Using Finesse Desktop
The Basics of Using Finesse Desktop
1) Go to Cisco Finesse Desktop - link
2) Enter your HMA network login credentials and the full +1 formatted agent phone number in the “Extension” field (see example)
NOTE: If prompted for accepting certificates just click OK
3) If you have both a soft phone and Cisco desk phone setup, you will need to select the preferred device for the specific Finesse session you’re starting, and click Continue
Main Desktop Screen Overview
Taking Queue Calls
1) To begin taking calls, click the agent status drop-down and select Ready
2) To answer a call, click the Answer button
NOTE: Your status will change to Talking
3) There are four in call control buttons in the middle of your screen
a. Keypad is used when number input is required, such as choosing a menu option
b. Hold is used when you need to place a caller on hold
c. Direct transfer is only used when the receiving party knows to expect the call
d. Consult is used when you require another resource on the phone to assist
Using In-call Control Features
Click Keypad when you need to enter in numbers/characters
Click on Hold when you need to obtain more information before proceeding with the call or need to pause the conversation for another reason
To resume the call once you’re ready, click on Retrieve
Performing a Consult Call and Transfer
1) Click on Consult when you require an additional resource on the call or need to forward the call to someone else. Once you click on the button, you can dial by name or number to reach the person.
2) Once you have your consult person on the phone you can explain why you’ve called them and if they are ready to accept
the call, you click on the Retrieve button.
3) Inform the caller you are about to connect them with someone that can assist them, then press the Transfer button.
Two Ways to Make a New Call
1) Phone Book - start typing a last name or first name to have the system search as you type. Once it locates the number you want, click on the phone number to dial
2) Dial Pad - If the person you’re looking for is not listed in the Phone Book, but you know the phone number, type the phone number in the field above the keypad (no dashes or parathesis) and hit the Call button
NOTE: If dialing another HMA staff member in the office, you can enter the short dial version of their phone number. EX: *2518
If you need assistance, call the Help Desk at (629) 255-3939