Cisco Finesse Administration Guide, Release 15.0(1) - Manage Workflows

Publisher

Cisco Systems

URL

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-workflows.html

Published

2026-07-24

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Cisco proprietary documentation; no-redistribution; short excerpts and locators only

Source notes citing this source

• Finesse has two workflow action types, Browser Pop and HTTP Request, created in the Manage Workflow Actions gadget, and an action's Handled By field chooses between the Finesse Desktop and Other (a third-party gadget). in context
• A workflow is defined with a name of up to 40 characters, a trigger chosen in the When to perform Actions list, up to five conditions applied as all-met or any-met, and an ordered list of actions. in context
• A workflow applies only to the first call that matches its trigger, and when several workflows are configured for a team the workflow engine evaluates them in the configured order. in context
• An HTTP Request workflow action is defined by the fields Handled By, Method, Location, Content Type, URL and Body. in context
• Cisco Finesse 15.0(1) supports 100 workflows and 100 actions per Finesse system, 20 workflows per team, five conditions per workflow, five actions per workflow and five variables per action. in context
• A Finesse workflow does not run until it is assigned to a team. in context
• When an agent refreshes the browser the workflow engine treats the call as newly arrived or newly made, so an HTTP Request action in the workflow is sent again on refresh. in context
• The voice events that can trigger a Finesse workflow include when a call arrives, when a call is answered, when a call ends and when making a call. in context
• Finesse does not validate the URL entered in a Browser Pop action; variable tags can be inserted into the URL and sample data entered for each variable to preview it. in context
• In a Browser Pop action the window name is limited to 40 characters and may be blank; if it is blank a new window opens every time the action runs, and whether it opens as a window or a tab depends on browser settings. in context

Cite this source record

APA

WarmTransfer. (2026, July 24). Cisco Finesse Administration Guide, Release 15.0(1) - Manage Workflows. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-finesse-1501-admin-workflows

BibTeX

@misc{warmtransfer-cisco-finesse-1501-admin-workflows,
  title  = {Cisco Finesse Administration Guide, Release 15.0(1) - Manage Workflows},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-finesse-1501-admin-workflows},
  note   = {Cisco Systems, accessed 2026-09-30}
}