Register today for Oracle CloudWorld. October 17th - 20th, Las Vegas

Register now

Hillel Cooperman, Senior VP of User Experience Design, has a message for you on Oracle CloudWorld

Watch now
Chat queue management by 3rd party -ININ — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Chat queue management by 3rd party -ININ

Accepted answer
edited Mar 8, 2017 8:58PM in Communication Channels 1 comment



Currently we have Service cloud for incident management and integrted with ININ (Genesys) software for CTI. Customer wants to use the same agents that support CTI for chat as well.

Ask is to use service cloud chat. 

How can the agent queue be shared across ININ-CTI and Service cloud chat... eg Agent on call should show as busy and chat request should go to the next agent available.

Thanks in advance.



Service cloud-customer portal Nov 2016 release.

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!