ACTIVE_Javascript CTI Toolbar

Javascript CTI toolbar
Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Integration between Cisco Contact Center and your CRM

Embed this Javascript within your CRM solution in order to obtain a fully functional agent state and call control CTI toolbar. This third-party CTI integration requires no installation on the agent desktop, and uses Cisco Finesse only on the server side. Agents will only see your CRM as interface

Customer information screen-pop

Any information in UCCE such as ANI, DNIS, and ECC variables can be used to pop up a customer profile. The example to the right shows this toolbar within Microsoft Dynamics CRM

1. Screen pop with incoming call.

2. Show multiple customers mapping a callerID or variable set from ICM.

3. Show customer details information if callerID or variable.

Architecture

The CTI Toolbar Java library in the browser of the callcenter agents accesses our generic connector on the server, which communicates with the Cisco Finesse Server. If you have Mediarouting enabled (for example for chat or email), it also connects to the Socialminer UQ API of UCCE/ PCCE or to the UCCX Mediarouring engine to handle non-voice requests.

Email and Chat

Handle Cisco UCCX non-voice channels (chat, email etc.) from within the CRM interface via CTI Toolbar by leverage on Expertflow's Chat Engine or the CCX Mediarouting Engine.

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CTI Call controls

Controls/buttons on the toolbar change based on the current state of the agent/call and on the telephony event fired from the contact center. Using the communication toolbar, agent can perform the following actions,

  • Accept an incoming call
  • Hold/Resume/Release call
  • Consultative or blind call transfer to Siebel contacts or extensions
  • Conference call.
  • Call wrap-up

* blind transfer in case of CCX only supported in 11.6 or higher.

Agent State Controls

The CTI toolbar within Oracle Siebel CRM also allows the agents to manage their states. The following state controls are supported,

  • Login
  • Logout
  • Logout with reason code
  • Ready, Not Ready, Not Ready with reason code

Ports 61616, 8161, 5222, 5223, 7071, 7443, 8080, 80, 443, 8443, 123, 53 need to be open between the agent session and the Generic connector server.

Hardware Requirements

Upto 50 agents51-400 agents
Server Cores2 Cores4 Cores
RAM4 GB4 GB
Hard Disk10 GB20 GB

Software Requirements

Operating SystemWindows Server 2012 R2 64-bit or above

Hardware Requirements

Upto 50 agents51-400 agents
Server Cores2 Cores4 Cores
RAM4 GB4 GB
Hard Disk10 GB20 GB

Software Requirements

Operating SystemWindows Server 2012 R2 64-bit or above

The connector interacts with Cisco Contact Center on one side and Siebel Communication Server on the other side, essentially translating state changes between the two solutions. In addition, it stores temporary information used during call transfers from one agent to the other. On Siebel side, native Siebel Communication Server functionality is used. Siebel Communication Server enables a native toolbar in Siebel within the Agent's Siebel Web client.