I am anticipating the release of Finesse for UCCX next year. The main reason is that it's web based and doesn't require a client to be installed on an agents or supervisors PC. A feature that I am hoping is incorporated into Finesse is a simpler way for agents to hot desk / hotel. With the current UCCX Agent Desktop, agents are tied to an extension. To hotel or hot desk the agent has to use extension mobility, which I don't think is 100% supported.
Has anyone had experience with Finesse or have any insight into how agents are assigned and managed with Finesse? I'm hoping that the agents are no longer tied to an extension. I've seen mention of hoteling / hot desking in a couple of white papers, but can't find any details about it or how it works.
Thanks,
Mark
