System Limitations

To start using the gadget, the agents and supervisors must have the permissions by their admins explicitly to create/ update contacts, view customer interaction history and create / update requests.

Admin Interface

After logging in on the admin interface, do not press F5 or Ctrl+F5, 404 error will appear. It will require to access the app again.

Admin Interface

Only Lists and titles are translated. No data that will go into the database will be translated. 

All Application/Language

Only users having permissions can start using the CIM gadget

Each CCX agent and supervisor synced from UCCX have the “Agent” and “Supervisor” permissions respectively and can log in to the CIM gadget.

CIM gadget

If no customer record is found against the ANI, the application will automatically open a pop-up that has the option to search a customer from existing customers or create a new customer.

CIM gadget

If during a single call an agent applies multiple wrap-ups then the most recently applied wrap-up will be recorded at the end of the call

CIM gadget 

In case of a conference or a transfer call, if the first agent applies the wrap-up and the second agent simply ends the call without applying any wrap-up, the interaction will record the wrap-up provided by the first agent

CIM gadget

More than 50 custom attributes are allowed to be created

CIM gadget

CSV contact length limit 100k

CIM gadget

Uploading CSV 100k and 50 custom attribute file takes around 3 mins to  4 mins 

CIM gadget

If a contact having the same number is uploaded via csv then it will update the previous one's fields

CIM gadget 

On the interactions page, the search is available on customer First Name, Last Name or phone no.

For now, CIM is tested with 500k customers

Column wise search is available on the customer. 

CIM gadget

CIM supports partial search in its all fields

CIM gadget

Two customers with the same ANI/phone cannot exist.

CIM gadget

Duplicate numbers are allowed for phone 01, 02, 03, 04 and 05 fields for the same customer. For instance, a customer ‘XYZ’ can have up to five phones and one or more phones having the same number.  However, one phone number is unique to one individual customer and cannot be duplicated among multiple customers.

CIM gadget 

If a new customer record with a different name but with the same existing phone number is created, the existing customer profile will be overwritten/replaced with the new customer profile.

CIM gadget 

Adding ‘+’ at the start of the number is permissible. However, contact with ‘+’ in the start and another without ‘+’ (but the same number) will be considered as two different contact numbers.

CIM gadget

The click-to-dial button works only when the application is opened within Finesse as a gadget. While running as a web application in the browser, the click-to-dial function will not work.

CIM gadget

At the moment, the application does not store any barge in, consult and silent monitoring call logs or activities as part of the customer interaction. However, it stores call conference, call transfer activities as part of the interaction.

CIM gadget

Only Agents and Supervisor can do a manual outbound call

CIM gadget

Both supervisors and agents synced from CCX can log on to the Finesse gadget.

User Management

The application supports the redundant deployment

Redundancy Support

The time on all the servers should be the same

Redundancy Support

If both CIM is down on both sides, all read/write operations will fail. At least, one instance should be active at a time

Redundancy Support

Both instances of UMM should not be turned off at the same time

Redundancy Support

If both database servers are down, the database failover won't work

Redundancy Support

UCCX failover is handled within the application

UCCX failover support