Configure Contact Center Server Using CUCM#

Contact Center provisioning configures Cisco Unified Communications Manager (CUCM) to communicate with Contact Center.

  • To enable CUCM to communicate with Contact Center when transferring a call from agent to agent and routing a call back to the Customer Voice Portal (CVP), go to Services > Contact Center > Servers

  • To allow internal service calls to be routed to the CUBE (ENT) for Contact Center to process, go to Services > Contact Center > Service

Configuration Overview

  1. Once you have VOSS Automate configured and have added a Provider, add a Customer (under Provider or Reseller), then log in as a Provider Admin.

  2. Contact Center configuration is only supported for dedicated Unified Communications Applications for a Customer. When adding a Provider, clear Shared UC Apps.

  3. After successfully adding a Customer, choose the Customer hierarchy at the above context level and then add the Cisco Unified Communications Manager(s) to that customer from Apps Management > CUCM > Servers.

  4. Complete a CUCM import before proceeding further.

  5. VOSS Automate supports multiple CUCM clusters at a Customer hierarchy. You can decide which cluster to use for Contact Center and IP telephony.

  6. SIP Trunk Security Profiles must be created manually in each CUCM and synced to VOSS Automate.

  7. For the Contact Center customers, Built-in-Bridge must be enabled for the phones. By default, it is disabled at system level.

  8. SIP Trunk Profiles must be created manually in each CUCM and synced to VOSS Automate.