Cisco Phone (Jabber)

1. Overview
2. Finesse Link
3. Making a Call
4. Accepting an Incoming Call
5. Transferring a Call
6. Custom Status Messages
7. Call History
8. Chat Window
9. Chat Controls
10. Collaboration Controls 
11. Call Controls 

1. Overview

Phone systems help employees, business partners, and customers conduct business using voice, video, data, and mobility applications, across multiple workspaces, from desktops to vehicles. TDG uses Cisco as our phone system provider. This application allows us to track and monitor calls between our agents and our guests, as well as record telephone conversations for coaching opportunities.  

2. Finesse Link

https://tdg-uccx01.tdg.corp:8445/desktop/container/?locale=en_US

To make an outbound phone call, do one of the following: 

      1. Enter the phone number into the search field or call bar 

      2. Right click over their name in your contact list 

      3. Select the call icon in a chat window with the user 

4. Accepting an Incoming Call

When you are receiving an incoming call, you have three options 

      1. Answer the call 

      2. Decline the call 

      3. Chat Reply 

             a. This allows you to message the user instead of answering the incoming call. This is only available to select when the caller is also using the Cisco Jabber system. 

5. Transferring a Call

To transfer a call, complete the following procedure: 

      1. Select Actions button  

      2. Select Transfer 

      3. Enter in the telephone number we are transferring the guest to 

      4. Press  

      5. Do one of the following: 

            a. Soft transfer 

                   i. Advise the person why we are calling and the guest account information 

                   ii. Press transfer 

            b. Cold transfer 

                   i. Press transfer  

6. Custom Status Messages

You can create up to three custom status messages for each availability state. Insert your cursor in the status message field and enter your new status message. 

7. Call History

The call history tab sows a list of recent and missed calls. Hover your cursor over the call back button to return a missed call. Right click items in your call history list to delete them.  

8. Chat Window

Chat window contains: 

      § The Search or Call bar 

      § Tabs for multiple chats 

      § Contact picture and availability state 

      § Chat controls 

9. Chat Controls

Use chat controls to: 

      § Take screen shots 

      § Transfer files 

      § Use emoticons 

      § Adjust the front size and color 

      § Add participants to create group chats 

      § Pop-out the window to show the chat in a new window 

10. Collaboration Controls

Chat window can also include controls to: 

      § Add people to your contact list 

      § Start an online meeting 

      § Share your desktop 

      § Start a phone call 

11. Call Controls

Call controls let you do the following: 

      § Go full screen 

      § Show self-view 

      § Open a keypad to enter digits 

      § Mute your audio 

      § Access the following additional controls: 

            o Hold calls 

            o Transfer calls 

            o Merge calls 

            o Create conference calls 

      § End calls