Webphone

SAP
Webphone for Cisco UCCX, UCCE, PCCE

This solution enables agents on a web browser without VPN, nor any installable software to securely login to a Cisco contact center and receive a phone call directly from a web browser.

While other solutions might provide a WebRTC webphone, Expertflow also allows agent state and mediacontrols (via Finesse server). Furthermore the webphone with all its functionality (agent state and media controls, as well as chat) can be directly embedded into a CRM like MS Dynamics, ServiceNow and others.

From a Cisco perspective, these agents are using the “Cisco Mobile agent” setup, as documented in the Cisco features guide, here for version 12.6.

ExpertFlow's Home Working Solution for Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Customer Information Screen-pop

Any customer information such as ANI, DNIS, and ECC variables can be used to pop up a customer profile.

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.

 

Oracle Siebel gadget for Cisco Finesse

As an alternative, Siebel can be embedded in Cisco Finesse as a gadget.

CTI Call controls (CCX, CCE and CUCM)

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 (CCX and CCE)

The CTI toolbar within ServiceNow also allows the agents to manage their states. The following state controls are supported,

  • Login
  • Logout
  • 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.

WebRTC / Webphone for customer calls

You can also use the WebRTC/ Webphone for customers, to enable them to call you via voice/ video directly from your website - see expertflow.com/webrtc