CCEFIN: Finesse Operations for Cisco Contact Center

CCEFIN: Finesse Operations for Cisco Contact Center Certification Training Course Overview

This 3-day course is a hands on experience that covers Cisco Finesse for both UCCX and UCCE. The installation and configuration of Cisco Finesse will be covered and many hands-on labs will demonstrate how to customize the desktop for agents and supervisors using the built in functions of the Cisco Finesse Administrative interface. Beyond that you will learn and implement how to deploy and use custom 3rd party or in house gadgets to make the Cisco Finesse exactly what you need.

Target Audience:

This course is intended for:

  • Those wanting to customize the Agent and Supervisor desktop out of the box solution
  • IT support staff that need to be able to troubleshoot the Finesse Server and interfaces
  • Administrators that want to use the basic tools to customize Cisco Finesse


Learning Objectives

Upon completion of this course, you will learn:

  • Cisco Finesse Basics
  • Basic Finesse Customization
  • Gadgets
  • The REST API
  • Troubleshooting

CCEFIN: Finesse Operations for Cisco Contact Center (24 Hours) Download Course Contents

Live Virtual Classroom Fee On Request
Group Training
15 - 17 Nov GTR 09:00 AM - 05:00 PM CST
(8 Hours/Day)

06 - 08 Dec 09:00 AM - 05:00 PM CST
(8 Hours/Day)

1-on-1 Training (GTR)
4 Hours
8 Hours
Week Days

Start Time : At any time

12 AM
12 PM

GTR=Guaranteed to Run
Classroom Training (Available: London, Dubai, India, Sydney, Vancouver)
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Course Modules

Module 1: Finesse Overview
  • Finesse Basics
  • Finesse Architecture
  • Finesse Failover
  • Finesse Out of the Box
Module 2: Basic Finesse Customizations
  • Administration Interface Tour
  • Phone Books
  • Screen Pops
  • Reason Codes
  • Wrap up Codes
  • Desktop Layouts
  • Workflows
Module 3: CUIC
  • Dashboards vs Reports
  • Customizing a Report to add to Finesse
  • Setting Permissions on a Customized Report
  • Limitations of Live Data Reports in 12.0
  • Permalinks and how they are used to add a report to Finesse
Module 4: Gadgets
  • Gadgets Overview
  • Cisco Sample Gadgets
  • Uploading Gadgets to the Finesse Server
  • Adding Gadgets to the Desktop Layout
Module 5: Rest API
  • The Finesse REST API
  • The Finesse REST API Structure
  • Using the Finesse API from the CLI
  • Adding API Elements to a Web Site
Module 6: 3rd party Solutions
  • Examples of Third-Party Apps (2Ring?)
Module 7: Troubleshooting Finesse
  • Troubleshooting Finesse Server
  • Collecting Trace Files
  • Finesse Errors
Module 8: Lab
  • Introduction to Finesse Agent and Supervisor Interfaces
  • Cisco Finesse Admin Basics
  • Layout Lab
  • Workflows
  • Adding a Live Data Report to Cisco Finesse
  • Loading 3rd Party Custom Gadgets
  • Using the REST API
  • Integrating Task Routing into a Web Interface
  • 3rd Party Tour
  • Troubleshooting Finesse
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Course Prerequisites

Before attending this course, students must have basic familiarity with Contact Centers.