Cisco Cisco Unified Contact Center Express 11.0(1) 技術マニュアル
Unified CCX Agent Email Configuration
Configuration
Configuration
3
Call Flow Diagram
The following is a graphical representation of Unified CCX Agent Email call flow.
1.
User sends an email to the contact center.
2.
Based on the Feed and Tag created from Unified CCX in Cisco SocialMiner (SocialMiner), SocialMiner fetches
the Contact (email from user).
the Contact (email from user).
3.
SocialMiner injects the Contact to Unified CCX.
4.
Contact is in queue until email agent is available.
5.
When an agent becomes available, email is auto accepted and presented to the agent.
6.
Agent replies to the email and SocialMiner sends the reply to the email server.
Figure 2. Unified CCX Agent Email Call Flow
Configuration
This section provides the high-level tasks and related information for configuring Unified CCX Agent Email.
The following table provides this information:
■
Configuration Tasks: List of high-level configuration tasks
■
System Test Specifics: System test variations from procedures and settings documented in the product
documentation.
documentation.
■
More Information: Links to product documentation for detailed configuration information related to the high-
level tasks.
level tasks.