Service Cloud CX: CTI Toolbar
Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE), Freeswitch, FusionPBX
Integration between Cisco Contact Center and Oracle Service Cloud (aka Oracle CX, formerly known as RightNow).
It provides an 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
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,
- Not Ready