Webphone

Expert Flow
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)

Documentation

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.

 

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