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New Member

Cisco Social Miner 9.0 with CCX multisession chat

Hi There

 

We are currently testing Social Miner with a customer customer and would like to know the following below

 

  1. When the Agent start a chat session with a customer the "login-user-id" is shown to the custome.r Can we rather get the “Display name displayed in the web chat instead of the “login user-id” (as it is now).?
  2.  Can we  "promote” if the chat its open or not ,"sort of a trigger point"  that should be as if the agent is logged into social miner, then pushing information to the chat web site that it is open and should be seen by end-user that the chat is available before they submit their issue ?
  1. Before UCCX 10.5 We want to use a Single CAD client using multi chat windows in the integrated webrowsers. Of course we will use several Chat Agent-id's one per chat session. We know that in UCCX 10.5 there will be support for “multisession chat" but until then we want to use several webbrowsers in the CAD for chat 

Question: is this possible?

 

rgds Mikael

3 REPLIES
Cisco Employee

Hi Mikael,For Multisession

Hi Mikael,

For Multisession you will need SocialMiner 10.5 with CCX 10.5. SocialMiner 9 will not work for multisession.

Please find the answers to your questions below -

1) We are working to deliver the feature to set aliases for agent which if set will land up in the customer page instead of the login id.

2) We don't have the auto trigger, what we have is a auto answer which suggests that no agent is available currently. This is notified as soon as customer sends the issue request.

3) We don't support this. However you can play with browser profiles and can launch multiple browser instances in different profiles and have multiple logins on stand alone browsers. This is not tested and I am not sure if the feature will work end to end.

Thanks and Regards,

Praveen

New Member

Hi Praveen,thanks for your

Hi Praveen,

thanks for your response. for your response 1 above

"1) We are working to deliver the feature to set aliases for agent which if set will land up in the customer page instead of the login id.",

is there any timeline for this?

Is there any workaround?

We deployed SM 9 with CCX 9 and this is the only reason it is not live because of security and privacy issues.

Regards

Paul

Cisco Employee

Hi,1 will be part of 10.5

Hi,

1 will be part of 10.5 release. Unfortunately, there is no configurable workaround for 9.0.

Thanks and Regards,

Praveen

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