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2Ring Gadgets 3.4
incl. Dashboards & Wallboards ..
Product Overview
Every@CiscoCCNeeds2Ring..
2
About Us ..
Founded in 2001
Global Presence
Indirect Sales Strategy
Agile Development
Cisco So...
Every@CiscoCCNeeds2Ring..
3
2Ring for @CiscoCC: Three Bundles Available
Every@CiscoCCNeeds2Ring..
4
Closing the Finesse / CAD Feature Parity Gap
• Agent to Agent and Supervisor
to Agent Chat
• S...
Every@CiscoCCNeeds2Ring..
5
Orchestrator / Workflow - Events
Call Events
• Arrival or Initiation
of a new call
• Change in...
Every@CiscoCCNeeds2Ring..
6
Orchestrator / Workflow - Actions
Finesse UI Automation
• Switch to a different
Finesse Tab
Ca...
Every@CiscoCCNeeds2Ring..
7
Orchestrator / Workflow - Actions
Messaging
• Add / Remove message
to / from message ticker
• ...
Every@CiscoCCNeeds2Ring..
8
Ticker Gadget
Agent State and Time in State
• Changing state colors per
threshold (e.g. green ...
Every@CiscoCCNeeds2Ring..
9
Dialog Gadget
Call Details / Trace
CallVar Editor
Wrap-Up Search /
External Source
Searchable ...
Every@CiscoCCNeeds2Ring..
10
Toolbar Gadget
Configurable Action Buttons
• bookmark
• call transfer to a specific number
• ...
Every@CiscoCCNeeds2Ring..
11
Team Gadget
List of Agents by Teams and Queues
• Agents from Multiple Teams or Queues
• Agent...
Every@CiscoCCNeeds2Ring..
12
Browser Gadget
Access to
• Advanced wrap-up forms
and guiding scripts
• Lists with speed dial...
Every@CiscoCCNeeds2Ring..
13
Phone Services
Corporate Directories
• Back Office Workers
• Subject Matter Experts
• Supplie...
Every@CiscoCCNeeds2Ring..
14
Scripts & Forms
Multilevel Wrap-up Forms
Guiding Scripts for Agents
to Follow and Use to Capt...
Every@CiscoCCNeeds2Ring..
15
Call Picking (UCCX only)
Lists calls currently waiting
in selected queues
Set of columns disp...
Every@CiscoCCNeeds2Ring..
16
Precision Skilling (UCCE only)
Change Attributes on the Fly
Feels like Working
in a Spreadshe...
Every@CiscoCCNeeds2Ring..
17
Compact Agent
Finesse API based
(UCCX Enhanced and Premium License Required)
Agent State and ...
Every@CiscoCCNeeds2Ring..
18
Dashboards & Wallboards
www.2Ring.com/TryIt
Finesse/
Browser
Friendly
Mobile
Friendly
Every@CiscoCCNeeds2Ring..
19
Dashboards & Wallboards
Connectors for
• UCCX | UCCE | Packaged UCCE
• CUCM | Unity
• Salesfo...
Every@CiscoCCNeeds2Ring..
20
Extension for Cisco Finesse (Chrome/Firefox)
Displays Agent State via Icon
– each state has i...
Every@CiscoCCNeeds2Ring..
21
CRM Integrations with Cisco Finesse
Supports automatic and manual
querying of Accounts and
Co...
Every@CiscoCCNeeds2Ring..
22
CRM Integrations with Cisco Finesse
Brings chosen page (account,
opportunity, ..) to the fron...
Every@CiscoCCNeeds2Ring..
23
Links to Remember
2Ring.com/GADGETS
2Ring.com/DW
2Ring.com/COMPACT
2Ring.com/SystemRequiremen...
Questions
EMEAR
Americas & APAC
Links to Remember
OFFICE
MOBILE
EMAIL
Peter Kolenič
Channel Director, EMEAR
+421 (2) 5822 ...
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2Ring Gadgets for Cisco Finesse 3.4 (UCCX / UCCE)

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This is a slide deck for a set of Cisco Finesse gadgets developed by 2Ring. The solution focuses on creating a truly unified workspace for the agents and supervisors in Cisco Contact Centers. It allows customers to integrate all the tools that the agents use - a CRM (Salesforce, SAP, Microsoft Dynamics CRM, and other web-based system), automate repetitive tasks, connect agents to back office and remote experts, and much more.

2Ring Gadgets are available for Cisco Unified Contact Center (UCCX) 10+ and Enterprise (UCCE) 9+ (incl. Packaged UCCE).

Request a live demo with one of our product expert at www.2Ring.com/WebEx or learn more at www.2Ring.com/Finesse.

Published in: Software
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2Ring Gadgets for Cisco Finesse 3.4 (UCCX / UCCE)

  1. 1. 2Ring Gadgets 3.4 incl. Dashboards & Wallboards .. Product Overview
  2. 2. Every@CiscoCCNeeds2Ring.. 2 About Us .. Founded in 2001 Global Presence Indirect Sales Strategy Agile Development Cisco SolutionsPlus
  3. 3. Every@CiscoCCNeeds2Ring.. 3 2Ring for @CiscoCC: Three Bundles Available
  4. 4. Every@CiscoCCNeeds2Ring.. 4 Closing the Finesse / CAD Feature Parity Gap • Agent to Agent and Supervisor to Agent Chat • Supervisor Broadcast Messages • Message Ticker / Marquee • Task / Custom Buttons • Time in State w/ Thresholds with alerts (e.g. NotReady Rona) • Audible and Toast Alerts • Call Trace / Current Call Info • Call Variable Editor • JavaScript Workflows / Macros • Data Lookups & Caller Identifications based on External Data (generic connector for SQL) • Synchronize Contacts from External Sources and Connect Agents with Back Office (incl. presence status from CUPS) • Search Contacts while a Call is on Hold • Generate List of Speed Dials • Supervisor Friendly Real-Time Stats available outside of Finesse • ..
  5. 5. Every@CiscoCCNeeds2Ring.. 5 Orchestrator / Workflow - Events Call Events • Arrival or Initiation of a new call • Change in a call’s state or data • Call’s end Agent Events • Agent Log In • Change in an agent’s state • Agent Log Out Pressing a custom button Messaging • Incoming message via 2Ring chat • Incoming message to 2Ring Ticker Gadget (message ticker) WebApp integration • A message received from app in browser gadget • A message received from app in team gadget profile Browser integration • Tab shown • Tab hidden CRM Integrations • Set current account/person • Search Person Invoked • Search Account Invoked • New Person Invoked • New Account Invoked • Open Person Invoked • Open Account Invoked Scripts & Forms • Submission of a form
  6. 6. Every@CiscoCCNeeds2Ring.. 6 Orchestrator / Workflow - Actions Finesse UI Automation • Switch to a different Finesse Tab Call automation • Get a list of all calls • Get the current call • Make call to a specified # • Get type of call • Get Calling Number • Answer a call • Hold a call • Retrieve a call • End a call • Transfer a call • Make a consult call • Get agent extension • Make a blind transfer* User actions • Get current user • Get current state • Get current user supervisors • Change state Dialog Gadget Automation • Collapse or Expand the Dialog panel • Enable/disable editing of call variable(s) • Show an icon in tray • Hide an icon in tray • Set wrap-up reasons Team Gadget Automation • Perform a search for contact Browser Gadget Automation • Open a new tab and load a page into it • Load a page to existing tab • Focus an existing tab • Close an existing tab • Send a message to an application running in a tab • Open a new native browser tab (out of finesse) Call Trace • Log a custom event into call trace of the current call
  7. 7. Every@CiscoCCNeeds2Ring.. 7 Orchestrator / Workflow - Actions Messaging • Add / Remove message to / from message ticker • Clear all messages from ticker • Send message to a recipient CRM Integrations • Perform a lookup into a CRM system and display results Database lookup • Perform a lookup into any supported database Audio player • Play a sound • Stop playback Dashboards & Wallboards • Get a value of a specific KPI • Update message ticker in 2Ring Dashboards & Wallboards Other • Call a web service via HTTP • GET / POST / PUT / DELETE * A combination of a consult call and transfer action for UCCX prior 11.6 release. As a first step, a consult call will be initiated, after successful initiation (without agent interaction) it will be transferred to destination.
  8. 8. Every@CiscoCCNeeds2Ring.. 8 Ticker Gadget Agent State and Time in State • Changing state colors per threshold (e.g. green -> black -> orange -> red) Automated Alerts • To the ticker • Via Toast Alerts (displayed on top of all windows, not taking focus away) Broadcast Messages
  9. 9. Every@CiscoCCNeeds2Ring.. 9 Dialog Gadget Call Details / Trace CallVar Editor Wrap-Up Search / External Source Searchable Contacts from Multiple Sources Automatically add/modify PSTN prefix for manually placed outbound calls
  10. 10. Every@CiscoCCNeeds2Ring.. 10 Toolbar Gadget Configurable Action Buttons • bookmark • call transfer to a specific number • sending notifications to your IS • change agent state or logout with a single click • panic button • pass data to an open thick application (ActiveX – IE required) • ..
  11. 11. Every@CiscoCCNeeds2Ring.. 11 Team Gadget List of Agents by Teams and Queues • Agents from Multiple Teams or Queues • Agent state | Time in state | Reason Code • Supervisor can be allowed to see teams that are not assigned to him Agent Profiles for • Agent to Agent chat • Supervisor to Agent chat • Call | Consult | Single Step Transfers • IM Button (Jabber | Skype for Business) Agent States & Call History Current Call Detail
  12. 12. Every@CiscoCCNeeds2Ring.. 12 Browser Gadget Access to • Advanced wrap-up forms and guiding scripts • Lists with speed dial buttons • DW Layouts • Google Maps • Cherry/Call Picking (UCCX Only) • Apps Running in an iFrame: http://2ring4uc.blogspot.com/2015/05/ can-i-host-my-application-in- finesse.html
  13. 13. Every@CiscoCCNeeds2Ring.. 13 Phone Services Corporate Directories • Back Office Workers • Subject Matter Experts • Suppliers • Customers Lists of Speed Dial Buttons • with Presence info from CUPS Click2Dial for Manual Outbound calls
  14. 14. Every@CiscoCCNeeds2Ring.. 14 Scripts & Forms Multilevel Wrap-up Forms Guiding Scripts for Agents to Follow and Use to Capture Caller’s Responses
  15. 15. Every@CiscoCCNeeds2Ring.. 15 Call Picking (UCCX only) Lists calls currently waiting in selected queues Set of columns displayed is configurable Agent can pick the next call Can be used to Park Calls Requires Resource Skills Resource Pool Selection Model to be in place on UCCX
  16. 16. Every@CiscoCCNeeds2Ring.. 16 Precision Skilling (UCCE only) Change Attributes on the Fly Feels like Working in a Spreadsheet Easy to Use in or outside of Cisco Finesse
  17. 17. Every@CiscoCCNeeds2Ring.. 17 Compact Agent Finesse API based (UCCX Enhanced and Premium License Required) Agent State and Call Control inside of Cisco Jabber for Windows (or in any browser or in our new PowerApp) Automation (screen pop-ups) via a workflow mechanism Tiny and touch screen friendly & no browser limitations (IE9+, Safari, Chrome, Firefox) Localized to Dutch, French, German, Russian, Spanish
  18. 18. Every@CiscoCCNeeds2Ring.. 18 Dashboards & Wallboards www.2Ring.com/TryIt Finesse/ Browser Friendly Mobile Friendly
  19. 19. Every@CiscoCCNeeds2Ring.. 19 Dashboards & Wallboards Connectors for • UCCX | UCCE | Packaged UCCE • CUCM | Unity • Salesforce | ServiceNow Support for • Web Content (anonymous) • Weather • YouTube Videos • PDF Files (PowerPoint Slides) • Pictures
  20. 20. Every@CiscoCCNeeds2Ring.. 20 Extension for Cisco Finesse (Chrome/Firefox) Displays Agent State via Icon – each state has its own color Allows for State Change Even Outside of Finesse (e.g from a CRM or intranet tab) Provides additional features for CRM integrations such as reusing the same browser tab for screen-pops
  21. 21. Every@CiscoCCNeeds2Ring.. 21 CRM Integrations with Cisco Finesse Supports automatic and manual querying of Accounts and Contacts in multiple CRM systems • Salesforce • SAP • MS Dynamics CRM • Any SQL Server based CRM or Service Desk System • ServiceNow (Q4/2017)
  22. 22. Every@CiscoCCNeeds2Ring.. 22 CRM Integrations with Cisco Finesse Brings chosen page (account, opportunity, ..) to the front (screen pop) • Open & prefill multiple pages with known info about the caller Displays previews of all matching accounts in one unified view • Click2dial / Call Actions Supported Enables integrations with many homegrown CRM and even legacy applications
  23. 23. Every@CiscoCCNeeds2Ring.. 23 Links to Remember 2Ring.com/GADGETS 2Ring.com/DW 2Ring.com/COMPACT 2Ring.com/SystemRequirements 2Ring.com/Support 2Ring.com/SalesTerms 2Ring.com/WebEx
  24. 24. Questions EMEAR Americas & APAC Links to Remember OFFICE MOBILE EMAIL Peter Kolenič Channel Director, EMEAR +421 (2) 5822 4379 +421 (903) 500 494 pkolenic@2Ring.com Thijs Koolaard Channel Development Manager +421 (2) 5822 4471 +421 (918) 858056 Thijs.Koolaard@2Ring.com ADDRESS PHONE EMAIL WWW Galvaniho 15/C 821 04, Bratislava, Slovak Republic +421 (2) 5822-4550 info@2Ring.com www.2Ring.com ADDRESS PHONE EMAIL WWW 8880 Cal Center Drive, Suite 400 Sacramento, CA, 95826, USA +1 (916) 426-3790 Info-na@2Ring.com www.2Ring.com Michal Grebáč Strategic Sales & Marketing Director +1 (916) 282-9514 +1 (916) 514-3355 mgrebac@2Ring.com Tom McCain Director of North American Sales +1 (480) 255-7500 tmccain@2Ring.com GADGETS Product Site System Requirements Simplified 2Ring.com/GADGETS .. 2Ring.com/SystemRequirements ..

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