This is a slide deck for a set of Cisco Finesse gadgets developed by 2Ring. The solution focuses on creating a truly unified workspace for the agents and supervisors in Cisco Contact Centers. It allows customers to integrate all the tools that the agents use - a CRM (Salesforce, SAP, Microsoft Dynamics CRM, and other web-based system), automate repetitive tasks, connect agents to back office and remote experts, and much more. 2Ring Gadgets are available for Cisco Unified Contact Center (UCCX) 10+ and Enterprise (UCCE) 9+ (incl. Packaged UCCE). Request a live demo with one of our product expert at www.2Ring.com/WebEx or learn more at www.2Ring.com/Finesse.

1. 2Ring Gadgets 3.4
incl. Dashboards & Wallboards ..
Product Overview

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About Us ..
Founded in 2001
Global Presence
Indirect Sales Strategy
Agile Development
Cisco SolutionsPlus

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2Ring for @CiscoCC: Three Bundles Available

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Closing the Finesse / CAD Feature Parity Gap
• Agent to Agent and Supervisor
to Agent Chat
• Supervisor Broadcast Messages
• Message Ticker / Marquee
• Task / Custom Buttons
• Time in State w/ Thresholds with
alerts (e.g. NotReady Rona)
• Audible and Toast Alerts
• Call Trace / Current Call Info
• Call Variable Editor
• JavaScript Workflows / Macros
• Data Lookups & Caller Identifications
based on External Data (generic
connector for SQL)
• Synchronize Contacts from External
Sources and Connect Agents with
Back Office (incl. presence status
from CUPS)
• Search Contacts while a Call
is on Hold
• Generate List of Speed Dials
• Supervisor Friendly Real-Time Stats
available outside of Finesse
• ..

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Orchestrator / Workflow - Events
Call Events
• Arrival or Initiation
of a new call
• Change in a call’s
state or data
• Call’s end
Agent Events
• Agent Log In
• Change in an agent’s
state
• Agent Log Out
Pressing a custom button
Messaging
• Incoming message via
2Ring chat
• Incoming message
to 2Ring Ticker Gadget
(message ticker)
WebApp integration
• A message received
from app in browser
gadget
• A message received
from app in team
gadget profile
Browser integration
• Tab shown
• Tab hidden
CRM Integrations
• Set current
account/person
• Search Person Invoked
• Search Account Invoked
• New Person Invoked
• New Account Invoked
• Open Person Invoked
• Open Account Invoked
Scripts & Forms
• Submission of a form

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Orchestrator / Workflow - Actions
Finesse UI Automation
• Switch to a different
Finesse Tab
Call automation
• Get a list of all calls
• Get the current call
• Make call to a specified #
• Get type of call
• Get Calling Number
• Answer a call
• Hold a call
• Retrieve a call
• End a call
• Transfer a call
• Make a consult call
• Get agent extension
• Make a blind transfer*
User actions
• Get current user
• Get current state
• Get current user supervisors
• Change state
Dialog Gadget Automation
• Collapse or Expand
the Dialog panel
• Enable/disable editing
of call variable(s)
• Show an icon in tray
• Hide an icon in tray
• Set wrap-up reasons
Team Gadget Automation
• Perform a search for contact
Browser Gadget Automation
• Open a new tab and load
a page into it
• Load a page to existing tab
• Focus an existing tab
• Close an existing tab
• Send a message to an
application running in a tab
• Open a new native browser
tab (out of finesse)
Call Trace
• Log a custom event
into call trace
of the current call

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Orchestrator / Workflow - Actions
Messaging
• Add / Remove message
to / from message ticker
• Clear all messages
from ticker
• Send message
to a recipient
CRM Integrations
• Perform a lookup into a
CRM system and display
results
Database lookup
• Perform a lookup into
any supported database
Audio player
• Play a sound
• Stop playback
Dashboards & Wallboards
• Get a value of
a specific KPI
• Update message ticker
in 2Ring Dashboards &
Wallboards
Other
• Call a web service
via HTTP
• GET / POST / PUT /
DELETE
* A combination of a consult
call and transfer action for
UCCX prior 11.6 release. As
a first step, a consult call will
be initiated, after successful
initiation (without agent
interaction) it will be
transferred to destination.

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Ticker Gadget
Agent State and Time in State
• Changing state colors per
threshold (e.g. green -> black ->
orange -> red)
Automated Alerts
• To the ticker
• Via Toast Alerts
(displayed on top of all windows,
not taking focus away)
Broadcast Messages

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Dialog Gadget
Call Details / Trace
CallVar Editor
Wrap-Up Search /
External Source
Searchable Contacts
from Multiple Sources
Automatically
add/modify PSTN prefix
for manually placed
outbound calls

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Toolbar Gadget
Configurable Action Buttons
• bookmark
• call transfer to a specific number
• sending notifications to your IS
• change agent state or logout with a
single click
• panic button
• pass data to an open thick
application (ActiveX – IE required)
• ..

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Team Gadget
List of Agents by Teams and Queues
• Agents from Multiple Teams or Queues
• Agent state | Time in state | Reason Code
• Supervisor can be allowed to see teams that are
not assigned to him
Agent Profiles for
• Agent to Agent chat
• Supervisor to Agent chat
• Call | Consult | Single Step Transfers
• IM Button (Jabber | Skype for Business)
Agent States & Call History
Current Call Detail

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Browser Gadget
Access to
• Advanced wrap-up forms
and guiding scripts
• Lists with speed dial buttons
• DW Layouts
• Google Maps
• Cherry/Call Picking (UCCX Only)
• Apps Running in an iFrame:
http://2ring4uc.blogspot.com/2015/05/
can-i-host-my-application-in-
finesse.html

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Phone Services
Corporate Directories
• Back Office Workers
• Subject Matter Experts
• Suppliers
• Customers
Lists of Speed Dial Buttons
• with Presence info from CUPS
Click2Dial for Manual
Outbound calls

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Scripts & Forms
Multilevel Wrap-up Forms
Guiding Scripts for Agents
to Follow and Use to Capture
Caller’s Responses

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Call Picking (UCCX only)
Lists calls currently waiting
in selected queues
Set of columns displayed is
configurable
Agent can pick the next call
Can be used to Park Calls
Requires Resource Skills Resource Pool Selection
Model to be in place on UCCX

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Precision Skilling (UCCE only)
Change Attributes on the Fly
Feels like Working
in a Spreadsheet
Easy to Use in or outside
of Cisco Finesse

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Compact Agent
Finesse API based
(UCCX Enhanced and Premium License Required)
Agent State and Call Control inside of Cisco Jabber
for Windows (or in any browser or in our new PowerApp)
Automation (screen pop-ups) via a workflow mechanism
Tiny and touch screen friendly & no browser limitations
(IE9+, Safari, Chrome, Firefox)
Localized to Dutch, French, German, Russian, Spanish

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Dashboards & Wallboards
www.2Ring.com/TryIt
Finesse/
Browser
Friendly
Mobile
Friendly

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Dashboards & Wallboards
Connectors for
• UCCX | UCCE | Packaged UCCE
• CUCM | Unity
• Salesforce | ServiceNow
Support for
• Web Content (anonymous)
• Weather
• YouTube Videos
• PDF Files (PowerPoint Slides)
• Pictures

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Extension for Cisco Finesse (Chrome/Firefox)
Displays Agent State via Icon
– each state has its own color
Allows for State Change Even
Outside of Finesse (e.g from
a CRM or intranet tab)
Provides additional features
for CRM integrations such
as reusing the same browser
tab for screen-pops

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CRM Integrations with Cisco Finesse
Supports automatic and manual
querying of Accounts and
Contacts in multiple CRM
systems
• Salesforce
• SAP
• MS Dynamics CRM
• Any SQL Server based CRM
or Service Desk System
• ServiceNow (Q4/2017)

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CRM Integrations with Cisco Finesse
Brings chosen page (account,
opportunity, ..) to the front (screen pop)
• Open & prefill multiple pages
with known info about the caller
Displays previews of all matching
accounts in one unified view
• Click2dial / Call Actions Supported
Enables integrations with many
homegrown CRM and even legacy
applications

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Links to Remember
2Ring.com/GADGETS
2Ring.com/DW
2Ring.com/COMPACT
2Ring.com/SystemRequirements
2Ring.com/Support
2Ring.com/SalesTerms
2Ring.com/WebEx

24. Questions
EMEAR
Americas & APAC
Links to Remember
OFFICE
MOBILE
EMAIL
Peter Kolenič
Channel Director, EMEAR
+421 (2) 5822 4379
+421 (903) 500 494
pkolenic@2Ring.com
Thijs Koolaard
Channel Development Manager
+421 (2) 5822 4471
+421 (918) 858056
Thijs.Koolaard@2Ring.com
ADDRESS
PHONE
EMAIL
WWW
Galvaniho 15/C
821 04, Bratislava, Slovak Republic
+421 (2) 5822-4550
info@2Ring.com
www.2Ring.com
ADDRESS
PHONE
EMAIL
WWW
8880 Cal Center Drive, Suite 400
Sacramento, CA, 95826, USA
+1 (916) 426-3790
Info-na@2Ring.com
www.2Ring.com
Michal Grebáč
Strategic Sales & Marketing Director
+1 (916) 282-9514
+1 (916) 514-3355
mgrebac@2Ring.com
Tom McCain
Director of North American Sales
+1 (480) 255-7500
tmccain@2Ring.com
GADGETS Product Site
System Requirements Simplified
2Ring.com/GADGETS ..
2Ring.com/SystemRequirements ..