We are a contact center that has both agents and non agents. We currently are running UCCX 5.2, and Call Manager 6... we have implemented Salesforce and now looking for the best solution to integrate it with UCCX & CM... we want to track calls, and assure the adapter we implement to make use of the Salesforce soft phone has no problem whether the person receiving inbound, or making outbound, transfering, or conferencing calls is an agent or non agent. Additionally, we want to make use of 'Click to Dial'. We would prefer our agents to not have to log into two tools for call control and maintain the ability for our Supervisors to see our agents in the Cisco Supervisor Desktop.
Do you know of adapters we could look into?
We have experienced so far AMC & Cisco adapters
If you have UCCX, have your integrated with Salesforce? What is your experience? Anything we should bear in mind or look into?
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
[toc:faq]CUCM Database Replication is an area in which Cisco customers
and partners have asked for more in-depth training in being able to
properly assess a replication problem and potentially resolve an issue
without involving TAC. This document discusse...