Ryan - Thanks for trying things out. This capability should work just like that, so we will need some info.   What browser are you using and version of it? Can you try with a different browser (amongst the Chrome/Firefox/IE/Edge that we support) and check if things work or not. While Invite to group chat is not working does other features like say wrap-up code selection work fine?   ... View more

MS SQL 2017 is not supported for CCX as yet. Please refer to latest compatibility matrix.  ... View more

Please read up the Call Consult Transfer step - and how you can use the Timeout branch. (https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/programming/guide/EditorSeriesVol2.pdf) ... View more

Hi Sasith/Hugo, A typical integration for self help (before the chat is handed over to agent), is to interface with the Bot Engine when end consumer submits a form (like you show, and which is integrated into the website). Only if during the interaction with the Bot Engine, it decides that a human agent needs to get involved, you create a contact and inject into SocialMiner (for routing to an agent). During the creation of the contact, various values can be sent over (as fields in the contact object). The screen shots you attached does not exactly indicate when you get the HTTP 400 (invalid request) error. If you are getting it right when you submit the form to the Bot Engine, then SocialMiner is not in the picture yet. If the Bot Engine is not recognizing the request because of the " %0D %0A " then you need to find out what the Bot Engine will honor. Besides, this issue is separate from the initial query we had as to "where you intend to see the multiline description". More details about the problem will help us debug the issue if it is in the path of integrating with SocialMiner. Thanks ... View more

Hi, This is described in the CCX Design Guide "Server Capacities and Limits" section specially Tables 4 and 3. The SocialMiner small OVA profile goes with the CCX small profile which supports upto 100 agents. Out of these 60 can do emails (not all 100) and the emails volumes that can be handled per hour are as follows * with smaller attachments - 100 per hour * for cloud mail servers - 75 per hour * with larger attachments - 25 per hour Let us know if more question. Regards ... View more

Hi Sylvester, Apologies for late response on this query. UCCX does not support routing 3rd party chat onto Finesse. The Web Chat functionality is an out of the box feature. Task Routing is available only for CCE. We will also have an integration of Facebook Messenger with UCCX, where customer care requests originating via Fb Messenger will be routed and presented to agents on Finesse. Agent side interface remains same as in web chat. What chat are you looking to integrate with CCX? I would like to understand your use case, in case there is a way. Best Regards ... View more