Cisco Cisco Finesse 8.5(3) 發佈版本通知

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Cisco Finesse provides the following applications and tools:

A web-based desktop application for agents and supervisors (the Finesse Agent Desktop). Agents 
and supervisors access the desktop by directing their browser to the following URL: 
http://hostname/ (where hostname is the hostname or IP address of the Finesse server).

A web service that provides contact center agent desktop functionality via a REST-like interface (for 
more information, see the Cisco Finesse Web Services Developer Guide).

An administration console for the configuration of system settings (such as CTI server, Enterprise 
Contact Center server, and cluster settings), wrap-up reasons, and reason codes. Administrators 
access this console by directing their browsers to the following URL: http://hostname/cfadmin 
(where hostname is the hostname or IP address of the Finesse server).

CLI access for reviewing and maintaining (stop, start, or restart) services.

The Cisco Finesse Agent Desktop includes controls that allow an agent to perform the following actions:

Sign in and sign out

Answer a call

Place a call on hold 

Retrieve a held call

Make a call

Initiate a consultative conference

Initiate a consultative transfer

End a call

Change agent state (to Not Ready, Ready, and so forth)

Select a reason code when changing to Not Ready state or signing out

Select a wrap-up reason for a call

View call variable information

View error messages

The Finesse Agent Desktop provides the following features for supervisors:

Team performance—A supervisor can select a team from a list and view the agents on that team and 
their states (Ready, Not Ready, Talking, and so forth).

Silent Monitoring—A supervisor can select an agent who is in talking state and click a button to 
monitor the call.