I needed some information. I am in process of suggesting to a customer to use ICM with oracle CRM. The customer needs to to have blended agents on his agent desktop using Oracle desktop agents. What i am wondering is wheter ICM can inetgrate with Oracle desktop for both inbound & outbound operation. If yes is ther any specific PBX on which this operation is dependent on.. I know that Using ICM 4.6 & Cisco Blended agent we can acheive this on Avayya G3 switch.. But can we use Oracle agent desktop fo r the same. If someone has some idea or dicuments on the same. Please let me know ASAP.
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If anyone else in the forum has some advice, please reply to this thread.
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