Cisco Contact center integration
Expertflow CX can be integrated with Cisco Contact Center Express and Enterprise for media blending.
Agents login to CX AgentDesk using their Cisco agent credentials.
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
Tested on CISCO IP phones only with CIPC version 8.6.1 and with UCCX 12.5 | ||
Call Capabilities | Cisco UCCX | Cisco UCCE |
|---|---|---|
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 |
| not pushed |
EFCX Wrap-up |
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Key | |
|---|---|
Supported and Tested |
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Not supported, Not Tested |
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