Cisco Contact center integration
Expertflow CX can be integrated with Cisco Contact Center Express and Enterprise. See this Architecture Diagram for how CX solution components integrate with Cisco UCCE/X.
The CX Agent Desk communicates with Cisco Finesse to login Cisco Contact Center agents on the Agent Desk and receive CTI events.
Supported Features
Embed Agent Desk as a Finesse Gadget
You can embed the CX Agent Desk in Cisco Finesse for agent and supervisor controls to handle digital and social media interactions in addition to Cisco contact center calls.
Agent Login
To Login a Cisco Agent in CX-4.5, the Cisco Sync Cronjob is compulsory to run.
An agent is logged in to CX Agent Desk automatically upon login to Cisco Finesse for both NON-SSO and SSO and for both UCCX and UCCE.
Upon the Agent Desk login, the system uses the browser cache for state maintenance. Therefore any private browser or incognito-mode blocking browser cache will not work.
Agent State Change
As an agent, you can change your agent state from Cisco Finesse. The state change is synchronized with the CX-Agent state (Cisco CC MRD).
Wrap-up call
As an agent, you can wrap up the call from within the Agent Desk by using a Finesse Wrap-up timer and wrap-ups.
When a call ends, the finesse wrap-up timer starts and you can add Finesse wrap-ups by using Finesse wrap-up codes. Wrap-up codes applied using the Finesse toolbar are part of the call leg and visible in the Agent Desk conversation view as past interactions.
When the finesse wrap-up timer ends, the Agent Desk conversation view closes. You can even add wrap-up codes and notes from within the CX Agent Desk. Wrap-up codes applied from the Agent Desk are just visible in the conversation view but not pushed to Cisco Finesse.
Call Controls
Capability | Description |
|---|---|
Answer call | In addition to Cisco Finesse, agents can see and respond to an incoming call alert from within the Agent Desk. |
End call | In addition to Cisco Finesse, agents can end the call from within the Agent Desk. |
Inbound Call | Agents can handle inbound calls using Cisco Finesse or the Agent Desk. |
Hold/Resume | Available via Cisco Finesse call controls. Not available from within the Agent Desk |
Direct Transfer | Enables agents to transfer the ongoing call using the finesse toolbar along with the active conversation. This feature is available for both queue and extension.
|
Consult Call | Allows agents to initiate a consult call using the finesse toolbar. This feature is available for both queue and extension. The agent can do a consult call using Cisco Finesse controls for initiating a consult call. However, the Consult call activity is not stored as a CX-Activity as part of the interaction history. |
Consult Transfer | Enables agents to transfer an ongoing customer call to the consulted agent using the finesse toolbar. In CCX, when A1 tries to transfer a customer call after establishing a consult call with A2, a duplicate ending event occurs. A1 receives an error message indicating a session issue, while A2 receives a misleading error message but retains the conversation view. For Details see CIM-14253 |
Consult Conference | Enables agents to add a consulted agent to an ongoing customer call resulting in a conference call using the finesse toolbar.
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Consult/Conference/Transfer | Available via Cisco Finesse call controls. Not available from within the Agent Desk |
Manual Outbound Call | Agents can manually dial outbound calls directly from Cisco Finesse. |
Customer Interactions
For an active call, the agent can see the interaction history with the calling customer. For the active call, the agent can also see IVR activities. The interaction history shows past activities with the customer including but not limited to chat, calls, and scheduled activities. See CX Activities for more information.
Compatibility with Cisco Contact Center releases
The solution works with Cisco UCCX and UCCE. Contact center integration limitations are covered in Cisco Voice Channel Limitations