Cisco Cisco Finesse 8.5(3) Livre blanc
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Administration on the Secondary Node
Cisco Finesse Desktop allows administration on the primary node and read-only access to the Cisco Administration
application on the secondary node. If the primary server is down, the Cisco Finesse configuration cannot be
adjusted.
Cisco Finesse Administration Requires a Functioning CTI Connection
Cisco Finesse software retrieves the list of teams from Unified CCX in the Team Resources gadget. The Team
Resources gadget is how reason codes, wrap-up codes, phone books, and workflows are assigned to teams. If the
computer-telephony-integration (CTI) connection between the Cisco Finesse server and Unified CCX is not
functioning, the list of teams cannot be retrieved. In such cases, it will not be possible to configure team-specific
settings.
Phone Books
Cisco Agent Desktop provides agents access to the following phone-number lists:
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The recent call list, a dynamic list of up to 100 recently called phone numbers
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A personal phone book, created and maintained by the agent (and enabled and disabled by the system
administrator)
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Up to 256 phone books (includes global and workflow group phone books); each phone book supports a
maximum of 3000 directory entries
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Up to 10,000 directory entries that include global, workflow group, or personal phone book entries
Cisco Finesse Desktop provides the following phone books, supporting a total of 1500 contacts across all phone
books:
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10 global phone books
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50 team phone books
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An individual phone book that includes a maximum of 1500 contacts
Agent Recording and Playback
Three available solutions exist for agent call recording and playback:
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Cisco Unified Workforce Optimization Compliance Recording and Quality Management
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Cisco MediaSense
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Combination of Unified Workforce Optimization Compliance Recording and
Quality Management and MediaSense
Unified Workforce Optimization Compliance Recording and Quality Management is a recording, compliance, and
evaluation solution for agent performance optimization and dispute resolution. The software supports four
recording methods, including desktop, server (SPAN), network-based, and MediaSense. The ability for an agent to
control recording for manual start, pause, and add metadata is through an independent Recording Control browser
instance or IP phone application. In addition, recordings can be initiated and metadata applied by the Cisco
Finesse workflow. Supervisors can search, play back, or export recordings via the Unified Workforce Optimization
Compliance Recording and Quality Management interface.