Finesse: Remote Worker Tool Quick Start Guide for Agents

This document outlines the process for Finesse agents to modify their agent line location when they prefer to work from off-campus remotely or in a business continuity situation.

*Use these instructions only if you are working from off-campus.

*To check the eligibility and prerequisites for using the Remote Worker Tool, click NC State Business Continuity Tool/Remote Worker Tool.  

Before logging into the Finesse interface, perform the following steps.

Log into the ComTech Self-Service portal (go.ncsu.edu/self-service) to confirm that you have a Cisco Jabber softphone. Make sure you have a “checkmark” under the Computer section.  

If you have a ‘+’ sign in the box, click the ‘+’ sign to provision your Cisco Jabber softphone, then proceed to the following instructions.

1. If working off-campus, ensure you launch and log in to the campus VPN application.
   
   *Note: NC State VPN is required to log into the Finesse interface for VPN Support. Visit VPN or contact the NC State Help Desk at 5-4357.
   
   
2. Login to the myFinesse portal (go.ncsu.edu/myfinesse) using your UNITYID and Password.
   
   *Note: NC State VPN is required to log into the myFinesse interface
   
   
3. On the myFinesse portal’s home screen, click the Remote Working icon.
   
   
4. Select Jabber from the Available Devices dropdown on the Agent Device Configuration screen.
   
   
   
   
   After your selection, confirm you would like to update the location of your agent line.
   
   
   *Note: It may take up to 2 minutes for the agent line to appear on your phone during re-registration, and the call recording application may take up to 10 minutes to sync to device changes.
   
   
5. Open the Cisco Jabber softphone application. (Press the Windows key on the keyboard and type “Cisco Jabber.”)
   
   
6. Confirm your agent line is listed within Cisco Jabber.
   (Bottom left-hand corner of the Cisco Jabber window) *Agent lines begin with 39xxx.  *Typically, Line 2, as shown below. If you do not see a line listed, repeat steps 2-4 above. 
    
   
7. Login to the Finesse interface (go.ncsu.edu/callcenter).
   
   *Note: NC State VPN is required to log into the Finesse interface.
   
   

*IMPORTANT*

Before changing work locations, log out of Finesse and make sure to log back into the myFinesse portal (go.ncsu.edu/myfinesse) or refresh the myfinesse portal page and revert your device selection to the appropriate phone (typically a desk phone). If not, you cannot log into Finesse for the next work period.
*Note: If you used a hoteled device while on campus, revert the device selection to the appropriate phone (typically Jabber for student workers, Deskphone for full-time employees) to ensure the device’s availability for other hoteling agents.

Support

To submit a Service Now support ticket, click the Support icon from the myFinesse portal (go.ncsu.edu/myfinesse) Home page. Select a Category, provide a detailed description of the issue, and click Submit.  

Contact the Unified Communications Emergency Support Line at (919) 512-0012 for emergencies.