I was talking to a few people about Connect and we were focusing on the agent desktop. For someone who is coming from Cisco Finesse, CCP is a big departure and I couldn’t find a good resource which showed all the out of the box functionality in a concise way. So, here it is. Everything you need to know about straight out of the box CCP.

CCP Highlights

• 100% web-based.
• Uses WebRTC and Opus audio codec.

Login Screen

• Can be integrated to SSO.
• Allows for password self-service.

Initial Screen

• Will set you to whatever state you last had before you logged off or killed the client.
• Transfer buttons are semi context aware (more on this later).
• Agent status/state menu.
• Log out is not a state, but a separate button.
• Ability to get calls via a hard phone/PSTN instead of over the web.
• Ability to download agent side logs (JSON format) from first login to right now.
• Multi-lingual support 8 languages.

Call Screen

• Agent whisper of queue name.
• ANI of caller.
• Transfer numbers based on queue name.
• Can transfer to another queue, another agent, or external. Can even transfer to yourself which makes no sense.
• Multi line support.
• Can make outbound calls manually.

~david