Service Cloud CX: CTI ToolbarCisco Unified Contact Center Express (UCCX), Enterprise (UCCE) or PCCE

This CTI connector links Oracle Service Cloud (aka Oracle CX, formerly known as RightNow) to Cisco based contact centers (UCCX, UCCE, PCCE). It provides embedded CTI toolbar in Oracle CX for call controls, eliminating the need for agents to switch between applications.

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/End call.
  • Consult call.
  • Transfer call.
  • Conference call.

Agent State Controls

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

  • Ready
  • Not Ready
  • Login
  • Logout

Customer information screen-pop

The caller account popup on call arrival happens based on the caller’s phone number. The caller’s number is matched with any of the Service Cloud Contact’s phone number fields and the popup takes place within Service Cloud CRM interface.

Compatibility with specific versions of Cisco Contact Center

Cisco Unified Contact Center Express (UCCX)

versions 9 and above

Cisco Unified Contact Center Enterprise (UCCE)

versions 9 and above

Cisco Packaged Contact Center Enterprise (PCCE)

versions 9 and above

Hardware Requirements

  Upto 50 agents 51-400 agents
Server Cores 2 Cores 4 Cores
RAM 4 GB 4 GB
Hard Disk 10 GB 20 GB

Software Requirements

Operating System Windows Server 2012 R2 64-bit or above
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