Configurations

The integration of Workspace with Cisco involves connecting your Workspace environment to the Cisco platform, which is used for managing agent desktops in contact center applications.

The configurations that you make here are vital for a smooth agent-customer interaction using the calls delivered to the logged-in agents via the Cisco dialer.

This page helps you configure your Workspace instance to integrate with Cisco to route calls dialed from the Cisco dialer to the agents logged in to Workspace.

The landing page opens to the LCM Key Mapping page under AE admin configurations. From the main dropdown menu on the top right of the title bar (not the burger menu), select Cisco.

The Channel Configuration page is displayed by default.  The installer preconfigures this, so you need not  take any action as an administrator.

You must configure the following:

• Cisco Connection - This is a set of configurations that allows the Workspace application to integrate with the Finesse agent desktop and the Cisco AWDB – the database that stores data relating to agents, their workgroups (skills/queues), and more.

• Omni Channel - This is to configure other channels like social media, SMS, Email, etc. However, these channels are not currently in use. So, you are not required to perform any action on this page, currently.

• Display Variables - Call Variables are pieces of data stored in a dialer. For example, Contact ID, Customer Account Number, Contact Number, First Name, Last Name, and more. Configure call variable parameters such as queue name, key variable, display name, and more. You can also configure how a call variable should be displayed on the softphone.

• Floating Toolbar – Integrates Workspace widgets to the vertical and horizontal layouts. The toolbar is displayed on the bottom border in a vertical layout and on the right border in a horizontal layout. The floating toolbar position is fixed to the application window. However, you can resize the toolbar.