Integrate with Unified CCE from the Administration Console
Administrators can now integrate Unified EIM and WIM with Unified CCE from the Administration Console. Administrators can also import and map Unified CCE objects from the Administration Console. All business object management is now done through the user interface. (In previous releases, these tasks were done using the UI Configuration Wizard, which required access to a server.)
Be aware that once you enable integration, configure an application instance, select an Agent PG, and save, you change the deployment from a nonintegrated system to an integrated one. This operation is not reversible (that is, you cannot revert to the nonintegrated system).
Configure Dynamic Messages for Integrated Chats from the Administration Console
A Dynamic Run Application Script Request (DRASR) allows you to display wait messages with dynamic text (such as expected wait time) to customers while Unified EIM and WIM and Unified CCE integrated systems process chat and call requests. You can use ECC variables and call variables to display the dynamic content.
Partition administrators can configure these wait messages from the DRASR node in the Administration Console.
New Settings in the Administration Console
Partition administrators can now configure the following new settings from the Administration Console:
Proactive monitoring refresh interval (seconds)
Chat watchdog interval (seconds)
Reason code for Agent Not Ready
Alert agent when non-interruptible activity is assigned
Maximum wait time for login response from UCCE (seconds)
Enable eGain-picks-the-agent routing
Enable chat queueing
Starvation time for activities
Media class names
Agent availability settings after completion of call
Transfer more than one email activity to another integrated user or queue at one time
Transfer emails to agents who have not made themselves available to receive work
Pick more than one email activity from another integrated user or queue at one time
Pick email activities that are queued in Unified CCE
Pick email activities from another integrated user who is not logged in to the application
Deployment and Configuration
Refreshed Templates for CallBack
A modern, completely redesigned template set, named Rainbow, is available out-of-the-box for call back.
Improved Routing for Chat
Auto-pushed back chats are now placed at the top of the External Agent Assignment Service (EAAS) queue. (In previous releases, integrated chat activities that were auto-pushed back to the queue were placed at the queue's end.)
Updated Server Requirements
This release requires newer versions of the following software to deploy Unified WIM and EIM: