Receiving non-voice dialogs/messages from Finesse

[pyanamandra]

Hello,

We have eGain Chat integrated with UCCE and we have a Finesse Listener connected to the Finesse Server. Is it possible to receive from Finesse notification server after successfully subscribing to events that are not voice related. Can we receive after successful subscriptions from the Notificaiton Server both voice and non-voice events from the Notification Server. Does Finesse Server support non-voice media.

I appreciate your thoughts on this

Thanks,
Param

[dekwan · Accepted solution]

Hi Param,

Finesse only supports non-voice media for a 11.5 CCE deployment via Task Routing. For Finesse 11.5 for CCE, you will receive non-voice events automatically as part of the Dialog node subscription.

Thanx,

Denise

[pyanamandra]

Thanks Denise for the quick response. We are using UCCE, I assume CCE means UCCE. Currently we are on 9.0.

Also another question, with the existing UCCE 9.0 version integrated with eGain, should we be seeing the events related to eGain on the CTI Server or does it require a higher version of UCCE as well?

Thanks,

Param

[dekwan]

Hi,

Yes, CCE means UCCE.

I am not familiar enough to answer your question about the eGain events on the CTI Server, you might want to ask it on the CTI Server forum: CTI Protocol

Thanx,

Denise