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Finesse Desktop 10.6 Agent chat

lmrscheff
Level 1
Level 1

Not sure how to apply agent chat to the desktop so that agents can chat between each other. any ideas on how to enable this feature??

3 Replies 3

Deepak Rawat
Cisco Employee
Cisco Employee

There is nothing "out of the box" or a sample gadget that provides Agent to Agent or Agent to Supervisor chat functionality as used to be in Cisco Agent Desktop. Chat with Finesse is currently limited to Chat as a contact. This means that including voice, UCCX and Finesse can be integrated with Social Miner to receive Chat as an incoming media from the customers only.

More explanation is given in the SRND and the Admin Guide:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express
_10_5/config/guides/UCCX_BK_U9F91527_00_unified-ccx-administration-guide-release-10-5.pdf

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express
_10_5/design/guide/UCCX_BK_C2EB4F58_00_unified-cccx-design-guide-10-5.html

Though, there are third party products that can do this, below is a link to a company that has a large set of gadgets, one of which is the feature you are seeking.

https://www.2ring.com/contact-centers/gadgets-for-cisco-finesse/

Regards

deepak

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Hi,

I have UCCX 11 and have requirement of notification which we have in CSD to inform all agents of holiday breaks etc.So will this feature not work with Cisco UCCX Finesse 11 at all now ??

Please let me know

Regards,

DJ

No it will not work. The feature is not there as of now

Regards

Deepak

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