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Beginner

Instant Messaging of Finesse

Hello, There is a function in UCCX 10.5 Finesse Instant Messaging, which jabber can integrate with Finesse Desktop. Where can I find the setting?


Thanks

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Frequent Contributor

From the UCCX 10.5 Design Guide

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/UCCX_BK_C2EB4F58_00_cisco-unified-contact-center-express-10-5_chapter_00.html#UCCX_RF_W4C3D80B_00

Finesse Agent Desktop for UCCX supports multisession chat and generation of reports when the administrator adds the gadgets to the desktop. The following gadgets are available:

  • Chat Control Gadget—Allows the agent to control the chat state and to accept incoming customer chat requests.

  • Manage Chats Gadget—Allows the agent to handle multiple chat sessions and choose the available predefined responses.

  • Chat Agent Statistics Report Gadget—Provides the agent statistics.

  • Chat CSQ Summary Report Gadget—Provides the agent statistics and contact statistics for a CSQ.

For support using UCCX multisession chat, open a TAC case.

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That doc refers to web chat functionality does it not? Rather than IM chat for presence?

I cant seem to find any reference to integration with CUP IM in finesse desktop - is it not supported?

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Frequent Contributor

Finesse desktop does not support IM.

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Cisco Unified Contact Center Express 10.0 Data Sheet - Cisco

On datasheet of ccx 10.0 :

Cisco Unified CCX Instant Messaging

●  Integration of the Jabber platform into the Cisco Finesse desktop is supported for instant messaging between agents, agents and supervisors, and agents and subject-matter experts outside the contact center.

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Brilliant- now to find a doc that tells you how to implement it...

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Yes i don't find one doc about how to implement it ....

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Cisco please respond

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Does this thread answer your question?

https://communities.cisco.com/message/183609#183609