02-24-2021 01:46 PM
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
02-24-2021 03:55 PM
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
02-24-2021 05:37 PM
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?
02-28-2021 04:36 PM
Jabber 12.9.4
Finesse/UCCX 12.5.1.11001-348
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