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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

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