cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
2098
Views
0
Helpful
2
Replies

Cisco Email Interaction Manager (EIM) with UCCX 8.5 ?

Jason Aarons
Level 6
Level 6

Anyone using UCCX 7x/8x with Cisco Email Interaction Manager (EIM) ? Looking for some hands on feedback from someone using it.

I have a customer currently using the free UCCX 7x/8x Express E-mail Manager (EEM)(it came out with 7.0(1)SR4 and adds a FIFO Email CSQ that doesn’t integrate using .aef scripts just Agent Desktop/Desktop Administrator)

They want to prioritize other than FIFO, which it appears Cisco Unified E-Mail Interaction Manager can do. They are looking for recommendations on handling email beyond what UCCX can do. They have stated moving to ICM (UCCE) is not a budget option. They have 16 email CSQs and 18 voice CSQs. The Email CSQ pretty much requires a 1 Email CSQ per Agent ratio due to the way Transfers are done with Emails to individuals, which bumps up against sizing issues/A2Q.

2 Replies 2

frzhang
Cisco Employee
Cisco Employee

UCCX 8.x doesn't support EIM. If UCCE is not an option, then standalone EIM deployment is still possible.

egain_karthik
Level 1
Level 1

https://supportforums.cisco.com/message/3360647

eGain now offers a multichannel solution that integrates with Cisco Unified Contact Center Express.

For more details, please contact:

Tibor Vari

eGain Communications

Email: tvari@egain.com

Ph #: (201) 236 8353

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: