About ESC

This section describes the process of integrating the application with Cisco products: ECE and Unified CCE. If there is no need or intention to integrate the eGain application with these products, please ignore this section.

eGain Solve for Cisco (ESC) helps deliver a connected digital experience with AI knowledge, proactive digital engagement, and connected analytics to Cisco Unified CCE and Cisco Enterprise Chat and Email. By integrating the installation of Enterprise Chat and Email or Cisco Unified CCE with eGain Solve for Cisco, these products become available and can be utilized by agents to more efficiently and effectively assist their customers.

For more information about eGain Solve for Cisco, see eGain Solve for Cisco User Guide.

Preparing to Integrate eGain Solve for Cisco

Before integrating the products of eGain Solve for Cisco into the Cisco application, eGain Solve for Cisco must be installed. For more information, see the eGain Installation Guide.

If the features of eGain Solve for Cisco are being used for email and chat interactions, make sure that Cisco Enterprise Chat and Email (ECE) is installed. For more information, see Enterprise Chat and Email Installation Guide.

Enabling ESC

Once ESC is enabled, the sytsem is changed to an eGain Solve for CISCO system and you can use it to further integrate with ECE. 

To enable ESC:

1. From the Navigation menu, browse to Integration > ESC > ESC.
2. In the eGain Solve for CISCO page, provide the following details:
   • Name: The value for this field are set as eGain Solve for CISCO by default.
   • Description: The value for this field are set as eGain Solve for CISCO by default.
   • Enable ESC: Click the Toggle button to enable eGain Solve for CISCO.
3. The following warning message pops-up: Once you enable eGain Solve for Cisco, it cannot be reverted. Do you want to continue?. Click Yes to confirm the changes.
4. Click Save.