About lohjintiam

lohjintiam · ‎07-10-2018

Hi Nagendra, The idea is for the CRM to call the Email Reply API "to pull" the email out from the mailbox. 1. Customer sends email to abc@abc.com 2. UCCX-SocialMiner downloads the email and assign it to a CSQ 3. CRM calls the API and pull the email our from abc@abc.com mailbox/CSQ in FIFO mode 4. Display & reply email from CRM What would the minimum input parameter for this request? From CRM perspective, they will know about abc@abc.com and not specific customer who sent the email. Thanks! -JT-

lohjintiam · ‎07-10-2018

Hi all, We have an in house CRM and planning to make use of email routing and assignment by UCCX-SocialMiner. Instead of displaying the email to the agents in the default Finesse email gadget, we are planning to display the email directly in our web based CRM. 1. UCCX-SocialMiner -> will still continue to alias with MS Exchange/Gmail/O365 to extract the email and perform email assignment 2. 3rd party CRM -> make use of SocialMiner API to extract the email out and display it inside CRM Is the API already able to support this? Thanks! -JT-

lohjintiam · ‎09-25-2017

Hi Denise, Yup I'm referring to the default Finesse Agent Desktop. I recollect during the earlier version of Finesse API didn't have all the features. For UCCX-Finesse, does the email and chat features falls within the Finesse API framework? The intent is to recreate these features within the customer's in house application / CRM. Thanks! -JT-

lohjintiam · ‎09-25-2017

Hi All, Is there a link / reference to compare what features of the default Finesse v11.6 available vs what is available in Finesse API v11.6? Thanks! -JT-

lohjintiam · ‎04-13-2017

I was told this will be in v11.6 and its currently being tested. But have to wait till they officially release it.

lohjintiam · ‎11-28-2016

Hi all, I'm trying to add a new feed for FB Fan Page but it seems like SocialMiner ( sm2-uccx.dcloud.cisco.com) is redirecting to another URL which is not accessible http://ccpdemo1.cisco.com/fbredirect.html?host_feedId=sm2-uccx.dcloud.cisco.com_1787888716&code=xxxxxxx Any idea what is this ccpdemo1.cisco.com? Thanks! -JT-

lohjintiam · ‎10-26-2016

Are you saying the PCCE Lab deployment type is causing the issue? Thanks! -JT-

lohjintiam · ‎10-26-2016

Got it working? Thanks! -JT-

lohjintiam · ‎10-26-2016

Isnt ECE just a rebranding of EIMWIM? And dont require any customized task routing API from SocialMiner Thanks! -JT-

lohjintiam · ‎07-26-2016

NK, Most of the time its works fine but there are 1-2 occasion where we had to rebuilt the script (those having DB objects if not mistaken) Thanks! -JT-

lohjintiam · ‎07-15-2016

Hi, Will this do the same thing as how CAD was doing the launch external application? Thanks! -JT-

lohjintiam · ‎07-14-2016

Yes. Calabrio can be use for both UCCE and UCCX. Its the same software with Cisco WFO being 2 versions behind Calabrio. Cisco WFO v11 = Calabrio v9.3x. Currently Calabrio latest version is v9.5x. With SolutionPlus can you also buy Calabrio for UCCX to get the latest version/features. Thanks! -JT-

lohjintiam · ‎07-14-2016

Page 133 Quality Management User Guide Version 11.0 Whisper —When the icon is enabled, you can listen to an agent's active call and talk to the agent without the customer hearing your conversation. This feature allows you to provide advice to the agent. Cisco refers to this type of conversation as "whisper coaching". This icon is only enabled when the agent is in the Talk state Thanks! -JT-

lohjintiam · ‎07-13-2016

Out of the box feature from Cisco/Calabrio QM Thanks! -JT-

lohjintiam · ‎07-13-2016

Hi all, In the latest WIM v11, is it possible to 1. Search for chat transcripts that has key words / phrases through reports / search function to identify agent/customer abuse 2. Search customer based on custom field such as Membership Number and view all chat transcript pertaining to that customer 3. Any other way to view the chat transcript? Thanks! -JT-

Date Registered	‎04-20-2009 01:44 AM
Date Last Visited	‎09-20-2018 09:49 PM
Total Messages Posted	504
Total Helpful Votes Received	70

Re: Extract email using SocialMiner API

Extract email using SocialMiner API

Re: Default Finesse vs Finesse API

Default Finesse vs Finesse API

I was told this will be in

SocialMiner : Unable to authorized FB p...

Are you saying the PCCE Lab

Got it working? Thanks! -JT-

Isnt ECE just a rebranding of

NK,

Re: Launching windows app via Finesse

Yes. Calabrio can be use for

Page 133 Quality Management

Out of the box feature from

WIM: Search chat transcript