Applying Cisco Unified Contact Center Express for support team

[ThaiSon]

I am newbie and I looking the system apply for support team. I found the Cisco Unified Contact Center Express and I have some question for it. Could anyone help me please?

1- Does Cisco call center support call waiting?

2- How does it handle busy line? If agent too busy and how it record content of call? where data recored?

Thank you for any help.

Best Regrad,

Thai Son

[Chris Deren]

1. UCCX is all in one contact solution and it supports Queueing via it's ACD capabilities

2. UCCX monitors state of agent line and it the line is busy the agent state is busy and thus calls from CCX do not get presented to that agent, only agents in Ready state get selected as destinations when call is arriving via UCCX ACD.

---

[ThaiSon]

So, if all agent are busy with other calls, the new incoming calls will go
queue waiting or customer have to call on next time?

The second question, if customer waiting too long time and they turn off
call, does agent know it?

When agent take call from customer, does agent know information of customer
such as their name, address, job title?

Does UCCX have report for how many incoming, outgoing, missed call?

Thank you for help.

Sincerely,
Thai Son

[Chris Deren]

So, if all agent are busy with other calls, the new incoming calls will go
queue waiting or customer have to call on next time?

>> CORRECT

The second question, if customer waiting too long time and they turn off
call, does agent know it?

>> The call will be abandoned and show as such in reports, agents will not know necessarily as they were never presented the call, the agent desktop (Finesse) will show overall number of calls waiting in queue dropping

When agent take call from customer, does agent know information of customer
such as their name, address, job title?

>> Not unless you pull this information from somewhere, i.e. database, Salesforce, ask caller, etc.  

Does UCCX have report for how many incoming, outgoing, missed call?

>> Yes, UCCX comes with extensive/robust reporting

[ThaiSon]

The call will be abandoned and show as such in reports, agents will not know necessarily as they were never presented the call, the agent desktop (Finesse) will show overall number of calls waiting in queue dropping

-- Does it show phone number of customer (who dropped call) on the agent desktop (Finesse) for agent call back them later?

You pull this information from somewhere, i.e. database, Salesforce, ask caller, etc. 

-- Your mean, the UCCX have own database and we can integrate UCCX database with other software. After that agent can see who is calling to support team. Is it right?

Does UCCX record conversation between agent with customer for we tracking agent work performance later?

Thank you

[Chris Deren]

The call will be abandoned and show as such in reports, agents will not know necessarily as they were never presented the call, the agent desktop (Finesse) will show overall number of calls waiting in queue dropping

-- Does it show phone number of customer (who dropped call) on the agent desktop (Finesse) for agent call back them later?

--- Abandoned call in queue would not be visible to agent as agent was not presented the call yet, if call was abandoned while agent was selected and phone was ringing, then yes.

You pull this information from somewhere, i.e. database, Salesforce, ask caller, etc. 

-- Your mean, the UCCX have own database and we can integrate UCCX database with other software. After that agent can see who is calling to support team. Is it right?

--- What I mean is that UCCX premium licenses allows you to integrate with external database from within a script to query for data, or you can also perform API calls or XML lookups from scripts.

Does UCCX record conversation between agent with customer for we tracking agent work performance later?

--- Do you mean record the calls? If so, then you need another recording application such as Cisco AQM or third party.

---

[ThaiSon]

- So, Does UCCX have own database? and If they have own database, which information stored in database?

 Best Regard,

[Chris Deren]

It does have Informix DB to store all of the configuration and historical statistics data for reports, however the DB is read only and you cannot write to it or add custom tables for lookups, etc. you need external supported database for that purpose.

[ThaiSon]

Thank you Chris Deren. 

[Chris Deren]

No problem, please remember to rate all useful posts.

[ThaiSon]

Dear Chris Deren,

I have other question. Does UCCX can integrate with JIRA service desk from Atlassian? If it can't integrate with Jira, which Cisco's product can integrate with Jira?

Best Regard. 

[Chris Deren]

I cannot speak to JIRA as native integration, but if you can either query JIRA's database or if there is an API that you can access on JIRA side then that would be an option.