Solved: IPCC Express Enhanced - Integration with 3rd Party Call Control

ritsonr · ‎06-14-2010

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...

Aaron Harrison · ‎06-14-2010

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

Please rate helpful posts...

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

View solution in original post

Aaron Harrison · ‎06-14-2010

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

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

View solution in original post

Aaron Harrison · ‎06-14-2010

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

Please rate helpful posts...

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

Jonathan Schulenberg · ‎06-14-2010

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.

Aaron Harrison · ‎06-14-2010

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

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

ritsonr · ‎06-14-2010

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