.Workflow v13.2

Customer call rings on Finesse Agent Desktop.
The application looks up the customer record based on the ANI.
If a matching record is found, the customer profile is popped up in front of the agent and gets linked with the matched customer record automatically. The agent accepts the call. To link the call with a different customer, the agent can choose the right profile from the Customer list sidebar and click the Link button.
If no existing record is found against the ANI, the application provides the options to choose an existing customer manually or create a new customer profile. To link the call with an existing customer, choose the right profile from the Customer list sidebar on the Interaction History page and click the Link button.

If the agent or supervisor does not accept the call (after the call has landed on the Finesse desktop), the interaction is still stored in CIM, tagged with the agent name to whom it was routed.