Finesse "Not Ready" Alerting

[chad_meyer]

Hey everyone,

I was asked to research alerting options for Finesse.  We are running 10.5 and use UCCE (non packaged) 10.5 as well, if that matters. The request is to have some form of alerting take place when a user has been in a Not Ready state for "X" amount of minutes.  I am not really well versed with Finesse and understand this may be a customization, however am not sure where to start.  Any direction would be greatly appreciated.  Thanks in advance.

Chad

[Deepak Rawat · Accepted solution]

This feature is not available Out of the Box for Finesse Desktop as it used to be with Cisco Agent Desktop. This can definitely be achieved but will require customization, 2Ring is one of the certified Cisco Partner that can help you with Finesse customizations related to this and other custom requirments

https://www.2ring.com/contact-centers/gadgets-for-cisco-finesse/

It will be worth to take a look at below White Paper to understand the major differences between Finesse Desktop and Cisco Agent Desktop:

http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/finesse/white-paper-c11-736448.html

Regards

Deepak

[chad_meyer]

Deepak,

Thank you for the quick response.  The white paper was definitely helpful.    

[Deepak Rawat]

Glad that it helped and thanks for updating the forum.

Regards

Deepak

[david.macias]

Take a look at CUIC to provide a visual notifier when this happens. It's not 100% effective, but it will be an easy way to solve this without any customization. The other method is to create some customization on Finesse or notification against your UCCE DB.

david