UCCX 12.5 EFT Whats-New-in-12.5 PDF

Demonstration Guide
Cisco dCloud
Cisco Unified Contact Center Express 12.5

EFT – What’s New in 12.5
Last Updated: 3 December 2019
About This Demonstration
This guide for the preconfigured demonstration includes:
About This Demonstration
Requirements
About This Solution
Topology
Session Users
Get Started
Scenario 1. Finesse Enhancements
Scenario 2. Analyzer
Scenario 3. CloudCherry
Scenario 4. Smart Licensing
Conclusion
© 2019 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 1 of 28
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Limitations
There are no limitations associated with this demonstration.
Customization Options
There are no customization options associated with this demonstration.
Requirements
The table below outlines the requirements for this preconfigured demonstration.
Requirements
None for this release.
Required Optional
Laptop Router, registered and configured for Cisco dCloud
Laptop with Cisco AnyConnect® IP Phone
Mobile Phone
About This Solution
This script goes through the new features on UCCX 12.5. You will be able to go through:

Demonstration Guide
Cisco dCloud
Topology
Note: For information on the UCCX 12.5 EFT topology, see the UCCX 12.5 EFT setup guide.
Session Users
The table below contains details on preconfigured users available for your session.
User Details
User Name Role User ID Password Endpoint Devices Extension

Sandra Jefferson Contact Center sjeffers C1sco12345 Workstation 4 Cisco 1080 Jabber
Agent Jabber
Rick Barrows Contact Center rbarrows C1sco12345 Workstation 3 Cisco 1082 Jabber
Supervisor Jabber
Get Started
BEFORE PRESENTING
Cisco dCloud strongly recommends that you perform the tasks in this document with an active session
before presenting in front of a live audience. This will allow you to become familiar with the structure of the
document and content.
It may be necessary to schedule a new session after following this guide in order to reset the environment to
its original configuration.
PREPARATION IS KEY TO A SUCCESSFUL PRESENTATION
NOTE: It may take up to 60 minutes for your session to become active.
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This scenario will go through the Finesse enhancements:
• How to resize and also drag and drop gadgets.
• Keyboard shortcuts.
• Edit custom variables.
VALUE PROPOSITION: These new 12.5 enhancements enable the agents to work faster and to allow the
agents to change the view of many items on their Finesse desktop so that they can see them the way they
would like to see them.
Steps
Step Dialog Demonstration Steps
1. Customer Service Representative: On Workstation 4 (as Sandra Jefferson):

Hi, I am Sandra Jefferson, an agent • Open Demo Browser using the icon in the bottom left
at Cumulus Finance. of the task bar.
I’ll first log onto my Finesse agent
desktop to get started. I enter my
username and password and then
NOTE: This will start an automated pre login process on
my extension on the next screen.
the CloudCherry website. You don’t need to do
anything, just wait 10/15 seconds until the automation is
done. Once completed you will get the usual Session
Configuration and Bookmarks pages.
• The Demo Browser will load the Session

• Close the task bar that says Chrome is being
controlled by automated test software.
• Select Demo Links > Finesse Agent Desktop.

• At the prompt, log in as sjeffers with password
C1sco12345. Next, enter extension 1080 and click
Sign In.
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2. The first new feature coming into

Finesse that I am going to show you
These are the tabs:
is how to resize and also drag and

drop gadgets.
The tabs are displayed down the
left-hand side of the screen and I
can see Stats, Manage Chat And
Email, SMS and CloudCherry. I can
change from one to another. • Select Stats to display the gadgets for that tab.
I can play with resizing the gadgets

in the Stats tab. The Stats tab looks
like this when you look in the agent.
I can use the mouse cursor to make

the gadget any size I want. • Move the mouse cursor to any edge or corner of the
gadget until a double-headed arrow appears.
The gadget is now in resize mode

• When this arrow appears, click and drag it to make the
gadget larger or smaller.
• To make the gadget horizontally bigger, move the
cursor to the left or right edge of the gadget until it
turns into the double-headed arrow. Now the width
can be increased.
• To make the gadget vertically bigger, move the cursor
to the top or bottom edge of the gadget until it turns
into the double-headed arrow. Now the height can be
increased.
• To resize both horizontally and vertically, move the
cursor to one of the corners of the gadget until it turns
into the double-headed arrow. Now the height and
width can be increased at the same time.
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• Press and hold down the left mouse button and drag
to resize the window to the size you want.
As gadgets are being resized a dotted line displays, this
shows that there is more space to be used by the gadget.
• When you are happy with the size release the mouse
button.
The gadget is resized.
The second new feature that I am • Move the mouse cursor over the title bar of the
going to show you is how to drag gadget.
and drop gadgets.
Drag and drop is a simple and
intuitive way to work with gadgets.
Drag and drop involves moving the
cursor over a gadget, selecting it
and moving it to a new location.
This allows you to customize the tab
by dragging and dropping gadgets
in different locations on it.
• Press and hold down the left mouse button to select
Have a play with this, I can drag the the gadget.
gadgets to any position as long as
there is space, denoted by the line. The 4 arrows cursor shows up, down and both sides. This
cursor is for moving the gadget to a different place on the
screen.
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• Move the mouse while holding the left mouse button

down. This is called dragging.
• Once you have moved the gadget to where you want
to place it, release the mouse button to drop the
gadget in the new location.
This is how the tab looks now with all gadgets resized and
dragged and dropped into different positions.
• If you want to restore the gadgets to where they were

originally, just click on Reset Layout.
• Then you need to click OK on Reset Layout

Confirmation.
• The Layout is restored as it was originally.
3. The third new feature in Finesse that

I am going to show you is how to
• To see a list of keyboard shortcuts, click on your agent
profile and expand it.
open the shortcuts list and start
using keyboard shortcuts.
Shortcuts are a handy way for the
agent to perform typical actions,
such as changing the status from
Not Ready to Ready.
There are a couple of ways to show
the keyboard shortcuts list, one
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using the mouse and the other using • Select Keyboard shortcuts to display the list on the
Ctrl-Alt-F. screen.
Keyboard shortcuts are a good way • The other way to display the list of keyboard shortcuts
to help agents perform desktop is to press Ctrl+Alt+F on your keyboard.
tasks quickly rather than using only
Here you can see Group, Action and Shortcut key.
the mouse.
4. Let’s go ahead and test the

shortcuts. The first action I will show
To show Agent state as not ready.
• Press Press Ctrl+Alt+N .
you is how to make agent ready /
not ready with the shortcut.
This is really easy and you can use
your keyboard arrows to select the
reason for Agent state not ready.
• Use the up and down arrows on the keyboard on the

bottom right to select the reason from the list, Break,
Paper Work or Training
• Press Enter.
To show Agent state as ready.
• Press Press Ctrl+Alt+R .
As you play with this shortcut you can see that the Recent
State History gadget displays the State changes.
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5. Now let’s make a call and answer it

with the shortcut.
To make a call
• Click to open a new tab on the browser and you get a
First of all, let me explain how you new bookmarks page.
can get a call delivered to the
• Click on Demo Links and then select Demo Website.
agent.
When you open the Demo website
• Click on Talk to an expert on the right.
This will bring up a popup.
• Click on Call Us.

• Call an Expert now shows all the numbers. Using the
phone associated with your customer profile, make a
call to the Main phone number. The Main phone
number is your session’s inbound DiD (direct inward
dial) number. An example is shown here:
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6. NOTE: Depending on the vertical NOTE: In this demo you will be recognized as Tyler
selected, you need to use the Anderson regardless of your dCloud customer profile.
appropriate options: You need to have all the demo users recognized as
Tyler Anderson.
Vertical: Finance:
First IVR Menu: (1) mortgage; (2)
advisor; (3) retirement;
Second IVR Menu: (1) Deals; (2) NOTE: Since speech recognition is enabled, you can say
Rates; (3) Comparison; the highlighted words instead of pressing ENTER.
Vertical: Travel: • At the first IVR menu, always Press 1 or say the
First IVR Menu: (1) deals; (2) highlighted word.
booking; (3) other;
• At the second IVR menu, you can press either 1, 2, or
Second IVR Menu: (1) Italy; (2)
3, or you can say any of the highlighted words if you
Tahiti; (3) America;
prefer to show speech recognition.
Vertical: Utility: NOTE: If you are in a noisy environment such as a trade

First IVR Menu: (1) service; (2) show, be sure to MUTE the microphone of the calling
outages; (3) bill; phone as you dial the DID number for your session, or
Second IVR Menu: (1) Start; (2) the speech recognition will pick up the noise, and the
Stop; (3) Transfer; demonstration will not flow properly with the call
variables popping properly on the Finesse gadget.
Vertical: City Services:
First IVR Menu: (1) charity; (2)
hours; (3) trash;
Second IVR Menu: (1) Police; (2)
Fundraising; (3) Locations;
Vertical: Healthcarde:
First IVR Menu: (1) cleaning; (2)
training; (3) menu;
Second IVR Menu: (1) Bathing; (2)
Dressing; (3) Laundry;
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7. To Answer / Accept Call To Answer / Accept Call

What I’m going to demonstrate here
is that pressing Control+Alt+A
instead of clicking on the Answer
Call button I can answer the call and
that pressing Control+Alt+E instead
of clicking on the End button I can
end the call.
• The call connects and instead of clicking on the

Answer button, press Ctrl+Alt+A
• When the call is answered the sceen shows Talking

mode.
• Instead of clicking on the End button Press Ctrl+Alt+E

to end the call.
• The call is ended and you go back to Ready.
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8. Show how to edit custom

variables.
• Make a new call into the demo using the instructions in
step 5 and step 6.
Here I will show you how to: On the Finesse Layout you can see Customer Name, Call
Reason, Sub Reason and other details regarding the
1. Make a call.
customer.
2. Answer and see variables.
3. Edit variables.
This new feature is good for when

the agent wants to update custom
information, for example, the
customer makes a call and they say,
• Click into the email field and replace
no, this email address is not correct
@dcloud.cisco.com with @gmail.com.
anymore. My email address is now
Tyler.Anderson@gmail.com. • At this point, you have 2 options. You can either Save
this information so that the customer information can
be updated.
• Or you can Revert to undo the email change.

• Save this information and there is a message saying
Saved Successfully.
• You can now drop the call.
• This concludes the Finesse Enhancements scenario.
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This scenario will go through the new Analyzer on cloud, showing its dashboards and reports.
VALUE PROPOSITION: The Analyzer is a cloud based reporting tool that can take input from both Cisco on
prem and cloud based contact centers, allowing a customer to have the same Analyzer reporting engine no
matter which Cisco CC platform they are working with. Whether the customer sticks with one Cisco CC
platform, or if they transition from one to the other platform, or if they have both on prem and cloud platforms
from Cisco, the cloud Analyzer can be their single reporting tool for all of those options. In this demonstration,
the cloud - based Analyzer will be reporting on the UCCX on prem abandoned contacts. You will also notice
other abandoned contacts coming into the Analyzer via the dCloud Webex CC and Packaged Contact Center
Enterprise demos, as this Analyzer will be reporting across all dCloud CC platforms.
Steps
1. Next we will show you the

cloud-based Analyzer, and
On Workstation 4 (as Sandra Jefferson):
• You just ended scenario 1 with you logged in, so you don’t
specifically the Abandoned
need to log in again. You can move forward with scenario 2.
Contacts Dashboard.
2. I will open up the Abandoned

Contacts Dashboard within the
• Open a new tab on the browser, go to demo links and click
on the Cisco Analyzer website.
Analyzer.
• On the Login screen enter the email address as
dcloudanalyzer@gmail.com.
• Click Next.
• Enter the password as C1sco12345!
NOTE: Please take care to the exclamation mark at the end of

the password. This because a more secure password is
needed for this website.
• Click Sign In.
• Once Analyzer has come up, the first thing you need to do is
to click on the dashboard icon on the left. It is the third one
down.
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• The Dashboard screen displays. Click on Stock Reports to

the right.
You can see here that there are

folders with built-in stock
dashboards comprised of both
real time and historic data
report mashups.
• Once you click on Stock Reports you see 3 more folders.
There is also a folder labeled
Business Metrics. This is the
folder that we need to look
within to find the Abandoned
Contacts Dashboard.
• Click on the first one Business Metrics.

In Business Metrics there is only one dashboard, which is
Abandoned Contacts.
• You need to hover the mouse at the top and then click on
the 3 dots icon on the right.
• From the pop up select Run.
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• A new tab opens for Analyzer, the default shows the last 7
days. The analytics show the number of abandoned calls in
the last seven days.
We can see the mash-up of

reports that are included within
this particular dashboard, and
we can modify the timeframe of
the information presented.
NOTE: Abandoned calls are calls which are dropped by the

customer while in queue.
• You click on Duration to the right and here you can change
the period.
I will change this to the duration

that I want to display on
Analyzer dashboard.
Just explore the Abandoned Contacts dashboard. For example,

the Abandoned Contact Details should show recent abandoned
I can see a lot of valuable calls.
information from this one
Abandoned Contacts
dashboard! As we look at the
list of reports within this
dashboard, you can see that it
shows me the channel
abandoned counts, I can follow
the flow of the contacts within
the Sankey Chart to see where
contacts abandon most, and at
the bottom of the screen, I can
even look at the details of
individual abandoned contacts, • Click to Close the tab to go back to the Analyzer interface.
and more!
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3. Let’s see some of the individual

reports that went into creating
• Let’s see how to view the single reports composing the
above dashboard.
this dashboard.
• Click on the second icon, which is Visualization.
As I go back to the Analyzer
tool and click on the
Visualizations icon, I get into
the reports within the Analyzer
tool. • Click on Stock Reports.
Clicking into the Stock Reports
folder, you can see that there
are many types of reports,
historical, real time and
business metrics, built into the
Analyzer. • Click on Business Metrics.
We will open a few of the The first one is Abandoned Contact Details.
reports within the Business • You need to hover the mouse at the top and then click on
Metrics folder. These are the 3 dots icon on the right.
reports that you already have
seen in the Abandoned
Contacts Dashboard. We are
showing this as an example of
how that dashboard was built
from individual reports within • From the pop up select Run. A new tab opens.
the Analyzer tool.
• The tab is showing the Abandoned Contact Details. It

shows the time of call and the wait before the call was
dropped. It also shows all the previous abandoned calls.
• Scroll to go through pages with all the previous abandoned
calls.
• Close the tab to go back to the Analyzer interface.
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• The next report is Abandoned Contacts by Stage. Click

Run as before.
This Abandoned Contacts by
Stage chart shows a color-
coded graph showing
abandoned calls and the color
orange denotes that most were
dropped during IVR which the
customer first gets when
making a call and choosing Look at the Abandoned Contacts by Stage graph.
menu options. The Pink color
denotes the rest of the calls
were dropped after 1 minute in
the queue. The other colors
show when the call was
abandoned, between one
minute to five, then five to ten • Close the tab to go back to the Analyzer interface.
minutes, or more than ten
minutes.
• The next card is Customer Journey. Click Run as before.
Although the journey graph

looks quite complex, it is
showing the customer journey
of all the different calls coming
into the Call Center, using the • This card shows the Customer Journey.
color codes.
For example, there were
inbound calls and they hit IVR,
then they went on different
services, some were self-
serviced and some calls were
abandoned. • Close the tab to go back to the Analyzer interface.
• This concludes the Analyzer scenario.
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This scenario goes through the new CloudCherry integration. You will be able to make a call and explore the
CloudCherry gadgets on the agent and supervisor desktops.
VALUE PROPOSITION: This is a sample of what kind of customer feedback information may be made available
to agents within the agent's Finesse desktop integrated with CloudCherry reports. This is only a sample of what
may be possible, as the final design of what information can be in the Finesse agent desktop will not be
available until the UCCX 12.5 FCS release.
Steps
1. Let’s take a look at a sample

CloudCherry gadget on both the
On Workstation 4 (as Sandra Jefferson):
• You just ended scenario 2 with you logged in, so you
agent and supervisor Finesse
don’t need to log in again. You can move forward with
desktops.
scenario 3.
• Set the agent to Ready state. This will make the agent
ready for calls.
2. Now you can deliver a call.

• Follow instructions in Scenario 1, steps 5 and 6 to
make the call.
• Once call is delivered, just answer it.
3. As a call comes in and I click on the

CloudCherry tab within Finesse, I
• Click on the CloudCherry tab on the left toolbar.
As you can see CloudCherry is showing information about
can see feedback that this caller has
Tyler Anderson’s customer journey.
provided to us on past contacts with
us. Whether it was as a post-call NOTE: If you do not see the gadget populating data for
survey response, a post-chat Tyler Anderson, just log out, close and open again the
survey, or any of the 17 touch point browser, and log back in.
feedback response types provided
by CloudCherry, this is important
information for me to see to
understand this customer's journey
with us, and what their experience
was along the way.
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Note that as I scroll down on the

main window (center of the gadget)
that I can see other information from
this customer, such as information
pulled down from a 3rd party
system such as a CRM.
4. On Workstation 3 (as Rick Barrows):

• Open Demo Browser using the icon in the bottom left
of the task bar.
NOTE: This will start an automated pre login process on

the CloudCherry website. You don’t need to do
anything, just wait 10/15 seconds until the automation
is done. Once completed you will get the usual Session
• The Demo Browser will load the Session

• Close the task bar that says Chrome is being
controlled by automated test software.
• Select Demo Links > Finesse Agent Desktop.

At the prompt, log in as rbarrows@dcloud.cisco.com
with password C1sco12345. Next, enter extension
1082 and click Sign In.
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5. As a supervisor, it is great to have

summary views of how our
• Click on the CloudCherry tab on the left toolbar.
Here you can see Key Metrics and NPS trend.
customers feel about their
experiences with us. I can easily see
on this CloudCherry supervisor
dashboard an overall view of how
our customers feel about us, and I
can quickly drill into elements of this
dashboard if I need to, to get right
to the heart of where our customers
are experiencing issues so I can
help resolve them. • Scroll down to see NPS by channel and more
dashboards.
Also, any of the report elements
within this dashboard that have this
icon can be clicked into, or drilled
down into by clicking on the report
element.
This concludes the CloudCherry scenario.
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This scenario will go through the new Smart Licensing feature. The first part is only for your knowledge as you
won’t be able to make it live on the demo. Then you will be able to register the demo with a provided Smart
Licensing token.
VALUE PROPOSITION: This release introduces Smart Licensing that delivers visibility into your license
ownership and consumption. Smart Licensing helps you to procure, deploy, and manage licenses easily and
report license consumption. It pools license entitlements in a single account and allows you to move licenses
freely through the virtual accounts.
Steps
1. The first thing I am going to show

you is how to get a token on the
Note: This step of the scenario is only for your
reference. You don’t need to do anything on the
smart license account. demo. You will need to do the second step of the
scenario.
• Open software.cisco.com on your browser.

• Login using your CCO account.
• Click on Smart Software Licensing to open your
account.
You will see your smart license account details at the

top right of the screen.
• Click Inventory.
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Cisco dCloud
This screen displays all your virtual accounts.
• Select the account you want to use to provide the

license to your system.
Here I can see for the individual • Click on License to see how many licenses you
accounts, how many licenses have have for your account.
been purchased, that there are
currently none in use and the
balance.
As no licenses are in use the
balance is +2, if there was 1 license
in use, the balance would be +1.
If 3 licenses were in use the column
would show a balance of -1 and
you would receive a warning from
Now you need to generate a token for this account.
Cisco to purchase a new license.
• Click back on the General tab.
• Click on New Token.
The Create Registration Token page opens.
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• Enter a Description for this token (e.g. dCloud

UCCX Demo Token).
• Enter the number of days you want to keep this
token. The default is 30.
You don’t need to specify a maximum number of uses.
Any number of systems can use this token.
• Click on the Create Token button.
Here you can see that your token has been created and
that it is going to expire in the number of days you have
selected above.
If you click on actions, you can see that it is possible to
revoke the token.
If you select Revoke, you will see a new Remove

button and you can click on it to remove the token.
Once you have created the token you need to copy it.
• Click Copy at the top of the drop down list.
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2. Now let’s see how to apply the

token to your system.
Note: This step of the scenario will need to be done
on the demo.
• Follow instructions in Scenario 1, step 1 to open a

new browser and get a new Bookmarks page.
• Click on Customer Collab-Express Links and then
click to open the UCCX Admin. Then click on
Cisco Unified Contact Center Express
Administration.
• Log in as administrator with password
C1sco12345.
3. First of all, I need to switch UCCX

from classic licensing to smart
The UCCX Administration screen opens.
• Click on System > License Management.
licensing. This requires a restart of
the UCCX server.
• Click on the Smart .Licensing button to switch to

Smart Licensing.
• Select Perpetual Premium as License Type.
• Click on Enable and Proceed.
• Click OK to accept to enable Smart Licensing.
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• Click OK to accept to restart UCCX Server.
• Click the Transport Settings button on the Smart

License Management page.
• Leave Transport Settings as Direct, click on Test

Connection and you will get a Successful
message. Then click on Save.
Under the Smart Licensing Details you can see that

the status is Unregistered.
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4. Then, I need to register the demo

with the provided token, and it is
• Click on the Register button.
very easy.
• Then you get a popup where you need to paste the
I can re-register this system even if
token.
it has already been registered. It will
happen in the cloud because all the
sessions of this demo are basically
the same session.
• Paste in this token.

ZWU2YjRlNjktYjFiYi00ZWJjLTk5ODctM2FjMGUxMWNiO
WE5LTE1OTA1MTE1%0ANTUxNDd8ekR2c1JwMUIwMj
hVMzJMRStkRVhDNG5TdFV0djQ5YmlXZk9VZFZn%0Ac
GQ1Zz0%3D%0A
Note: Copying the token from pdf file will result in

spaces in the token when you paste. Ensure these
spaces are removed or the token won’t work.
Check Reregister this product instance if it is already

registered.
Note: It is important to check the box Reregister this

product instance if it is already registered.
• Click Register.
The registration takes a few seconds then you can see
that the registration completed successfully.
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• Click Cancel to close the popup.

The system refreshes and you see that this system is
now registered.
5. • We need to restart the UCCX Server now, as

requested when we moved from Classic Licensing
to Smart Licensing.
• Select Cisco Unified OS Administration on the top
right of the administration interface. Then click Go.
• Log in as administrator with password dCloud123!

• Click on Settings > Version.
• Click on the Restart button. Then click OK to

confirm you want to restart UCCX Server.
Note: It will take between 15 to 20 minutes to get the

system again up and running.
This concludes the Smart Licensing scenario.
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Conclusion
This concludes the UCCX 12.5 EFT - What’s New in 12.5 demonstration.

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Demonstration Guide

Cisco Unified Contact Center Express 12.5

Last Updated: 3 December 2019

About This Demonstration

This guide for the preconfigured demonstration includes:

About This Demonstration

About This Solution

Scenario 1. Finesse Enhancements

Scenario 4. Smart Licensing

There are no limitations associated with this demonstration.

There are no customization options associated with this demonstration.

None for this release.

Laptop with Cisco AnyConnect® IP Phone

About This Solution

Scenario 1. Finesse Enhancements

User Name Role User ID Password Endpoint Devices Extension

NOTE: It may take up to 60 minutes for your session to become active.

Scenario 1. Finesse Enhancements

Step Dialog Demonstration Steps

1. Customer Service Representative: On Workstation 4 (as Sandra Jefferson):

• The Demo Browser will load the Session

• Select Demo Links > Finesse Agent Desktop.

2. The first new feature coming into

is how to resize and also drag and

I can play with resizing the gadgets

I can use the mouse cursor to make

The gadget is now in resize mode

• Move the mouse while holding the left mouse button

• If you want to restore the gadgets to where they were

• Then you need to click OK on Reset Layout

• The Layout is restored as it was originally.

3. The third new feature in Finesse that

4. Let’s go ahead and test the

• Use the up and down arrows on the keyboard on the

5. Now let’s make a call and answer it

This will bring up a popup.

• Click on Call Us.

Vertical: Utility: NOTE: If you are in a noisy environment such as a trade

7. To Answer / Accept Call To Answer / Accept Call

• The call connects and instead of clicking on the

• When the call is answered the sceen shows Talking

• Instead of clicking on the End button Press Ctrl+Alt+E

• The call is ended and you go back to Ready.

8. Show how to edit custom

This new feature is good for when

• Or you can Revert to undo the email change.

Step Dialog Demonstration Steps

1. Next we will show you the

2. I will open up the Abandoned

NOTE: Please take care to the exclamation mark at the end of

• Click Sign In.

Step Dialog Demonstration Steps

• The Dashboard screen displays. Click on Stock Reports to

You can see here that there are

• Click on the first one Business Metrics.

• From the pop up select Run.

Step Dialog Demonstration Steps

We can see the mash-up of

NOTE: Abandoned calls are calls which are dropped by the

I will change this to the duration

Just explore the Abandoned Contacts dashboard. For example,

3. Let’s see some of the individual

• The tab is showing the Abandoned Contact Details. It