online support services via ucxx

[collinks2]

Hello Everyone ,

We have the following uc applications deployed in my firm

1.cucm version 11.5

2 imp version 11.5

3. Unity connection 11.5

4. Expressway series 8.10

5.jabber guest

6. Jabber clients

7. Telepresence conductor & Telepresence servers

8. TMS

We have unified contact center express but not yet deployed. I would like deploy customer online support services via cisco product. I have been able to deploy cisco jabber guest that provides call links for customer to video chat with us.However this jabber guest does not support live chat incase a customer prefers to chat.

I have read a little about ucxx and some features like finesse associated with it .i would like to ask if ucxx support customer services .if so,can some one simplify the features that need to be installed in the ucxx .

Thanks in anticipation

[david.macias · Accepted solution]

I'm impressed you're going to offer video for your customers, very cool. I would look at integrating SocialMiner to your UCCX instance for chat capabilities.

david

[collinks2]

Thanks david! Could you send me a link where i can download the admin guide
?which version of ucxx is compatible with cucm version 11.5?
Collins

[Anthony Holloway]

Here's a little trick I use: Search Google for "cisco uccx support" and you'll find everything you need to design, implement and troubleshoot UCCX.

[collinks2]

Hi Anthony,

Thanks for the response. I have been reading the guild lines for the implementation of the social miner. However, i have not seen the guide that explains the integration of social miner with the uccx. hope to find it soon.

Meanwhile is there any way i can bypass the license issue cos i am setting this up in a lab environment by taking the snapshot of the virtual machine 

[collinks2]

Hello Anthony,
I have preparing for the integration of social miner with uccx. however ,i
would like to ask questions on uccx and ip ivr. i have installed uccx but i
cant find anywhere to configure ip ivr? Is it that when i upload the ip
ivr-demo lic,ip ivr will be activated . am kind of confused ..

Collins

[Anthony Holloway]

IP-IVR is for Contact Center Enterprise. You don't want that. You'll do just fine with Contact Center Express (UCCX).

[collinks2]

Ok. Thanks for the update. How do i customize interactive voice response in
uccx? I have a customized ivr in cuc.is there a way to link the cuc ivr to
uccx?
The default setting is this : "All of our customer representatives are busy
.....'
when you dial the trigger no. In cuc,it is different. One can add options
like ;to speak with the network support team,press 1,for hardware
team,press 2..

Collins

[collinks2]

Hello Anthony, i have been able to customize the ivr via scripts and
prompts. It's working now. I want to ask if this feature of 'callback' in
social miner requires either uccx or ucce?
collins

[collinks2]

Hello David,
Is cisco fineese 11.6 like Agent Desktop  downloadable from uccx 11.6 admin page?

[Anthony Holloway]

No, it's a URL you reference in your browser.

https://<uccx server>:8445/desktop

[collinks2]

Ok. Thanks for the quick response.

[collinks2]

Hello Anthony,Apart from softphones such as cisco jabber & ip communicator,are there hardphones (desk ip phones) that can be used as IPCC for Agents?
I have been trying to  assign cisco  8945 phone to an Agent but no avail .Thanks in anticipation

Collins

[Anthony Holloway]

Yep, just check the compatibility guide for your version of UCCX

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html

The 8945 is listed as a SCCP based phone for use with Finesse in the latest UCCX 11.6(2) document. There could be configuration issues with the phone, preventing you from using it.

E.g.,

Adding these two groups to the RmCm Application User
Standard CTI Allow Control of Phones supporting Connected Xfer and conf
Standard CTI Allow Control of Phones supporting Rollover Mode

[collinks2]

Ok.thanks.I will check the compatibility guide. My uccx version is 10.5.2.