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We are exploring ways to utilize AI, authentication, etc. in our IVR environment. If after we authenticate a user within a CVP application, are we able to git a JSON web token from Okta, for example, and pass it on in a REST API call?
In Cisco ECE, we have two entry points that route to the same queue. What has been requested is that we display something similar to "New chat from ABC" if chat comes in via entry point 1234, but display "New Chat from XYZ" if chat comes in via entr...
Does anyone know if it is possible to eliminate the message below whenever an ECE chat is transferred to a queue in a different department, so that our agents do not need to click OK each time? We are on version 12.6.1.6.
How does your company handle deleting ECE agents who have open activities or cases? I have agents I need to delete, but cannot until I address the open activities or cases assigned to the agent. I created a workflow for transferring an agent's acti...
Yes, the transfers work. The receiving agent, however, cannot view the Activity Detail information, such as customer name in chat, case ID, etc. after accepting the transfer. The bug you shared is interesting. In our environment, the agents do not be...
Piyush,Correct. In 11.6, only agents who have the administrator role can pick from the default exception queue. That is normal behavior for the version you are on.
The issue is that we (ECE inbox) might receive more than one email from the same business partner or client in a given day. We want an auto acknowledgement reply to be sent for every email received; even if the sender already received an auto ack rep...
