Cisco UCCE Blended Channel

jay.ocampo · ‎08-10-2009

Hello Netpro ,

Does anybody know if UCCE has the capability to have a blended channel for calls and emails ? For example if an agent receives an email support request , his Cisco Agent Desktop status should automatically be set to "Not Ready" .

Thank you.

Jay Ocampo

geoff · ‎08-10-2009

Of course you can blend channels with the right Cisco product sets.

You could install EIM setting up the email channel. This is normally specified as an interruptible channel, but you can change it. You won't be set not ready for voice when an email arrives, but you won't get a call from the queue or an email from the email queue until you complete the current task.

I'm not sure if this is what you are asking.

Regards,

Geoff