ACTIVE_Oracle Service Cloud CX

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

Integration between Cisco Contact Center and Oracle Service Cloud (aka Oracle CX, formerly known as RightNow).

It provides embedded CTI Connector toolbar within Oracle RN Customer Experience with call and agent state controls, eliminating the need for agents to switch between applications.

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 the Oracle Service Desk interface.

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

Email & Chat

Handle Cisco UCCX non-voice channels (chat, email etc.) from within the CRM interface via CTI Toolbar by leverage on Expertflow's CCX MediaRouting Engine. Parts of a chat can also be automated by using Bots such asa IBM Watson, Google Dialogflow using Expertflow's Chat framework.

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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

Compatibility with specific versions of Cisco Contact Center

Cisco Unified Contact Center Express (UCCX)

versions9 and above

Cisco Unified Contact Center Enterprise (UCCE)

versions9 and above

Cisco Packaged Contact Center Enterprise (PCCE)

versions9 and above