---
title: "Finesse - Cisco Call Center"
canonical: "https://kb.uconn.edu/space/IKB/10849550684/Finesse%20-%20Cisco%20Call%20Center"
format: markdown
---
Finesse is used by faculty, staff, and student employees to access CCX
> ⚠️ When using Finesse with Jabber remotely, you MUST be connected to Pulse Secure VPN and use the Firefox browser.
1. Ensure that you have a working microphone and speaker combination. A headset fulfills this requirement.
:warning: Note: Be cautious while typing and using a built-in microphone. The built-in keyboard will be picked up very well through the microphone.
2. Navigate to [ccxpub-msb.voip.uconn.edu:8445/desktop](https://ccxpub-msb.voip.uconn.edu:8445/desktop).
3. To log in, enter your NetID, NetID password, and the agent extension number that was provided to you. The extension number must begin with **+1 **(ex. *+1 860 427 6600*).
4. You may see a series of prompts to accept the certificates; click **Okay**. This only needs to be done once per computer.
5. You will now see your Home Page.
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6. The status is at the top of the page. When you first sign in, it will say *Not Ready*. Click on the caret that sits to the right of your status to change your status.
7. Set your status to *Ready* when you are ready to receive phone calls.
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:check_mark: Tip: If you are going to stop taking calls, mark yourself *Not Ready*. If your line rings and you do not answer the call, Finesse automatically marks you *Not Ready*. You will need to make yourself *Ready *again to begin taking calls again.
8. When you receive a call, you can answer it using your phone if you are at your desk, or you can use the **Answer** button in the upper right corner of the Finesse application.
9. While on a call, the Finesse window displays options for you to use.
1. The caller ID of the person you are speaking with will appear.
2. The **Keypad** button allows you to perform phone functions from your computer.
3. The **Hold **button allows you to put calls on hold from the computer.
4. The **Consult** button puts the current call on hold and gives you a contact list and keypad for dialing another person for help.
5. The** Direct Transfer** button gives you the keypad so you can dial another number. Click the **Transfer** button to send the call to another person.
10. When you are done, remember to log out of Finesse. Click **Sign Out** in the uppermost right corner and pick the Sign Out reason.
:warning: Note: In order to sign out of Finesse, you must first mark yourself *Not Ready.*
### My History
Within Finesse, you may view your own call and state history. Click **My History** in the left-hand menu to see your history.
### My Statistics
The **My Statistics** tab shows your statistics for the day.
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