Cisco Finesse Workflow Screen-Pop on Answer

[joe.conger]

Do I have to use the Finesse client [Answer] button to trigger the workflow or can I use any endpoint(Jabber[Answer] or Cisco Desk Phone(off-hook/answer) to trigger the workflow?

The workflow works if I use the Finesse/Answer button but it doesn't work if I use Jabber/Answer button or Cisco Desk phone off-hook answer.

Joe

[david.macias]

That doesn't sound right, but can't validate it as I don't have a UCCX lab system. Ultimately, it's supposed to pop on answer, regardless of how it's answered.

david

[bill.king1]

I'm not saying that it shouldn't work, but keep in mind Cisco has lines like the below in the documentation where they want you to use Finesse and not the phone/Jabber client directly.

"Finesse agent desktop controls should be preferred over the agent phone device for call control operations for a more robust and efficient experience for the agent."

What version of Finesse/Jabber/CCX/CCE are you using?

[joe.conger]

Jabber 12.9.4
Finesse/UCCX 12.5.1.11001-348