Frequently Asked Questions (FAQs)
Table of Contents
General
Cisco Finesse
Cisco Agent
Cisco Supervisor
Phone Authentication
Questions & Answers
What is the ACD phone number for the OSU Stillwater Athletics Ticket office?
877-255-4678
When using ACD (Cisco Finesse) on Microsoft Edge or Google Chrome, the status is automatically set to Not Ready or the Wrap-Up\Work timer is not working correctly.
The Throttle Javascript Timers In Background setting will need to be disabled in Microsoft Edge or Google Chrome within the browser's Flags property pages (Microsoft Edge: edge://flags/#intensive-wake-up-throttling, Google Chrome: chrome://flags/#intensive-wake-up-throttling).
Before making the change, log out of the Cisco Finesse page.
What are the mainline numbers for departments using Cisco Finesse Auto Call Distribution (ACD)?
The following are the mainline number numbers for departments currently using ACD services:
- Facilities Management - (40)-744-7154
- Undergraduate Admissions - (405)-744-5358
- Athletics Ticket Office - (877)-255-4678
- Office of the Bursar - (405)-744-5993
- Fire Protection Publications - (800)-654-4055 // (405)-744-5314
- Fire Service Training - (800)-304-5727 // (405)-744-5727
- IT Helpdesk - (405)-744-4357
- Oklahoma Animal Disease Diagnostic Laboratory (OADDL) - (405)-744-6623
- Operator - (405)-744-5000
- Parking Services - (405)-744-6525
- Office of the Registrar - (405)-744-6876
- Scholarships and Financial Aid - (405)-744-6604
How do I install Cisco Agent desktop software on my computer?
Once you are set up in an Automatic Call Distribution (ACD) system you will be able to download and install the Cisco Agent desktop software by authenticating to the website https://uccx1.net.okstate.edu/appuser . You will need to open the website using Internet Explorer in compatibility mode to successfully be able to use the website to download your software. If you also need the Cisco Supervisor software you do not need to separately download the Cisco Agent desktop software as you will receive the Cisco Agent desktop software with your download of Cisco Supervisor.
What information is available in the Queue Statistics section after I have authenticated to Cisco Finesse Agent?
The Queue Statistics page provides information about:
- The name of the queue (Queue Name).
- The number of calls in the queue (# Calls).
- The max time the oldest call has been in queue (Max Time).
- The number of Agents assigned to the queue who are in a Ready state (Ready).
- The number of Agents assigned to the queue who are in a Not Ready state (Not Ready).
- The number of Agents assigned to the queue who are on inbound calls (In).
- The number of Agents assigned to the queue who are on outbound calls (Out).
- The number of Agents assigned to the queue who are on internal consult calls (Other).
- The number of Agents assigned to the queue who will transition to Ready state when Wrap-Up (also known as Work, or Work Time) ends (Ready (Pending)).
- The number of Agents assigned to the queue who will transition to Not Ready when Wrap-Up (also know as Work, or Work Time) ends (Not Ready (Pending)).
How does Cisco Finesse Agent notify the individual of an incoming call, sign out, or other notification?
Either the Cisco Finesse webpage becomes the active window or flashes in the taskbar. You may also receive a notification in one of the four corners of your computer screen.
Please note: Microsoft Internet Explorer is not compatible with displaying a notification in one of the four corners of the screen.
How do I log out of Cisco Finesse as an Agent?
To log out of Cisco Finesse, select the icon in the upper right corner of the web page (depicted as a person) and choose the Sign Out option. You must first set your Status to 'Not Ready' before the option to Sign Out will be enabled.
Do not close your browser to sign out of the Cisco Finesse Desktop as it can take several minutes before Cisco Finesse automatically signs you out from call availability.
How do I transfer a call in the Cisco Finesse Desktop client as an agent?
Two types of transfers can be performed in the Cisco Finesse Desktop client as an agent, a direct transfer and a consult call.
A direct transfer is transferring an active call to another individual without speaking to the individual before performing the transfer.
A consult call can be performed to speak with another individual before either conferencing in an active call or transferring the active call to the individual.
How do I answer a call in the Cisco Finesse Agent?
You must be in Ready state to be available for customer calls. When a call arrives at the desktop, your state automatically changes to Reserved. A notification with configured customer details is displayed with the Answer button. Select Answer in the notification to answer the call.
Please note: You can receive a call transferred from another agent while your status is set to Not Ready.
How do I make a call from Cisco Finesse Agent?
Select the dial pad (or key pad) icon on the Cisco Finesse Desktop. Enter the number into the dial pad\key pad window (example 4057444357, 405744HELP, etc.).
Please note: Cisco Finesse supports the use of any ASCII character when you make a call. Finesse converts letters typed into the dial pad into numbers. It does not remove non-numeric characters (including parentheses and hyphens) from phone numbers. All alphabetical and special characters from the phone numbers including #, *, +, and : are supported.
What additional digits can I send from the dial pad\key pad option while on a call using Cisco Finesse Agent?
You can send the following characters as additional digits:
- 0, 1, 2, 3, 4, 5, 6, 7, 8, and 9
- A, B, C, and D
- #
- *
Please note: You must be on a active call to use the feature and enter digits\characters using the dial pad\key pad. You cannot type the digits\characters using the keyboard.
How to I change my status in Cisco Finesse Auto Call Distribution (ACD)?
After you have authenticated to the Cisco Finesse ACD system, you can change the status option from the drop down menu in the toolbar across the top of the page to the right of the Cisco logo and Cisco Finesse label.
A status of Ready will allow calls to be sent to your ACD extension per the rules determined by your ACD. A status of Not Ready will take your extension out of receiving calls in the ACD.
What phone options are available in Cisco Finesse Agent Desktop when set to Ready status depending on the call situation?
When you are set to Ready and on a call with an individual, the options Consult, Direct Transfer, Hold, Keypad, and End are available.
When you are set to Ready and a call is on hold and you are on a Consult call, the options Conference, Direct Transfer, Retrieve, and End are available.
When you are set to Ready and you are on a Conference call, the options Hold, Consult, Direct Transfer, Keypad, and End are available.
- A Consult call places the inbound ACD call on hold and allows you to dial another number to speak to another individual.
- Direct Transfer places the call on hold and allows you to dial another number without speaking to another individual.
- Hold allows the Agent to preform other tasks while the inbound ACD and Agent cannot speak with one another.
- Keypad displays the 12-key input screen to send additional digits if necessary.
- End hangs up\terminates the call between the Agent and the individual.
- Conference allows multiple individuals and the Agent to speak at the same time while on a call.
How do I authenticate to the Cisco Agent desktop software for Automatic Call Distribution (ACD)?
To authenticate to the Cisco Agent desktop software, open Cisco Agent and enter your OSU email address in the ID field along with your O-key password and the five digit ACD extension (begins with a 5) assigned to you. If this is your first time authenticating and do not know what your five digit ACD extension is, you should authenticate to the phone first as the ACD extension will be displayed on the phone after successfully authenticating.
How do I authenticate to Cisco Finesse Auto Call Distribution (ACD) as an Agent?
Visit https://acd.okstate.edu and enter your OSU e-mail address in the Username field, your O-Key password in the Password field, and your ACD extension (example: 59999) in the Extension field.
The ACD extension is usually listed on the display screen of your desk phone. You may need to authenticate on Extension Mobility on your desk phone using your OSU e-mail address and ACD PIN for the extension to appear.
Once you have entered the above information, select the Sign In button at the bottom of the Cisco Finesse authentication page.
I am unable to log out of Cisco Finesse Auto Call Distribution (ACD).
Ensure your status is set to 'Not Ready' before using the log out option in Cisco Finesse ACD.
How long is Cisco Finesse locked out after authenticating with invalid credentials?
If you have attempted to sign into the Cisco Finesse Desktop client at https://acd.okstate.edu with the incorrect login information five times in a row, Cisco Finesse Desktop locks your account for five minutes. For security reasons, Cisco Finesse does not display an error message stating your account has been locked. Please wait at least five minutes before attempting to log into Cisco Finesse Desktop.
If you are sure you are not locked out of the Cisco Finesse Desktop client but are still unable to authenticate at https://acd.okstate.edu , please contact the IT Helpdesk for further assistance.
As a Cisco Finesse ACD Supervisor, how do I request Agent access for staff to my department's ACD?
Please contact the OSU IT Helpdesk with your main ACD number (example: 405-744-4357), the first and last name of the staff person to add (example: Frank Eaton), campus e-mail address of the staff person to add (example: pistolp@okstate.edu), and the campus the ACD is affiliated (example: OSU Stillwater).
How do I Add or Remove a Telephone Auto Call Distribution (ACD) Agent?
See the "Related Services" section of this page to request this service.
How do I install Cisco Supervisor desktop software on my computer?
Once you are set up in an Automatic Call Distribution (ACD) system you will be able to download and install the Cisco Supervisor desktop software by authenticating to the website https://uccx1.net.okstate.edu/appadmin. You will need to open the website using Internet Explorer in compatibility mode to successfully be able to use the website to download your software. When you download the Cisco Supervisor software you will also download the Cisco Agent desktop software as well. Therefore, if you need both software you only need to download and install Cisco Supervisor as both are obtained through the download of Cisco Supervisor desktop.
How does Cisco Finesse Supervisor notify the individual of an incoming call, sign out, or other notification?
Either the Cisco Finesse webpage becomes the active window or flashes in the taskbar. You may also receive a notification in one of the four corners of your computer screen.
Please note: Microsoft Internet Explorer is not compatible with displaying a notification in one of the four corners of the screen.
How do I change a status of an Agent logged into the ACD as a Cisco Finesse Supervisor?
Use the Team Performance gadget to change the state of an agent to Ready, Not Ready, or Sign Out.
What information is available in the Queue Statistics section after I have authenticated to Cisco Finesse Supervisor?
The Queue Statistics section displays information about the queues to which you are assigned.
The Queue Statistics page provides information about:
- The name of the queue (Queue Name).
- The number of calls in the queue (# Calls).
- The max time the oldest call has been in queue (Max Time).
- The number of Agents assigned to the queue who are in a Ready state (Ready).
- The number of Agents assigned to the queue who are in a Not Ready state (Not Ready).
- The number of Agents assigned to the queue who are on inbound calls (In).
- The number of Agents assigned to the queue who are on outbound calls (Out).
- The number of Agents assigned to the queue who are on internal consult calls (Other).
- The number of Agents assigned to the queue who will transition to Ready state when Wrap-Up (also known as Work, or Work Time) ends (Ready (Pending)).
- The number of Agents assigned to the queue who will transition to Not Ready when Wrap-Up (also know as Work, or Work Time) ends (Not Ready (Pending)).
Please note: There may be a delay for computing queue statistics. Also, the Active Out statistic includes Agents talking on outbound calls placed by the Agents as well as non-routed calls placed to external devices that are not monitored by the ACD. Active Out does not include Agents on Outbound Option calls.
Why are notifications and other windows not appearing when I select links or other tools within the Cisco Finesse Supervisor web page?
Ensure you have enabled pop-up windows or specified https://acd.okstate.edu as a web site to allow pop-up windows to appear within the browser you are using.
How do I log out of Cisco Finesse as a Supervisor?
To log out of Cisco Finesse, select the icon in the upper right corner of the web page (depicted as a person) and choose the Sign Out option. You must first set your Status to 'Not Ready' before the option to Sign Out will be enabled.
Do not close your browser to sign out of the Cisco Finesse Desktop as it can take several minutes before Cisco Finesse automatically signs you out from call availability.
Why are time fields displaying as --:-- instead of the actual time?
Timer fields are displayed as --:-- when the server cannot accurately calculate the state or call time. When the Cisco Finesse web page is able to contact the server to refresh the data, the timer field should begin to display correctly.
How do I authenticate to the Cisco Supervisor desktop software for Automatic Call Distribution (ACD)?
To authenticate to the Cisco Supervisor desktop software, open Cisco Agent and enter your OSU email address in the Login ID field along with your O-key password.
How do I authenticate to Cisco Finesse Auto Call Distribution (ACD) as a Supervisor?
Visit https://acd.okstate.edu and enter your OSU e-mail address in the Username field, your O-Key password in the Password field, and your ACD extension (example: 59999) in the Extension field.
The ACD extension is usually listed on the display screen of your desk phone. You may need to authenticate on Extension Mobility on your desk phone using your OSU e-mail address and ACD PIN for the extension to appear.
Once you have entered the above information, select the Sign In button at the bottom of the Cisco Finesse authentication page.
As a Cisco Finesse ACD Supervisor, how do I request Supervisor access for staff to my department's ACD?
Please contact the OSU IT Helpdesk with your main ACD number (example: 405-744-4357), the first and last name of the staff person to add (example: Frank Eaton), campus e-mail address of the staff person to add (example: pistolp@okstate.edu), and the campus the ACD is affiliated (example: OSU Stillwater).
How do I authenticate to a phone set up for Automatic Call Distribution (ACD)?
Log into the phone by selecting Extension Mobility. Once selected you will be prompted to enter your User ID and ACD PIN. Your User ID is your full OSU email address. If logging in for the first time you will be prompted to change your ACD PIN. You can change your ACD PIN to any desired numeric combination. After setting your ACD PIN, login using your full OSU email address and ACD PIN. If the ACD PIN is forgotten, you will need to contact the IT Helpdesk to request to have the ACD PIN reset back to the default.