-up window. Once you have reviewed the field definitions, close the pop-up window.

Student 1 and Student 2: notice the Thresholds only checkbox located in the center of the Team Summary Report. In Cisco Desktop Administrator, you can configure thresholds to display visual alerts to supervisors. These visual alerts can highlight a particular agent if a report field reaches or exceeds a particular threshold such as Long Term Hold Time. You will examine this behavior in a later lab.

Student 1 and Student 2: click the drop-down on the left hand side of the Team Summary Report. Notice there are different views of the same report.

Note: If a column header or column data is not fully displayed on the web page, you can resize the columns by placing your mouse in the middle of two columns and sliding the column to the left or right. It works very similarly to Microsoft Excel.

Student 1 and Student 2: click the Queue Data tab located at the top of the web page in the Finesse navigation bar. You will be presented a Checking for Connectivity warning message for a few seconds.

Student 1 and Student 2: you should now be presented the Voice CSQ Summary Report inside Finesse.

Student 1 and Student 2: examine the fields available in the report. One of the large improvements in Finesse versus CAD real time reports is the built in report definitions. These can help explain what the report data means to a supervisor whom may have a question. Click the ? (question mark) icon in the upper right hand corner of the Voice CSQ Summary Report.

Student 1 and Student 2: examine the report field definitions available in the pop-up window. Once you have reviewed the field definitions close the pop-up window.

Student 1 and Student 2: notice the Thresholds only checkbox located in the center of the Voice CSQ Summary Report. In Cisco Desktop Administrator, you can configure thresholds to display visual alerts to supervisors. These visual alerts can highlight a particular agent if a report field reaches or exceeds a particular threshold such as Longest Call in Queue. You will examine this behavior in a later lab.

Student 1 and Student 2: click the drop-down on the left hand side of the Voice CSQ Summary Report. Notice there are different views of the same report as well as a detailed report.

Voice CSQ Agent Detail Report (after changing report view in drop down above)

Note: If a column header or column data is not fully displayed on the web page, you can resize the columns by placing your mouse in the middle of two columns and sliding the column to the left or right. It works very similarly to Microsoft Excel.

Student 1 and Student 2: click the Manage Customer tab located at the top of the web page in the Finesse navigation bar. You will be presented a warning message stating that the Customer Context is not available. Customer Context is a Software as a Service or SaaS offering from Cisco in which values from your IVR script such as a Customer Balance, Name, Street Address, etc can be uploaded to a Cloud Based Portal. The agent desktop can be synchronized to this cloud based portal and data can be retrieved or popped open to the agent when answering the call. Think of this as a CRM Solution similar to Salesforce.com. It is also extremely complex to set up.

 

Student 1 and Student 2: click the Manage Team button located at the top of the Finesse navigation bar. You may need to click Retry if presented with any warnings.

Student 1 and Student 2: click the status drop-down and make sure you are Not Ready.

Note: The next section will require team work! Use Cisco Jabber to send your lab partner an Instant Message coordinating the dialing and answering of calls.

Student 1 and Student 2: click the Make a New Call panel in the middle of the Finesse client.

Note: You can populate a Phone Book in Cisco Finesse. This is done via the Cisco Finesse Desktop Administrator and will be covered in a later lab.

Student 1 and Student 2: using the keypad, enter your partners IPCC or Agent Extension. Student 1: enter extension 11011; Student 2: enter extension 11010. Notice the green Call button will light up once you enter a digit.

Student 1 and Student 2: click the green Call button. Notice in Cisco IP Communicator Finesse took the second line (the agent′s extension) off hook and dialed the number for you. This is called Computer Telephony Interface, or CTI capabilities.

Student 1 and Student 2: notice in Finesse, you are displayed called number information and an End Call button.

Student 1 and Student 2: take turns answering respective calls from your lab partner. Notice in Finesse, you are displayed call information while the call is connected. You see Call Variables 1 - 10. These are referred to as Call Peripheral Variables and can be passed from an IVR Script to an Agent to create what is known as a Screen Pop. This technique will be examined in a later lab.

Student 1 and Student 2: notice in Finesse, you have call control buttons while on a live call such as placing a call on Hold, Consult (conference), and a Keypad for entering another extension or transfer destination. Use Cisco Jabber with your partner to practice placing the call on Hold or perhaps transferring to your top extension on the IP Communicator endpoints (extension 11001 or 11002, respectively). Have fun with it.

Student 1 and Student 2: once you have spoken with your lab partner, click End Call.

Student 1 and Student 2: click the Ready/Not Ready drop-down in the upper left corner of the Finesse web page. Set your status to Ready.

Student 1 and Student 2: in the upper right hand corner of the Finesse web page, click the Sign Out drop-down. Notice the status message Unavailable from current state. You cannot sign out of Finesse if you are Ready. This is a safety mechanism to prevent callers from being stuck in queue if agents sign off and are not ready.

Student 1 and Student 2: click the Ready/Not Ready drop-down in the upper left corner of the Finesse web page. Set your status to Not Ready.

Student 1 and Student 2: in the upper right hand corner of the Finesse web page, click the Sign Out drop-down.

Task 6: Re-configure Supervisors in UCCX to Allow Finesse Agent Login

In this task, you will re-configure each UCCX Supervisor to Agent status only. This will be necessary to test Cisco Finesse as an Agent. Cisco Finesse is just a single web page or web application with different roles and displays based on a Supervisor login versus an Agent login.

Note: In order to test both agents logged into Cisco Finesse at the same time in an agent role, you must delete the team you previously created. In the real world, this would not be an issue as a supervisor would also serve as an agent role, however, in the labs, we wish to highlight the differences between the Cisco Finesse Agent and Cisco Finesse Supervisor desktops.

Student 1: inside the Cisco UCCX Administration web page, click Subsystem > RmCm > Teams.

Student 1: on the right hand side of the Teams page, click Delete beside the Main Application Team.

Student 1: in the pop-up warning notification, click OK. This merely states that all resources will be re-assigned to the Default Team, which is okay for testing.

Student 1: click the Default team hyperlink.

Student 1: using the right arrows, move all four CSQs from the Available CSQs to Assigned CSQs as seen below. Once you have assigned all four CSQs, click Save.

Student 1 and Student 2: inside the Cisco UCCX Administration web page, click Tools > User Management > Supervisor Capability View.

Student 1 and Student 2: notice both agents are listed as Supervisors and both agents are listed in the Supervisor column.

Student 1: click or highlight the rblythe account by single clicking it. It should be highlighted in blue.

Student 1: click the right arrow, moving rblythe to the Available Users column. Click Update.

Student 2: click or highlight the lulrich account by single clicking it. It should be highlighted in blue.

Student 2: click the right arrow, moving lulrich to the Available Users column. Click Update.

Task 7: Log In to Cisco Finesse Agent Desktops

In this task, both Student 1 and Student 2 will log in to the Cisco Finesse desktops as an Agents. You will examine the different options inside the Finesse Supervisor desktops such as making a call, going ready or not ready, various reports, and signing out of the interface.

Student 1 and Student 2: double click the Mozilla Firefox icon on your respective desktops. You want to launch Cisco Finesse in its own web browser window.

Student 1 and Student 2: browse to the following URL: https://uccx-pub-hq.globalknowledge.com:8445/desktop/container/?locale=en_US.

Note: You can configure a DNS A Record, perhaps finesse.domain, instead of using IP addresses or hostname of the server and provide agents a shortcut on the desktop; that is a recommended best practice for agent logins.

Note: Finesse URL for BOTH Agents and Supervisors can be hard to find in the Cisco Documentation; bookmark this URL: https://{ip-of-your-uccx-server}:8445/desktop/container/?locale=en_US.

Note: A shortcut URL is: https://{ip-of-your-uccx-server}:8445/desktop.

Student 1 and Student 2: you will now be presented with the Cisco Finesse login prompt. Using the table below, log in to Cisco Finesse. Once you have entered the proper credentials, click Sign In.

Cisco Finesse Login for Student 1

Cisco Finesse Login for Student 2

ID: rblythe

ID: lulrich

Password: Ci5co123!

Password: Ci5co123!

Extension: 11010

Extension: 11011

Student 1 Login Prompt:

Student 2 Login Prompt:

Student 1 and Student 2: you will see a grey background with a message stating Establishing encrypted connection…; this message may take 10 - 15 seconds to complete. Finesse encrypts the traffic between the browser and the server.

Student 1 and Student 2: you will now be presented with the Cisco Finesse Agent Desktop window.

Note: For the remainder of this lab, only Student 1 desktop will be shown, Student 2 will be similar.

Student 1 and Student 2: examine the heading of the Agent Desktop. You will see that you are logged in as an Agent. Finesse will display your name, login id in parenthesis, and the agent′s/supervisor extension configured on the IP phone.

Student 1 and Student 2: you will now examine how to go ready or not ready in order to answer calls in the UCCX contact center. Notice the drop-down titled Not Ready. It has a red X as an icon; it even shows you how long you have been in this state. Pay attention to the Make a New Call tab listed below, this will be important for the next step.

Student 1 and Student 2: using the ready/not ready drop-down, place yourself into the Ready state. Notice the state timer or clock resets to the right of the drop-down. Also notice below the drop-down you change from Make a New Call to Ready for Incoming Calls.

Note: Important to note that when you place yourself into the Ready state, you cannot use Finesse to make outbound calls as a softphone. When you are in Not Ready state, you can click Make a New Call and are presented with a softphone which can place outbound calls to customers, etc. In a Ready state, Finesse will accept incoming calls to the client or agents phone.

Student 1 and Student 2: notice on the Home tab, that the Agent has access to several reports inside Cisco Finesse. This is similar to the reports you saw with the Finesse Supervisor desktop.

Student 1 and Student 2: the first real time report you will examine is the Agent CSQ Statistics Report. Note the fields available below: (CSQ, Calls waiting in Queue, and Longest Call in Queue). These are valuable for an agent as they indicate the number of calls in queue and how long the oldest caller has been on hold.

Question: Why is Student 1 seeing the Accounting and Family Medicine queues and Student 2 seeing the Appointments and Pediatrics queues?

Answer: This deals with the CSQs that each of the agents have been added to in terms of Resource Groups and Skills. If you recall, you placed each agent into different Queues based on their skills and resource groups.

Student 1 and Student 2: examine the fields available in the report. One of the large improvements in Finesse versus CAD real time reports is the built in report definitions. These can help explain what the report data means to an agent whom may have a question. Click the ? (question mark) icon in the upper right hand corner of the Agent CSQ Statistics Report.

Student 1 and Student 2: examine the report field definitions available in the pop-up window. Once you have reviewed the field definitions, close the pop-up window.

Student 1 and Student 2: notice the Thresholds only checkbox located in the center of the Agent CSQ Statistics Report. In Cisco Finesse Desktop Administrator, you can configure thresholds to display visual alerts to agents. These visual alerts can highlight a caller in queue has reached or exceeded a particular threshold such as Longest Call in Queue. You will examine this behavior in a later lab.

Student 1 and Student 2: click the drop-down on the left hand side of the Agent CSQ Statistics Report. Notice there are no different views of this report. This differs from the Finesse Supervisor Desktop which had different views or different reports.

Note: If a column header or column data is not fully displayed on the web page, you can resize the columns by placing your mouse in the middle of two columns and sliding the column to the left or right. It works very similarly to Microsoft Excel.

Student 1 and Student 2: the second real time report you will examine is the Agent Team Summary Report. Note the fields available below: (Agent Name, State, Reason Code). These are valuable for an agent as they indicate what state the other agents are in and if a reason code has been provided for that state.

Student 1 and Student 2: examine the fields available in the report. One of the large improvements in Finesse versus CAD real time reports is the built in report definitions. These can help explain what the report data means to an agent whom may have a question. Click the ? (question mark) icon in the upper right hand corner of the Agent Team Summary Report.

Student 1 and Student 2: you may have been curious as to the Reason Codes. Reason Codes are database primary keys that represent reasons an agent would log out, or go not ready. These codes are only visible in certain reports but hard to decipher. Scroll down the legend for the Agent Team Report pop-up window. You will see a complete list of reason codes and their meanings.

Note: These are SYSTEM reason codes; it is possible using the Cisco Finesse Desktop Administrator to add new reason codes for logout or not ready. This will be done in a future lab.

Student 1 and Student 2: close the Agent Team Summary Report pop-up window.

Student 1 and Student 2: notice the Thresholds only checkbox located in the center of the Agent Team Summary Report. In Cisco Finesse Desktop Administrator, you can configure thresholds to display visual alerts to agents. These visual alerts can highlight an agent who may be in a particular state for longer than a predefined period of time. You will examine this behavior in a later lab.

Student 1 and Student 2: click the drop-down on the left hand side of the Agent Team Summary Report. Notice there are no different views of this report. This differs from the Finesse Supervisor Desktop which had different views or different reports.

Note: If a column header or column data is not fully displayed on the web page, you can resize the columns by placing your mouse in the middle of two columns and sliding the column to the left or right. It works very similarly to Microsoft Excel.

Student 1 and Student 2: click the My Statistics tab at the top of the Cisco Finesse navigation bar.

Student 1 and Student 2: notice there are two additional reports listed; Agent Statistics Report and Agent State Log Report. Both of these reports are similar to the reports you have previously examined. Take a few moments to examine the report data, feel free to use the ? (question mark) to explore the report fields and data. Also note the report displays using the drop-downs on the left hand side of each report.

Student 1 and Student 2: click the Manage Customer tab located at the top of the web page in the Finesse navigation bar. You will be presented a warning message stating that the Customer Context is not available. Customer Context is a Software as a Service, or SaaS, offering from Cisco in which values from your IVR script such as a Customer Balance, Name, Street Address, etc can be uploaded to a Cloud Based Portal. The agent desktop can be synchronized to this cloud based portal and data can be retrieved or popped open to the agent when answering the call. Think of this as a CRM Solution similar to Salesforce.com. It is also extremely complex to set up.

Student 1 and Student 2: click the Home button located at the top of the Finesse navigation bar. You may need to click Retry if presented with any warnings.

Student 1 and Student 2: click the status drop-down and make sure you are Not Ready.

Note: The next section will require team work! Use Cisco Jabber to send your lab partner an Instant Message coordinating the dialing and answering of calls.

Student 1 and Student 2: click the Make a New Call panel in the middle of the Finesse client.

Note: You can populate a Phone Book in Cisco Finesse. This is done via the Cisco Finesse Desktop Administrator and will be covered in a later lab.

Student 1 and Student 2: using the keypad enter your partners IPCC or Agent Extension. Student 1: enter extension 11011; Student 2: enter extension 11010. Notice the green Call button will light up once you enter a digit.

Student 1 and Student 2: click the green Call button. Notice in Cisco IP Communicator Finesse took the second line (the agent′s extension) off hook and dialed the number for you. This is called Computer Telephony Interface, or CTI capabilities.

Student 1 and Student 2: notice in Finesse you are displayed called number information and an End Call button. Click the Call Variable 1 panel and you will expose additional Call Peripheral Variables as seen below:

Student 1 and Student 2: take turns answering respective calls from your lab partner. Notice in Finesse, you are displayed call information while the call is connected. You see Call Variables 1 - 10. These are referred to as Call Peripheral Variables and can be passed from an IVR Script to an Agent to create what is known as a Screen Pop. This technique will be examined in a later lab.

Student 1 and Student 2: notice in Finesse, you have call control buttons while on a live call such as placing a call on Hold, Consult (conference), and a Keypad for entering another extension or transfer destination. Use Cisco Jabber with your partner to practice placing the call on Hold or perhaps transferring to your top extension on the IP Communicator endpoints (extension 11001 or 11002 respectively). Have fun with it.

Student 1 and Student 2: once you have spoken with your lab partner, click End Call.

Student 1 and Student 2: click the Ready/Not Ready drop-down in the upper left corner of the Finesse web page. Set your status to Ready.

Student 1 and Student 2: in the upper right hand corner of the Finesse web page, click the Sign Out drop-down. Notice the status message Unavailable from Current State. You cannot sign out of Finesse if you are Ready. This is a safety mechanism to prevent callers from being stuck in queue if agents sign off and are not ready.

Task 8: Test Inbound Calls to IVR Application Queue

In this task, both Student 1 and Student 2 will log in to the Cisco Finesse desktops as an agent. You will then dial from IP Communicator into the Test IVR Application and test queuing of a call as well as how to properly answer a call in Cisco Finesse.

Student 1 and Student 2: ensure that you have IP Communicator registered on your respective desktops.

 

Note: You may refer to earlier sections of this lab for instructions on registering IP Communicator.

Student 1 and Student 2: ensure that you are logged into Cisco Finesse and in the Ready state.

Agent 1 – Randy Blythe in Ready State

Agent 2 – Lars Ulrich in Ready State

Note: You may refer to earlier sections of this lab for instructions on logging into Cisco Finesse Desktops, if required.

Note: The next section will require team work! Use Cisco Jabber to send your lab partner an Instant Message coordinating the dialing and answering of calls.

Student 1 ONLY: press the top line on your IP Communicator phone (button 1) and go off hook. Dial 19100. You will notice your IP Communicator will ring and the call will be answered by the Sample ICD application we created earlier in this lab.

Note: If you recall, one of the Applications on UCCX is the Test IVR Application which you configured to route calls to the Appointments Queue.

Student 2: allow the call to ring to your desk for 15 seconds (three rings), do not answer the call. You will notice you will be in a Reserved state while your IP Communicator and Finesse desktops are ringing.

 

Student 2: send a Cisco Jabber IM message to Student 1 and ask him to verify he hears the “All of our representatives are assisting other callers, your Call is very important… please stay on the line…,” message once your phone stops ringing. Note that your status is now Not Ready. This was a Ring-No-Answer event to your desktop forcing you into a Not Ready state. The call was placed back into queue. Have Student 1 remain on the phone call through the next few steps (that is, don′t hang up).

Note: This indicates the call was removed from your agent′s line and placed back in the queue. No other agents are available or ready who are skilled for the Appointments Queue. So the caller is stuck in queue!

Note: Use the Agent CSQ Statistics Report to your advantage. Notice that there is now one call waiting and the longest call in queue metrics are incrementing on the Agent CSQ Statistics Report.

Student 2: using Cisco Finesse, set your status to Ready.

Student 2: note you will be placed in a Reserved State. Using Cisco Finesse when the call is presented to you, click the Answer button. Notice this will take the IP Communicator phone off hook.

Student 2: chat for a bit with Student 1, tell them how much you missed hearing their voice, and that the labs just wouldn′t be the same without them. Once you are satisfied, click End.

Question: Why did Student 1′s phone not ring when the call was made to the test application?

Answer: They were not skilled or placed into a resource group that allows the call to route to them from the Test IVR Application. The Test IVR Application only routes calls to resource groups, more specifically the Appointments resource group.

Student 2: in the Cisco UCCX Administration web page, browse to Application > Application Management.

Student 2: click the Test IVR Application hyperlink to open the properties of this Application.

Student 2: change the CSQ Parameter to Accounting and click Update.

Note: The next section will require team work! Use Cisco Jabber to send your lab partner an Instant Message coordinating the dialing and answering of calls.

Student 2 ONLY: press the top line on your IP Communicator phone (button 1) and go off hook. Dial 19100. You will notice your IP Communicator will ring and the call will be answered by the Sample ICD application we created earlier in this lab.

Note: If you recall, one of the Applications on UCCX is the Test IVR Application which you configured to route calls to the Appointments Queue.

Student 1: allow the call to ring to your desk for 15 seconds (three rings), do not answer the call. You will notice you will be in a Reserved state while your IP Communicator and Finesse desktops are ringing.

Student 1: send a Cisco Jabber IM message to Student 2 and ask him to verify he hears the “All of our representatives are assisting other callers, your Call is very important… please stay on the line…,” message once your phone stops ringing. Note that your status is now Not Ready. This was a Ring-No-Answer event to your desktop forcing you into a Not Ready state. The call was placed back into queue. Have Student 1 remain on the phone call through the next few steps (that is, don′t hang up).

Note: This indicates the call was removed from your agent′s line and placed back in the queue. No other agents are available or ready who are skilled for the Appointments Queue. So the caller is stuck in queue!

Note: Use the Agent CSQ Statistics Report to your advantage. Notice that there is now one call waiting and the longest call in queue metrics are incrementing on the Agent CSQ Statistics Report.

Student 1: using Cisco Finesse, set your status to Ready.

Student 1: note you will be placed in a Reserved state. Using Cisco Finesse when the call is presented to you, click the Answer button. Notice this will take the IP Communicator phone off hook.

Student 1: chat for a bit with Student 2, tell them how much you missed hearing their voice, and that the labs just wouldn′t be the same without them. Once you are satisfied, click End.

Question: Why did Student 2′s phone not ring when the call was made to the test application?

Answer: They were not skilled or placed into a resource group that allows the call to route to them from the Test IVR Application. The Test IVR Application only routes calls to resource groups, more specifically the Accounting resource group.

Student 1 and Student 2: click the Ready/Not Ready drop-down in the upper left corner of the Finesse web page. Set your status to Not Ready.

Student 1 and Student 2: in the upper right hand corner of the Finesse web page, click the Sign Out drop-down.

Lab Complete