Integration between Cisco Contact Center and ServiceNow
Browser-based CTI client for Cisco UCCE, UCCX, FusionPBX, including a WebRTC softphone
Customer information screen-pop
Any information such as ANI, DNIS, and call 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.
3. Show customer details information if callerID or variable.
Expertflow provides CTI connectors to Microsoft Dynamics, ServiceNow, SAP CIC, SAP C4C, Oracle CX, Oracle Siebel and Salesforce.
CTI Integrated Webphones
Email and Chat
Handle non-voice channels (chat, email etc.) from within the CRM interface via CTI Toolbar by leverage on Expertflow's Chat Engine.
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
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 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 |