CIM Training and Demo Videos

See the detailed training and demo video below. For more details on the latest features and usability, see the User Guide v13.1.

For a technical understanding of the architecture, see the Solution Reference.

The below videos are recorded based on an upcoming CIM version 13.2.

See the detailed training video below.

See a short demo video below.

Demo Script

Make sure that you are logged into the IP phone with an extension.
Make sure that you are logged into Finesse Desktop with an agent extension (should be a different extension than that of the customer phone). Make sure you're in "Ready" state.
Make a call from the IP phone to the DN (for DN and environment details, see the Demo Environment Guide)
The customer profile automatically pops up upon call arrival. (See video at 1:19)
Click on the "Answer" button to answer the call.
See the interaction history of the customer. Expand an interaction and the activities under the interaction to show more details about each call leg.
Show how you can edit the customer profile, initiate an SMS, to the customer during the same call.

Note: In future, each outbound SMS that is sent from CIM, will also be available as part of the interaction history.

Tips:

See CIM lab details guide for the lab access details.
Make sure that a customer profile for the ANI with whom you are calling in, is already created in the system. This is because the popup for unidentified customer might stop working randomly due to lab configurations.
Expand the customer profile information by clicking on the Customer Name accordion.
It is suggested to collapse the Finesse Call Variables panel on the Finesse Desktop to keep your focus on the CIM gadget during the demo.
It is suggested to collapse the Customer list appearing on the left side labelled, "Recent Customers" on the Customer Interaction History page. Click on the book icon to collapse this list.
CIM is currently only tested with CCX. A compatibility test with the CCE platform is still to be conducted for CIM.
In future, with a merger of CIM with Hybrid Chat, all the chat interactions through Hybrid Chat would be available as part of the customer interaction history in CIM. See /wiki/spaces/HC/pages/1514007
The Customer Labels implementation as shown in the video is only available in an upcoming release whose release documentation is still pending. Please watch the detailed training video to understand the new features.
The bulk file import feature might not work in the demo environment. You may, however, show how a file can be imported.
The "Send SMS" functionality might not work in the demo environment. You may, however, show how a user can compose an SMS to be sent to a customer.
We are always working on new feature enhancements in the product. Therefore, it is possible that the demo video might not match with the product instance deployed on Cisco dcloud lab. For the latest features on new versions, always look for the Release Notes guide based on the product space version (selected from the top).