Hi All... i'm looking at a solution at the moment where we need to employ IPCCx for the contact center features but not CUCM... Does anyone have any knowledge/experience connecting non Cisco call control with Cisco IPCCx across say a SIP trunk? Is this sort of thing done/possible?
Ah yes... forgot CME :-)
The other point is that the Agents need to be on IP handsets controllable via CTI, so they couldn't be lines on the PBX over the SIP trunk.
UCCX uses the CCM JTAPI system to control phones, CTI Route points, CTI Ports etc, and uses CCM for authentication of users and lots of other stuff.
The bottom line is that it's very tightly integrated to CCM, and requires CCM to operate. You can't use it with other systems...
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