Expertflow CX can be integrated with Cisco Contact Center Express and Enterprise for media blending.
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Agents login to CX AgentDesk using their Cisco agent credentials.
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CX AgentDesk is deployed as a Cisco Finesse gadget. All the activities are being stored on the AgentDesk as the interaction history.
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CX agents can see the interaction history of the customer who is on the call.
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Cisco Contact center calls including agent and IVR activities are stored in CX Activities.
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The agent state on Cisco Finesse is synced with the relevant MRD state on the CX AgentDesk.
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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
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Tested on CISCO IP phones only with CIPC version 8.6.1 and with UCCX 12.5
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Call Capabilities |
Cisco UCCX |
Cisco UCCE |
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Transfer call |
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Consult call |
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Conference call |
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Transfer to external number not tested only tested with CIPC Extensions |
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Finesse Wrap-up |
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not pushed |
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EFCX Wrap-up |
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Key |
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Supported and Tested |
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Not supported, Not Tested |
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