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Cisco Contact center integration

Expertflow CX can be integrated with Cisco Contact Center Express and Enterprise.

AgentDesk as a Finesse Gadget

You can embed CX AgentDesk in Cisco Finesse for agent and supervisor controls to handle digital and social media interactions in addition to Cisco contact center calls.

Agent Login

An agent is logged in to CX AgentDesk automatically upon login to Cisco Finesse.

Agent State Change

As an agent, you can change your agent state from Cisco Finesse. The state change is synchronized with CX-Agent state (Voice MRD).

Wrap-up call

As an agent, you can wrap-up the call from within the Agent Desk.

Call Controls

Capability

Description

Answer call

In addition to Cisco Finesse, you can see and respond to an incoming call alert from within AgentDesk.

End call

In addition to Cisco Finesse, you can end the call from within AgentDesk.

Hold/Resume

Available via Cisco Finesse call controls. Not available from within AgentDesk

Consult/Conference/Transfer

Available via Cisco Finesse call controls. Not available from within AgentDesk

Customer Interactions

The agent can see all the active call details including but not limited to agent and IVR activities. All the past interactions across channels are also available in CX Agent Desk. See CX Activities for more information.

Limitations

  • Tested with Cisco UCCX 12.5

  • Tested on CISCO IP phones only with CIPC version 8.6.1 and with UCCX 12.5

Compatibility with Cisco Contact Center releases

Cisco UCCX

Cisco UCCE

12.5

COMPATIBLE

NOT TESTED COMPATIBLE


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