Cisco Finesse Training Online Training

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Lalo Nunez

3:19:08

70 View

1. UCCX Routing calls to agents and Cisco Finesse.mp4

00:41

2. UCCX Agent Requirements.mp4

06:26

3. Creating resources for our call center.mp4

06:41

4. Basic Script with Agents.mp4

10:30

5. Cisco Finesse Agent Desktop.mp4

06:40

6. Cisco Finesse Supervisor Desktop.mp4

04:46

7. What if no agents are logged in.mp4

22:57

8. Intro Customizing the Cisco Finesse Desktop.mp4

00:41

9. Not Ready Codes.mp4

08:57

10. Sign Out Codes.mp4

04:13

11. Wrap-up Codes.mp4

10:17

12. Phonebooks.mp4

07:04

13. Call Variables.mp4

14:01

14. Intro Cisco Finesse Administration.mp4

01:04

15. Finesse Desktop Chat.mp4

15:27

16. Finesse Desktop Layout.mp4

10:57

17. Finesse Workflows.mp4

11:53

18. Supervisor Calendar Management.mp4

10:52

19. Intro Finesse IP Phone Agent.mp4

01:16

20. Finesse IP Phone Agent.mp4

06:38

21. Configure FIPPA Application user.mp4

05:06

22. Configure Finesse IP Phone service.mp4

08:13

23. Configure certificates for FIPPA.mp4

07:06

24. FIPPA Demo.mp4

06:39

25. FIPPA one button login.mp4

10:03

Description

This intermediate Cisco Finesse training prepares network administrators to customize their contact center's user experience with Cisco Finesse, a call center agent desktop interface that enhances productivity and accessibility.

Call center agents and supervisors all around the world were very excited when Cisco announced Finesse, the software application that expands the functionality of Cisco's UCCE, PCCE and UCCX call center platforms. The web app gives call center agents and supervisors a ton of flexibility as they log in, change status, receive calls and navigate the call from one easy-to-use and customizable interface. This course is all about using, deploying and configuring Cisco Finesse. You'll be setting up call centers and optimizing their networks in no time with this Finesse training.

More details

After finishing this Cisco training, you'll know how to customize your contact center's user experience with Cisco Finesse, a call center agent desktop interface that enhances productivity and accessibility.

For anyone who manages their networking training, this Cisco training can be used to onboard new network administrators, curated into individual or team training plans, or as a Cisco reference resource.

Cisco Finesse Training: What You Need to Know

This Cisco Finesse Training training has videos that cover topics including:

Configuring the Finesse IP Phone Agent so users can log in with their phones
Configuring Sign Out Reason codes for the Cisco Finesse Desktop
Configuring Reason, Sign Out, and Wrap-Up codes
Configuring workflows within Cisco Finesse Administration

Who Should Take Cisco Finesse Training Training?

This Cisco Finesse training is considered administrator-level Cisco training, which means it was designed for network administrators. This networking skills course is designed for network administrators with three to five years of experience with Cisco Finesse best practices.

New or aspiring network administrators. A brand new network administrator should take this Cisco Finesse training so they understand how to customize the Cisco solution used by companies all over the world for their call center operations. If you're hoping to land a job with a network run by Cisco, save yourself the time and learn to configure Finesse with this course early in your career.

Experienced network administrators. If you've been working as a network administrator for several years, Cisco Finesse is a good choice if you're assuming new responsibilities related to your call center configuration and optimization. Not all net admins work with call center networks. This course makes sure you understand how configuring one relates to all the other administration tasks you're familiar with.

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Lalo Nunez

Instructor's Courses

Some people build walls that complicate their learning processes because of the unknown. I like tearing down those walls and having people fall in love with technology.

Lalo Nunez brings more than 20 years of IT experience to his training. Before joining CBT Nuggets, he was a senior voice engineer. Lalo has always been interested in technology because of all the different ways technology impacts our daily lives. In his spare time, Lalo enjoys time with his family, sports (especially the Chicago Cubs baseball team), and playing cards with his family and friends.

Certifications: Cisco CCNP Collaboration, Cisco CCNP Routing & Switching, CompTIA Network+, CompTIA A+

Areas of expertise: Cisco collaboration and networking

CBT Nuggets

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CBT Nuggets is renowned for providing innovative training that's informative, meaningful, and engaging. We provide a variety of training, primarily in IT, project management, and office productivity topics. Our comprehensive library contains thousands of training videos ranging from Cisco networking to Microsoft Word. Whether you want to pass a certification exam, increase your skills, or simply learn new things, we've got you covered! All of our training is delivered through high-quality online streaming video. Subscribers can train 24 hours a day, seven days a week, from the convenience of a computer or mobile device. CBT Nuggets trainers are the rock stars of training, renowned for their expertise, industry-wide credibility, and engaging personalities. They enable CBT Nuggets to deliver accurate, up-to-date training, using a laid-back whiteboard presentation style. There are no scripts, EVER. Our trainers love to teach, and it shows! CEO and founder Dan Charbonneau was a Microsoft trainer when he began recording CBT Nuggets' very first training videos back in the 1990s. He wanted to help provide large organizations, small teams and individuals with comprehensive and budget-conscious training, and he realized it couldn't be done in a classroom. From the CBT Nuggets World Headquarters in Eugene, Oregon, Dan and his team promise each video will be informative, comprehensive, accurate, and fun to watch.