Cisco Cisco Finesse 8.5(3) Livre blanc
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Details for this feature are in the Cisco
, but here are the high-level considerations:
●
All agents and supervisors for a team must use the same desktop, either Cisco Agent Desktop or Cisco
Finesse Desktop.
●
Each agent team can use only one type of desktop at a time. For example, if an agent is using Cisco
Finesse Desktop, the Cisco Agent Desktop application must not be started on the a
gent’s PC, and vice
versa.
●
If the Cisco Finesse service is activated, all agents must use Cisco Finesse email instead of Cisco Agent
Desktop email.
●
If the Cisco Finesse service is activated, all agents must use Cisco Finesse web chat instead of Cisco
Agent Desktop web chat.
For customers who are already in production with Cisco Agent Desktop, it is considered a best practice to run a
small pilot of Cisco Finesse Desktop and ensure success on a limited scale before migrating the entire agent pool
to Cisco Finesse Desktop.
Note: From Unified CCX 11.0 onward:
●
Cisco Finesse Desktop is supported
●
Cisco Agent Desktop is not supported
Installing and Administrating Cisco Finesse Software
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Install or upgrade to Unified CCX 10.6
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Configure Cisco Finesse Desktop
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Add additional gadgets, such as the MediaSense search-and-play application, to Cisco Finesse Desktop
●
Prepare Cisco Finesse Desktop for agent and supervisor activity
Switching Back to Cisco Agent Desktop
With Unified CCX 10.6, you can switch back to Cisco Agent Desktop, if desired. You can simply deactivate Cisco
Finesse Desktop and have agents log in to Cisco Agent Desktop.
User Documents
The Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release
10.6, can be found here:
Custom Development
An important feature of Cisco Finesse Desktop is the ability to use the Cisco Finesse API to deliver custom
functions. To learn more about developing applications for Cisco Finesse software, visit the Cisco Finesse page on