Cisco Finesse Agent, Cisco Finesse Supervisor, Cisco Handset & Voicemail
This course provides supervisors with a basic level of understanding of the contact centre functionality for the Cisco Handsets and how to handle ACD calls.
Supervisors will be taken through the functionality available to ACD agents such as logging in & out and making themselves available to the queues. They will also be taken through the supervisor interface where they will be show to monitor their teams.
An overview of the voicemail features and functionality will be shown as well as everyday use of the voicemail system.
This offering is available for both Cisco Enterprise and Express contact centres.
| Duration | 90 minutes per session |
| Group Size | Up to 10 people per session |
| Prerequisite | No Prior Knowledge Required |
| Course type | Contact centre Supervisor |
| Training Room Requirements | Meeting Room Test Phone per Attendee Extension Mobility Logins and Passwords Agent Logins and Passwords Supervisor Logins and Passwords Directory Numbers Test Voicemail boxes |
| Remote Training Requirements | Sessions will be hosted using either Webex or Microsoft Teams sessions Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams |
| Note | This course should take place after a cutover |
Course Content
Upon successful completion, supervisors will be able to demonstrate the following handset capabilities:
- Make and receive multiple calls
- Perform standard handset features such as:
- Multiple Call Handling
- Hold
- Transfer
- Conference
- Mute
- Corporate Directory
Upon successful completion, supervisors will be able to demonstrate the following agent features:
- Understand Contact Management Pane
- Understand the specific agent procedure from logging in to logging out
- Choose an Agent State
- Conduct Basic Call Handling
- Use the Phone Book
- Use the Chat Function
- Understand the Real Time Displays
Upon successful completion, supervisors will be able to demonstrate the following supervisor features:
- Understand the Team Performance window
- Use the Monitoring feature to silently observe an agents call
- Change an Agent State
- Understand the real time reports (if applicable)
- Team Summary Report
- Voice CSQ Summary Report
Upon successful completion, delegates will be able to demonstrate the following voicemail capabilities:
- Access Group Voicemail Box internally and externally
- Set up a new group voicemail box
- Change password and record name & greeting
- Retrieve messages and use playback controls
Course Material
Bespoke guides will be created for the handset and voicemail when the following information is provided:
- Handset Types
- Handset Keys for each type
- Extension Mobility details
- Agent Logins and Passwords
- Usage of Timed Wrap Up
- Usage of Unavailable Reason Codes
- Usage of Logout Reason Codes
- Voicemail Details – Internal access number, external access number and default password