Important Notes
Cisco CCE configuration
- Do not configure Logout reasons in Finesse
Wrap-Up
Wrap-Up time
Wrap-Up time can be configured in Omni-Channel or in Cisco CCE/CCX.
The telephony system should be in an infinite Wrap-Up for all calls (including for Timed After Conversation Work).
If you use the Service Cloud Voice After Conversation Work component, the Wrap-Up time is configured in Omni-Channel and the Wrap-Up time in CCE/CCX must be set to infinite.
CCE Work Mode: Required with Wrap-Up data
Wrap-Up can be ended at any time in Service Cloud Voice. Even if Work mode is configured as "Required with Wrap-Up data", it is not possible to force the agent to select a reason.
When Wrap-Up ends and no Wrap-Up reason is selected, the configured Wrap-Up reason with the lowest ID is sent back to CCE.
Salesforce Sales Engagement (aka HVS)
- CCE only, CCX not supported
- Wrap-Up required for outgoing calls must be enabled in CCE Agent Desk Settings
Respect Agent Capacity for Voice Calls
If the Respect Agent Capacity for Voice Calls feature is enabled, Service Cloud Voice declines incoming calls if the agent's capacity is greater than 0% (for example if the agent is already working in an assigned Case).
Cisco Contact Center (CCE, CCX, WxCC) does not allow agents to decline phone calls.
Because of this, the Respect Agent Capacity for Voice Calls feature is not supported and must be disabled.
See Disable Respect Agent Capacity for Voice Calls
Enhanced Omni-Channel Routing
If the Enhanced Omni-Channel Routing feature is enabled, the gadget won't work properly. It must be disabled.
See Disable Enhanced Omni-Channel Routing
If the Enhanced Omni-Channel Routing feature is enabled, the following issues will arise:
- After refreshing or opening a new tab including the Omni Widget, Omni will switch to
Offlinestate. The agent has to login again.
- For UCCX environments, state changes during calls are not supported. The Omni status bar is not disabled during calls which leads to an error message when changing the Omni state.