Converged Communications

Training

In person RamPhone Hands On Training will provide a basic phone overview and review phone features and functions such as last number redial, view missed calls, transfer a call, forward all calls, pair a mobile device and use of the Cisco Jabber mobility client. Participants should bring their smart phone and/or WCU-issued laptop to the session. Please schedule your training session through FAST Faculty and Staff Training. Each session can accommodate a maximum of 12 participants.

 

CISCO Phone Training

How to Use your Cisco Desk Phone

Cicso 8851 Phone

Cisco 8851 Quick Start Guide

RamPhone Introduction Video

 

Cisco 7832 Conference Phone

Cisco 7832 Conference Phone Quick Start Guide

Announcements

New content added - see "Lower Your Voice Alert" and "Mark a Call as Spam"

Make a Call

There are several ways to initiate a call:

  • Lift the handset and begin to dial.
  • Press the Speakerphone button and begin to dial.
  • Press the Line Button next to the phone number you wish to call from and begin to dial.
  • To pre-dial, dial the number first, then choose any of the above options to place the call.

Dialing Procedures Have Not Changed:

For external calls, dial 8 + 1 + area code + telephone number you wish to call.

For internal calls, dial the 4-digit extension number.

Additional dialing instructions are available here.

Ramphone Tutorial

Last Number ReDial

To redial the most recently dialed number, lift the handset and press the Redial softkey.

End a Call

There are several options for ending your call:

  • Place the handset back on the phone.
  • Press the soft key under End Call on the display.
  • If you are using the speakerphone, press the Speakerphone button.
  • If you are using a headset, press the Headset button.

Answer a Call

When receiving a new call, you will see a few indicators. A flashing light on the handset, a flashing light on the line key and a ringing call icon displays with caller ID information.

You may answer a call using any of the following options:

  • Lift the handset.
  • Press the Speakerphone button.
  • Press the button next to the phone number (the Line button) which is ringing.
  • Press the Answer softkey.
Ramphone Tutorial

Place a Call on Hold

When you place a call on hold, the person on hold will hear music and you will not be able to hear them.

  • Press the Hold button (||).
  • The Hold icon will appear next to the call on the display of your phone.
  • To return to the call, press the Hold button again or press the soft key under the word Resume in the phone display.

Note: Hanging up the handset will not disconnect the call when the caller is on hold. You must first resume the call and then end the call.

Ramphone Tutorial

Mute Your Audio While on a Call

When you place a call on Mute, you can still hear the caller, but they cannot hear you. Others on the call will not have any indication you have momentarily silenced your end of the conversation.

  • Press the Mute button (icon of a microphone with a line through it), which will remain lit while the call is muted.
  • To remove yourself from mute, simply press the Mute button again. The button will no longer be lit.
Ramphone Tutorial

Transfer a Call

When you have a call on your line, you may transfer that call to any internal or external number.

  1. With the call live on your line (not on hold), press the Transfer button (icon of a person with an arrow). This will put the caller on hold automatically, and you will hear a dial tone.
  2. Enter the telephone number you wish to transfer to, adding 8 + 1 for an external number.
  3. You may either press the Transfer button again to immediately complete the transfer, or you may wait for the other person to answer the call, speak to them, then press Transfer again when you are ready.
  4. If no answer or the call is refused, press the line key to return to the original call. Alternatively, press EndCall then Resume softkeys to return to the original call.
Ramphone Tutorial

Transfer to Voicemail

To transfer a caller to another user's voicemail,

While on an active call:

1. Press the Transfer softkey or the Transfer button (this places the call on hold).

2. Press * (asterisk on number pad) and dial the user's 4-digit extension. Press the Transfer softkey or the Transfer button to complete the transfer to the call recipent's voicemail.

Transfer>*1234>Transfer

Add Another Person to a Call - Conference Calls

Conference Calls allow you to be on a single phone call with up to 6 other people.

  • With the first person on an active call, press the Conference button (icon of three people). This will place the first caller on hold.
  • Once the second call is answered, press the Conference button again to add the second call to the first. You can now talk to both participants at the same time. Repeat the above steps to add more participants. (maximum 6)
  • To view conference participants during a conference call, press the ..(More) softkey and then the Show Details softkey to display a listing of the people on the conference. The person who originated the conference call may remove a participant from a call by highlighting the name using the navigation Cluster and press the Remove softkey.

West Chester University also uses Zoom audio/video conferencing. More information is available here.

Ramphone Tutorial

Forward All Calls

You may forward calls to another extension or to your voicemail. When your phone is forwarded, it will not ring with incoming calls.

  1. Press the soft key under Fwd All or Forward All on the display.
  2. Enter the internal phone number you wish to forward your calls to, exactly as you would dial it directly. To forward to your voicemail, press your Messages button.
  3. You will see the forwarding phone number on your display.

It is important to cancel the forwarding when it is no longer required. To cancel the forwarding, press the Fwd Off soft key.

Ramphone Tutorial

Do Not Disturb

Do Not Disturb will still present calls to your phone with a single soft "beep" and Caller ID information to give you the option to answer the call. A red banner will display across the top of the telephone display to remind you that your phone is in Do Not Disturb mode.

Press the ..(More) softkey to go to the 2nd page of softkey options, then the Do Not Disturb softkey to turn off the phone ringer. The user will see the phone call information on the screen and the line key will flash, but the ringer will not ring.
Only a single “beep” will be heard
Press the ..(More) softkey to go to the 2nd page of softkey options, then the Turn off DND softkey to turn off the Do Not Disturb feature.

Corporate Directory/Personal Directory

Corporate Directory:

You can look up the phone numbers of colleagues and dial them directly using the Directory button.

  1. Press the Directory button.
  2. Use the Navigation Cluster to scroll down to the Corporate Directory.
  3. Press the Select button in the center of the Navigation Cluster.
  4. Search for a colleague by entering some or all of the information in the First Name and Last Name fields, then select Search. Use your keypad to enter letters by pressing the button until the letter you want appears.
  5. When you locate the person you wish to reach, highlight the name, then lift your handset or press the Speakerphone button to place the call.

Personal Directory:

You may create a personal directory through the Phone Contacts section in the Self Care Portal http://ramphone.wcupa.edu/ucmuser. This allows you to store phone numbers for personal contacts. Please note each user has one phone contact list. There is no option to link/unlink or share phone contact lists. Please follow the following steps to create a personal directory in the self care portal:

Step 1: From Unified Communications Self Care Portal, choose Phones > Phone Settings > Phone Contacts.
Step 2: Click the Create New Contact button. The Add New Phone Contact window appears.
Step 3: Complete the field details for the contact information and contact methods.
Step 4: Click Save.

The first time you attempt to access personal directory from your telephone set, you will be asked for your User ID (your WCU email address in ALL CAPS) and your PIN. Please create a unique PIN in the self care portal under the tab General Settings.

View Your Call History/Recent Calls

To view a list of past received, placed, and missed calls.

  1. Press the shortcut (looks like a clock) on your phone display. This shortcut indicator will turn red to indicate missed calls. Alternatively, press the Applications button (icon of a gear/wheel) and use the Navigation Cluster to scroll to Recents. Press the Select button in the center of the Navigation Cluster.
  2. You can sort by Missed Calls or All Calls using soft key options.
  3. To dial from call history, use the Navigation Cluster to highlight the number you wish to call, then lift the handset or press the Speakerphone button. Press the Edit/Dial soft key (may be on the 2nd menu of soft key options) if you need to edit the number to add 8 + 1 for an external call.
  4. To view details for a call, highlight the call and press the Details soft key. (may be on the 2nd menu of soft key options). You may also highlight the call and then press the right arrow on the Navigation Cluster to see details for that call.
Ramphone Tutorial

Change Your Ringtone

You may adjust your ringtone to a unique ringer for easy distinction from your nearby colleagues. If you have more than one line on your phone, you may select a different ringtone for each extension.

  1. Press the Applications button (icon of a gear/wheel).
  2. Use the Navigation Cluster to scroll to Settings, then press Select.
  3. Highlight Ringtone and press the Select button.
  4. If you have more than one line on your phone, select the line you wish to have a distinctive ringtone.
  5. You can listen to sample ringtones by scrolling through the list, then selecting Play.
  6. When you find the ringtone you like, select Set, then Apply to save the changes on your phone.

Default ringtone is Chirp 1 which chirps once to indicate an internal call and twice to indicate a call from an outside line.

Ramphone Tutorial

Adjust the Brightness of the Display

  1. Press the Applications button (icon of a gear/wheel).
  2. Use the Navigation Cluster to scroll to Settings, then press Select.
  3. Choose Contrast or Brightness.
  4. Use the Navigation Cluster to increase or decrease the contrast.
Ramphone Tutorial

Change the Ringer Volume

The volume bar will control the ringer, handset, speaker and headset.

Tap the Volume Bar (- +) to change the volume of the ringer when you are not on an active call, or change the handset volume when you are on an active call.

Adding Speed Dial Numbers

Speed dial numbers can be entered through the Self Care Portal http://ramphone.wcupa.edu/ucmuser. For instructions on accessing the Self Care Portal please refer to that section of the website. Please note that the number of speed dial numbers visible from your phone display depends on how many line keys are available. Contact RamPhone for help entering speed dial numbers.

Make a Call with a Headset

  1. Plug in a headset.
  2. Enter a telephone number using the keypad.
  3. Press the Headset button.

Make a Call with the Speakerphone

  1. Enter a telephone number using the keypad.
  2. Press the Speakerphone button.

Lower Your Voice Alert

Users can help keep their phone conversations at an appropriate volume level with the Lower Your Voice alert. When you speak loudly, a warning message displays on the phone screen. You can lower your voice or select Ignore. This feature can be disabled in the phone settings menu.

Listen to Your Voice Messages

Press the Messages button and follow the voice prompts. To check messages for a specific line, press the line button first.

Ramphone Tutorial

Adjust the Volume in a Call

Press the Volume bar left or right to adjust the handset, headset, or speakerphone volume when the phone is in use.

Ramphone Tutorial

Adjust the Ringtone Volume

Press the Volume bar left or right to adjust the ringer volume when the phone is not in use.

Ramphone Tutorial

Change the Font Size

 

  1. Press the Applications button.
  2. Select Settings > Font Size.
  3. Select a font size.
  4. Press Save.
Ramphone Tutorial

Pair a Bluetooth Headset

  1. Put your bluetooth headset in discoverable mode.
  2. On your Cisco phone, press the Applications button.
  3. Select Bluetooth > Add Bluetooth.
  4. Select your bluetooth headset from the available devices list to pair.

Mark a Call as Spam

You can use the Mark spam feature to reduce the number of unwanted calls you receive. With this feature, you designate a phone number as either a fraudulent call or as a telemarketer call. Fraudulent calls are declined and blocked. Telemarketer calls ring through to you but these calls have the term Telemarketer in the Incoming Call Alert and they have an icon next to them in the Recent Call List.

You can mark active or recent calls. You can view and edit your Spam call list from the Settings menu. The Spam call list can have up to 150 calls.

Recommended Headsets

To order headsets please note the part # from the list below and contact:

Jonathon Sackett
Account Manager, Hi-Ed |  CDW-G
Dir: 203.851.7152 Fax: 847.465.5143
jonsack@cdwg.com

  

Headset Recommended For Details

Plantronics CS540 Wireless Headset System

Plantronics CS540 Headset

Office Use Only

Connects to Cisco 8851 telephone set via USB plug and play.

Part Numbers:

(1) Plantronics #84693-01 (headset)

(2) Plantronics #202578-01 (APU-72 cable)

* order both parts

Plantronics Blackwire 3210 USB Type-A Corded Monaural UC Headset

Plantronics Blackwire 3210 Headset

Office or Remote Work

 

Corded - single earpiece

Plantronics #209744-101

Plantroncis Blackwire 3220 USB Type-A Corded Stereo UC Headset

Plantronics Blackwire 320 headset

Office or Remote Work

 

Corded - double earpiece

Plantronics #209745-101

Plantronics Voyager 5200 UC Bluetooth Headset System

Plantronics Voyager 5200 Headset

Mobility

 

Connects via bluetooth to computer, smartphone and Cisco desk telephone.

Plantronics #206110-101

Jabra Evolve 75

 Jabra Evolve 75

Office or Remote Work

Dual Bluetooth Connectivity for PC, Smartphone, and Tablet

Jabra #7599-832-199

Cisco Jabber

Important!

Do not use Jabber to make 911 emergency calls. For emergency calls you must use a landline or your mobile phone service.

What is Cisco Jabber?

Cisco Jabber allows you to use your computer or a mobile device to instant message, place voice and video calls, and more all while using your WCU assigned telephone number.

Get Started - Download and Install Jabber

Please Note: Jabber may already be installed on your university-owned pc. Please check before downloading.

To get started, you’ll need to download and install the Jabber application. Select your platform.

Download Jabber for Windows

Download Jabber for Mac

Download Jabber for iOS (iPhone or iPad)Apple Store logo

Download Jabber for AndroidGoogle Store

Cisco Jabber Demonstration

A short demonstration of Cisco Jabber including tips for getting started using Jabber, is available through the Faculty and Staff Training website. Click the Cisco Jabber icon below and log in with your WCU credentials to access the video demonstration.

Cisco Jabber Video Demonstration

 Cisco Jabber FAQs and Troubleshooting

Log into Jabber

At the login screen, enter your wcupa.edu email address and click Continue.

When the WCU Single Sign On screen appears enter your wcupa.edu email address and password.

lf you are unable to log into Jabber, please request assistance through ServiceNow.

Enable Call Notifications

It is important that you allow/enable notifications and alerts for the Jabber app in your smartphone settings.

You may also control notifications when using Jabber on your PC or Mac through "settings>notifications".

Set Jabber to Launch At Startup

It is recommended that you set Jabber to launch at startup on your PC or Mac.

Windows PC

1. In the main Jabber window, click the gear icon in the upper-right, and select Options from the drop-down menu
2. Select the General tab
3. Under the Startup heading, check Start Cisco Jabber when my computer starts

Mac OS

1. Right-click the Jabber icon in your Dock, select Options from the popup menu and enable, both:

Keep in Dock
Open at Login

Disable 'Start A Call with Video'

It is recommended that you turn off "Start A Call with Video".

1. Click the circle containing your initials in the top left corner of your screen.

2. Click "Settings".

3. Click "Audio and Video".

4. Under Video, disable "Send Automatically".

Presence Settings

Set Your Status
Jabber for Windows and Jabber for Mac can adjust your status automatically:

  • Your status is set to Away when you lock your computer or it is idle
  • Your status is set to show you're in a meeting when meetings are scheduled in your Outlook calendar
  • When you're on a call or in a conference, your status reflects that you are on a call

Presence settings are automatically detected through Microsoft Exchange integration and also based on your Jabber login status. You can, however, change your status between Available, Away, and Do Not Disturb from the drop-down menu at the top of the Cisco Jabber window under your name. You can also use a custom status if any of the default statuses do not match your current status. For example, you could create a custom status "Working Remotely" if appropriate.

See the Status of Others

The Cisco Jabber app will show you when your contacts are Available, On A Call, In A Meeting, Away or Offline.

Chat

To start a chat session, select the name of the contact with whom you want to chat and then click on the chat icon. (looks like a conversation bubble)

Group Chat - to add people to a chat conversation,

1. On a PC - click on the 3 dots at the upper right of the chat window and then click on the icon of a person (when you hover over this icon it will read "Open Roster"). Then click +Add People.

2. On an iPhone - click on the chat bubble with a small plus sign at the top right of the chat window.

Place a Call

Calls placed using the Jabber app are made from your WCU telephone number and appear as such to the call recipient.

You can place a Jabber softphone call several ways:

Use your Contact List

Click on Contacts. Hover over the appropriate contact's name and click the green telephone icon.

Search the WCU Jabber Directory

Type the person's name in the "Search or Call" field. Hover over the appropriate contact's name and click the green telephone icon.

Type the Telephone Number

Type the person's telephone number in the "Search or Call" field. Click the green telephone icon next to the "Search or Call" field.

Click to Call

If you are signed into Jabber on your PC, you can click to call using Jabber.

From within an email, you can right click the person's name in the email header and then click "Open Contact Card". Click on the person's telephone number and Jabber will place the call from your pc.

From Outlook Address Book, you can search for the person you wish to call and click on the person's name. Then click "Actions" and then click the person's telephone number. Jabber will then place the call from your pc.

From a website, you may be able to click the displayed phone number and Jabber will place the call from your pc. This will vary depending on the website. Click to call is enabled on the WCU website 'People Search' function.

Receive a Call

You must be logged into the Jabber app to receive a call.

1. Click "Answer" to accept the call.

2. Click "Chat" to open a chat window.

DO NOT CLICK "DECLINE".

Place a Call on Hold

Click the icon with 3 dots in the active call window and select "Hold".

Transfer a Call

1. Click the icon with 3 dots in the active call window.

2. Select "Transfer". (the call is placed on hold - click "resume" to resume the call.)

3. Type the name or phone number of the person to whom you wish to transfer the call in the search box.

4. Select the person or number when it appears in the search list. (You are connected to that number.)

5. Press "transfer" to complete the transfer.

6. Click the red telephone icon.

Forward Your Calls to Voicemail

 

Forward Calls to your WCU voicemail in Jabber for PC:

1. Click the "Call Settings" button in the bottom right corner of your Jabber hub window. It is a small icon that looks like a computer monitor. It will be either green or red.

2. Click the "Forward Calls" drop down to select Voicemail.

3. To turn off call forwarding, select "None" from the Forward Calls drop down.

  

Forward Calls to your WCU voicemail in Jabber for PC:

To forward your calls to your WCU voicemail:

1. Click the circle containing your initials in the top left corner of your screen.

2. Click "Settings".

3. Click "Voice Message".

To unforward and resume receiving calls, follow steps 1 & 2 above, then click "Do Not Forward Calls".

Forward Your Calls to another Number

Forward your Calls in Jabber for iPhone

1.Click the circle containing your initials in the top left corner of your screen.

2. Click "Settings"

3. Click "Call Forwarding"

4. Click "New Number"

5. Click "Forward To"

6. Enter the phone number you wish to forward to.

Note: if you forward your calls to an external number, any missed calls (busy or no answer) will not go back to your WCU voicemail box. Instead those calls will be directed to the voicemail associated with the external phone number.

To unforward calls, follow the steps 1 & 2 above then click "Do Not Forward Calls". This should be your default selection.

Forward Your Calls on Jabber for Mac

1.
Click your profile button in the upper left corner (this will either be your picture or your initials).

2. Click "Preferences"

3. Click the "Calls" button in the tool bar at the top of the Accounts Preferences window.

4. Select the "Call Forward" tab.

5. Click the "Forward Calls" drop down to select the number to forward your calls to: (You can add new numbers by clicking the + at the bottom left of the screen.)

6. To turn off call forwarding, select "Do Not Forward Calls" from the Forward Calls to drop down.

Forward Calls on Jabber for Android

1. Click your profile button in the upper right corner (this will either be your picture or your initials).

2. Click "Settings".

3. Click "Call forwarding".

4. On the Call forwarding screen, you can choose to forward calls to Voicemail or enter a new number to forward calls to.

5. To turn off call forwarding, select "Do not forward calls" form the Call Forwarding screen.

Forward Calls in Jabber for PC

1. Click the "Call Settings" button in the bottom right corner of your Jabber hub window. It is a small icon that looks like a computer monitor. It will be either green or red.

2. Click the "Forward Calls" drop down to select Voicemail or add a new number to forward calls to.

3. To turn off call forwarding, select "None" from the Forward Calls drop down.

Troubleshooting

Most troubles experienced using Jabber are quickly resolved by signing out of the app and then signing back in. We recommend trying the following in this sequence:

1. Check your connection status:

For Windows: In the client, select the gear settings icon at the top right of the Jabber window, then Help > Show connection status. If softphone status indicates you are not connected, sign out and restart the application.

Jabber Show connection status

For Mac: 

Select Help > Show Connection Status. The server connection status window opens.

Jabber Connection Mac 1

 

Jabber Connection Status Mac 2

For Android/Apple: click the profile button (contains your initials) and under Accounts, look for Phone Services. If there is not a green checkmark beside phone services, you have lost your connection. Sign out and restart the application.

Jabber connection status iphone

2. Close/exit the Jabber app and then restart the application.

3. Reboot your device.

4. Reset Jabber

You may choose to Reset Jabber. Please note that you may lose your call/chat history but it should not affect your Contact List..

From the sign-in menu, click "Reset Jabber".

 Reset Jabber

 **After you Reset Jabber, some settings revert to default. You will need to "re-do" some settings such as "Never Start Calls with Video", "Launch Jabber at Computer Startup" and also your audio settings.

 

 5. On a smart phone - enable Differentiated Service for Calls. This setting is found in Settings>Audio and Video.

 Differentiated Services

If you require further assistance, please submit a ticket through ServiceNow.

Single Sign On Error

If you receive a stale single sign on message while attempting to sign into Jabber, please click the gear icon in the single sign on screen and then "File" > "Cancel". This should clear the issue.

 Jabber SSO Error

One-Way Audio (Can't Hear the Caller or Caller Can't Hear You)

This problem is easily fixed by signing out of Jabber and then signing back in.

Jabber using wrong speaker or microphone

You can adjust and prioritize your speaker or microphone preferences through Jabber audio settings:

On a PC

Go to Settings > Audio > Advanced. Use the up/down arrows to select and prioritize the speaker and microphone you prefer Jabber to use.

 jabber audio settingsJabber Audio 2

 

On a Mac

 Jabber Audio Mac

I'm not getting any calls on Jabber

You may have lost your connection. Please sign out of Jabber and then sign back in. (See Troubleshooting FAQ for information on how to check your connection status)

Please note, you must be signed into Jabber to receive calls. On a smartphone, you must have the Jabber application open and be signed into Jabber.

My calls are going directly to voicemail

Please check that your calls are not forwarded to voicemail. Otherwise, you may have lost your connection to Jabber. Please sign out of Jabber and then sign back in.

How to Suppress the Jabber Docked Window

To remove the Jabber docked icon from your desktop:

1. The gear icon can be found at the top right side of your pc screen
2. > View
3. Uncheck “show docked window”

Suppress Jabber Docked Window

What if I do not have a WCU phone number?

Any employee who has a WCU assigned telephone extension is set up to use Jabber.

If you don’t have an existing WCU number, you will need to request a new number and provide a cost center when you submit your request. Normal line charges will apply. Please submit the request through ServiceNow.


Jabber User Guides

User Guide for Windows

User Guide for Mac

User Guide for iPhone/iPad

User Guide for Android

 

Cisco Finesse Contact Center

Used by WCU student services groups, Cisco Finesse is a contact center platform that provides an agent and supervisor desktop through your web browser. Finesse connects you to your contact center's phone queue. You must be connected to a secure VPN connection in order to use Finesse. 

Together, Jabber and Finesse allow you to answer phone calls for your contact center while working remotely.

WCU Finesse AGENT Quick Start Guide

WCU Finesse SUPERVISOR Quick Start Guide

Log into Finesse

3 Steps:

1. Sign into Jabber

2. Connect to Cisco AnyConnect VPN (authenticate with DUO Multi-factor Authentication)

3. Log into Finesse

Ready/Not Ready

Once logged into Finesse, make yourself "Ready" to receive calls. To no longer receive contact center calls, make yourself "Not Ready".

 

Answer A Call

When a call is presented, your state will be changed to "Reserved".

Press "Answer" on the call notification. The call will be answered using the Jabber softphone technology working in the background.

End A Call

Either press the "End" button in Finesse or hang up in Jabber.

Hold A Call

While on a call, in Finesse press the Hold button. To resume a held call, press the "Retrieve" button in Finesse.

Transfer A Call

While on a call, in Finesse use "direct transfer" to immediately send a call to another number, or "consult' to first speak with the party you are  transferring the call to.

Agent CSQ Statistics

This section shows what queues you are a part of and if any calls are in queue.

Agent Team Summary Report

This section shows all members of your team and their current state (ready or not ready). Ready means they can take calls. Not ready means they cannot take calls.

Agent Statistics

Shows your current statistics since login.

Call Notifications

I'm getting a call notification from both Jabber and Finesse. Can I turn off notifications for Jabber? 

It is not recommended unless you only answer contact center calls. By turning off Jabber notifications, you will not receive ANY Jabber incoming call notifications and, therefore, you will miss calls received on your personal phone extension.  You can, however, move the notifications pop-up to the bottom left corner of your screen. That way the Jabber pop-up is on the left and the Finesse pop-up is on the right.

Settings > Notifications > Show incoming call notifications from the bottom left corner>Apply>OK

What is a Cisco Finesse popover or "toaster notification?

Finesse displays a notification with the incoming call details. If the Finesse desktop window or tab is inactive, click the notification to restore the Finesse desktop. Note: Internet Explorer does not support toaster notification.

I have a meeting to attend. What should I do about my calls in Finesse?

If you leave your desk for any reason, or if you are servicing a walk-in client, make yourself “Not Ready”.

Why do I need an agent extension?

An agent extension is required to log in to Finesse and also to receive calls from the queue.

Do not publish your agent extension and do not ask clients to call you on your agent extension. Your agent extension is reserved for handling calls that originate in the call queue.

Will I still have my personal extension?

Yes, your personal extension and its associated voicemail box will still be assigned to you. Agent extensions cannot have voicemail.

If an agent is in "Ready" state and makes a call on their personal extension, what happens?

Finesse will automatically put the agent in a ‘Not Ready’ state if the agent is on a call on their personal extension.

 

How soon will I be presented with another call after I finish the call I'm on?

There is an automatic 20 second interval between calls.

What is an agent state?

An agent state indicates the current state of an agent. For example, Ready, Not Ready, Sign Out.

We have a new employee. What needs to be done to get them setup to answer contact center calls in Finesse?

 

Cisco Self Care Portal

The Cisco Self Care Portal provides access to advanced features such as personal directory, speed dial, and call forwarding (accessible from the WCU network). To access the Self Care Portal, open a web browser and type in RamPhone.wcupa.edu/ucmuser. Log in using your WCU user name and password. We recommend bookmarking this page for easy access. The homepage contains a menu along both the top and the left pane. Upon first login you must create a PIN under the General Settings tab (Phone Services PIN).

Personal Directory

Phone Contacts (Personal Directory)

In addition to the WCU contacts available to you through the Corporate Directory on your Cisco phone, you may wish to build your personal directory which can be accessed through the Personal Directory on your phone. Remember to program numbers as you would dial them from your phone including 8+1 for external numbers. Also note that the first time you access Personal Directory from your phone set, you will be prompted for a User Name (your WCU email in ALL CAPS) and your PIN. You may create or change your PIN in the Self Care Portal under the General Settings tab (Phone Services PIN).

PLEASE NOTE: You must be connected to the

Speed Dial

Please note that speed dial entries are limited to the number of available line keys on your phone. You may be interested in setting up speed dials on your phone. To do so, click on the Phone Settings tab which offers several options including Speed Dial. To program speed dial numbers, click on the Speed Dial numbers link. Enter the speed dial number just as you would dial it from your phone. Remember to include 8 + 1 for external dialing. Label the speed dial and choose which speed dial number you wish to associate with this number. Click on Save and the system will display a successful message at the top of the window. This speed dial is now listed in your speed dial list. To edit your speed dial numbers, click on the pencil icon, make any desired changes and click on the Save icon. You may also use the "X" icon to delete a speed dial number. The system will prompt you with a confirmation message to avoid any mistakes.

Call Forwarding

Call Forwarding is easily enabled from your Cisco 8851 telephone, however you may also set Call Forwarding through the Self Care Portal. You may forward all your calls so that they will ring at another device for temporary coverage or forward to voicemail so that the phone will not ring for you or your caller. To forward all calls, click the Call Forwarding menu. Click on the Forward all Calls option and enter the number as you would dial it from your phone, using the 4 digit extension for on campus and including 8+1 for external numbers. Each number you use under the drop-down will be available for future use. Once you click save, the "Calls Forwarded Successfully" message will confirm this setting. The Forward indicator will also be visible on your phone. You may remove call forward through either the Self Care Portal or your phone. You must be connected to the WCU network to access the Cisco Self Care Portal, it is not accessible off campus. To set Call Forwarding remotely, please do so through the Cisco Jabber app. Settings > Call Forwarding > New Number.

 

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