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.
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.
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
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.
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
Click on the answer button or press F8
Click on the hang up button or press F8
Click on the hold button or press F9
Click on the retrieve or press F9
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.
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.
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.
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.
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.
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
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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.
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
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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
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
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
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
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.