Farlon UCC Desktop User Guide

Contents

Getting up and running

Learn how to start the application and log in.

Changing your agent state

Learn how to start and stop receiving calls from the phone queues.

Handling calls

Learn how to manage your calls.

Tabs and views

Learn what each tab and there coresponding view does.

A quick guide to using the application

 

Getting up and running

Application start

Double-click on the Farlon UCC Desktop icon on your Windows desktop to start the application.

Wait for the application to present the login dialog.

Log in

You must first log in to answer any calls from the phone queues.

The application will automatically start the login process when starting.

If you wish to login after a logout, click on the log in button in the Phone tab or use the keyboard shortcut CtrlF5

Enter your agent id and password and press Enter to start the login process.

Log out

You can only log out when you are in a Ready, Not ready or Work agent state.

Click on the log out button or press Ctrl F5

Application exit

Ensure that you are logged out before you close your application.

Click on the close window button in the top right corner of your application window.

If you for some reason are unable to logout and are prevented from closing the application, select Exit in the application drop-down menu.

 

Changing your agent state

Ready

Click on the ready button or press F3

The Farlon UCC Desktop will only accept phone queue calls when in the Ready agent state. You will be able to receive calls to your extension number.

Not Ready

Click on the not ready button or press F4

The Farlon UCC Desktop will not receive phone queue calls when the agent state is Not ready. You will be able to receive calls to your extension number.

 

Handling calls

Make a call

Ensure that you are in a Not Ready agent state. Your system may have been configured to allow calls from a Ready agent state.

Click on the make call button or press F7

Enter the desired phone number and press Enter

Answer

Click on the answer button or press F8

Hang up

Click on the hang up button or press F8

Place on hold

Click on the hold button or press F9

Take from hold

Click on the retrieve or press F9

Manual transfer

Ensure you have an active call on your extension

Click on the transfer button or press F11

Enter the desired phone number and press Enter

Complete the transfer with F11 when you are ready.

A direct transfer can be performed by pressing Shift Enter

You can also transfer calls using the phone book (if enabled). See below.

Manual conference

Ensure you have an active call on your extension

Click on the conference button or press Shift F11

Enter the desired phone number and press Enter

Complete the conference with F11 when you are ready.

You can also conference calls using the phone book (if enabled). See below.

Alternate

Ensure you have an active and a held call on your extension

Click on the alternate button or press Shift F9

active call is now placed on hold and the previously held call is now active.

Reconnect

Ensure you have an active and a held call on your extension

Click on the reconnect button or press Ctrl F9

The active call is now dropped while previously held call is taken from hold.

 

Tabs and views

Phone tab Free Standard Premium

Click on the phone tab or press Ctrl 1

This tab contains buttons for various phone functions like making a call or answering an incomming call.

Activating the phone tab does not change any views. The call appearance view is always visible.

Call appearance view

In this view you can see all your ongoing phone calls on your extension.

Tools tab Premium

Click on the tools tab or press Ctrl 2

This tab contains buttons for various automation tasks. These buttons are configured by your systems administrator.

A tool button can do various tasks like:

  • Open a web page
  • Open a document
  • Starting a program
  • Start composing an email to a recipient

Activating the tools tab does not change any views.

Phone book tab Premium

Click on the tools tab or press Ctrl 3

This tab contains buttons for functions in the phone book view.

Activating the phone book tab displays the phone book view where your phone book entries are shown.

Phone book view

Searching in the phone book

Press F12 to start a search then enter your search text. Press Enter to persorm the search.

The list will now only contain the contacts matching the serch text. The search text matched will be highlighted.

Transfer or conference

Use the cursor or mouse to select the number to call to and either Doubble Click or press Enter

Pressing Shift or Ctrl while Doubble Clicking or pressing Enter will change the behavior of the transfer or conference.

To do a blind transfer to the selected number, press ShiftEnter

To do a blind conference to the selected number, press CtrlEnter

Other fields have actions

Pressing Enter or Doubble Clicking on other fields will have different effects.

An email field will start a new mail to that email address in your default email application.

An web address field will open that address in the built in web browser.

Statistics tab Standard Premium

Click on the statistics tab or press Ctrl 4

This tab does not contains any buttons.

Activating the statistics tab displays the statistics view where your phone queues are shown.

Statistics view

Web browser tab Premium

Click on the web browser tab or press Ctrl 5

This tab contains buttons for functions in the web browser view.

Activating the web browser tab displays the web browser view where your phone queues are shown.

Web browser view

Map tab Premium

Click on the map tab or press Ctrl 6

This tab contains buttons for functions in the map view.

Activating the map tab displays the map view where the location of a phone book entry or phone caller can be shown.

Map view

Finesse tab Premium

Click on the finesse tab or press Ctrl 7

This tab contains buttons for functions in the finesse view.

Activating the finesse tab displays the finesse view where Cisco Finesse and third party gadets will be shown.

Finesse view

Reskill tab Premium

Click on the finesse tab or press Ctrl 8

This tab contains buttons for functions in the reskill view.

Activating the reskill tab displays the reskill view where Cisco Finesse reskilling web site will be shown.

Reskil view

Setup tab Free Standard Premium

Click on the setup tab or press Ctrl 9

This tab contains buttons for various configuration tasks.

Activating the setup tab does not change any views.