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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. (See the T-Server for Cisco Unified Communications Manager Deployment Guide for details.)
  • Advanced Self Service integrates Genesys Voice Platform with advanced VXML, ASR, TTS (and more) to CUCM.
  • 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.
  • Recording Integration integrates with Genesys Interaction Recording or the Genesys Recording Connector.

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, 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.

It contains the following sections:

Note: The instructions on the following pages 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.

See supported CUCM versions in the Supported Media Interfaces Guide.

This page was last edited on December 20, 2019, at 16:36.
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