This guide explains how Finesse agents can update their agent line location when working off-campus during a business continuity situation.

Use these instructions only when working from off-campus.

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

Before You Begin

Confirm Cisco Jabber Softphone

1. Log in to the ComTech Self-Service Portal
   
   
2. Verify that the Cisco Jabber softphone is provisioned. 
   • A checkmark should appear under the Computer section.  
   • If you see a + icon, select it to provision your softphone before continuing.

Connect to VPN

If working off-campus:

• Launch and log in to the NC State VPN application.

Note: VPN is required to access myFinesse and Finesse.

Access the Remote Worker Tool

1. Log in to the myFinesse portal using your UnityID and password.
   
   
2. On the home screen, select the Remote Working icon.
   
   
3. On the Agent Device Configuration screen, select Jabber from the Available Devices dropdown.
   
   
   

Confirm Device Update

After selecting Jabber:

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

Allow time for the update to complete: 

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

Verify in Cisco Jabber

1. Open the Cisco Jabber application.
2. Confirm your agent line appears:
   • Agent lines typically begin with 39xxx. 
   • Usually displayed as Line 2 (bottom-left of the Jabber window)

If the line does not appear, repeat the Access the Remote Worker Tool and the Confirm Device Update sections above.
 

Log In to Finesse

Log in to the Finesse interface: myFinesse portal

VPN must remain active.

Important: Revert Device After Returning On-Campus

Before changing work locations:

• Log out of Finesse
• Log in to the myFinesse portal 
• Revert your device selection to the appropriate campus phone:
  • Desk phone (typical for full-time employees)
  • Jabber (for student workers)

If you used a hoteling device, revert the device selection to ensure it is available for other agents.

Support

To submit a ServiceNow 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.