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Cisco CCX CTI Integration

Description

Integrates with Cisco Contact Centre Express (CCX) to provide ExpertFlow agent controls alongside CCX-managed voice queues. Exposes CCX agent state, queue statistics, and call variables to ExpertFlow's interface and reporting layer.

Canonical use case

A mid-sized organisation running Cisco CCX adds ExpertFlow to layer omnichannel and CRM integration on top of their existing CCX voice infrastructure without replacing the core ACD.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing