Since Cisco Remote Expert Mobile/Cobrowse solution reached its end-of-sale there is no native app adding video channel to a Cisco-based contact center. A great alternative is Aurus RichCall for Cisco UCCX/UCCE, which offers a best-in-class support for Cisco environment. There are 3 points of integration - Cisco UCM, Cisco UCCX and Cisco Finesse. Here is the call flow explaining how we achieved that. 1. A customer initiates an online call Customer ...

If you have UCCX (Cisco Unified Contact Center Express) premium license, one of the best features is possible integration and requests to database. These requests can use any information provided by the caller, or the caller’s number, etc. It’s very important to create a reasonable initial script design and to take the server load into account. Big and heavy scripts with many database handles increase the load greatly. If the DB is on a remote server and there is a net lag, it may influence your...