How do you give a supervisor access in UCCX?
As a summary:
- You can assign the Administrator Capability rights for users. from Tools – User Management – User View.
- You can assign the Supervisor Capability for the user and. the agent capability from the Tools – User Management – User View.
- Lastly, we can use the agent login ID to login to.
How do I add an agent to UCCX?
Navigate to User Management > Assign Presence End Users. Click the Agent User ID that you want to set up and then choose Assign Selected Users. 10. Make sure that Cisco CUCM trunks and Route patterns are set up to call agent mobile phone numbers in Cisco CUCM.
What is a UCCX agent?
Cisco Unified Contact Center Express (UCCX) is a “contact center in a box” that provides a secure and easy to deploy customer interaction management solution for up to 400 agents.
What is the difference between Ucce and UCCX?
What is the difference between UCCE and UCCX? UCCX is the small-size call center platform that supports up to 400 agents. UCCE has more comprehensive features and targets sophisticated operations and large agent numbers.
How do I get to finesse?
In the web browser address bar, type https://nsas-pccx-01.doit.wisc.edu:8445/desktop/ or use the shortcut on your desktop to access Finesse. The Login screen shown below appears. Enter your username (NetID), NetID password, and the ACD extension; click OK. The username is case sensitive.
What is Cisco Finesse?
Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization.
What is UCCX call flow?
UCCX is a solution that includes ACD/IVR/Agent desktop and CUIC reporting, call flow is very straight forward calls arrive via ingress gateway –> CUCM (CTI RP, CTI port) –> CCX (trigger) –> CCX application –> CCX script.
What means call Dequeued?
If the call waits too long in the queue, your routing script may send the call to another queue or a phone number. In this case, the call is taken out of the current queue and marked as “Dequeued” in the reports. So, the call is not abandoned or answered but taken out of the queue and sent to an alternate destination.
What does Ucce stand for?
UCCE
| Acronym | Definition |
|---|---|
| UCCE | University of California Cooperative Extension |
| UCCE | Unified Contact Center Enterprise |
| UCCE | Unified Contact Center Enterprise (Cisco) |
| UCCE | University Consortium for Catholic Education |
What is Cisco CCX?
Cisco UCCX is a contact center application for handling customer calls, chat and email enquiries. It is created by a company called Spanlink which is now called Calabrio and acquired by Cisco. It is for small to medium-size call centers and supports around 400 agents.
What is finesse phone system?
What is Finesse phone system? Cisco Finesse is a service that runs inside Cisco UCCX or as a separate virtual server in Cisco UCCE and PCCE. It offers call center agent functionality which includes managing agent’s phone, answering incoming calls, making calls and other call control features.
What is finesse tool?
Cisco Finesse provides: An agent and supervisor desktop that integrates traditional contact center functions into a thin-client desktop. A 100 percent browser-based desktop implemented through a web 2.0 interface; no client-side installations required.