Integration between Cisco Contact Center and your CRM
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.
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.
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,
- 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.
|Upto 50 agents||51-400 agents|
|Server Cores||2 Cores||4 Cores|
|RAM||4 GB||4 GB|
|Hard Disk||10 GB||20 GB|
|Operating System||Windows 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.