Call Parking Gadget
Finesse Gadget for Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Agents can park calls, and handle multiple calls at the same time, switching back and forth between calls. This also known as call swapping/ brokering. This gadgets allows you to execute these actions within a Finesse gadget, and share this info amongst multiple agents and within a callcenter context.

The “parking space”, visible in the Finesse gadget shows a list of parked calls, along with the agent’s name who initially took the call, with attached description,comments and the total park duration. Agents can retrieve any call from this list.

Features

Call Parking transfers the call to an IVR port (IP-IVR or CVP), and makes these parked calls visible to agents in a Finesse gadget. It is possible to configure the gadget to an agent can see all parked calls or only his parked calls.

CUIC Reports

Calls are held on IP-IVR/ CVP. The agent remains in the status indicated by the primary phone call.

We can provide a customized report to indicate the number of parked calls.

Hardware Requirements

Server Cores2 Cores
RAM4 GB
Hard Disk40 GB

Software Requirements

Operating SystemWindows Server 2008 and above
DatabaseMS SQL Server 2008 or higher

Customer Interaction Management

Schedule, track, score customer interactions and context, linked to your CRM
Campaigns
Multi-channel outbound campaign manager, directly from a CRM
Callback
Callers can request a callback either from a webpage or while waiting in a calling queue
Surveys / Quality Assurance
Quality Assurance and Customer (satisfaction) scores after a call / interaction
Customer Profiles
Add/ edit customer records on-premise. Sync Customer profiles from the corresponding CRMs
Interaction history
Follow a customer's journey across channels (IVR, Voice, Email, Chat, Social, SMS). Do the same per agent and link it to your CRM
Agent Guidance
Scripted call guides and forms for agents
Tagging and Wrap up
Add tags/ labels/ wrap-up reasons to interactions