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Sukhadeo Prasad
Beginner

UCCX - SocialMiner

Hi,

 

Platform - UCCX 11.5, SocialMiner 11.5

 

We are developing CTI connector for MS Unified Service Desk. Connector is supposed to handle voice and email channels.

 

For Voice we used finesse api and xmpp events and implemented voice channel.

 

For email does finesse api (on UCCX) support operations like set ready/not_ready state. Also does xmpp server fires events when there is new email. 

 

For fetching email and reply email, i can use SocialMiner email api. 

 

Or do i need to connect to any other component to get notified for email related events.

 

Thanks,

Sukhadeo.

1 REPLY 1
Sukhadeo Prasad
Beginner

All done except routing emails to agents. So i implemented agent inbox same way it is in "Manage Email and Chat" gadget on UCCX.
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