We've got email configured for Cisco Agent Desktop and UCCX but have questions from business units that we are struggling to come up with answers for. Staff want to know if they use CAD for email in email CSQs, how they can refer to previous contact history with the customer. It's one thing to have queries come in via email and to resopnd to those question - answer style, but how are people managing circumstances where the customer responds to a reply and the response gets queued to another agent? How can our agents review the email conversation a customer may have had with another agent?
Or is it that email via UCCX is only suited for single question single answer scenarios?
how are people managing circumstances where the customer responds to a reply and the response gets queued to another agent?
Typically the details of the email, or at least a summary of it, are manually entered into a CRM product by the agent, similar to how agents document call history. Most of the time the reply will also show the thread history so the agent can just scroll down.
It's a valid request but Agent Email in CCX/CAD is quite basic. Among other things, it cannot natively show you a contact history from that email address. The introduction of Finesse in CCX10 opens a new (non-free) option from Upstream Works who has a mature email and multi-session chat solution. It simple adds widgets to the Finesse canvas; CCX continues to handle inbound call while they process email and chat.
Finesse has been in use with UCCE for a few years now so you can see it if you ask Google nicely. This is why there are ecosystem partners who already have solutions in place before CCX 10.0 even came out: we're reusing existing code. This is the same strategy with CUIC starting in 9.0.
OpenSocial is a container-based browser framework with snapin widgets, some pre-built by Cisco, some custom-built by customers/partners. If you don't like what Cisco provides you can replace the widget with your own. All of the Cisco built widgets use standard HTTP REST calls so you can replicate their functionality in whatever you build.
Are you getting this error “Installer User Interface Mode Not Supported. The installer cannot run in this UI mode. To specify the interface mode, use the -i command-line option, followed by the UI mode identifier. The value UI mode identifiers...
The below trick might come handy when you have to add a new node to a cluster but you don't have or is unsure of the security password for the publisher. This procedure has been around for ages.
1) Login into the CLI of the Publisher.