Finesse Phone book Keypad Issue

[dhatchina120584]

Hi All,

In our Lab Finesse after select a IVR number from phone book list, not able to paste any number in the keypad number block. Even its not taking any entry via key board also. Only option is to click the number by using mouse or use tab key and press enter.

Is there any way to allow finesse take input directly from keyboard or enable paste option in the keypad. Please advise.. Finesse version is 12.0

[bill.king1]

Have you tried this with multiple browsers? And you're saying this works fine if the agent is making an outbound call, but doesn't work if the outbound call involves calling some type of IVR?

[dhatchina120584]

i tried with different browser and the result is same. 

NO, this is not working even if agent making normal outbound call.

[david.macias]

I thought I had seen this as a bug at one point, but I can't find it now. Maybe ensure you have the latest 12.0 Finesse version.

david

[dhatchina120584]

yes, we are using finesse 12.0.1.10000-17 version

[bill.king1]

I would try to restart Finesse to make sure it isn't anything wacky going on, but if that doesn't resolve it, there are some defects for other versions that are similar to what you're describing, like:

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCwd22464

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCwc04270

I tend to think if it was a defect though more people would've run into it, especially since this is version 12.

[dhatchina120584]

After restarting the Finesse server also still facing the same result. I believe you are correct. Version 12.0 also hitting the 2nd bug...

Looks like there is no fix released for this bug... 

[bill.king1]

You still might want to open a TAC case and reference that bug, as that is listed for 12.5, not 12, in case you're running into something else and/or they need to update the description for the bug to include your version. Maybe they'll be able to tell you if there is an ETA on the fix for instance, like in 12.6.2 or some ES for 12.5? Good luck, please let us know what they say.
And that bug makes it seem like it is only for calls to an IVR, but you mentioned it happened for all outbound calls, did the reboot resolve anything?

[dhatchina120584]

Got the below response from Cisco TAC

CSCwc04270 is an enhancement request (not a bug) to use keyboard in addition to mouse and pressing keys to enter DTMF.  The currently functionality is working as designed.  As an enhancement there is no commitment to add this functionally.  If this functionality is a priority to the customer, then contact your Cisco account team so that they can communicate the business impact of this issue.

[bill.king1]

Hi @dhatchina120584 thanks for sharing, but I'm a little confused about what you're saying. Initially you said it was for calls made to IVRs, then you said it was for all calls. I just confirmed that you can cut and paste (for instance) a number into the Finesse dial field.
I then tested and you can use the keyboard like the documentation says to do DTMF when you're on a call, but it works differently than you might expect. you use the keyboard command to select the number on the keypad so when you press enter, it enters that number.
This document mentions about navigating the keypad. https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1251/user/guide/cfin_b_1251-desktop-user-guide/cfin_b_1251-desktop-user-guide_chapter_01.html#reference_657C475E187B81571ED8A84943C5E4C0
Probably still not what you want as far as agent natively being able to type on the number pad on the keyboard, but might help you depending on your use case.