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New Member

CTI customized agent desktop

Hi Team,

 

I would like to know about CTI agent desktop customization. what all things we can achieve when we customize our agent desktop. To ask shortly what are the difference is their between non customized and customized agent desktop?

 

regards,

Hari

 

 

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6 REPLIES

Hi,are we talking about UCCX

Hi,

are we talking about UCCX or UCCE?

You can customize the Cisco-provided Cisco Agent Desktop (or CTI OS Desktop, in case of UCCE) to some extent. You can choose which call variables, reporting information to show. The same applies to the new generation agent interface, Finesse.

Also, Cisco gives you an Application Programming Interface (API) so you can build your own solution, both web-based or "heavyweight".

Do you have any specific requirement?

G.

New Member

Hi,Yes we do have a req, When

Hi,

Yes we do have a req, When call is received by the agent he should get a popup or a gui for giving information about he call disposition. same as wrap up but we no need wrap up. The disposition code should be customized so that he can handle the call and submit the call disposition.

Also we are tring to do this in CTI toolkit which they alreay using(UCCE). Any document for this requiremt would be highly helpful

 

regards,

hari

 

New Member

Hi Hari,In the Termination

Hi Hari,

In the Termination Call Detail Table (TCD) there are two fields that provide details on why the call was considered handled, abandoned, and so forth. The Call Disposition field gives the final disposition of call (or how the call terminated).

In my eyes, it makes absolutely no sense to manipulate the Call Disposition.

May I ask you which reason do you have to do that? I'm curious now :-)

Best,

Javi

S N
New Member

Hello,

Hello,

Currently I am in need of help fir the same query. Can anyone let me know if this is possible.

We are using UCCE with UCCX version 8.5. The customer requirement is once the call ends ( disconnected either by Agent or customer ) the agent should get a pop up with details something like below

1. call disconnected by agent

2. Customer was happy with the service

3. Customer questions answered

and the agent should press any of the options after the call and it should be reported. So at the end, the team can know how the total performance.

Let me know if this is possible in UCCE 8.5 and the config

Thanks

Sathya

Hi,alright, just to make sure

Hi,

alright, just to make sure: you want attach some information to the call. This information may be entered by the agent during the call.

Is this correct?

G.

New Member

Hi Hari,Have you considered

Hi Hari,

Have you considered looking at a 3rd party CTI solution for this feature? If so, then I would like to recommend checking out Tenfold. They offer seamless integration of Cisco most CRM applications. They have the click to dial feature that allows you to turn found phone #s into a link that initiates a call from your phone system. They also offer more features such as call pop up, automatic call logging, easy note taking and task creation, screen pops on inbound and outbound calls, new lead/contact creation when no matching records, support for cases/opportunities and advanced analytics on the backend.

https://www.tenfold.com/integrations/cisco/

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