This document outlines the process for a Finesse Agent to modify their agent line location when using a hoteled or shared desk phone while on campus.

 

Agents who hotel (use a shared desk phone) will use these instructions for every work shift while working on campus.

*Check the eligibility and prerequisites for using the Remote Worker Tool. Click here for the NC State Business Continuity Tool/Remote Worker Tool.  

 

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

 

1. Login to the myFinesse portal using your UNITYID and Password.
   
   *Note: NC State VPN is required to log into the myFinesse interface.
   
   
2. On the home screen, click the Remote Working icon.
   
   
3. On the Agent Device Configuration screen, select from the drop-down list of hoteled/shared device/s from which you will be working your shift. *Hoteled/shared device names are predetermined by the call center supervisor(s).
   
   *Note: If an agent who is hoteling does not see the hoteled/shared device they should be using, the call center Supervisor/s must log in to the myFinesse portal and revert the previous agent’s device to the ‘Jabber’ device selection.  Once complete, the agent must perform step 2 again and select the appropriate hoteled device.
   If the desk phone has an agent line on Line 2, ensure it is your agent line when you start your shift.  If not, contact your call center supervisor to correct the issue.
   
   
   
   
4. 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. Once you have confirmed your agent line is on the device you chose from the Agent Configuration window drop-down list, you can log in to the Finesse interface.
   
   *IMPORTANT* 

At the end of your work shift, you MUST log back into the myFinesse portal and revert your device selection to the “Jabber” device.  This ensures the hoteled device’s availability for other agents to use. 

*Note: If you do not see your name in the list, make sure you are logged out of Finesse.


*Important: Close every browser window you use during your work session.

 

Support

To submit a Service Now support ticket, click the Support icon from the myFinesse portal Home page.

Select a Category and write a detailed description of the issue, then click Submit.  

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