Smart Buttons

Create buttons that do what you need. Have these buttons available inside of Cisco Finesse (team-based configuration with different set for agents and supervisors). Buttons can be linked to 2Ring Orchestrator (2Ring Workflow), and thus multiple actions can be delivered via a single button. This also makes buttons State and Call Variable aware and thus buttons can perform different actions based on agent’s current state and/or variable of the current call. In other words, make customer interactions shorter via the use of smart action buttons that automate repetitive tasks such as database lookups, browser navigation (bookmarks), web service integration, conferencing in a translating service seamlessly, changing agent state with a single click, asking for help via a panic button, .. If automation cannot be tied to a call center event (call arrival, state change, ..) and agents (Operators) must make a decision, use our smart buttons to have all tools (and common actions) just one click away.

                       

 

Bookmark

Opens a web-site inside of 2Ring Browser Gadget or in a new browser tab/window outside of Cisco Finesse.

Panic Button

Opens a web-site inside of 2Ring Browser Gadget or in a new browser tab/window outside of Cisco Finesse.

API Integration

Buttons can have API Integrations to other applications.  As an example, building door or gate software can be associated to a phone number so with a press of a button an Agent or Receptionist can open a door with a single click. 

Transfer Call

Agents can quickly and easily transfer a call to a predefined number by clicking a button on the Finesse Desktop.

Agent End of Shift Button

Places the agent into Not Ready with a Logout Reason Code and logs the Agent out of Finesse.

Ready Button

Makes an Agent Ready with a single click (versus three clicks that this takes in Cisco Finesse).

Customer Advocate Button

Transfers the call to the appropriate customer advocate responsible for the caller.  This is done using a combination of a Database Lookup and storing information to a Call Variable and then transferring the call to the Customer Advocate. 

Translation Service Button

Call a translation service, have DTMF tones entered automatically, and initiate a conference - all as a result of a single click.

GA .. Features

Reskilling

Reskilling

Allow supervisors to create a set of queues (queue sets) that can then be...

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Toast Alerts

Alerts / Notifications (Toast Alerts)

Decide what information, what event to display, to whom, and for how long....

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Team Gadget

Team Gadget

This is the collaboration cockpit for agents and supervisors. It fully rep...

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Calabrio Integration

Calabrio Integration

2Ring makes the desktop more powerful by building a tight integration with...

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Ticker Gadget - Marquee

Broadcast Messages / Message Ticker / Marquee

Enhance Cisco Finesse with broadcast message that can be sent to a message...

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Ticker Gadget - Time in State

State and Time in State + Alerts

Define thresholds using countless colors, and alerts to provide visual and...

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Call Context

Call Context

Agents frequently need to use more than one CRM, ERP, or ITSM system when...

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Orchestrator

2Ring Orchestrator – Workflow Engine

Automate both simple and advanced tasks. Orchestrator is an advanced workf...

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Current Dialogue for Supervisors

Current Dialogue for Supervisors

See details of what Call, Chat, or E-Mail the Agent is working on.  This p...

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Agent Interaction History

Agent Interaction History

Agent Interaction History allows an Agent to view all the interactions he...

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Agent State History

Agent State Trace

Agent State Trace gives both Agents and Supervisors visibility on how what...

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Agent Call History

Agent Call History

Agent Call History (default is set to 45 days but can be extended) – this...

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Real-Time Data Views

Team & Queue Based Real-time Views

Pick a team or queue in the 2Ring Team Gadget and check out the performanc...

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WrapUp Codes

Wrap-Up Codes

Improve the experience when it comes to wrap-up code selection. 2Ring’s Di...

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CallVariable Editor

CallVar / Call Variable Editor

Use Call Variable fields to add more detail and contextual information to...

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Caller Identification / Screen-Pops

Caller Identification & Screen-Pops

Identify Callers and deliver screen-pops using data stored in 3rd party co...

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Transfer to IVR

Speed Dials - Transfer to IVR or Queue

Reduce an Agent’s handle time by using Speed Dials and Buttons to transfer...

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Address Books

Address Books - Unlimited Contacts

Provide Agents with an Address Book that is updated automatically and can...

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Call or Cherry Picking

Call Picking (UCCX)

Gives agents the ability to “Pick” a call out of queue and “Park” calls. P...

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Custom Buttons

Smart Buttons

Create buttons that do what you need. Have these buttons available inside...

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Dialog Gadget

Dialog Gadget

Gives Agents information about the caller and type of call needed to servi...

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Call Details

Call Details

Show Agents pertinent information and details about the call. Agents can e...

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Kuando Busylight

Integration with Kuando Busylight

The Busylight is a small external device used in contact centers. The devi...

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Texting Support - WebText, Tropo, Twilio, ..

Texting via WebText, Tropo, & Twilio

Integrate API based SMS providers such-as WebText, Tropo, or Twilio to sen...

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