Telephone: Contact Center Cisco Finesse Phonebook Instructions

Overview

University IP Contact Centers who use Cisco Finesse have access to import a phonebook for use through the web interface for dialing and lookup by agents.

Steps

To request a phonebook:

• Your contact center must be setup to use the tool prior. To setup a Cisco Finesse phonebook contact a Telecommunications Analyst.​

 To determine location to maintain phonebook entries:

• Determine a location for your team to maintain your phonebook in a spreadsheet (i.e. Google sheets or an Excel Box file)
• Make the URL viewable and downloadable by Unified Communications staff.
• Your team maintains any changes to the phonebook in this spreadsheet.

Submit Changes:

• Email I[email protected] with the following:
  • Request change to Cisco Finesse phonebook for [Insert your call center name here]
  • Updated phonebook found at: [Include the URL you created in Step 2]