Cisco Finesse 12.0 Administration Lab

Solution Overview
The Cisco Finesse Desktop is the agent and supervisor desktop for Cisco Customer Care Solutions, providing easy access to applications and information needed by customer service representatives.  Companies can create a personalized desktop environment using a web-based interface to aggregate the information sources needed to provide exceptional customer satisfaction.  Finesse Desktop provides a consistent user interface across all types of Cisco Contact Center solutions.

Learn to customize Finesse 12.0 in this 2-hour hands-on lab.  Once the lab is configured, the student may use the sandbox for further experimentation and study, which they would not be able to do in a production environment.

This on-demand lab is for anyone who installs, configures, or maintains a Cisco Contact Center environment, whether it is Unified Contact Center Express, Unified Contact Center Enterprise, or Packaged Contact Center Enterprise.

Goals & Objectives

This lab provides a sandbox environment with typical software found in a customer contact center environment.  The student will configure the most common Finesse 12.0 agent and supervisor desktop parameters.  The sandbox may then be used as desired for testing and further study.  
The student performs the following activities: 
  • Modify the Desktop Layout for the Agent Desktop
  • Modify the Desktop Layout for the Supervisor Desktop
  • Configure Call Variables for inbound voice call information
  • Configure Not Ready Reason Codes
  • Configure Sign Out Reason Codes
  • Add and test a basic Workflow 

Hardware & Software

This lab consists of the following components: 
  • Cisco Call Manager 12.5
  • Cisco Unity Connection 12.5
  • Cisco Instant Messaging and Presence 12.5
  • Cisco Contact Center Express 12.0
  • Cisco Jabber for Windows 12.5
  • Microsoft Windows 2012 Active Directory / DNS
  • Microsoft Exchange 2013
  • Microsoft Windows 10 Desktops
  • VMWare Horizon VDI 7.4