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 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,
- Ready
- Not Ready
- Login
- Logout
Email & Chat
Handle 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.
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 |
Compatibility with specific versions of Cisco Contact Center
Cisco Unified Contact Center Express (UCCX)
versions | 9 and above |
Cisco Unified Contact Center Enterprise (UCCE)
versions | 9 and above |
Cisco Packaged Contact Center Enterprise (PCCE)
versions | 9 and above |