VPN Login and New Phone System Document
System Requirements
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Windows 7, 8.1, 10
Will not work with Windows XP
Google Chrome is not required
1. Open Internet Explorer
2. Go to https://secure.cara.com
3.
4.
5.
6.
7.
Under Username enter Firstname.Lastname
Under Password, enter P@ssword1
Launch RSA token generator as you normally do
Enter the passcode from the token generator under Secondary password
Select Sign in
You will see the screen below
8. This is checking for the system requirements (Health Check)
9. Once security passes it will load into the screen below
10. Under Network Connect click Start
You are now connected to the new VPN. From the main page you will see all the necessary links you will
need.
11. Open Google Chrome and copy the Eorder URL (first link) as shown above into Google and
launch Eorder
You will now login to the new Cisco soft phone with the instructions below
CISCO FINESSE AND JABBER FOR AGENTS
***NEW***
***This will replace the current Avaya Soft Phone***
LOGIN TO TAKE CALLS
Two step process
STEP 1) Log into Jabber (Need to install the document name “installing Cisco Jabber” from
http://cara.com/download/
Double click to launch Jabber from the icon on your desktop

Enter login ID – Firstname.Lastaname
Click Continue
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Enter password as P@ssword1
Once you have successfully logged in, you can check the
Automatically Sign-in box on the Jabber login page so you do not have to enter your credentials each
time
STEP 2) Log into Finesse
Launch Finesse webpage (Open Internet Explorer and paste the link)
https://COSCUCCX01.caraoperations.com:8445/desktop
Enter ID – same as Jabber
Enter Password – same as Jabber
Enter Extension – key in your extension
Click Sign In
***Please note that the username in Finesse is case sensitive***
CHANGE STATE
You will initially be in Not Ready
 Select the drop down arrow beside Not Ready and select Ready to be ready to take calls
You can go from Not Ready to Ready
You can go from Ready to Not Ready
To logout you must be in Not Ready
 Select Sign Out to logout (located at right side of Finesse window)
If you press Not Ready while on a call you will be a pending Not Ready state till your call is completed.
ANSWER A CALL
You must be in Ready state to answer a call
There are 2 modes programmed for different user groups – Auto Answer Off, Auto Answer On
If Auto Answer is enabled, the call will be answered on your Finesse desktop on its own. Ensure you are
always ready with your headset.
With Auto Answer not enabled, the call will present to the desktop

Press the green Answer button to answer the call
The queue, queue # and caller’s information will appear (where available)
HOLD
 Press to place a call on hold press Hold
Press Retrieve to take a call off hold
MAKE A CALL – Dial Pad
 Click Make a New Call
Your dial pad comes up automatically
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Enter the # in the telephone # field and click Call
You may use your numeric keys on your keyboard or click the digits in the dial pad window with
your mouse
MAKE A CALL – Phonebook
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Click Make a New Call
If you have access to a pre-programmed Phonebook you may select an entry from the searchable
Phonebook instead
 Upon selecting an entry, the # populates on the dial pad
 Click Call to place the call
TRANSFER
Follow the 4 steps below to complete a call transfer:
1) While on an active call, Press the Consult button
2) Original party is placed on hold by the system
3) In the dial pad telephone # field, enter the # you wish to transfer to followed by the Call button
4) At any time, press the Transfer button to complete the transfer. Note: The Transfer button can
sometimes be hidden by Jabber. Simply minimize the Jabber window if you cannot locate the
Transfer button.
KEYPAD
Used to send touch tones to a system requiring it for access such as an automated attendant or
voicemail system
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On an active call, click keypad icon
Click the keys on the keypad – keyboard keys do not work here
Click Keypad icon to close the keypad once done
REASON CODES - OPTIONAL
Some agents may be required to enter codes related to:
A call you are working on
Their Not Ready Time
The reason you are Signing Out
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Wrap Up
Not Ready Code
Sign Out Code
Upon entering a Not Ready or Sign Out state, select the code which is applicable to what you are
doing from the drop down window
During an active call, click Wrap Up and select the code which applies to the type of call you are
on
REAL TIME / LIVE DATA DISPLAYS
Agents have windows that by default populate with information regarding the Team they are on,
whether there are calls waiting in queue and a view of their own statistics for the day. The display is for
“today” only.
HOME PAGE  Agent CSQ Statistics Report
 Agent Team Summary Report
MY STATISTICS PAGE  Agent Statistics Report
 Agent State Log Report