Farlon UCC Desktop Administration Guide

Contents

Introduction

The overall workflow of configuring the UCC Desktop and making the configuration available to the rest of your Call Center.

Importing configuration from Cisco Finesse

Learn how to import configuration data from Cisco Finesse.

Importing phone book data from a LDAP source

Learn how to import phone book data from LDAP sources like Active Directory.

Editing the configuration

Learn how to use the editors to change your configuration.

Exporting the configuration to production

Learn how to make the configuration available to the rest of your Call Center.


A quick guide to managing your configuration

 

Introduction

When installing the Farlon UCC Desktop using the installer file, the application will be able to edit the application configuration.

Information like login/not ready reason codes can be maintained in the configuration as well as workflows, tool buttons etc.

The configuration consists of one or more XML files located in "C:\Farlon.Ucc.Desktop".

When the application has been configured to your specific requirements, the configuration can be exported for use by the agents in the call center. The configuration files will be copied to a folder you specify as well as a InstallAndRun.bat file that will install the Farlon UCC Desktop on the agents PC.

 

 

All agents that have Farlon UCC Desktop installed using InstallAndRun.bat will use the same configuration.

 

 

In the Setup tab in Farlon UCC Desktop, you will find all that is needed to administer the configuration.

 

 

 

Importing configuration from Cisco Finesse

The Cisco Finesse Import wizard will import the following information form Cisco Finesse:

  • Logout reasons
  • Not ready reasons
  • Wrap-up texts
  • Workflows
  • Media Properties Layouts
  • Phone book
  • System config
  • Desktop layouts

The above information will be added to the Farlon UCC Desktop configuration if it is present in Cisco Finesse. Team configurations will also be fetched and placed in separate team configuration files.

To start the wizard, click on Finesse Import button in the Setup tab.

1
 Click Next.

1
 Enter your Cisco admin user id.

2
 Enter your Cisco admin password.

3
 Click Next.

1
 Click Finish.

Farlon UCC Desktop will automatically detect the changes in the config file and offer you to restart the application. The application have to be restarted for the changes to take affect.

 

 

Importing phone book data from a LDAP source

The LDAP Import wizard will import phone book data from a LDAP source like Microsoft Active Directory.

The phone book data will be added to the Farlon UCC Desktop configuration.

To start the wizard, click on LDAP Phone Book Import button in the Setup tab.

1
 Click Next.

2
 Enter your LDAP path.

3
 Enter your user id.

4
 Enter your password.

5
 Click Next.

6
 Click Finish.

Farlon UCC Desktop will automatically detect the changes in the config file and offer you to restart the application. The application have to be restarted for the changes to take affect.

 

 

 

Editing the configuration

 

 

There are editors to modify the following configuration items:

  • Tool buttons
  • Web page buttons
  • Pinned web pages
  • Phone book
  • Logout reasons
  • Not ready reasons
  • Wrap-up texts
  • Call data layouts
  • Settings
  • Keyboard shortcuts
  • Workflow events
  • Views
  • Outbound number transformation
  • Inbound number transformation
  • Queues
  • Forms

All these editors correspond to a specific section of the configuration XML file.

Editing the items are very similar in all the editors and we will use the Tool button editor to explain how to use the editors.

 


Tool button group editing

 

Items are shown on the left and the selected item's properties are shown to the right.

A new item is added by clicking on the button.

The selected item is removed by clicking on the button.

When an item can contain sub items, in this case a button group can contain buttons, the selected group can be opened by clicking on the button.

Use the buttons to move the selected item up or down in the list.

 


Tool button editing

 

This picture above shows the editor after the button has been clicked on the Application tool group item in the tool group editing picture.

Use the button to return to the tool group button editing.

 

1
 Click the Save button to save your changes.

 

Farlon UCC Desktop will automatically detect the changes in the config file and offer you to restart the application. The application have to be restarted for the changes to take affect.

 

 

Exporting the configuration to production

1
 Click Next.

2
 Enter the destination folder path.

The destination folder you specify must also be available to all the agent PCs using the exact same path.

3
 Enter full path to Farlon UCC Desktop installation file.

4
 Click Next.

5
 Click Finish.

Farlon UCC Desktop will automatically detect the changes in the config file and offer you to restart the application. The application have to be restarted for the changes to take affect.