SocialMiner to support multiple media

[Ammara Bokhari]

Hi, 
Just wanted to know can we use SocialMiner's Agent API to reserve the agent irrespective of communication channel? i.e. not only for callbacks but can we also use it for chats and emails as well?

[Jonathan Schulenberg]

I can't answer the API question directly but just to ask a clarifying question: Are you attempting to use SocialMiner with a custom application or with a Cisco CCX or CCE product? For example, there is a native integration between SocialMiner and CCX 10.5+ for both chat and email ACD.

[Ammara Bokhari]

Yes we are looking for the possibilities to route multimedia queries through SocialMiner in a custom app. This can be integration with CCE (since in CCX, SocialMiner already has a support for both email & chat but not in CCE)