Integration between Cisco Contact Center or CUCM and your CRM
What sets the Expertflow solution apart from other CRM connectors is that we also provide controls for chat and digital channels. Secondly, agents can receive phone calls directly through a WebRTC webphone embedded in your CRM, without requiring a physically installed softphone or hardphone.
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.
Contact Center Architecure
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.
Business Telephony Architecture
The CTI connectors are also available to Business Telephony (BT) users, for example on CUCM (Cisco Unified Communications Manager). Cisco discontinued direct support for Salesforce and Microsoft Dynamics on Aug 2011. The difference between BT users and CC agents is that agents also have agent state controls (login, logout, ready, not ready). Technically, BT users control their phoneset via JTAPI and CC users via Finesse.
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. The agent can perform the following actions,
- Accept an incoming call
- Hold/Resume/Release call
- Consultative or blind call transfer
- 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 ServiceNow 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
Email & Chat/ Supervisor Features
Handle non-voice channels (chat, email, etc.) from within the CRM interface via CTI Toolbar by leveraging Expertflow Hybrid Chat.
The CTI connector has a suite of features designed specifically for supervisors.
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
|Windows Server 2012 R2 64-bit or above