CCB with an SBC vs VXML Ingress GW

[brienstepp1]

Does anybody know if there is a Cisco CCB solution when moving to an SBC versus an Ingress/VXML combo gateway where the stock Cisco .tcl scripts and configuration reside for CCB to work?

We are moving to an Audiocodes SBC and will no longer be using a VXML/Ingress gateway but still want to use the stock CCB app.

[brienstepp1]

We are migrating to CVP 12.5

[Piyush Verma]

Sure, you can use the 3rd party SBC - but you'll still need the "CUBE" in your solution between CVP & SBC for the CCB.

[david.macias]

That's the right answer. ^

david

[brienstepp1]

So every call rather it is eligible for CCB or not has to go through the CUBE? So the flow would be Provider>>SBC>>CUBE>>CUSP>>CVP?

[bill.king1]

Can you restate your question? If you're saying that you have some calls going to other agents and they won't be using CCB, that's fine. But any call that you're going to want to potentially offer CCB too will go through CUBE. Is that what you're asking?

[brienstepp1]

Can you show me what the infrastructure/call flow would look like?  If we have calls that should be offered CCB  Does that mean we will have to have every call call go through a CUBE to see if it is offered from our CVP app?

[bill.king1]

Yes, so if you're going to potentially offer some portion of calls CCB on an inbound phone number (say 2125551212), then all of those calls have to go through the CUBE, hit survivability, etc.

As @david.macias noted, if you know that you will never offer CCB to other flows in that same call center, those don't have to hit the CUBE, or they can hit the CUBE but just not hit the dial peer that has survivability on it. Or they can hit survivability and you just don't use/offer CCB, no harm in that either.

Basically, think of it that going through CUBE allows for the option of CCB, even if you decide not to use it for whatever reason (not activated in UCCE, doesn't meet your thresholds for doing a callback in the VXML application, etc.).

Does that help?

[david.macias]

Additionally just because a call goes through CUBE doesn't mean it will have to have CCB. The dial peer can control which calls use the tcl or not.

david