ACTIVE_Oracle Service Cloud CX

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

The caller account popup on call arrival happens based on the caller’s phone number. The caller’s number is matched with any of the Service Cloud Contact’s phone number fields and the popup takes place within the Oracle Service Desk interface.

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 and automate parts of a chat with Bots such as IBM Watson, and Google Dialogflow using Expertflow Hybrid Chat
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Hardware Requirements

Upto 50 agents51-400 agents
Server Cores2 Cores4 Cores
RAM4 GB4 GB
Hard Disk10 GB20 GB

Software Requirements

Operating SystemWindows Server 2012 R2 64-bit or above