Cisco Unified Communications Manager

Integrating Genesys SIP to Cisco Unified Communications Manager

Genesys SIP Server is a key integration point between the Genesys Customer Experience Platform and Cisco Unified Communications Manager (CUCM). The integration supports several capabilities:

• In-Front Qualification & Parking provides centralized queuing & qualification (basic IVR), before routing calls to an agent.
• Advanced Self Service integrates Genesys Voice Platform with advanced VXML, ASR, TTS & more to Cisco UCM
• Outbound Calling generates calls for Outbound Calling Campaigns, typically with the use of Genesys Call Progress Detection
• Manage Agent-related Calls allows agents to utilize CUCM as the underlying telephony platform, while SIP Server manages calls & agent state. This is an effective alternative to the standard JTAPI-based T-Server integration. Any combination of these capabilities may be deployed. For instance, the In-Front Qualification & Parking could be deployed in conjunction with the JTAPI-based T-Server. Or a pure SIP deployment could utilize In-Front Qualification & Parking, Outbound Calling, and SIP-based agent management. The configuration for Genesys SIP Server, as it relates to the CUCM integration, is largely the same for most of these capabilities. This topic describes how to integrate SIP Server with the Cisco Unified Communications Manager (CUCM) switch. It contains the following sections:
  • Overview
  • Configuring CUCM
  • Configuring DN Objects
  Important

  The instructions in this topic assume that both CUCM and SIP Server are fully functional as stand-alone products. The instructions only highlight modifications to the existing configuration to make these products work as an integrated solution.