# Moving from Cisco Finesse to Webex Contact Center Agent Desktop

Systems: Cisco Finesse to Webex Contact Center Agent Desktop

For Contact centre agents moving from Cisco Finesse on UCCX or UCCE to Webex Contact Center Agent Desktop.

Canonical: https://warmtransfer.net/guides/finesse-to-webex-cc-agent-desktop

Last verified: 2026-09-24

This guide steps contact centre agents through migrating daily call handling routines from Cisco Finesse to Webex Contact Center Agent Desktop[^52]. It details the sign-in sequence, availability states, call controls, transfer methods, and wrap-up differences between the two interfaces[^25][^57].

## Before you start

Obtain the Webex Contact Center Agent Desktop browser URL and your corporate sign-in email address from your administrator[^52]. Confirm with your supervisor which calling preference—Desktop, Extension, or Dial Number—has been provisioned for your agent profile[^28]. Ensure that your workstation display resolution is larger than 500 by 500 pixels and that your browser zoom is set to 100 percent[^38]. Verify that your assigned physical phone, softphone, or mobile endpoint is powered on and ready to receive incoming calls[^49].

## What changes by situation

- Which Finesse platform did you use previously? Cisco Unified Contact Center Express (UCCX); Cisco Unified Contact Center Enterprise (UCCE).
- How did you sign in to and operate Finesse? Web browser desktop with a desk phone or Jabber; Finesse IP Phone Agent on a physical phone screen; Finesse mobile agent using a dial number.
- Which calling preference is configured on your Webex Contact Center profile? Desktop (WebRTC browser calling); Extension (Webex Calling extension); Dial Number (PSTN or external phone number).

## Step 1: Prepare the browser workstation

### Do
Open your web browser, verify the zoom setting is set to 100 percent, and resize the browser window to exceed 500 by 500 pixels[^38]. Confirm that the phone or headset hardware you will use is connected and capable of receiving calls[^49].

### What you should see
Suggested check: Open the browser settings menu and confirm that the zoom level is set as expected.

## Step 2: Enter sign-in credentials

**Cisco Unified Contact Center Express (UCCX)**

### Do
Navigate to the Agent Desktop URL provided by your administrator[^52]. Enter your corporate email address, click Sign In, then enter your password and click Sign In[^52]. In Finesse for Unified CCX, sign-in required entering a case-sensitive user ID, password, and telephony extension[^12][^9]; do not enter that UCCX user ID or extension here[^52].

### What you should see
The browser advances past authentication to display the calling preference selection drop-down[^28].

### Rollback
Suggested rollback: Close the browser tab before completing sign-in.

**Cisco Unified Contact Center Enterprise (UCCE)**

### Do
Navigate to the Agent Desktop URL provided by your administrator[^52]. Enter your corporate email address, click Sign In, then enter your password and click Sign In[^52]. In Finesse for Unified CCE, the username field required your numeric peripheral agent ID alongside your extension[^11][^9]; neither value is entered on this authentication screen[^52].

### What you should see
The browser advances past authentication to display the calling preference selection drop-down[^28].

### Rollback
Suggested rollback: Close the browser tab before completing sign-in.

## Step 3: Identify replacement sign-in interface

**Web browser desktop with a desk phone or Jabber**

### Do
Continue working directly inside the web browser[^28]. Webex Contact Center Agent Desktop runs as a browser application with station credential options for Desktop, Extension, and Dial Number[^28].

### What you should see
Suggested check: Confirm that the station selection drop-down is visible on screen.

**Finesse IP Phone Agent on a physical phone screen**

### Do
WarmTransfer's reading of the sources is that agents transition from phone-based authentication to computer browser operation[^17]. Finesse IP Phone Agent allowed sign-in on a Cisco IP phone screen via Services, selecting Cisco Finesse, and submitting agent ID, password, and extension[^4]. WarmTransfer's reading of the sources is that because Agent Desktop sign-in offers only Desktop, Extension, and Dial Number with no phone-screen agent client, agents using IP Phone Agent must operate entirely from the browser desktop[^17].

### What you should see
Suggested check: Ensure the browser displays the station selection screen rather than attempting to sign in using phone hardkeys.

**Finesse mobile agent using a dial number**

### Do
WarmTransfer's reading of the sources is that agents proceed with standard browser sign-in without selecting a connection mode[^18]. Finesse mobile agent required selecting Call by Call or Nailed Connection alongside a Dial Number[^7]. WarmTransfer's reading of the sources is that the Agent Desktop Dial Number preference presents no Call by Call or Nailed Connection mode options[^18].

### What you should see
Suggested check: Confirm that no prompt appears requesting selection between nailed and call-by-call connection modes.

## Step 4: Configure station credentials

**Desktop (WebRTC browser calling)**

### Do
Select Desktop from the calling preference drop-down list[^28]. Voice calls will run directly in the browser via WebRTC[^35]. Note that hardware buttons on connected headsets cannot be used for call control when using Desktop WebRTC[^45].

### What you should see
Desktop is displayed as the selected station preference in the drop-down menu[^28].

### Rollback
Suggested rollback: Select an alternate calling preference option from the drop-down menu before submitting the form.

**Extension (Webex Calling extension)**

### Do
Select Extension from the calling preference drop-down list[^28]. If your profile has a single Webex Calling extension, it populates automatically; if you have multiple extensions, choose the intended extension from the pre-validated list[^39].

### What you should see
The extension you selected is displayed[^39].

### Rollback
Suggested rollback: Choose a different extension or reset the drop-down selection before proceeding.

**Dial Number (PSTN or external phone number)**

### Do
Select Dial Number from the calling preference drop-down list[^28]. Enter the destination telephone number in E.164 format or international format including a plus sign and country code[^37].

### What you should see
The entered phone number reflects standard international or E.164 notation[^37]. If an incorrect format or invalid number is submitted, the system can subsequently mark you Idle with the Invalid_Number system code[^54].

### Rollback
Suggested rollback: Delete and re-enter the phone number string prior to submission.

## Step 5: Select team and complete desktop sign-in

### Do
Select your assigned team from the drop-down menu or locate it using the search box[^55]. Select the Don't show this again check box only if you want the desktop to bypass station selection and automatically sign in with these settings on future sessions[^55]. Click Save & Continue[^55].

### What you should see
The task page renders and the desktop header appears displaying your current availability state[^55][^53].

### Rollback
If you belong to multiple teams and need to switch teams without active or incoming tasks, navigate to User Profile, select Team, pick a different team, click Save Selection, and click Change Team[^29].

## Step 6: Transition agent state to Available

### Do
Open the state drop-down menu in the horizontal desktop header, or search by typing at least 3 characters, and select Available[^53]. Webex Contact Center defaults your state to Idle upon initial sign-in, during which new contacts will not be routed to you[^42]. WarmTransfer's reading of the sources is that Webex Contact Center Available corresponds to Finesse Ready, while Webex Contact Center Idle corresponds to Finesse Not Ready[^21].

### What you should see
The header displays Available, indicating you are eligible to receive incoming contact requests[^25][^53].

### Rollback
Select an idle reason from the state selector drop-down to return to Idle status[^53].

## Step 7: Apply idle reason codes

### Do
Select an idle reason code from the header drop-down menu when going on break or stepping away[^53]. The list of available idle reasons is determined by your administrator via your desktop profile[^43]. If you select an idle reason while handling an active call or while in wrap-up, the header indicates Pending Idle, and the chosen idle state takes effect as soon as your active interaction and wrap-up conclude[^48].

### What you should see
The horizontal header displays your selected idle code, or displays Pending Idle if selected while on a call[^53][^48]. If you observe codes such as Agent_Unavailable, Agent_Busy, Agent_Declined, Channel_Failure, or Invalid_Number, the system assigned the state automatically[^54].

### Rollback
Select Available from the header drop-down menu to resume receiving incoming interactions[^53]. Note that if your profile has Auto Answer enabled, calls will be answered automatically even when you are in Idle state[^24].

## Step 8: Accept an offered call

**Desktop (WebRTC browser calling)**

### Do
When the incoming call popover appears in the desktop, click Answer to accept the interaction, or click Decline to reject it[^22].

### What you should see
A call timer starts and the interaction control pane opens, displaying customer information and call controls[^27].

### Rollback
If a delivered call is not answered before the configured timer expires, the system transitions you to RONA state[^50]. Choose Available from the header drop-down menu to resume receiving calls[^53].

**Extension (Webex Calling extension)**

### Do
When the desktop alerts you to an incoming call request, answer the call directly on your physical telephone endpoint or softphone[^23].

### What you should see
A call timer starts and the interaction control pane opens, displaying customer details and active desktop call controls[^27].

### Rollback
If you fail to answer the call within the timeout window, the system places you into RONA state[^50]. Change your state to Available in the header drop-down menu to receive contacts again[^53].

**Dial Number (PSTN or external phone number)**

### Do
When an incoming call request appears on the desktop, answer the call on the destination physical phone corresponding to your configured dial number[^23].

### What you should see
A call timer begins and the desktop interaction control pane updates with customer information and call controls[^27].

### Rollback
Calls not answered before the timer expires transition your state to RONA[^50]. If the phone endpoint is unreachable, the system may set you to an idle code such as Agent_Unavailable[^54]. Set your status to Available in the header menu to resume handling calls[^53].

## Step 9: Manage call hold and resume

### Do
Click Hold on the desktop interaction control pane to place the customer on hold, and click Resume to retrieve them[^40][^41]. Cisco instructs agents to use desktop hold and resume controls rather than physical hardphone or softphone hold buttons[^40]. WarmTransfer's reading of the sources is that agents accustomed to holding calls via their phone hardware must adjust this habit because held calls cannot be terminated from the desktop interface[^16][^44].

### What you should see
The label Call on Hold appears beside the call timer and the desktop End button becomes disabled while the call remains on hold[^41][^44].

### Rollback
Click Resume in the interaction control pane to unhold the customer[^41].

## Step 10: Consult and complete warm transfer or conference

### Do
Click Consult in the interaction control pane and select an agent, queue, entry point, dial number, or organization[^33]. Dial numbers must consist of 3 to 18 digits and may only contain the special characters plus, hash, star, and colon (+ # *:)[^36]. The customer call is placed on hold automatically once the consult is initiated[^33]. Note that agents currently in Wrap Up state cannot be selected as consult targets[^47]. Once the consulted party answers, click Transfer to hand off the call, or click Conference to join up to 8 total participants together[^34][^31].

### What you should see
The desktop renders two distinct interaction control panes—one for the customer and one for the consulted party—and keeps Transfer and Conference disabled until the consulted party accepts[^32]. In a conference, Exit Conference replaces the Transfer button[^31]. Following a completed transfer, the Wrap Up Reasons dialog opens on your desktop[^34].

### Rollback
Suggested rollback: To abort a consult before transferring or conferencing, end the consult call leg as completed transfers cannot be reversed from the desktop.

## Step 11: Execute an unconsulted direct transfer

### Do
Click Transfer directly on an active call without initiating a consult first[^26]. Select an agent, queue, entry point, or dial number formatted with 3 to 18 digits and permitted characters (+ # *:), then click Transfer[^26][^36]. In Finesse, this action was performed via the dedicated Direct Transfer button[^3].

### What you should see
A Transfer Request dialog appears and the call clears from your desktop[^26]. If an unconsulted transfer is directed to an agent who does not accept, the call drops[^26].

### Rollback
Suggested rollback: Direct transfers cannot be undone once submitted.

## Step 12: Terminate interaction and submit wrap-up

**Cisco Unified Contact Center Express (UCCX)**

### Do
Click End to terminate the call[^57]. From the Wrap Up Reasons dialog, search for your code by typing at least 3 characters or select it from the list, then click Submit Wrap Up[^57]. In Finesse for UCCX, wrap-up ended either by manually selecting a new state or upon expiration of a configured timer[^14]. In Webex Contact Center, completing wrap-up automatically returns you to Available, provided you are not still handling another interaction in the same channel, unless you selected an idle reason during the call, which places you into Pending Idle[^58][^48]. If you served as a consulted agent, you cannot submit wrap-up reasons but can assist the primary agent via wrap-up assist[^56].

### What you should see
The header reflects Available, or your designated idle state if Pending Idle was active[^58][^48].

### Rollback
Suggested rollback: A submitted wrap-up reason cannot be retracted from the desktop; select an idle reason from the header menu to prevent becoming Available.

**Cisco Unified Contact Center Enterprise (UCCE)**

### Do
Click End to finish the call[^57]. In the Wrap Up Reasons dialog, locate your reason code using the 3-character search filter, select it, and click Submit Wrap Up[^57]. WarmTransfer's reading of the sources is that Agent Desktop does not feature the Finesse UCCE WORK versus WORK_READY state distinction, and agents transition automatically to Available upon finishing wrap-up unless they preselected an idle code resulting in Pending Idle[^20][^58]. Consulted agents cannot select wrap-up codes directly but may use wrap-up assist to assist the primary agent[^56].

### What you should see
The desktop header transitions to Available, or to your selected idle state if Pending Idle was pending[^58][^48].

### Rollback
Suggested rollback: Submitted wrap-up codes cannot be reversed; choose an idle code from the header menu to avoid receiving incoming calls.

## Step 13: Sign out of the desktop

### Do
Change your availability state to Idle in the header menu[^51]. Click the User Profile icon located at the top-right corner of the desktop and select Sign Out[^51]. You cannot sign out while an incoming contact popover is actively offered[^46]. Finesse required selecting a sign-out reason code[^10]; WarmTransfer's reading of the sources is that Agent Desktop sign-out does not require selecting a sign-out reason code[^19].

### What you should see
Suggested check: Verify that the browser returns to the initial sign-in authentication page.

### Rollback
Suggested rollback: Re-enter your email address and credentials to sign back into Agent Desktop.

## Applicability

Applies to: Cisco Finesse, Cisco Finesse IP Phone Agent, and Cisco Webex Contact Center Agent Desktop. Deployments: on-premises and multi-tenant. Sources checked 2026-09-24. The Finesse procedures cover Cisco Finesse Release 12.6(2) for Unified CCX and Unified CCE[^1], as well as Cisco Unified Contact Center Express Release 12.5(1) SU2 Finesse[^12].

## What remains uncertain

Whether Webex Contact Center enforces an account lockout duration or attempt threshold upon consecutive failed sign-in attempts is not covered by the sources below. Whether the Agent Desktop interface displays an explicit wrap-up countdown timer to the agent is not covered by the sources below.

## See also

See also [UCCX to Webex Contact Center migration](https://warmtransfer.net/knowledge/uccx-to-webex-contact-center).

## Sources

[^1]: In Finesse 12.6(2), after consulting, the agent clicks Transfer to hand the customer to the consulted party, Conference to make a three-way call, or End on the consult and Retrieve on the customer call to return. Source: [Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(2) - Common Tasks](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1262/user/guide/cfin_b_1262_cisco-desktop-user-guide/cfin_m_1261-common-tasks.html), Common Tasks, Make a Consult Call, Transfer a Call, Make a Conference Call. Checked 2026-09-24.
[^2]: After signing in to the Finesse 12.6(2) desktop the agent's status is set to Not Ready. Source: [Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(2) - Common Tasks](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1262/user/guide/cfin_b_1262_cisco-desktop-user-guide/cfin_m_1261-common-tasks.html), Common Tasks, Sign In to Cisco Finesse Desktop, result. Checked 2026-09-24.
[^3]: Finesse 12.6(2) offers a Direct Transfer button that transfers a call without first making a consult call, using a dialer with keypad and phone contacts. Source: [Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(2) - Common Tasks](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1262/user/guide/cfin_b_1262_cisco-desktop-user-guide/cfin_m_1261-common-tasks.html), Common Tasks, Direct Transfer. Checked 2026-09-24.
[^4]: Finesse IP Phone Agent lets an agent use Finesse on a Cisco IP phone by pressing Services, choosing Cisco Finesse, entering agent ID, password and extension and pressing SignIn. Source: [Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(2) - IP Phone Agent Tasks](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1262/user/guide/cfin_b_1262_cisco-desktop-user-guide/cfin_m_1261-ip-phone-agent-tasks.html), IP Phone Agent Tasks, Sign In to Finesse IPPA. Checked 2026-09-24.
[^5]: On Finesse IP Phone Agent the agent starts Not Ready, changes state by pressing the Ready or NotReady button on the phone, and applies wrap-up by pressing WrapUp and choosing a reason with the Select button. Source: [Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(2) - IP Phone Agent Tasks](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1262/user/guide/cfin_b_1262_cisco-desktop-user-guide/cfin_m_1261-ip-phone-agent-tasks.html), IP Phone Agent Tasks, Change State and Wrap-Up. Checked 2026-09-24.
[^6]: Finesse 12.6(2) blocks an account for 5 minutes after 5 consecutive wrong-password sign-in attempts without telling the agent it is locked. Source: [Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(2) - Common Tasks](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1262/user/guide/cfin_b_1262_cisco-desktop-user-guide/cfin_m_1261-common-tasks.html), Common Tasks, Sign In to Cisco Finesse Desktop, note. Checked 2026-09-24.
[^7]: A Finesse 12.6(2) mobile agent chooses a Mode at sign-in, Call by Call where the phone is dialled per call, or Nailed Connection where the phone is called at sign-in and stays connected across calls, and enters a Dial Number. Source: [Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(2) - Common Tasks](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1262/user/guide/cfin_b_1262_cisco-desktop-user-guide/cfin_m_1261-common-tasks.html), Common Tasks, Sign In as a Mobile Agent. Checked 2026-09-24.
[^8]: In Finesse 12.6(2) a state change chosen during a call takes effect after the call and is shown as pending, for example Talking->Not Ready (Pending). Source: [Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(2) - Common Tasks](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1262/user/guide/cfin_b_1262_cisco-desktop-user-guide/cfin_m_1261-common-tasks.html), Common Tasks, Change Your State. Checked 2026-09-24.
[^9]: In Finesse 12.6(2) an agent signs in to the desktop with a Username field holding their agent ID or user ID, a Password field and an Extension field holding their phone extension. Source: [Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(2) - Common Tasks](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1262/user/guide/cfin_b_1262_cisco-desktop-user-guide/cfin_m_1261-common-tasks.html), Common Tasks, Sign In to Cisco Finesse Desktop. Checked 2026-09-24.
[^10]: To sign out of Finesse 12.6(2) the agent must be Not Ready, clicks the user options icon at top right and selects a Sign Out reason code. Source: [Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(2) - Common Tasks](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1262/user/guide/cfin_b_1262_cisco-desktop-user-guide/cfin_m_1261-common-tasks.html), Common Tasks, Sign Out of Cisco Finesse Desktop. Checked 2026-09-24.
[^11]: In a Unified CCE deployment the Finesse sign-in Username refers to the agent ID, the peripheral number. Source: [Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(2) - Common Tasks](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1262/user/guide/cfin_b_1262_cisco-desktop-user-guide/cfin_m_1261-common-tasks.html), Common Tasks, Sign In to Cisco Finesse Desktop, note. Checked 2026-09-24.
[^12]: In the Unified CCX 12.5(1) SU2 Finesse guide, user IDs are case-sensitive and can contain digits, hyphens, underscores and periods. Source: [Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) SU2 - Common Tasks](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su2/user/guide/uccx_b_1251su2_finesse-agent-supervisor-desktop-user-guide/uccx_m_1252common-tasks.html), Common Tasks, Sign In to Cisco Finesse Desktop. Checked 2026-09-24.
[^13]: Finesse uses WORK and WORK_READY states during wrap-up, WORK when the agent will go Not Ready after wrap-up, and WORK_READY applies only to Unified CCE deployments. Source: [User - Change Agent State](https://developer.cisco.com/docs/finesse/user%E2%80%94change-agent-state/), User - Change Agent State, state notes. Checked 2026-09-24.
[^14]: In Finesse, when wrap-up is required the agent enters Wrap-Up state when the call ends and leaves it by selecting a new state from the drop-down or waiting for the preconfigured timer to expire. Source: [Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(2) - Common Tasks](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1262/user/guide/cfin_b_1262_cisco-desktop-user-guide/cfin_m_1261-common-tasks.html), Common Tasks, Wrap-Up. Checked 2026-09-24.
[^15]: The Finesse 12.6(2) desktop shows a Wrap-Up Time that counts down or up depending on administrator configuration. Source: [Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(2) - Cisco Finesse Desktop Interface](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1262/user/guide/cfin_b_1262_cisco-desktop-user-guide/cfin_m_1261-cisco-finesse-desktop-interface.html), Cisco Finesse Desktop Interface, Wrap-Up Time. Checked 2026-09-24.
[^16]: An agent used to holding calls from the phone must change habit, because Cisco directs Agent Desktop agents to hold and resume from the desktop and an agent cannot end a held call there (inferred). Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, Hold and resume a call and End a call. Checked 2026-09-24.
[^17]: Agent Desktop sign-in offers only Desktop, Extension and Dial Number and none is an agent client on the phone screen, so a Finesse IP Phone Agent user must work from the browser desktop after moving (inferred). Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop, calling preference options. Checked 2026-09-24.
[^18]: The Agent Desktop Dial Number option shows no Call by Call or Nailed Connection mode choice, so a former Finesse mobile agent should not expect to choose one at sign-in (inferred). Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop, calling preference options, Dial Number. Checked 2026-09-24.
[^19]: The Agent Desktop sign-out procedure names no sign-out reason code, unlike Finesse which requires one, so agents should not expect to pick a reason when signing out (inferred). Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop, sign-out paragraph; compared with Finesse 12.6(2) Sign Out. Checked 2026-09-24.
[^20]: Agent Desktop has no agent-selected next state inside wrap-up equivalent to the Finesse UCCE WORK and WORK_READY distinction: the agent returns to Available after wrap-up unless they chose an Idle state, which then shows as Pending Idle (inferred). Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states, Wrap-Up and selecting Idle during an interaction. Checked 2026-09-24.
[^21]: For an agent the Finesse Ready and Not Ready states correspond to Webex Contact Center Available and Idle, and Finesse Not Ready reason codes correspond to Webex Contact Center idle reasons (inferred). Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states, Available and Idle; compared with Finesse 12.6(2) Common Tasks. Checked 2026-09-24.
[^22]: An agent signed in with the Desktop calling preference accepts a call by clicking Answer in the incoming call popover and can click Decline to refuse it. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, Answer a call. Checked 2026-09-24.
[^23]: An agent signed in with Extension or Dial Number answers an offered call on their physical phone. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, Answer a call. Checked 2026-09-24.
[^24]: Where Auto Answer is enabled, calls offered to the agent are answered automatically even when the agent is in Idle state. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states, Auto Answer. Checked 2026-09-24.
[^25]: The Available state indicates that the agent can accept contact requests as they come in, and an agent must be Available to receive a call. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states, Available. Checked 2026-09-24.
[^26]: For a transfer without consulting, the agent clicks Transfer, picks an agent, queue, entry point or dial number and clicks Transfer, and a transfer to an agent who does not accept is dropped. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, Transfer a call. Checked 2026-09-24.
[^27]: When a call is connected a timer starts and the interaction control pane shows the customer details and the call control buttons. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, Answer a call. Checked 2026-09-24.
[^28]: After password entry Agent Desktop asks the agent to select a calling preference from a drop-down whose options are Desktop, Extension and Dial Number, and which options appear depends on the agent's user profile configuration. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop, calling preference step. Checked 2026-09-24.
[^29]: An agent associated with more than one team and with no active tasks, interactions or incoming requests can change team from User Profile, Team, then Save Selection and Change Team, and the desktop applies the new team's layout and routing strategy. Source: [Change your team in Agent Desktop](https://help.webex.com/article/nfbzik1/Change-your-team-in-Agent-Desktop), Change your team in Agent Desktop, before you begin and procedure. Checked 2026-09-24.
[^30]: In a UCCX migration, idle codes and wrap-up codes are carried into Webex Contact Center as work types designated IDLE_CODE or WRAP_UP_CODE, with the agent profile setting manual or automatic wrap-up timing. Source: [Migration of users, agents and teams from UCCX to Webex Contact Center](https://help.webex.com/en-us/article/0hd75db/), Migration of users, agents and teams, wrap-up and idle codes worksheet. Checked 2026-09-24.
[^31]: After a consult the agent clicks Conference to join customer and consulted party in one call, an Exit Conference button replaces Transfer, and a conference can hold at most 8 participants. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, Initiate a conference. Checked 2026-09-24.
[^32]: During a consult the Transfer and Conference buttons stay disabled until the consulted agent accepts, and once accepted the desktop shows two interaction control panes, one for the customer and one for the consulted party. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, Initiate a consult. Checked 2026-09-24.
[^33]: From Agent Desktop an agent can consult with an agent, a queue, a dial number, an entry point or an organization, and the customer call is put on hold automatically during the consult. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, Initiate a consult. Checked 2026-09-24.
[^34]: To complete a warm transfer the agent clicks Transfer while the consulted agent is on the line, after which the Wrap Up Reasons dialog appears for the transferring agent. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, Transfer a call. Checked 2026-09-24.
[^35]: The Desktop calling preference is for agents using WebRTC as their calling capability, so voice interactions run in the browser. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop, calling preference options, Desktop. Checked 2026-09-24.
[^36]: A dial number entered as a transfer or consult destination can contain 3 to 18 digits and only the special characters plus, hash, star and colon, in US, E.164 or IDD format. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, Transfer a call. Checked 2026-09-24.
[^37]: The Dial Number calling preference takes a phone number used for inbound and outbound calls and accepts international format with a plus sign and country code as well as E.164 format. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop, calling preference options, Dial Number. Checked 2026-09-24.
[^38]: Agent Desktop needs a display larger than 500 by 500 pixels with browser zoom set to 100 percent. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop, before you begin. Checked 2026-09-24.
[^39]: The Extension calling preference is for agents using a Webex Calling extension; a single extension is filled in automatically and an agent with several must pick one from a pre-validated list. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop, calling preference options, Extension. Checked 2026-09-24.
[^40]: Cisco instructs agents to hold and resume calls from Agent Desktop rather than from a hardphone or softphone. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, Hold and resume a call. Checked 2026-09-24.
[^41]: After clicking Hold the desktop shows Call on Hold next to the timer and the End button is disabled until the agent clicks Resume. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, Hold and resume a call. Checked 2026-09-24.
[^42]: Idle is the default Webex Contact Center agent state on sign-in and an agent in Idle does not receive new contacts. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states, Idle. Checked 2026-09-24.
[^43]: The idle reasons and wrap-up reasons an agent can choose are set by the administrator through the agent's desktop profile. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states, idle reasons and configuration. Checked 2026-09-24.
[^44]: An agent cannot end a call while the call is on hold in Agent Desktop. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, End a call. Checked 2026-09-24.
[^45]: Agent Desktop does not support headset control actions for WebRTC-based calls placed with the Desktop calling preference. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop, note under Desktop option. Checked 2026-09-24.
[^46]: An agent cannot sign out of Agent Desktop while an incoming contact popover is active. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, Answer a call. Checked 2026-09-24.
[^47]: An agent cannot consult with or transfer to another agent who is in Wrap Up state. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, Initiate a consult and Transfer a call. Checked 2026-09-24.
[^48]: If an agent selects an Idle status while Engaged or in Wrap-Up the system places them in Pending Idle and moves them to the chosen Idle state once the final interaction and wrap-up are finished. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states, selecting Idle during an interaction. Checked 2026-09-24.
[^49]: Cisco tells agents to ensure their phone is ready to receive calls before signing in to Agent Desktop. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop, before you begin. Checked 2026-09-24.
[^50]: RONA is the state an agent is placed in when they did not respond to a delivered call before the configured RONA timer expired. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states, RONA. Checked 2026-09-24.
[^51]: To sign out of Agent Desktop the agent changes their availability state to Idle, clicks the User Profile at the top-right corner and clicks Sign Out. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop, sign-out paragraph. Checked 2026-09-24.
[^52]: To sign in to Webex Contact Center Agent Desktop an agent enters the administrator-provided URL in the browser, enters their email address and clicks Sign In, then enters their password and clicks Sign In. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop, procedure steps 1 to 3. Checked 2026-09-24.
[^53]: An agent changes state by selecting it from the drop-down menu or by typing at least 3 characters in its search bar, and the availability state sits in the Agent Desktop horizontal header. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states, changing states. Checked 2026-09-24.
[^54]: The system can set an agent Idle with system codes including Agent_Busy, Agent_Declined, Agent_Unavailable, Channel_Failure and Invalid_Number, the last meaning the agent's dial number is invalid. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states, system-assigned idle codes. Checked 2026-09-24.
[^55]: The agent chooses a team from a drop-down or search field and clicks Save & Continue, and the task page appears on successful sign-in; a Don't show this again check box enables automatic sign-in with the chosen settings. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop, procedure steps 6 to 8 and result. Checked 2026-09-24.
[^56]: Consulted agents cannot apply a wrap-up reason for a consult call but can help the primary agent through wrap-up assist. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, End a call. Checked 2026-09-24.
[^57]: After clicking End the agent selects a wrap-up reason from the Wrap Up Reasons dialog, which can be searched by typing at least 3 characters, and clicks Submit Wrap Up. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, End a call. Checked 2026-09-24.
[^58]: After finishing wrap-up tasks the agent automatically transitions back to Available, provided they are not still handling another interaction in the same channel. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states, Wrap-Up. Checked 2026-09-24.