Finesse: Remote Worker Tool Quick Start Guide for Agents - Hoteling

This guide explains how Finesse agents update their agent line location when using a hoteling (shared desk) phone on campus.

Agents who hotel (use a shared desk phone) must follow these steps at the beginning of each work shift.

For eligibility and prerequisites, see the NC State Business Continuity Tool/Remote Worker Tool.  

Before You Begin

Log in to the myFinesse portal using your UnityID and Password.
Note: VPN is required to access the myFinesse interface.

Select the Hoteling Device

1. On the home screen, select the Remote Working icon.
   
   
2. On the Agent Device Configuration screen, select the appropriate hoteling/shared device from the Available Devices dropdown.
   • Device names are predetermined by the call center supervisor.

If you do not see the correct hoteling device: 

• A supervisor must log in to the myFinesse portal and revert the previous agent's device selection to Jabber. 
• Once reverted, perform Step 1 again and select the appropriate device.

If the desk phone displays an agent line in Line 2, confirm it is your agent line before beginning your shift. If it is not correct, contact your supervisor.

Confirm Device Update

After selecting the hoteling device:

• Confirm that you want to update the location of your agent line.

Allow time for updates to complete: 

• Agent line registration: up to 2 minutes
• Call recording sync: up to 10 minutes

Log In to Finesse

Once your agent line appears on the selected device, log in to the Finesse interface. 

End of Shift - Important

At the end of your work shift:

1. Log in to the myFinesse portal.
2. Revert your device selection to Jabber.

This ensures the hoteling device is available for other agents. 

If your name doesn't appear in the device list: 

• Confirm you are logged out of Finesse before attempting to revert. 

Important: Close all browser windows used during your work session. 

Support

To submit a ServiceNow support ticket:

1. Log in to the myFinesse portal.
2. Select the Support icon. 
3. Choose a Category.
4. Provide a detailed description. 
5. Click Submit.  

For emergencies, contact the Unified Communications Emergency Support Line at (919) 512-0012.