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Finesse Operations for Cisco Contact Center (CCEFIN)

Finesse Operations for Cisco Contact Center (CCEFIN)

This 3-day course is a hands on experience that covers Cisco Finesse for both UCCX and UCCE. The installation and configuration of Cisco Finesse will be covered and many hands-on labs will demonstrate how to customize the desktop for agents and supervisors using the built in functions of the Cisco Finesse Administrative interface. Beyond that you will learn and implement how to deploy and use custom 3rd party or in house gadgets to make the Cisco Finesse exactly what you need.

Basic familiarity with Contact Centers.
Target Audience:
    •    Those wanting to customize the Agent and Supervisor desktop out of the box solution
    •    IT support staff that need to be able to troubleshoot the Finesse Server and interfaces
    •    Administrators that want to use the basic tools to customize Cisco Finesse
Course Objectives:
    •    Cisco Finesse Basics
    •    Basic Finesse Customization
    •    Gadgets
    •    The REST API
    •    Troubleshooting
Course Outine:
Finesse Basics
    •    What is Finesse
    •    Supported OS and Browsers
    •    Versions Supported
    •    Components of Finesse
Finesse Architecture
    •    The Finesse Server
    •    The Connections to the Finesse Server
    •    Finesse Client Connections
Finesse Failover
    •    Failover Mechanisms
    •    CTI Failure
    •    AWDB Failure
    •    Finesse Server Failure
    •    Finesse Browser Issues
    •    Finesse IP Phone Failure
Finesse Out of the Box
    •    Logging into Finesse as an Agent
    •    The Finesse Agent Interface
    •    Logging into the Supervisor Interface
    •    The Finesse Supervisor Interface
 Basic Finesse Customizations
 Administration Interface Tour
Phone Books
Screen Pops
Reason Codes
Wrap up Codes
Desktop Layouts
    •    Adding CUIC live Data
    •    Adding CUIC Gauges and Charts
    •    Task Overview
    •    CUIC Tasks
    •    Finesse Admin Tasks
    •    Web Browser Pops
    •    API Actions
    ◦    Recording Calls
    ◦    Post Call Survey 3
    •    Gadgets Overview
    •    Cisco Sample Gadgets
    •    Uploading Gadgets to the Finesse Server
    •    Adding Gadgets to the Desktop Layout
Rest API
    •    The Finesse REST API
    •    The Finess REST API Structure
    •    Using the Fineesse API from the CLI
    •    Adding API Elements to a Web Site
3rd party Solutions
    •    Examples of Third Party Apps
Troubleshooting Finesse
    •    Troubleshooting Finesse Server
    •    Collecting Trace Files
    •    Finesse Errors

Lab Outline
    •    Introduction to Finesse Agent And Supervisor Interfaces
    •    Cisco Finesse Admin Basics
    •    Layout Lab
    •    Workflows
    •    Loading 3rd Party Custom Gadgets
    •    Using the REST API
    •    Integrating Task Routing into a Web Interface
    •    3rd Party Tour
    •    Troubleshooting Finesse

No: 3, II Floor, 100 Feet Rd, II Stage, BTM Layout, Bengaluru, Karnataka 560076, India
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