Техническая Спецификация для Cisco Cisco Finesse 8.5(3)
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Table 1 lists the features and benefits of Cisco Finesse 10.0.
Table 1.
Features and Benefits of Cisco Finesse 10.0
Feature
Benefits
Product Features
Thin-client gadget-based
desktop
desktop
● Enables desktop development using industry standards, providing an easily customizable desktop user interface
for Cisco Unified Contact Center agents and supervisors
● Offers contact center agents and supervisors access to the functions they need through OpenSocial gadgets,
enabling enterprises to implement a thin contact center desktop with all the power and customization capabilities
of traditional thick-client applications
of traditional thick-client applications
Web 2.0 SDK
● Allows customers to create next-generation applications or integrations to Cisco Unified Contact Centers
● Offers a powerful, broadly applicable Web 2.0-based application programming interface (API) for use with
● Offers a powerful, broadly applicable Web 2.0-based application programming interface (API) for use with
gadget-based applications provided by Cisco with the SDK; custom-built gadget-based applications; third-party
desktop applications; wallboard; and workforce management products
desktop applications; wallboard; and workforce management products
Open Web 2.0 APIs
● Simplify the development and integration of value-add applications by Cisco partners
● Open the traditionally closed or proprietary world of desktop applications
● Minimize the need for detailed desktop development expertise using APIs that hide the complexity of the
● Open the traditionally closed or proprietary world of desktop applications
● Minimize the need for detailed desktop development expertise using APIs that hide the complexity of the
underlying architecture and functions
● Enable Cisco partners to take advantage of pervasive web developer talent to create new and modify existing
desktop gadget applications
Enterprise mash-up
architecture
architecture
● Offers the ability to mash up contact center data and enterprise components using the Cisco Enterprise or
Express Collaboration platform
● Offers the ability to combine Cisco Finesse agent and supervisor components with the transformational
enterprise social software capabilities of the Cisco Collaboration platform to provide high-quality customer care
Desktop Features
Call control gadget
● Allows both agents and supervisors complete call control including answer, hold, retrieve, conference, transfer,
and end call. In addition, the phone book feature allows agents and supervisors to click to call from a directory
● Provides supervisors added control with barge and intercept
● Provides agents with screen pops containing customer information and provides wrap-up capabilities
● Provides agents with screen pops containing customer information and provides wrap-up capabilities
Team performance
gadget
gadget
● Shows supervisors the agent state, time in state, and extension of all agents that are on the supervisor's team
● Includes controls for supervisors to silent monitor the agent or change the state of the agent
● Includes controls for supervisors to silent monitor the agent or change the state of the agent
Queue gadget
● Shows supervisors the number of calls in queue, time of longest call in queue, and a list of the number of agents
in each state across all queues; the queue gadget also supports Cisco Unified Contact Center Enterprise 9.0
precision queues
precision queues
HTTP and
Representational State
Transfer (REST) API
workflows
Representational State
Transfer (REST) API
workflows
● The Cisco Finesse web administration allows easy configuration of complex screen pop actions based on the
attributes of a call, allowing agents to provide improved service and reduce call times
Mobile agent support
● Allows agents to log into their Cisco Finesse desktops remotely and receive calls regardless of the type of
phone they are using
Outbound dialing support
● Supports outbound dialing including progressive, predictive, and preview modes, allowing agents to handle both
inbound and outbound dialing tasks
Username login
● Allows agents and supervisors to log in with their usernames instead of Agent IDs, enabling them to log in
quickly and accurately
E.164 support
● Supports E.164 published by the ITU-T for international dialing
Platform Support, Compatibility, and Specifications
Consult the Cisco Finesse release notes for hardware and operating system requirements, for compatibility with
other Cisco and third-party products, and for additional product specifications:
Licensing
The Cisco Finesse solution is licensed by seat. For more information regarding licensing, please contact your
Cisco representative or Cisco authorized partner.