Configure Contact Center server using Cisco UCM#

Tip

Use the Action search to navigate Automate

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

  • To enable UCM 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 the Servers page for Contact Center.

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

Configuration overview

  1. Once you have 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 UCMs to that customer, via the Cisco UCM Servers page.

  4. Complete a UCM import before proceeding further.

  5. Automate supports multiple UCM 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 UCM and synced to 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 Automate.