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New Member

WIM functionality queries

Hi Guy's

I'm in a process of responding to a RFP and got a doubt in between..

1. Cu is having a siebel CRM and needs to implement WIM standalone for Chat functionalities.

2. Cu want's a popup screen in the agent console, users logs in with user id customer information should displayed on agent console. (This can be achieved by using the web services in UCCE enviornment, need to get a confirmation from anybody the same can be achieved with finesse client and standalone wim deployment)

3. Cu wants to display the old chat histroy in the agent console (By default this feature was availble in wim, needs to know that how much time frame the prevoius chat interactions will be availble in CIM)

Thnaks in adavance......

1 REPLY
New Member

WIM functionality queries

Please see below for answers.

Q2 - Need to add some custom code to which will generate this popup (automaticly or using a button). You can contact eGain PS for the same and should customizable.

Q3. I believe you want to display the chat transcript?

There is no limit on time frame for which the chat history is available. The agent can go to completed folder to view the complete chats and current chat should also have the complete transcript for that session in agent console.

You can below DL to ask EIM or RFP related questions.

ask-eim-wim@external.cisco.com

Hope this helps.

Regards,

Gaurav.

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