CISCO Finesse

The CSC phone system uses CISCO Finesse as the Automatic Call Distribution (ACD) system for all phone calls.  There are several features to this system including:  processing calls on a first-in, first-out basis; distributing calls among available telephones; recording the number of phone calls placed to and from the CSC phones; status monitoring by any other phones on the ACD system. In order to use the features of this system, each phone to be used must be logged into the system.  Each phone and / or Specialist has a unique login. 

Logon information will be provided by CSC Leadership.  The CSC is a 24x7 operations and phones should be staffed by Specialists at all times of the day.  

ACD stands for Automatic Caller Distribution.  This system takes the calls that come in, and sends them to the agent (that’s you) who has been off the phone for the longest time and assigned a specific 'skill'.  If all agents are busy, the caller will be placed in a “queue” and will hear messages that tell them all other agents are currently assisting other customers.  When an agent finishes a call, they will have 30 seconds to 'wrap' up the call, giving the agent a chance to finish documenting the call and prepare for the next call.  The next call in the queue, if there is one, will then ring through at the agent’s phone. 

If all agents are logged off, customers will hear a different message stating that the CSC is closed. It is very important that at least one person be logged at all times.  If you must step away from your phone for a minute, set yourself to the corresponding 'Not Ready' code.  Please be sure that someone else is available to take calls before setting yourself as 'Not Ready'.  If all agents have the 'Not Ready' key indicator on, calls will stack up in the queue.

If you need to call out from an ACD phone, you must do so from the 'Call Center' line on the phone.  This line will display in CISCO Finesse as an outbound call.  To call out, press that button and dial the number you wish to call.

ACD Phone Instructions

Logging into CISCO Finesse

1. Open a web browser on your computer and go to https://telcontactcenter1.voip.purdue.edu:8445/ or https://lambcontactcenter2.voip.purdue.edu:8445/
2. Enter your Phone Login User ID, Finesse password, & 5 digit ‘ACD/Call Center Line’ extension
3. When you initially sign into the Finesse phone agent, you will be in the Not Ready state. Note: you will receive calls to your direct extension when you are ‘Not Ready’. However, you must go into the ‘Ready’ state to receive queue calls.
4. To take queue calls select ‘Ready’ from the dropdown menu

NOTE:  Supported Browsers include Internet Explorer 11, Firefox, or Chrome.  If you use Internet Explorer, the Finesse webpage window will pop-up to the front of the computer each time you receive an inbound ACD/call center call.  This will not happen if you use Firefox or Chrome.

Managing Calls

You will receive one call center call at a time on your ‘ACD/Call Center Line’.  Other callers will ring to other ‘Ready’ agents or will sit in queue listening to the hold messages.

Handling call center calls is the same as handling calls on your personal line.  Please see the 8800 series phone guide for questions about the various buttons on your phone.

Please monitor your ‘Ready’ & ‘Not Ready’ status.  If a call center call rings to your phone and you do not answer the call, you will automatically be moved to the ‘Not Ready’ state and the caller will go to another agent’s phone or will go back into the queue.  If this happens, you will need to press the ‘Ready’ button to go back into the ‘Ready’ state.

After a call center call, you will go into a ‘Work’ state, then you will go back to the ‘Ready’ state, if there are calls waiting in the queue your phone will ring.

If you need to step away from your phone or temporarily stop taking call center calls, press the Not Ready softkey.

Once you are ready to take calls again, press the Ready softkey.

'Not Ready' Codes and When To Use

The following statuses are available and should be used when the situation warrants it.

• Ready - The agent is available to take a call.
• Not Ready - Break - Specialists are entitled to two, 15-minute breaks during the day.  This status should also be used for restroom breaks.
• Not Ready - Desk - This status should only be used when an agent needs to make an outbound call or when the agent needs to discuss the details of a call / ticket with another agent.
• Not Ready - HSSE - The CSC no longer has a walk-in helpdesk in HSSE, this phone status has been retired and should not be used.
• Not Ready - IOC - Used when a Specialist is working PRIMARY in the IOC.
• Not Ready - Lunch - Specialists are entitled to a 1-hour lunch break each day.
• Not Ready - Meeting - If a Specialist has a scheduled meeting, this status should be used.
• Not Ready - Point - If a Specialist or Representative Supervisor is scheduled as Point for the day, this status should be used.
• Not Ready - Training - Used when an agent is training a new staff member during the onboarding process.
• Not Ready - WALC - Used when an agent is working directly with a customer at the WALC walk-up desk.

Skilled Based Routing:

ITaP service desk for option #1:  BoilerKey, Password Resets, ResNet calls - Reps will be primary, Service Desk Specs will be backup

ITaP desktop services for option #2: Desktop support for CSDS and AgIT - Desktop Service Specs will be primary, Service Desk Specs will be backup

ITaP other for option #3: - Anything else - Service Desk Specs will be primary, Desktop Services Specs will be backup, Reps will be rollover

Putting A Customer On Hold   

At times, you may wish to consult with your coworkers or manager about a particular caller’s problem.  To put a caller on hold, first ask the caller if you can put them on hold.  If they say yes, press the Hold button and the caller will no longer be able to hear your conversation.  When you are ready to speak to the customer again, press the Hold button again. 

Transferring Calls

Cisco WebEx/Jabber - Softphone Warm Transfer Process & Protocol

When you need to transfer a call to another party, inform the party that you are going to transfer them, press the Transfer button, dial the number you want to transfer to, the other party should pick up.  Discuss the details of the call with the other person (called a warm transfer) and then press Connect, and then press the Goodbye button when the original caller and destination party have begun their conversation.

NOTE:  Please do not stay on the call unless you've been specifically asked to.  This could be a violation of the customer's privacy.

Ending a Call

When you need to hang up the phone at the end of a call, simply press the Goodbye button.  If you are using the traditional headset (not hands-free) try to avoid placing the headset back on the receiver.  While this will work, pressing the Goodbye button will disconnect the call more cleanly. This lets the customer hear almost no noise at the end of the call instead of hearing the loud noise of the phone hitting the receiver.  

Logging Out of CISCO Finesse

Please follow these steps to logout of your phone.  If you are taking an extended break from your phone or leaving at the end of your shift, you should sign out of the Finesse Agent.  If you remain signed into Finesse and step away, callers will remain in the queue listening to hold music while you are gone.

1. At the top left of Finesse, make yourself ‘Not Ready’
2. At the top right of Finesse, click ‘Sign Out’