Where is the CCX Web Chat implementation guide?

Geordie Guy · ‎10-27-2013

Hi Folks,

I must be blind but where is the implementation guide for web chat? The overall CCX implementation guide only mentions it in passing and while socialminer is detailed as a requirement I can't see why, socialminer seems to be what the name suggests - negative sentiment capture and action for social media, not for backending web chat for contact center.

Where's TFM so I can RTFM?

Tanner Ezell · ‎10-28-2013

SocialMiner provides the frontend services for delivering webchat functionality. The UCCX provides the mechanism for queueing WebChats with Voice agents. You don't need UCCX to get the webchat functionality from SocialMiner, however you do need UCCX to capture contact center specific metrics.

Refer to guides for both products on how to integrate, it is relatively simple to setup.

Tanner Ezell
www.ctilogic.com

Tanner Ezell www.ctilogic.com

Geordie Guy · ‎10-28-2013

I'd happily refer to both guides but I can't find them :(

Tanner Ezell · ‎10-28-2013

Everything for SocialMiner is on the docwiki:

http://docwiki.cisco.com/wiki/SocialMiner_Release_9.0(1)

Usual guides for UCCX. It's a fairly simple process, hopefully this gets you started.

Tanner Ezell
www.ctilogic.com

Tanner Ezell www.ctilogic.com