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Beginner

CCX 10.6 Finesse. Phonebook Administration

We've currently rolled out a CCX 10.6 deployment and the contact centre agents are using the Finesse client.

We've come across several issues with Finesse which we've been able to fix with amending the code with the default Desktop Layout XML section.

However, we've noticed that Administrators are the only account level that can amend phonebook entries?? I'd have thought Supervisors would be able to carry out this function, but can't find a way of enabling it or reports that it does work.

This basically means our end customer will need to come to us each time to add/change/delete entries in the phonebook, when this is basic enough for them to have the ability to do so.

Does anyone have a fix for this or is this as designed??

2 ACCEPTED SOLUTIONS

Accepted Solutions
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Hall of Fame Master

Unfortunately the phone books are defined by the administrator:

  • Phonebooks: List of contacts from which you can select one to call (your administrator defines what contacts appear in your phonebook).

  • http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/UCCX_BK_F6FDE137_00_finesse-agent-and-supervisor-desktop/UCCX_BK_F6FDE137_00_finesse-agent-and-supervisor-desktop_chapter_01.html

You would need to develop a custom gadget to get more out of it, or look at 3rd party gadgets such as:

http://2ring4uc.blogspot.com/2014/09/address-books-for-Finesse_18.html

View solution in original post

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Cisco Employee

Unfortunately what Chris informed is absolutely correct, only an administrator can create/edit Phonebooks and not a supervisor. I even checked to do this using API but that again is only possible for administrators only and not for the supervisors.

You can create a Custom Gadget as informed by Chris else you can assign one of the Supervisor with Administrator rights as well so that they can do it as well if that is a feasible option.

Regards

Deepak

View solution in original post

3 REPLIES 3
Highlighted
Hall of Fame Master

Unfortunately the phone books are defined by the administrator:

  • Phonebooks: List of contacts from which you can select one to call (your administrator defines what contacts appear in your phonebook).

  • http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/UCCX_BK_F6FDE137_00_finesse-agent-and-supervisor-desktop/UCCX_BK_F6FDE137_00_finesse-agent-and-supervisor-desktop_chapter_01.html

You would need to develop a custom gadget to get more out of it, or look at 3rd party gadgets such as:

http://2ring4uc.blogspot.com/2014/09/address-books-for-Finesse_18.html

View solution in original post

Highlighted

Cheers for your answers guys, not what I was wanting to hear, but thanks all the same :)

Highlighted
Cisco Employee

Unfortunately what Chris informed is absolutely correct, only an administrator can create/edit Phonebooks and not a supervisor. I even checked to do this using API but that again is only possible for administrators only and not for the supervisors.

You can create a Custom Gadget as informed by Chris else you can assign one of the Supervisor with Administrator rights as well so that they can do it as well if that is a feasible option.

Regards

Deepak

View solution in original post

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