Remote Expert Mobile Integration With UCCE/PCCE

[sabinemattar]

Dears,

After checking the following Remote Expert Mobile Solution Overview and Design version 11.5, it seems that the below features are not supported with Remote expert Mobile:

• Silent Monitor
• Supervisor Barge-In
• Intercept
• Expert Assist Console

Please check the tables in page 7 and 9 in the below reference:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/remote_expert_mobile/remote_expert_mobile_1151/configuration/guide/rcct_b_remobile-solution-guide-11-5/rcct_b_remobile-solution-guide-11-5_chapter_01.pdf

Are these features supported with remote expert mobile 11.6?

If not, do you advise to migrate to eGain and integrate it with UCCE/PCCE?

Thanks.

Sabine Mattar

[sabinemattar]

Dears,

Can you please provide an update on the below.

Thanks.

Sabine