Cisco Jabber is an application for Windows and Mac that allows you to make and receive calls remotely as if you are on campus. Jabber functions as a virtual phone whether you are connected to the public Internet or to the University of Maryland through a virtual private network (VPN). However, in order to use Jabber with Cisco Finesse, you must sign into a secure VPN connection to the campus network.
Cisco Finesse is an agent and supervisor desktop available through your web browser. Finesse connects you to your call center and your call center's phone queue. You must be connected to a secure VPN connection in order to use Finesse.
Together, Jabber and Finesse allow you to answer phone calls for your call center while working remotely.
These instructions are for call centers and contact centers only.
To use these features, you must first contact the Service Desk to request authorization and setup.
This service may only be available while campus is closed for the COVID-19 pandemic. It may not continue to be available to you and your call center once campus is reopened.
You'll need to connect to VPN, Cisco Jabber and then Cisco Finesse. Follow the instructions below.
After connecting to VPN and logging into Cisco Jabber, you can use Cisco Finesse.
ALWAYS use the Jabber pop-up notification to answer incoming calls. Answering an incoming call using Cisco Finesse will cause the call to be answered on your campus desktop phone and the call will be lost.