Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(2) - Common Tasks

Publisher

Cisco Systems

URL

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

Published

2023-04-28

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

Cisco website terms; no-redistribution; short excerpts and locators only

Source notes citing this source

• 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. in context
• After signing in to the Finesse 12.6(2) desktop the agent's status is set to Not Ready. in context
• 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. in context
• 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. in context
• 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. in context
• 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). in context
• 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. in context
• 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. in context
• In a Unified CCE deployment the Finesse sign-in Username refers to the agent ID, the peripheral number. in context
• 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. in context

Cite this source record

APA

WarmTransfer. (2023, April 28). Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(2) - Common Tasks. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-finesse-1262-user-guide-common-tasks

BibTeX

@misc{warmtransfer-cisco-finesse-1262-user-guide-common-tasks,
  title  = {Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(2) - Common Tasks},
  author = {{WarmTransfer}},
  year   = {2023},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-finesse-1262-user-guide-common-tasks},
  note   = {Cisco Systems, accessed 2026-09-24}
}