Desktop Behavior
This guide outlines important Finesse specific behaviour, which also applies to b+s Connects for SAP C4C.
Mobile Agent
The Cisco Unified Mobile Agent feature allows an agent to use any phone for agent desktop communications. With Mobile Agent enabled, an agent does not need a Cisco IP Phone that the Contact Center directly controls.
Please note that Unified Mobile Agent is not available in CCX deployments. For more information about Unified Mobile Agent and its capabilities, please refer to the official Cisco documentation.
b+s Connects for SAP C4C supports Unified Mobile Agent so that agents are able to log in with remote devices.
The agent still has the option to login as a regular agent with their local device.
Shared ACD Line / Multiline
The Cisco multiline feature allows an agent to have more than one line on their phone. With multiline enabled, the agent can log in with different devices using the same extension.
b+s Connects for SAP C4C supports Shared ACD Line / Multiline so that the agent can choose the device during the login process.
Troubleshooting
The user closes the browser or the browser crashes
When the user closes the browser, navigates away from the SAP C4C page or the SAP C4C browser window where the Connects Gadget is loaded crashes, the gadget will try to notify the Finesse server.
Server Action
Finesse receives a presence notification of Unavailable from the client. Finesse will wait 60 seconds, and then send a forced logout request (code 255) to the CTI server.
Race Conditions
- The user closes the browser window. Finesse receives a presence notification of Unavailable for the user. Finesse attempts to logout the user even though that user is already logged out.
- If the browser crashes, it may take the Finesse server up to 120 seconds to detect that the client is inactive before sending Finesse a presence notification. In such cases, it is possible that the client could sign in to the secondary Finesse server before the primary Finesse server receives the presence notification caused by the browser crash. This may cause the user to be logged out or be put into the
Not Readystate on the secondary Finesse server. - If the Finesse desktop is running over a slower network connection, Finesse may not always receive an "Unavailable" presence notification from the client browser. This scenario will create the same problems as the browser crash described above.
The agent device loses the network connection, loses power supply, or is logged out by a supervisor
The agent will be logged out. Navigating back to SAP C4C after client recovery will trigger the normal login flow.
The client experiences a network glitch (Finesse is in service)
This is caused by the Finesse XMPP connection temporarily going down. In response, the Connects Gadget will attempt to reconnect. If several reconnect attempts fail, the agent will be notified via an alert message.
Under certain conditions, Finesse sends the CTI server logout / "not ready" request (Code: 255. A different code may appear on the CTI server side). The actual desktop behavior under these circumstances depends on the "logout on agent disconnect" (LOAD) setting in CCE. By default, the CTI server places the agent in the Not Ready state.
Finesse takes up to 120 seconds to detect that the user has closed the browser or that the browser has crashed. Finesse waits 60 seconds before sending a forced logout request to the CTI server. Under these conditions, Finesse can take up to 180 seconds to log the agent out.