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.

• Finesse Agent Login in Standalone Agent Desk

  • You can login the Cisco Finesse for agent and supervisor in standalone CX Agent Desk to handle digital and social media interactions in addition to Cisco contact center calls.

  • Finesse Call Controls are used for call handling.

Agent Login

To Login a Cisco Agent in CX-4.5, the Cisco Sync Cronjob is compulsory to run.

A finesse 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. When call is transferred on Jabber Agent Extension, unstable behavior is observed, for details see CIM-12336 In CCX, on a manual OB call, when ending a call transferred from A1 to DN, the dialogState event incorrectly shows CallEnded as 1 while the call is still ACTIVE. This causes erroneous data transmission to the CX core, creating two separate activities on direct transfer. For Details see CIM-10890
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. In CCX, for A2, the Conversation View disappears intermittently. No event is recorded in Conversation View as conversation history. For details see CIM-12218 When a customer disconnects a conference call involving A1 and A2, agents must manually close their conversation view after the other agent ends the call. Specifically, if A1 disconnects after the customer, A2's conversation view needs to be manually closed, and if A2 disconnects after the customer, A1's conversation view needs to be manually closed. For Details see CIM-14282
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