1. FINESSE AGENT
DESKTOP TRAINING

2. INSTRUCTIONS HOME BUTTON Follow these instructions
for a proper navigation
through the material
Follow the cursor through its path
Click on the highlighted sections to continue
HOME
BUTTON
Denotes special emphasis on the selected area
This allows you to reproduce the next scene.

3. TELUS CLOUD CONTACT CENTRE
FINESSE AGENT DESKTOP
Welcome to the TELUS Cloud Contact Centre training.
In this course you will be able to navigate through the Finesse Agent Desktop at your own pace.
This course will allow you to familiarize yourself with the TELUS Cloud Contact Centre software.

4. LOGGING ONTO THE TELUS CLOUD CONTACT CENTRE
In this part of the course, you will learn how to log onto the TELUS Cloud Contact Centre Software.
To login, navigate to the Finesse URL provided to you.
Example:

5. TABLE OF CONTENTS LOGGING ON PARTS OF YOUR FINESSE DESKTOP
INTERACTION STATUS AREA
CHANGE STATUS
MAKE A CALL
PLACE A CALL ON HOLD
TRANSFER A CALL
CONFERENCE A CALL
MAKE NOTES
Click on the icons to navigate through the material; or simply click on the next button below.
Click on the home page button to get back to this menu.
END A CALL
LOGGING OUT
TROUBLESHOOTING

6. LOGGING ON Access the site STEP 1: Enter your Sign-In Credentials
STEP 2: Dial Number and Connection Mode
STEP 3: Upon signing in, you will see a message and your phone will ring
STEP 4: Pick up the phone. You will then be redirected to the Home Page

7. Sign in as a Mobile Agent
LOGGING ON | STEP 1: Sign in Credentials
ID: Stands for your numeric agent ID
Password: Case sensitive
Extension: Always the same as your ID
Mobile Agent: Always check the box
Sign in as a Mobile Agent

8. LOGGING ON | STEP 2: Dial Number and Connection Mode
Type in your
Sign In Credentials
1234
*******
Call by Call: The system will call you each time there is a call for you
Nailed Connection: The system will call you once when you first log in
Dial Number: 91+ your 10-digit
phone #
North American agents: 91+ Phone #
International agents:
(Country Code) + Phone #

9. LOGGING ON | STEP 3: Connecting

10. LOGGING ON | STEP 4: Receiving phone call
If "Nailed Connection" was selected, this message will be displayed and the system will initiate a call to the number entered in Step 2. The phone will ring and upon answering the phone, the connection will be established.
If "Call By Call" mode was selected in Step 2 this message will not appear and the login procedure will be finalized without an established phone connection.

11. LOGGING ON | Home Page
If your login was successful, the Agent Desktop will be displayed.  At the top, the agent name and extension are displayed.  To the right of the screen notice that the agent state shows “Not Ready”. This is the default state. Agent Desktop will not present a call to you, while you are in “Not Ready” state.  

12. Interaction Status Area
PARTS OF YOUR FINESSE DESKTOP 1 2 3 4 5 6
Sign Out drop down
Agent Session Details
Incoming Call Queue
Keypad
Interaction Status Area
Contact Lists

13. INTERACTION STATUS AREA
The Interaction Status Area allows an agent to perform multiple actions within a call. 1 2 3 4 5 6 7
Conference
Wrap up Reason
Answer Call
Hold / Retrieve
Transfer
Call Notes
Hang up

14. CHANGE STATE
STEP 1: Change the current State from the Status drop down menu located in the Agent Session Details
STEP 2: Once changed, you’ll see your state as “Ready” on the Agent Session Details
In this state you are ready to receive calls that you can view in your Incoming Call Queue

15. CHANGE STATE| STEP 1: Selecting a State
Change the current State from the Status drop down menu located in the Agent Session Details

16. CHANGE STATE| STEP 2: New State
Your state will change to “Ready” and now you’re ready to receive calls that you can view in your Incoming Call Queue.

17. MAKE A CALL STEP 1: Change state to “Not Ready”
STEP 2: Access your Phone book to view phone numbers or use the Dial Pad to dial the phone number
STEP 3: Your state will change to “Talking” once connected

18. MAKE A CALL | STEP 1: Not Ready State
After logging on properly, ensure that you are on “Not Ready” state. Access your Phone book to view phone numbers.

19. MAKE A CALL | STEP 2: Phone book
Select a contact from your Phone book. Alternatively, you can use the Dial pad to manually enter the number you wish to dial.

20. MAKE A CALL | STEP 2: Phone book
Once the number has been entered, click on "Call" to dial.

21. MAKE A CALL | STEP 3: Talking
The call will appear in the "Interaction Status Area“ and the state will change to “Talking”. The action buttons will allow you to manage the call.

22. PLACE A CALL ON HOLD
STEP 1: Click on the "Hold" button from the actions section of the "Interaction Status Area" (the hold music will be played to the other party)
STEP 2: Click on the same button to “Retrieve” the call

23. PLACE A CALL ON HOLD | STEP 1: Call on Hold
While on a call, click the “Hold” button on the Interactions Status Area.

24. PLACE A CALL ON HOLD | STEP 1: Call on Hold
Your state will change to "On Hold" and the other party will hear hold music.

25. PLACE A CALL ON HOLD | STEP 2: Retrieve
Click on the same button
to Retrieve the call.

26. PLACE A CALL ON HOLD | STEP 2: Retrieve
State will change back to “Talking”.

27. TRANSFER A CALL STEP 1: Place your current call on Hold
STEP 2: Dial the second phone number and make the call
STEP 3: To transfer, once the second line answers, click “Transfer” on the first call in the Interaction Status Area
Step 4: Your state will change to “Wrap-Up” once the transfer is successful

28. TRANSFER A CALL | STEP 1: Current call on Hold
Click
Place the current call
“On Hold”
Place the current call on Hold.

29. TRANSFER A CALL | STEP 2: Dial second number
Once your state is “On Hold”, Make the second call and dial out to the second phone number.

30. TRANSFER A CALL | STEP 2: Second Call
Make the new call

31. TRANSFER A CALL | STEP 3: Transfer Call
The second call will appear on the Interaction Status Area and your state will change to “Talking”.

32. TRANSFER A CALL | STEP 3: Transfer Call
Click on the “Transfer call” button on the Interaction Status Area of the first call.

33. TRANSFER A CALL | STEP 4: Call Transferred
Your call has been transferred and your state will change to “Wrap-Up”.

34. CONFERENCE A CALL STEP 1: Place your current call on Hold
STEP 2: Dial the second number and make the new call
STEP 3: Click on the “Conference” button to start a conference
STEP 4: Your state will change to “Talking” once the conference is successful

35. CONFERENCE A CALL | STEP 1: Current call on Hold
Place the current call on “Hold”.

36. CONFERENCE A CALL | STEP 2: New Call
Make sure the current state is “On Hold” then dial the second number.

37. CONFERENCE A CALL | STEP 2: New Call
Make the new call

38. CONFERENCE A CALL | STEP 3: Conference button
The second call will appear on the Interaction Status Area and your state will change to “Talking”.

39. CONFERENCE A CALL | STEP 3: Conference button
Click on the “Conference” button on the Interaction Status Area of the first call.

40. CONFERENCE A CALL | STEP 4: Conference Call
You’re now on a conference call, both calls will be merged into the first call and your state will remain on “Talking”.

41. MAKE NOTES
STEP 1: While on a call, click on the “Make Notes” button on the Interaction Status Area
STEP 2: Type in your notes and click “Save”. Click the “X” button to exit the notes entry box

42. MAKE NOTES | STEP 1: Notes button
While on a call, click on the “Make Notes” button on the Interaction Status Area.

43. MAKE NOTES | STEP 2: Type your notes
Transferred customer.
Type in your notes and click “Save”.

44. MAKE NOTES | STEP 2: Type your notes
Transferred customer.
Once your notes are saved, click on the “X” button to exit the notes entry box.

45. MAKE NOTES | STEP 2: Type your notes
Your notes have been saved

46. END A CALL
STEP 1: While on a call, click on the “X” button on the Interaction Status Area
STEP 2: Once the call has ended, your state will change to “Wrap-Up”
STEP 3: There will be no calls on your current queue and your state will be back to “Not Ready”

47. END A CALL| STEP 1: End a call button
While on a call, click on the “X” button on the Interaction Status Area.

48. END A CALL| STEP 2: Wrap-Up
Once the call has ended, your state will change to “Wrap-Up”.

49. END A CALL| STEP 3: Empty Queue
There will be no calls on your current queue and your state will be back to “Not Ready”.

50. LOGGING OUT
STEP 1: Make sure your state is “Not Ready” and then click on the “Sign Out” drop down menu
STEP 2: You will then be directed to the Sign In page

51. LOGGING OUT| STEP 1: Log Out
Make sure your state is “Not Ready” and then click on the “Sign Out” drop down menu.

52. LOGGING OUT| STEP 2: Sign In page
You’ll be directed to the Sign In page

53. TROUBLESHOOTING LAUNCHING: “My account won’t launch”
UPDATE: ”The agent window is not updating”
SSL CERTIFICATES: ”SSL certificates error”
INTERFACE ISSUES: Interface related issues

54. TROUBLESHOOTING PROBLEM REASON SOLUTION My account won’t launch
The agent window is not updating
SSL Certificates error
Interface Issues
Knowledge Base

55. TROUBLESHOOTING | Launching
PROBLEM
REASON
SOLUTION
My account won’t launch
My account won’t launch
You may not have the correct system requirements
Finesse does not support Internet Explorer in Compatibility View.
The minimum supported screen resolution for Finesse clients is 1280 x 1024.
To make sure you can launch your account correctly, check if you have the correct system requirements for the TELUS Cloud Contact Centre software:
Finesse Desktop is fully supported only with the following software components:
Operating System: Windows XP (Service Pack 3 or later)
Browsers: Internet Explorer 9.0 , Firefox (Version 24 or later)
Operating System: Windows 7
Browsers: Internet Explorer 9.0 and above, Firefox (Version 24 or later)
Operating System: Mac OS X
Browsers: Firefox (Version 24 or later)
Ports 443 and 7443 have to be open.
The agent window is not updating
SSL Certificates error
Interface Issues
Knowledge Base

56. TROUBLESHOOTING | Update
PROBLEM
REASON
SOLUTION
If you encounter a delay or lag in your agent desktop window, please try the following:
Double-check your internet connection, then
Right click your mouse, and click “Refresh”
If the problem persists, you might need to clear your cache. You can do this by simply hitting Ctrl + Shift + Delete.
My account won’t launch
System refresh is not updating due to cache settings.
Internet connection is lost
The agent window is not updating
SSL Certificates error
Interface Issues
Knowledge Base

57. TROUBLESHOOTING | SSL Certificates
PROBLEM
REASON
SOLUTION
My account won’t launch
Your computer cannot connect to the TELUS Cloud Contact Centre server.
Your VLAN settings may not be properly configured
If you receive the following message when logging in to Finesse, click on the "X" and you should be able to continue with the login process.
You may also want to ensure that the agent desktop meets the Finesse Software Requirements.
The agent window is not updating
SSL Certificates error
Interface Issues
Knowledge Base

58. TROUBLESHOOTING | Interface Issues
PROBLEM
REASON
SOLUTION
My account won’t launch
Finesse interface related issues
If there are any interface related issues, click on the “Send Error Report” function on the right lower corner of the interface.
Whenever this type of issue occurs, remember to open a ticket as soon as you click on the Send Error Report button.
The agent window is not updating
SSL Certificates error
Interface Issues
Knowledge Base

59. TROUBLESHOOTING | Knowledge Base
PROBLEM
REASON
SOLUTION
My account won’t launch
The agent window is not updating
SSL Certificates error
Interface Issues
Knowledge Base