rcmaehl / cisco-enhancer

Cisco CTI & Finesse Toolkit for keeping agent downtime to a minimum. Download under Releases

Cisco Enhancer

Cisco CTI & Finesse Toolkit for keeping agent downtime to a minimum. Download under Releases

What is Cisco Enhancer

Cisco Enhancer is a set of additional options for an agent to ensure maximum ready state compliance and minimum distractions during calls. Featuring Not Ready and Wrap-Up state reminder notifications and automatic minimization or closure of defined non-work applications/windows. This is an app to be deployed individually, as wanted. Large deployments have not been tested, and are at your own risk.

Current Features

• Agent Reminder Notifications for Wrap-Up
• Agent Reminder Notifications for Not Ready
• Minimization or Closure of Defined Non-Work Windows

Planned Featurs

• Supervisor Edition
• Mobile User Support
• Server Hosted Agent Settings
• Server Hosted Application/Window Blacklist

cisco-enhancer's Issues

Allow Plug-ins

Allow ability for program to start subprograms and exchange data (mainly obtaining and changing state). Create documentation

• Memsave
• Hotkeys
• Make blacklist as a plugin?

Add Option for Secondary Finesse API server

The majority of large companies likely have more than one finesse API server running or available. Add an option for a secondary API server and automatically fallback to it if unable to reach primary server. This also needs to be applied to ITSD Desktop Tools

CiscoE detects Secure Desktop as the screen being locked when in "Not Ready"

Known issue with CiscoE detecting proper desktop lock state. Current implimentation detects any desktop state other than Unlocked, which happens to include when Secure Desktop is active. This is pending a fix.

Blacklist: Allow escaping of , and escape character

Allow , in the window, text, or key command instead of assuming any commas past 2 are part of the key command.

Potentially use \ as escape character due to it's normal use elsewhere

Add Option to Always Close Non-Work Windows

Currently CiscoE only closes defined non-work windows when in TALKING state. Add option to always close defined non-work windows while agent is signed in. This can be imported from ITSD Desktop tools internally.

Convert IniReads to _IniRead

Add _ExtendedFunctions.au3 from NotCPUCores and convert IniReads to _IniRead.

Save State of Window Closures

Currently CiscoE does not save the setting for Close Non-Work Windows while Talking. Automatically save this option in future versions. This option can be imported from ITSD Desktop Tools

Plugin: Custom reminder times

Create a plugin to allow custom reminder times on top of normal break/lunch/logged back in reminders