Datasheet

Generic Connector is the middleware component providing asynchronous connectivity between Cisco Finesse and agents using CRM solutions such as Siebel, MS Dynamics CRM, SAP, and more. Generic Connector provides the same message-queue interface for both Cisco UCCX and Cisco UCCE.

Business Features

Feature	Description
Login	The application supports the agent login to the Cisco Contact Center. The client has to provide finesse user id, password and extension number to login.
Mobile Agent Login	This application supports the User—Sign In as a Mobile Agent into Cisco Contact Center. Additional configuration required on the Unified CCE and Unified Communication Manager before a mobile agent can log in. See the Cisco Unified Contact Center Enterprise Features Guide.
Not Ready Reason Codes	The application allows an agent/supervisor to get the list of `NOT READY` reason codes configured on finesse.
Wrap-up Reason Codes	The application allows an agent/supervisor to get the list of WRAPUP reason codes configured on finesse.
Logout Reason Codes	The application allows an agent/supervisor to get the list of LOGOUT reason codes configured on finesse.
State Change	The agent can change his/her state from `ready` ⇒ N`ot-Ready, Not Ready ⇒ Not-Ready` with reason and N`ot-Ready ⇒ Ready`. Based on the configurations, you can also configure not-ready reason codes. When the agent will change his state from `Ready ⇒ Not-Ready`
Logout	The application supports agent logout/logout with reason code from Cisco Contact center. The client has to provide finesse user id to logout from finesse. If logout reason codes are configured on finesse, the client must also provide the logout reason code id.
Force Logout	The application supports the forced logout from Cisco Contact Center. This feature allows the client applications to end the user's finesse/XMPP session gracefully in the case the client application is crashed or the user closes the application during an active call or in `Ready` state.
Call Handling	The application supports the following call handling features: Make Call Accept call Pause (Hold) an active call Resume (Retrieve) call Release call Consultant call Consultant transfer call Consultant conference call Single-Step / Blind Transfer
Call Wrap-up	The application allows an agent/supervisor to update the `Wrap-Up` reason for an active call. The Wrap-up reasons are configured for each agent in Cisco Finesse. When an agent receives a wrap-up event `(WORK / WORK_READY`) from Cisco Finesse, he can choose any wrap-up reason from the configured list.
Campaigns Call	For automated outbound campaigns, all three modes, `Predictive, Preview` and `Progressive` modes are supported. The behavior of call arrival is similar to the regular inbound call and the screen pop happens the same way.
Get State	The application allows the clients to get the current state to an agent/supervisor from finesse. This feature allows the client's application to restore the correct state of an agent/supervisor in the case of component/network failure.
Get Dialog State	The application allows an agent or supervisor to get a list of voice dialogs associated with a particular user. The client application can use this feature to restore the correct call state in case of component/network failure.
Update Call Variables	The application allows the client app to update the call variables for an active call on Finesse.