Change Your State
When you sign in to Cisco Finesse desktop, by default your state is set to Not Ready. This is applicable to both voice and digital channels.
You can set your state to Ready or you can choose from one of the configured Not Ready reasons.
While you are on a call, chat or replying to an email, you can select and apply a state when you complete the task.
Change Your State for Voice Channels
When you sign in to Cisco Finesse desktop, by default your state is set to Not Ready. To accept incoming call, you must set your state to Ready.
When you answer a call, you can change your state after you complete the call. If Wrap-Up is required, when a call ends you transition to Wrap-Up state. While in Wrap-Up state, you can complete any after call work. If Wrap-Up is optional, you can select Wrap-Up while on call to transition to Wrap-Up state when the call ends.
To end the Wrap-Up state, you must select your new state from the drop-down or wait for the preconfigured timer to expire.
Procedure
Step 1 |
Click the drop-down besides your current state. |
Step 2 |
Select the appropriate state from the list. |
Change Your State for Digital Channels
When you sign in to the Finesse desktop, your state is set to Not Ready by default.
If you are in Ready state, you can set your state to Not Ready.
To accept incoming chat and email contacts, you must set your state to Ready.
Procedure
Step 1 |
Click the drop-down arrow beside your current state. |
Step 2 |
Select the appropriate state from the list. |