UCCX 11.6 Chat Service between Agent and Supervisor

[cristian.munoz]

Hi All

I performed recently an upgrade to CUCM 11.5 and UCCX 11.6. In the old CAD there was a chat service between Agents and Supervisors. In the Finesse , What should I do to enable this service?

TIA
Cristian

[James Hawkins]

There is no chat facility in any version of Finesse before 12.0.

The facility was added in 12.0 but it uses the Jabber engine so you would need Presence servers and would have to upgrade everything to 12.0 or later.

[Marek (gaman-gt.com)]

Hi Cristian,

Finesse in release 11.6 doesn't have a built-in agent to agent or agent to supervisor chat. This is something that Cisco introduced in release 12.

Prior to this version you need to use other 3rd party solutions. What is available you can find here (recent post): https://community.cisco.com/t5/contact-center/cisco-finesse-agent-to-agent-and-supervisor-to-agent-chat-gadget/td-p/3453842

And one additional link with other vendor: http://www.expertflow.com/internal-chat/

If you would like to have a entire solution, then you can use a chat based on Cisco Webex Teams. Here is a link to free gadegt from Cisco Devnet: https://github.com/CiscoDevNet/finesse-sample-code/tree/master/WebexTeamsTeamAnnouncementsSampleGadget