cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Announcements
Walkthrough Wednesdays
214
Views
5
Helpful
3
Replies
joe.conger
Beginner

Cisco Finesse Workflow Screen-Pop on Answer

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

 

3 REPLIES 3
david.macias
VIP Engager

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
VIP Collaborator

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?

Jabber 12.9.4
Finesse/UCCX 12.5.1.11001-348

Content for Community-Ad

Spotlight Awards 2021