Complexity of Screen Pops?

[art.lacie]

How complex is it to set up the screen pop feature in CCX/Finesse? We simply want our agents to receive some information about the caller when they recieve an incoming call.

Additionally, our agents must login using their phones with a tgn keypad peocess. We wish to have them simply use their desktop screens. We are being told this involves webservers outside of what's already set up, and we will be charged extra for this feature.

Thanks

[david.macias]

To answer your first question, it's not very complex. Just choose the data you want to display to your agents. If you want to pop a CRM or website, this is a bit more difficult but not much more. There are some sample gadgets at DevNet to get you started.

As for your second question, I have no idea what tgn keypad peocess is/are.

david

[art.lacie]

No. We do not want to pop a crm or website. 

We have one agent that belongs in two queues. By seeing what the caller pressed a 1 or a 2, he will know why they are calling. 

Second question rephrased: due to the way extension mobility works, we've been told our agents have to log in using the phone. This means they have to type their names using the phone buttons. Inputing your name requires typing like the older style of texting (tapping 5 three times to get the letter L for instance) Why can't the agent log in via web interface instead?

Thanks

[Deepak Rawat]

You will need to capture the value (caller press 1 or 2 whatever) in the script first, once that is acheived follow the below document to show up in Finesse Agent Desktop

https://techzone.cisco.com/t5/Cisco-Finesse/Configure-Call-Peripheral-Variables-and-the-Expanded-Call/ta-p/772882

For your second question, what do you mean by "Why can't the agent log in via web interface instead?" If you are saying this in the context of EM service that they need to enter their userid and pin on the phone and you are looking some web interface option for this. If that is the case, then it is not possible

In case, you are using UCCX version 11 that supports Finesse IPPA and agents have to put in their userid, password and extension manually to login, then you can simply change the FIPPA url to use these details from CM directly. Refer to Manage Finesse IP Phone Agent section of below document for more details on this:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/config/guide/UCCX_BK_U2F148AE_00_unified-ccx-administration-guide/UCCX_BK_U2F148AE_00_unified-ccx-administration-guide_chapter_010110.html#CFIN_TP_F554A61F_00

Regards

deepak

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