10-27-2013 08:41 PM - edited 03-14-2019 12:39 PM
Hi Folks,
I must be blind but where is the implementation guide for web chat? The overall CCX implementation guide only mentions it in passing and while socialminer is detailed as a requirement I can't see why, socialminer seems to be what the name suggests - negative sentiment capture and action for social media, not for backending web chat for contact center.
Where's TFM so I can RTFM?
10-28-2013 05:55 AM
SocialMiner provides the frontend services for delivering webchat functionality. The UCCX provides the mechanism for queueing WebChats with Voice agents. You don't need UCCX to get the webchat functionality from SocialMiner, however you do need UCCX to capture contact center specific metrics.
Refer to guides for both products on how to integrate, it is relatively simple to setup.
Tanner Ezell
www.ctilogic.com
10-28-2013 02:39 PM
I'd happily refer to both guides but I can't find them :(
10-28-2013 02:56 PM
Everything for SocialMiner is on the docwiki:
http://docwiki.cisco.com/wiki/SocialMiner_Release_9.0(1)
Usual guides for UCCX. It's a fairly simple process, hopefully this gets you started.
Tanner Ezell
www.ctilogic.com
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