Cisco Finesse Softphone

Better Finesse experience for Remote Agents with built-in WebRTC phone and no VPN

No Installation Required. Click and Run Finesse Client with a better visibility and alerts for remote agents including softphone. Great agent and supervisor experience for Windows and MacOS clients.


Download Comstice Desktop Agent, unzip and click on ComsticeDesktopAgent.exe

  • Screen-pop, audible and visual alerts

    Monitoring Break Duration with Break Reason Codes

    One-click Transfer to Other Queues for Mis-Queued Calls


    Screen pop in Not Ready, when thresholds are reached

    Agent state percentage with Donut chart

    Scrolling team messages with color codes

  • Daily Call stats for the Agent: Answered, abandoned, talk time and ASA


    Agent state durations: Average, longest and total

  • Image

    Company Logo and the colors in the login page

  • Call logs for the last seven days

    Call variables for the incoming calls


    Total inbound and outbound calls

    One-click callback from the logs

  • Personal Contacts which agent can create, edit and delete

    Adding Corporate Directory Contacts to Personal Contacts

    Making calls from Personal Contacts


    Access to Cisco CUCM Corporate Directory Contacts

    Access to Microsoft Active Directory Contacts via Cisco CUCM

    Bulk import of Personal Contacts

  • Agents can access to the states of team members

    State of each team member with Reason Codes

    Call or private chat with the team members


    Color-coded team states in Donut chat

    Supervisor can change agent states, access agent's daily statistics and log out the agent

    Supervisor can do silent Monitoring, barge-in or intercept when agent is in Talking state

  • Screen-pop, audible and visual alerts

    Monitoring Break Duration with Break Reason Codes

    One-click Transfer to Other Queues for Mis-Queued Calls


    Access to Team States for other agents

    Call Logs with variables

    Access to Cisco CUCM Corporate Directory, Finesse Phonebooks

  • Image

    Supervisor Console for additional features

    Monitoring team states, reason codes and other data

    Accessing multiple teams, sorting agents alphabetically or based on their state

  • Comstice Omnichannel features


    Customer Chats: Web and mobile

    Accepting and managing Callbacks

    Managing incoming customer emails, along with an automated ticketing system


Dedicated Agent Application vs Browser-based Finesse Gadgets

Cisco Finesse Gadgets help agents to access the additional functionality that they are looking for. However, the user experience is often compromised and browser dependency causes additional challenges. Also new gadgets often require a separate gadget server to run.

Comstice Desktop Agent offers all the agent and supervisor functionality with a beautiful design and great user experience. It includes softphone and agent functionality on the same client app. Also it does not require an upgrade every time your Cisco Finesse servers are upgraded. And the best thing is; you don't even have to install it. You can download and run it as click and run application.

Cisco Finesse Mobile App

Includes WebRTC Softphone

Comstice Desktop Agent app includes built-in WebRTC Phone. It communicates with Comstice WebRTC Gateway hosted in customer's network. Comstice WebRTC Gateway is connected to Cisco Callmanager via a SIP Trunk. Transcoding is done between WebRTC codec OPUS and Cisco Callmanager codecs such as G.711 or G.723.

Unique Features of Comstice Desktop Agent for Cisco Finesse

Easily accessible omnichannel communication from mobile and the web will help your customer to build the habit of using the other options before making any calls.


No Installation Required

Click and Run app with no Java dependency. You can download the portable version, extract the zipped folder, click on the EXE and run. It is also possible to copy the portable version into a network drive and run remotely.


Omnichannel: Chat, CRM, email

Desktop Agent offers a generic integration with any web-based chat, CRM and email solution.


Agent Reskilling

Supervisors can reskill the agents in their team using the Comstice Desktop Agent Supervisor Console. They can add/remove agents from a skill, assign/unassign Precision Queue attributes, reset their password and update their default skill.


Team Messages, Break Duration, Visual and Audio Alerts

Managers can create team messages with color-coded priority levels which will be shown as scrolling messages, enable audio and visual alerts for calls in queue and oldest in queue. When agent selects a reason code with the word "break" in it, break duration will increment as a bar chart.

Features Cisco Finesse Web Client Comstice Desktop Agent for Cisco Finesse
No Client Installation Required Yes Yes
Built-in Softphone No Yes
Browser Independent No Yes
Native Screen-Pop for calls in queue and incoming calls No Yes
Seamless HTTPS/TLS Certificate Compatibility No Yes
Agent Call Logs including call/ECC variables of each call No Yes
Ability to Edit Call Variables No Yes
Company colors and logo No Yes
Agent access to daily agent stats, number of calls answered, abandoned, average, total and maximum agent state durations No Yes
One-click transfer for the mis-queued calls No Yes
Visual and Audio alerts for the Queued Calls No Yes
Agent Blind Transfer (UCCX) No Yes
Access to Cisco CUCM Corporate Directory and Microsoft AD via Cisco CUCM No Yes
Seamless integration with any CRM platform without any development required No Yes
Customer CRM page auto pop-up or on-demand access from the active call window No Yes
Customer CRM page auto pop-up or on-demand access from the active call window No Yes
Start/Stop Voice Recording for Cisco Recording and Calabrio Recording No Yes
Supervisor: Agent Reskilling without any additional server (UCCE only, UCCX version requires Comstice Wallboard Server) No Yes

Join our newsletter for all the news and ideas we are working on

Frequently Asked Questions

Why should we have a dedicated client when we can have many Finesse gadgets

Agent experience in the default Finesse interface has shortcomings; many agent and supervisor features are missing, browser interface occupies too much screen estate and there are many browser-related issues and limitations. Comstice Desktop Agent offers a compact yet feature rich and easy to use agent and supervisor experience which reduces the average handle time significantly.

Do we need to upgrade Desktop Agent every time we upgrade Cisco Finesse?

No. Comstice Desktop Agent app uses Cisco Finesse APIs and these APIs do not change in different Cisco Contact Center versions.

How does the rollout work?

Agents and supervisors download Comstice Desktop Agent and run it from their PCs. They use the company code to retrieve their license and company settings.

How does the upgrade work?

In case of an upgrade for resolving a defect or for new features, upgrade files can be hosted on an SFTP server and each client will download and run the updated version during initial launch. No uninstall/reinstall required.

Does Comstice Desktop Agent need Cisco Jabber?

There is no dependency for Cisco Jabber or a specialist firewall. It already includes a WebRTC-based softphone.

How Desktop Agent is licensed?

It is licensed per named or concurrent agent. Same license can be used for the agents and the supervisors.

Do we need any additional server?

Yes. You will need Comstice WebRTC Server running on your network, communicating with Cisco Callmanager via SIP.