Cisco Contact center integration
Expertflow CX can be integrated with Cisco Contact Center Express and Enterprise for media blending. With Cisco CC integration:
- Agents login to CX AgentDesk using their Cisco agent credentials. Once the agent logsin, he is created on the Keycloak automatically as a user.
- CX AgentDesk is deployed as a Cisco Finesse gadget. All the activities are being stored on the AgentDesk as the interaction history.
- CX agents can see the interaction history of the customer who is on the call.
- Cisco Contact center calls including agent and IVR activities are stored in CX Activities.
- The agent state on Cisco Finesse is synced with the relevant MRD state on the CX AgentDesk.
- An embedded CTI Toolbar is available to CX agents for call controls such as hold/resume, transfer, conference, wrap-up, and end call.
Compatible Cisco Contact Center releases
| Cisco UCCE | Cisco UCCX | |
|---|---|---|
| Cisco Finesse | ||
| Cisco PCS | ||
| Hard phones | ||
| CIPC | ||
| Cisco Jabber | ||
| Cisco WebEx | ||
| Call capabilities | ||
| Transfer call | ||
| Consult call | ||
| Conference call | ||
| Transfer to external number | ||
| Wrap-up | not pushed | not pushed |