Integrating Genesys SIP with Cisco UCM
Val: IMO, the added information belongs on the Overview page.
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 (and more) to Cisco UCM.
- Outbound Calling generates calls for Outbound Calling Campaigns, typically using Genesys Call Progress Detection (CPD).
- 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.
You can deploy any combination of these capabilities. For instance, 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 CUCM switch. It contains the following sections: