Re: [cisco-voip] Finesse customisations - feedback
Abhiram, Thanks for soliciting the feedback. I've found a few items on my list that I'll share. All my experience is from UCCX by the way. - UCCX Finesse API doesn't support passing call variables in the MAKE_CALL request. This has been a huge problem for me, since we are using this API to place calls from a CRM. We want to pass the account numbers into Finesse but it won't let us. This is documented in the Finesse dev guide as a limitation/not supported. But I wish the BU would reconsider this to provide more capabilities into UCCX/Finesse API. - UCCX Finesse API for 'Update Call Variable' data doesn't allow an admin user to submit requests on behalf of agents. We tried to use this to have the CRM update the call variable after the fact (due to #1 above) but the CRM wasn't able to do it because the admin credentials on Finesse don't have access to this API. It has to be the agent themselves who update their own call, which is a problem since the CRM doesn't have the agent's credentials. - Finesse gadgets that are placed in a 'tab' in the desktop layout have frames added around them. There is no way to prevent Finesse from adding this frame/border.However, if you add the gadget to the global 'page' inside Finesse, then it does not add a frame.I think that Finesse should allow the admin to choose whether or not a frame/border is added to a gadget, regardless of whether the gadget is added to 'page' or 'tab'. - Finesse default Team Performance gadget. It would be nice to have the system reason codes added into this gadget. Today, if the user is 'not ready' due to a custom code, it is displayed in the gadget. However, if they are not ready due to an inbound non-acd call or outbound call, the gadget just shows as 'not ready'. This has let to supervisors not being able to determine whether an agent is slacking off, or on an outbound call. - Functionality to alert/remind a user that they are in 'not ready' state. I've had problems in small call centers where an agent will forgot their in not ready, or will RONA a call and not realize. In any case, they end up not ready and don't realize it. If Finesse could have an option to remind users they are not ready, this would help in certain environments This should definitely be an option that could be enabled, since some environments would not want to have this feature. - Access to source code for the callcontrol teamperformance gadget (or ability to modify those gadgets) - 'Finesse Lite' that can be added into a Jabber custom tab. There are some third party solutions for this today, but should be something that could be included by default. Justin On Tue, Apr 14, 2015 at 4:15 AM, Abhiram Kramadhati (akramadh) akram...@cisco.com wrote: Hi Erik, This is actually a follow up of that and also a follow-up of the Ask-the-Expert session I did on Finesse. I noticed that there are quite a few partners on this group who might not have had a chance to provide feedback on those two events and hence the question. Cheers, Abhiram Kramadhati Sent from my iPhone On 14 Apr 2015, at 5:46 pm, Erik Goppel egop...@gmail.com wrote: Abhiram, Please have a look at the discussion on the community. https://communities.cisco.com/thread/51226 this list was set up ate the UCCE Tech Summit in Amsterdam, and has been discussed with Ted Phipps with the whole group there. Also please ask your question in that thread or the community, as that is the place where ATP Partners, will look, as not all of them are subscribed to a list like this. Thanks, Erik Goppel Technical Consultant Unified Communications Dimension Data Netherlands On Tue, Apr 14, 2015 at 4:57 AM, Abhiram Kramadhati (akramadh) akram...@cisco.com wrote: Hi all, Have received good amount of feedback about Finesse and some of the features. We are currently working on this and in that regard, would appreciate some feedback on this from your experience from the field: *Which are the most common customisations you have been asked from customers when you are trying to deploy Finesse? - a customisation need not be a new gadget integrating to another server. It could just be modifying out-of-the-box Finesse behaviour. * If you have got some time and if you have something to share about this, please drop me a line at *akram...@cisco.com akram...@cisco.com* Thanks in advance! *Abhiram Kramadhati* Technical Solutions Manager Customer Solutions Success team, CBABU akram...@cisco.com Phone: *+61 2 8446 6257 %2B61%202%208446%206257* CCIE Voice - 40065 *Cisco Systems Australia Pty Limited* The Forum 201 Pacific Highway 2065 St Leonards Australia Cisco.com http://www.cisco.com/web/AU/ http://wwwin.cisco.com/marketing/corporate/brand/intelbrand/brandstrat/signature/Insert%20your%20LinkedIn%20link
Re: [cisco-voip] Finesse customisations - feedback
Abhiram, Please have a look at the discussion on the community. https://communities.cisco.com/thread/51226 this list was set up ate the UCCE Tech Summit in Amsterdam, and has been discussed with Ted Phipps with the whole group there. Also please ask your question in that thread or the community, as that is the place where ATP Partners, will look, as not all of them are subscribed to a list like this. Thanks, Erik Goppel Technical Consultant Unified Communications Dimension Data Netherlands On Tue, Apr 14, 2015 at 4:57 AM, Abhiram Kramadhati (akramadh) akram...@cisco.com wrote: Hi all, Have received good amount of feedback about Finesse and some of the features. We are currently working on this and in that regard, would appreciate some feedback on this from your experience from the field: *Which are the most common customisations you have been asked from customers when you are trying to deploy Finesse? - a customisation need not be a new gadget integrating to another server. It could just be modifying out-of-the-box Finesse behaviour. * If you have got some time and if you have something to share about this, please drop me a line at *akram...@cisco.com akram...@cisco.com* Thanks in advance! *Abhiram Kramadhati* Technical Solutions Manager Customer Solutions Success team, CBABU akram...@cisco.com Phone: *+61 2 8446 6257 %2B61%202%208446%206257* CCIE Voice - 40065 *Cisco Systems Australia Pty Limited* The Forum 201 Pacific Highway 2065 St Leonards Australia Cisco.com http://www.cisco.com/web/AU/ http://wwwin.cisco.com/marketing/corporate/brand/intelbrand/brandstrat/signature/Insert%20your%20LinkedIn%20link Think before you print. This email may contain confidential and privileged material for the sole use of the intended recipient. Any review, use, distribution or disclosure by others is strictly prohibited. If you are not the intended recipient (or authorized to receive for the recipient), please contact the sender by reply email and delete all copies of this message. Please click here http://www.cisco.com/web/about/doing_business/legal/cri/index.html for Company Registration Information. ___ cisco-voip mailing list cisco-voip@puck.nether.net https://puck.nether.net/mailman/listinfo/cisco-voip ___ cisco-voip mailing list cisco-voip@puck.nether.net https://puck.nether.net/mailman/listinfo/cisco-voip
Re: [cisco-voip] Finesse customisations - feedback
Hi Erik, This is actually a follow up of that and also a follow-up of the Ask-the-Expert session I did on Finesse. I noticed that there are quite a few partners on this group who might not have had a chance to provide feedback on those two events and hence the question. Cheers, Abhiram Kramadhati Sent from my iPhone On 14 Apr 2015, at 5:46 pm, Erik Goppel egop...@gmail.commailto:egop...@gmail.com wrote: Abhiram, Please have a look at the discussion on the community. https://communities.cisco.com/thread/51226 this list was set up ate the UCCE Tech Summit in Amsterdam, and has been discussed with Ted Phipps with the whole group there. Also please ask your question in that thread or the community, as that is the place where ATP Partners, will look, as not all of them are subscribed to a list like this. Thanks, Erik Goppel Technical Consultant Unified Communications Dimension Data Netherlands On Tue, Apr 14, 2015 at 4:57 AM, Abhiram Kramadhati (akramadh) akram...@cisco.commailto:akram...@cisco.com wrote: Hi all, Have received good amount of feedback about Finesse and some of the features. We are currently working on this and in that regard, would appreciate some feedback on this from your experience from the field: Which are the most common customisations you have been asked from customers when you are trying to deploy Finesse? - a customisation need not be a new gadget integrating to another server. It could just be modifying out-of-the-box Finesse behaviour. If you have got some time and if you have something to share about this, please drop me a line at akram...@cisco.commailto:akram...@cisco.com Thanks in advance! [http://www.cisco.com/c/dam/assets/email-signature-tool/logo_07.png?ct=1421802598153] Abhiram Kramadhati Technical Solutions Manager Customer Solutions Success team, CBABU akram...@cisco.commailto:akram...@cisco.com Phone: +61 2 8446 6257tel:%2B61%202%208446%206257 CCIE Voice - 40065 Cisco Systems Australia Pty Limited The Forum 201 Pacific Highway 2065 St Leonards Australia Cisco.comhttp://www.cisco.com/web/AU/ [http://www.cisco.com/assets/social_media_icons/linkedin-16x16.png]http://wwwin.cisco.com/marketing/corporate/brand/intelbrand/brandstrat/signature/Insert%20your%20LinkedIn%20link [http://www.cisco.com/assets/swa/img/thinkbeforeyouprint.gif] Think before you print. This email may contain confidential and privileged material for the sole use of the intended recipient. Any review, use, distribution or disclosure by others is strictly prohibited. If you are not the intended recipient (or authorized to receive for the recipient), please contact the sender by reply email and delete all copies of this message. Please click herehttp://www.cisco.com/web/about/doing_business/legal/cri/index.html for Company Registration Information. ___ cisco-voip mailing list cisco-voip@puck.nether.netmailto:cisco-voip@puck.nether.net https://puck.nether.net/mailman/listinfo/cisco-voip ___ cisco-voip mailing list cisco-voip@puck.nether.net https://puck.nether.net/mailman/listinfo/cisco-voip
