Cisco unified intelligence center cuic reporting lab 23. Workflow concepts presents an introduction to the cisco finesse agent and supervisor desktop. Learn about the cisco unified contact center express unified ccx product and all of its associated client applications and scripting tools. This may also be seen in cisco supervisor desktop csq summary unified ccx engine logs show.
Be able to add or remove cisco finesse gadgets anytime as per your business needs. Java heap space exception in thread log purge timer java. Furthermore, it allows contact center supervisors to covertly listen to a. May 04, 2020 cisco finesse agent and supervisor desktop user guide for cisco unified contact center express, release 12. If the correct version is not detected, you will be notified, and supervisor desktop will download and install the correct jre. Cisco finesse agent desktop for ucce and uccx novelvox. Cisco finesse mobile agent app for cisco ucce and uccx. Farlon ucc desktop will help you harness the skills already in your call center and help you deliver great customer service. It runs on the same ucos platform that unified communications manager and unity connection run on, the initial install is identical. Watch a demonstration of what is new for the cisco finesse 12.
Cisco finesse gadgets uccx finesse gadgets for agents. Cisco unified contact center express uccx mindsight. The application tries to launch but it just disappears. Ccp exposes rest apis which can be used for custom web clients for uccx web chat. Supervisor whisper gadget for cisco call center uccx. Offer exceptional user experience with ivt certified cisco finesse 12. Cisco unified contact center express video data sheet. Uccx agent and supervisor and queue provisioning lab 18. View the list of all teams for which this user is the supervisor.
List all users, along with their login id s, and ipcc extensions so i can inform the. It handles the chat and email media flow from the agent desktop to the customer who initiated the chat or email. Real time reporting and csd stats are not cleared at midnight you will see that the csq cisco unified contact center express stats in real time reporting will display data for multiple days. Outbound multichannel campaign manager for cisco uccx, ucce, pcce. Cisco finesse softphone native agent and supervisor client you dont have to install, with builtin softphone optional great agent and supervisor experience for windows and macos clients.
The finesse supervisor desktop displays statistics for every contact service queue csq that is configured in uccx under the voice csq summary report in the queue data tab in finesse. The cisco supervisor desktop makes it easier for you to handle your team of agents and their calls directly through your computer. It continues to state no service in the bottom of the window after nothing has loaded and team dropdown selection is greyed out. Comstice desktop agent for contact centers clickandrun agent and supervisor app for better contact handling no browser dependency, crm screenpops and builtin softphone for cisco and amazon connect.
Im trying to install agent desktop on my win7 64 bit. Strategically defines the agent and supervisor desktop layouts to match the needs of the teams and their contact center activities creates customized, detailed reports on key contact center metrics this lab is available to all cisco employees and partners from cisco dcloud today. Help desk using cisco unified contact center express lab 10. Strategically defines the agent and supervisor desktop layouts to match the needs of the teams and their contact center activities.
Cisco unified ccx desktop client configuration tool. Team administration for cisco contact center express uccx. The uccx extension for the agent must be listed within the top 4 extensions on the device. Uccx basic sql query most of the things that matter daily in uccx 8. Agent reskilling without any additional server ucce only, uccx version. Cisco unified contact center express supervisor and user options plugins. Then, relaunch the desktop clients and the true upgrade process will automatically launch if a higher version of clients is detected on the server. The supervisor desktop is an application that you download from uccx its a plugins. Download and install the supervisor desktop and the agent desktop. Cisco supervisor desktop you can monitor live calls of the contact center agents. Mar 16, 20 unified contact center express uccx is the solution for small to medium up to 400 agents call centers in ciscos unified communications suite.
Mobilefirst customer engagement solutions comstice. Finesse tomcat shows high cpu, and finally the finesse tomcat crashes. As an added bonus for making it to the end of this post, here are a few other things you should check on the phone device configuration page in call manager when having issues with recording and monitoring, they are pulled from this document. Posts about cisco supervisor desktop written by amyengineer. Althought the above wordaround will allow cad to open, this will cause a mismatch of versions from cad and uccx. Sep 12, 2019 this may also be seen in cisco supervisor desktop csq summary unified ccx engine logs show. A mobile supervisor feature that helps enable realtime reports and skill management on the go. That is available with contact center express uccx or enterprise ucce labels.
Then i wanted to download the cadcsd from the server so that i have the compatible version if the agent or supervisor desktop. Team administration for cisco contact center express uccx supervisors. When launched, the uccx editor window just appears for less than a second and disappears. X recently installed rtmt application, thus default installer path is set to. Uccx supervisor listen in, phone requirements cisco. When i login to the appadmin page and go to tools plugins desktop suites i do not see the link to download the agent desktop. Cisco unified contact center express uccx is a complete contact center in a box. Jan 29, 2020 then i wanted to download the cadcsd from the server so that i have the compatible version if the agent or supervisor desktop. Cisco finesse mobile agent for ucce, pcce and uccx go live in 3 hours. Cisco supervisor desktop just another day at the office.
It delivers call routing, management, and administration features, and is designed for businesses ranging from very small to enterprise branch offices up to 400 agents. Customer collaboration platform cisco customer collaboration platform ccp, in a uccx solution, acts as the ingress point for chat and email channels. A user called in to report that after logging in to cisco supervisor desktop, selected a team from the team dropdown selection, it took a long time to load. Cisco unified contact center express uccx a contactcall center in a box. Uccx finesse supervisor desktop shows all queues and. I ran client configuration tool and then i downloaded the cadcsd from the latest uccx server. With calendars module, manage working, nonworking hours, holidays and exceptional. Cisco finesse agent and supervisor desktop user guide for cisco unified contact center express, release 12. You can modify the configurations of the features that you want to test. Easy to deploy and easy to use, uccx has the security and capabilities you need.
My only options are the supervisor desktop, desktop admin, and the client configuration t. Cisco unified contact center express provides a secure, available, and sophisticated contact center software solution for up to 400 agents and interactive voice response ivr ports that is easy to deploy and manage. Cisco agent desktop some links below may open a new browser window to display the document you selected. The agent link should be directly under the supervisor link, but from your image file clearly it isnt there. Cisco unified contact center express uccx, enterprise ucce or pcce using whisper coaching, the supervisor can instruct agents during a call without informing the customer. Cisco finesse agent and supervisor desktop user guide for cisco unified contact center express, release 11.
It runs on the same ucos platform that unified communications manager and unity connection run on, the initial install is. Hi, my cad and csd shows the status in the bottom as partial service,when i analyse the service status by clicking on that agent statistics viewing is inactive. Comstice wallboard for cisco ucce, uccx and pcce youtube. Jun 16, 2016 the cisco supervisor desktop makes it easier for you to handle your team of agents and their calls directly through your computer saving you time and creating better team performance. Cisco finesse agent and supervisor desktop user guide for. There is one thing that report summary and user view did not do for me.
Unified contact center express uccx is the solution for small to medium up to 400 agents call centers in ciscos unified communications suite. Mobilize your organization around customer with full contact center functionality, detailed reporting and compliance recording. Finesse agent setup procedure before logging into finesse, the following conditions must be met. The benefits of deploying cisco uccx within a standardized unified communications environment are the following. Help desk using cisco unified contact center express lab. Download comstice desktop agent, unzip and click on. Cisco agent desktop install and upgrade guides cisco.
Unable to run the cisco unified contact center express uccx editor version 10. Cisco unified contact center express administration guide. Cisco unified contact center express uccx initial setup. Cisco unified contact center express administration guide, release 10. This omnichannel solution is ideal for formal and informal small to mediumsize contact centers.
Cisco uccxd deploying cisco unified contact center express. Once cisco unified ccx desktop client configuration tool completes successfully, close all open cisco desktop clients e. However, in the downloads section, i can only download 9. It continues to state no service in the bottom of the window after nothing has loaded and. Then press enter you will be redirected to the log on screen 1. Url field,if you are an agent it will display agent desktop, if youre a supervisor it will display the supervisor dashboard. Hi folks, cisco sure dont publish this information readily but i really cant find the correct url including port numbers to log into uccx using finesse for supervisor and desktop. Hi all here are a couple of links that are useful for downloading the ucce desktop administrator, supervisor and agent software directly from the local ucce environment these are located on the ucce pg servers and can be downloaded from the below links, just modify the pg ip address ucce cisco desktop administrator software links. Cisco supervisor desktop user guide for cisco unified contact. Why should we have a dedicated client when we can have many finesse gadgets agent experience in the default finesse interface has shortcomings. After completing a fresh installation or upgrade of unified ccx, you must run the cisco unified ccx desktop client configuration tool prior to installing any desktop applications from the cisco unified ccx desktop product suite. Mar 02, 2018 the finesse supervisor desktop displays statistics for every contact service queue csq that is configured in uccx under the voice csq summary report in the queue data tab in finesse.
Cisco uccxd deploying cisco unified contact center. Nov 03, 2016 so we recently had the joys of upgrading our cisco voice setup to version 11, including our unified contact center express uccx system. With calendars module, manage working, nonworking hours, holidays and exceptional hours without a help of it dept. Java heap space exception in thread apr8445exec78 java. A onestop administration with supervisor modules to manage uccx supervisor teams, reskill ccx agents, contact service queues csqs and ccx scripts. Cisco finesse thick client, click and run, no installation required, screenpop, team chat. Jun 12, 2019 cisco finesse agent and supervisor desktop user guide for cisco unified contact center express, release 12. So we recently had the joys of upgrading our cisco voice setup to version 11, including our unified contact center express uccx system. Intro to cisco finesse supervisor and agent youtube. This report is an embedded livedata gadget that pulls the live information from the cisco unified intelligence center cuic.
363 1243 1006 180 1226 1138 879 323 1364 1463 845 1559 364 862 64 702 500 477 63 952 1030 309 107 336 1451 870 268 1479 799 812 1177 45 512 1451