MCC Daily Tribune

Call Center Agents and Supervisors - Change is coming soon!

Technology Services will be performing a system upgrade to our call center software (Cisco Call Center Express) over the Thanksgiving holiday. This upgrade will provide bug fixes, security patches as well as new features and functionality.

What does this mean for you?

For agents that log into their desk phone to take ACD (Automatic Call Distribution) calls, the process will remain the same, but the service you select will have a different name. Currently you select "ACD Agent Services", after the upgrade, you will select "Cisco Finesse".

How does this upgrade benefit you?

As some agents have already experienced, you can now opt to log into your phone using a web browser! You will simply be able to go to Please note, you can only log into either the phone or use the web browser, but not both at the same time!

How can you help?

Please LOG OUT of your phone when you leave Wednesday November 22nd;

  • You will change your state to NOT READY then
  • Change your state to LOG OUT.

If you have questions, would like one-on-one or group training, call Telecom at x2076.

Roehrig, Bradley
Communications and Network Services