Integrating Genesys SIP with Cisco UCM
This topic describes how to integrate SIP Server with the CUCM switch. It contains the following sections:
Val: IMO, this added information could go 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.