Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements
Users might experience few discrepancies in Search results. We are working on this on our side. We apologize for the inconvenience it may have caused.
New Member

Cisco UCCE Blended Channel

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

1 REPLY
Green

Re: Cisco UCCE Blended Channel

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

366
Views
0
Helpful
1
Replies
CreatePlease to create content