Answering Calls Using Finesse

Article Type: General Information

Question:

• How do I answer calls using Cisco Finesse? 

Resolution:

When receiving a call, you will be notified within Cisco Finesse and on your Cisco phone or IP Communicator. You may answer the call using any one of the below methods.

To receive calls in Cisco Finesse.  Click on Not Ready at the top of the screen.  A drop-down menu will appear.  Select Ready, the status will change to Ready, the agent is now ready to receive calls See image below.

• Answering Calls Using IP Communicator

  If a headset is connected to the Computer, Finesse will send the call to the IP Communicator. Otherwise, the call will be sent to the computer speaker.

  • Click the Answer button. This button will appear when a call is coming in.
  • When finished, click End. This button will appear when a call is started.

• Answering Calls Using Cisco Phone

  • Pick up the handset.
  • Set the handset down on the base when finished with the call.