Important: The U-M Virtual Private Network (UM-VPN) must be connected, and your ITS-provided softphone must be running to access Cisco Finesse when off the U-M Network.
Overview
Cisco Finesse is an Agent and Supervisor Desktop that is completely web-based. No additional program is needed on the PC other than a web browser. Cisco Finesse will not require client upgrades as in the previous desktop application.
IP Contact Center Support
Overview
If you have a Supervisor role, you will need to know the Agent functions to perform several tasks. With Supervisor status, you can check statistics of a call, manage calls, check team data, and monitor your team's calls. You can also select a team from a list of teams assigned to you and view their current state, time in state, and extension.
Overview
Anyone in a Supervisor role can request the ability to manage their team’s Business Hours, Custom Business Days, and Holidays.
This is a special feature and requires a billable order to be placed on the Service Request System. For assistance in using this tool, contact the ITS Telecommunications Analysts.
Contact center supervisors are able to change agent skills and priority using the Cisco Unified Contact Center Express (CUCCX) Administration system.
Overview
Contact center supervisors are able to run reports using the Cisco Unified Intelligence Center (CUIC) Reporting.
NOTE CUIC Historical reporting data is only available for the previous 12 months.
Locate Vendor Training Materials
Cisco has vendor training that provides instructions for generating contact center reports.
Overview
Below are the login links for Finesse, Reporting, and Administration. Each campus has unique links. Use those listed under your campus. For additional help, contact the ITS Telecommunications Analysts.
Overview
Contact Centers are organized into different clusters. To determine your cluster, see Cisco Reporting Websites for Contact Centers.
Set Up
Your contact center must be setup to use this tool prior to use. To setup and to obtain your user ID and PIN, contact a Telecommunications Analysts.
Step 1: Determine your Cluster Dial-in Number
Contact Center Open/Close Utility
This utility allows supervisors to open or close their contact center during both normal business hours and after hour use.
Set Up
Your contact center must be setup to use this tool prior to use. To setup and to obtain your PIN, contact a Telecommunications Analyst.
Step 1: Determine your Cluster Dial-in number from the table below: