CRM Connector for Cisco UCCE UCCX
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The document details Parsec Telesystems' Cisco UCCE/PCCE CC CRM Connector, which integrates cloud-based CRMs like Salesforce and ServiceNow with Cisco's contact center solutions. It enables CRM users to manage calls, provides real-time call information, and facilitates advanced call control features without requiring additional software on the user's PC. The application is a Java-based web service requiring a specific deployment setup and system requirements for optimal functionality.
CRM Connector for Cisco UCCE UCCX
- 1. PARSEC Telesystems Private Limited U & I Corporate Centre, Plot No.47, Sector 32, Gurgaon, Haryana – 122 001, India Web: www.parsec-tech.com Cisco UCCE-PCCE Contact Center CRM Connector
- 2. Cisco UCCE/PCCE CC CRM Connector www.parsec-tech.com Page 2 of 7 Company Confidential Parsec Telesystems Pvt. Ltd. Cisco UCCE – PCCE CC CRM Connector A. Application details Parsec's Cisco UCCE/PCCE CC Connector application for CRM works as a bridge between the CRM and Cisco UCCE/PCCE CC solution. The CRM can be any cloud based CRM like Salesforce (SFDC), ServiceNow ,MS Dynamics or a 3rd party CRM. The CRM user/Agent will have the capability to handle both incoming & outgoing calls from Cisco contact center. Inbound Call indication on CRM screen with customer/caller number and name if number stored in CRM Contacts. Contact Screen pop-up based on caller number with inbound call indication or on answered CRM user can initiate Click to Dial from any phone field (of type of field “phone”) available on CRM pages in Contact details CRM user can key in a number in the CRM soft phone text box and dial out the number Parsec's Cisco UCCE/PCCE CC Connector solution doesn’t need any additional component installation on user/Agent’s PC.
- 3. Cisco UCCE/PCCE CC CRM Connector www.parsec-tech.com Page 3 of 7 Company Confidential Parsec Telesystems Pvt. Ltd. PARSEC’s Cisco UCCE/PCCE CC Connector application is a JAVA based web service which can be deployed on Apache Tomcat Web Server. This Connector application will communicate with web client (HTML Pages) over web socket. Connector will communicate with Cisco UCCE/PCCE through Cisco Finesse Server using Cisco Finesse API library. The CRM interface will communicate with Cisco UCCE/PCCE (via Cisco Finesse Server) by embedding Java Script modules provided by Parsec’s application APIs. The user/Agent will be able to use call controls via his/her Cisco IP Phone or the call controls implemented in CRM Application APIs will facilitate implementation for following features in the CRM Agent Login Agent Logout Change Agent States: Ready / Not-Ready Application APIs will facilitate implementation for following Call controls methods in the CRM Answer Call Disconnect Call Put Call On Hold Resume Call/Un-hold Call Consult call (warm) transfer Send DTMF events Normal Outbound call from Agent phone ( Click 2 Dial ) All call activity asynchronous event will be available to CRM through Connector which will help in screen-pop on CRM and creation of activity/case on call disconnect e.g. – o ALERTING/RINGING o CALL ANSWERED/ACTIVE o HELD o RESUME/ACTIVE o CALL DROPPED Call Answer Time is sent along with Call Wrap-up & Call Dropped Events Cause of an call active state is sent to differentiate between an answered call or resumed call All agent state will be available to CRM through Connector e.g. – o READY o NOT READY with Reason Codes/Reason Names
- 4. Cisco UCCE/PCCE CC CRM Connector www.parsec-tech.com Page 4 of 7 Company Confidential Parsec Telesystems Pvt. Ltd. o BUSY o WRAP UP Application APIs will return the Cisco CVP IVR captured data, Call ANI/CLI to 3rd party CRM. This info can be used in the CRM for further processing like screen pop Application APIs will facilitate implementation for below actions in the CRM o Option to update call variables ( variables defined in Cisco Finesse ) for the current call with agent o Fetch list of Custom Agent Not Ready reason codes defined in Cisco Finesse (Global for all agents) o Fetch list of Custom Wrap-up Reason Codes defined in Cisco Finesse (Global for all agents) Parsec’s application will support following Cisco UCCE & PCCE environment: o Cisco UCCE Finesse versions : 10.6,11,12 <Please contact Parsec for other versions> o Cisco UCCE Finesse Agent Desktop (Web based) o Cisco CVP IVR B. Implementation of application features in the CRM Parsec’s Cisco UCCE/PCCE CC Connector application will expose APIs which can be consumed by the CRM Implementing the call control features using Parsec’s Connector APIs, in the CRM will be done by client’s CRM technical team ( Not in Parsec’s application scope) Parsec’s delivery will include Java web service binaries and java script library Parsec will deliver a an connector application API details document Parsec will deliver a web based sample/tester (which will include HTML & Java scripts) for testing of the API features Client’s CRM technical team will refer the sample/tester web based project as a template to implement the features/buttons/Softphone in the CRM UI To login (via 3rd party CRM) to Cisco UCCE, agent needs to enter/pass agent’s Cisco UCCE Finesse credentials (userid, password & cisco extension corresponding to the agent) to the Agent login APIs exposed by Parsec’s solution Application APIs will return the Cisco CVP IVR captured data, Call ANI/CLI to 3rd party CRM.
- 5. Cisco UCCE/PCCE CC CRM Connector www.parsec-tech.com Page 5 of 7 Company Confidential Parsec Telesystems Pvt. Ltd. This info can be used in the CRM for further processing like screen pop Between application server and client CRM communication will be over web socket. A JSON Message will be provided over web socket. On call transfer the call related parameters will be transferred by application API. Client technical team can use the transferred parameters info for further processing in the CRM screen PARSEC’s connector application will not add any prefix or suffix to the number to be called. Connector application will dial out the exact number passed to the API C. System Requirements The Cisco UCCE/PCCE CC Connector application with all dependency software will be deployed on independent system and communicate with Cisco Finesse Server This application server instance should be used only for the Cisco UCCE/PCCE CC Connector application. Application Server IP Address should be static
- 6. Cisco UCCE/PCCE CC CRM Connector www.parsec-tech.com Page 6 of 7 Company Confidential Parsec Telesystems Pvt. Ltd. Application server should be in the same enterprise network in which Cisco IP Phones, Cisco UCCE/PCCE setup along with Cisco Finesse Server are deployed The User’s PC/Laptop accessing the CRM should be in the same enterprise network where the application server , Cisco Finesse ,Cisco IP Phones is present Application Server H/W Configuration ( to be provided by client/SI) Intel Xeon Quad Core 2.3 +, HDD 70 GB+ VMware supported RAM : 16 GB Software requirements OS : CentOS Linux Version 7.7 / Linux Red Hat Enterprise 7.7 JAVA JRE 1.8 Tomcat 8.5 Web browsers on Agent Desktop Browsers on Agent’s Windows PC (OS: Win 7/ Win 8 / Win 10) IE 10+, Firefox 11+, Chrome 16+ Note: Browser versions should support web socket connection
- 7. Cisco UCCE/PCCE CC CRM Connector www.parsec-tech.com Page 7 of 7 Company Confidential Parsec Telesystems Pvt. Ltd. D. Specific exclusions Any application features and functionalities not specifically mentioned in this document Application HA For further details please contact PARSEC TELESYSTEMS at info@parsec-tech.com