Use Cisco Jabber and Cisco Finesse to Remotely Answer Phone Calls


In this article

What are Cisco Jabber and Cisco Finesse?

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.

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Who can use Cisco Jabber and Cisco Finesse?

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.

Connect to your call center using Cisco Jabber and Cisco Finesse

You'll need to connect to VPN, Cisco Jabber and then Cisco Finesse. Follow the instructions below.

Connect to Cisco Jabber

  1. From your computer, open the GlobalProtect Client. If you do not have the Client, download it from TERPware, GlobalProtect VPN Client. For instructions, see Connect to GlobalProtect Virtual Private Network.
  2. Connect to VPN. You can connect using any Group.
  3. From your computer, open Cisco Jabber and log in. 

Connect to Cisco Finesse

After connecting to VPN and logging into Cisco Jabber, you can use Cisco Finesse.

  1. From a browser, navigate to Cisco Finesse.
  2. Log in with your university credentials and your five digit assigned agent extension.

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Answer calls using Cisco Jabber and 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.

The Jabber notification will pop up in the bottom right corner of your screen.

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