IPCC Express Enhanced - Integration with 3rd Party Call Control

Answered Question
Jun 14th, 2010
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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?


Cheers,


Rich...

Correct Answer by Aaron Harrison about 6 years 9 months ago

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.


Regards


Aaron

Correct Answer by Aaron Harrison about 6 years 9 months ago

Hi


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...


Regards


Aaron


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Correct Answer
Aaron Harrison Mon, 06/14/2010 - 04:50
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Hi


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...


Regards


Aaron


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Jonathan Schulenberg Mon, 06/14/2010 - 04:50
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Not supported. You will need to integrate it with UCM or CME. Either of those call agents can support a SIP trunk to a third-party PBX however.

Correct Answer
Aaron Harrison Mon, 06/14/2010 - 04:56
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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.


Regards


Aaron

ritsonr Mon, 06/14/2010 - 06:04
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Nice one guys, thanks... We're seeing a lot of customers wanting the simplicity of a cloud based IPT solution to replace end of support Call Manager 4.2 implementations but they still want the functionality of IPCC and many of the cloud based options dont offer many features compared... So we'll go with decommission of server based CUCM and replace with CME... thanks again

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