IM contacts?

[CHRIS CHARLEBOIS]

Has anyone worked with a Call Center App that integrates customer-facing instant messaging into the IPCC queues?

The application is a button on a web site that initiates a web chat session, places that session into an IPCC queue (with other contact types, such as inbound calls) can connects that web chat session with the first available agent? Is this possible with UCCX and, if so, want level of license? If not, what third-party app is needed?

[Jonathan Schulenberg]

This is available to the UCCX product through an OEM of eGain Service 7. Cisco calls it Cisco Interaction Manager (CIM) and can be used for email, chat, or both. This involves additional licensing and servers. The primary caveat is that it is *not* blended with voice CSQs (there is some integration on the back end for select reports and configuration). Agents will have a separate ready/not ready state in the CIM interface but it can run within the browser pane of CAD to keep a single-window interface.

The SRND guide provides additional detail.

Cisco Unified Web and E-Mail Interaction Manager Release 4.2(x) for Unified Contact Center Express:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_42/design/guide/cisco_im_ccx_srnd.pdf