I have been presented a task that is a bit outside of my knowledge base as it relates to Contact Center Express. I was hoping to get some input from the masses here.
My company is a provider of video phones for the deaf community. A deaf person uses his/her video phone and calls one of our video interpreters on the other end on a video phone. That interpreter calls the hearing world in behalf of the deaf person. We have a custom built system that supports and does all of these video functions. However; we have a small group of tech support agents who work with the deaf community that fall outside of the main system and video calls do not come in and queue up and so forth. Also because this tech support group is a non revenue producing group the engineering team cannot be taken off task to do the project I need to do.
Here is what I must try to come up with. Our phones are h.323 devices that come into us via SIP. The video phones can dial either an IP Address or any "real" phone numbers. I am seeking to know if IPCCx would be able to offer up a script that could answer, queue, and play video content back to the deaf user (like our MoH)? Also the tech support agents with the video phones - how would we get the video call to them if CAD is tied to CUCM and not to the video phone? We have been investigating solutions from companies such as "Mirial" and "Vocalcom" - but I have been tasked to see if Cisco could perform these functions via IPCCx.
Thanks for all of your input.