u/KeyConsideration2681

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Hi everyone,

I’m running into a really frustrating issue with Cisco Finesse and I’m trying to understand whether this is expected behavior or if there’s any workaround.

My setup:

• Working via VMware Horizon Client (virtual desktop)
• Using Cisco Jabber as a softphone (no physical phone)
• Cisco Finesse is used only for agent status (Ready / Not Ready, etc.)
• We also have a custom web application (CRM-based) that should automatically open a client card (screen pop) when a call comes in

Important constraint:
Due to corporate policy, I am only allowed to answer calls via Cisco Jabber. I cannot use Cisco Finesse to accept calls.

The problem:

When everything works correctly:

• A call comes into Jabber
• The web app detects the call
• The correct client card opens automatically

But when Cisco Finesse is active, it seems to “intercept” the call event:

• The call still comes to Jabber
• BUT the web app does NOT trigger the screen pop
• So I have no idea who I’m talking to

What I noticed:

• It feels like Finesse “takes ownership” of the call event before the web app can process it
• This doesn’t happen 100% of the time, but often enough to be a real problem
• Some of my colleagues don’t seem to have this issue (same tools, same workflow), which makes it even more confusing

What I already tried:

• Using different browsers for Finesse and the web app
  • At first it looked like it worked
  • But later I realized Finesse was just frozen/lagging at that moment
  • Once it recovered, the problem came back
• Logging out of Finesse
  • This breaks call routing, so it’s not a viable option
• Changing status (Ready / Not Ready)
  • Not helpful, since systems are synchronized

Constraints:

• This is a corporate environment, so I can’t:
  • use multiple accounts
  • change line configuration
  • modify CUCM / CTI settings
  • install additional tools
  • or change how calls are answered (must be via Jabber)

My questions:

1. Is this a known limitation of Cisco Finesse + Jabber setups?
2. Does Finesse override CTI/call events in a way that can break external screen pop integrations?
3. Why would this work fine for one agent but not another with (seemingly) identical setup?
4. Is there any agent-side workaround that doesn’t require admin access?

Any insights, similar experiences, or even theories would be really appreciated.
This is currently affecting workflow quite a bit since I sometimes have to handle calls without any client context.

Thanks!