JTAPI Agent Greeting API for Cisco WebEx Teams Client

[upchaurasia]

Hi,

One of our customer has Cisco Jabber and WebEx Teams Client deployment. Initially we have deployed our MARS Agent Greeting solution for their Cisco Jabber Client. Now customer also wants same solution for their Cisco WebEx Teams Client which is registered with Enterprise CUCM for voice calling.

AFAIK Cisco WebEx Teams Client don't have Built-In Bridge so JTAPI Agent Greeting API will not work. Can anyone suggest the best way to achieve this.

Thanks & Regards,

Umesh

[dstaudt · Accepted solution]

As Agent Greeting relies on mixing audio on the device's BiB, you would need to either:

* Mix audio externally - e.g. by creating a conference between agent/customer/greeting-source using JTAPI during the greeting and then dropping the greeting-source.  This will require use of network conferencing resources, which the customer may need to increase

* Avoid mixed audio for the greeting - e.g. by having the call land on a CTI port (or maybe the original greeting-srouce?) to play the complete greeting first, and then redirecting to the agent's phone.  Of course this means the agent doesn't also hear the greeting (and what's going on on the customer side during the greeting, like an answering machine), which can make the timing of the agent's follow-on speech trickier