New Phone Software for FRC

On September 23, 2026, UPE met and conferred with representatives from Sacramento Superior Court over plans to upgrade the phone system at FRC. The Court will now be using Cisco Finesse. This new system will require those taking calls to log into the system on their computer with a unique ID. They will then need to place themselves in Ready mode to receive calls and Not Ready mode when they are not prepared to take a call, such as on break or away from their desk. The new system will not be used as a time clock or to monitor an employee's status in the system.

The Court states the new system will allow for more calls to be placed in the queue and provide better statistics on call volumes so the Court can ensure an adequate number of staff are assigned to the phones. The call handling process will not change. The only difference is the system log-in and the two modes. The Court may assign more staff to cover phones in the future, but UPE and the Court agreed to meet again before any other changes were made.

UPE thanks Shawn Boxer, Andrea Howard, and Julie Valdivia for their representation at this meeting.