IPCC Express Enhanced - Integration with 3rd Party Call Control

[ritsonr]

Hi All... i'm looking at a solution at the moment where we need to employ IPCCx for the contact center features but not CUCM... Does anyone have any knowledge/experience connecting non Cisco call control with Cisco IPCCx across say a SIP trunk? Is this sort of thing done/possible?

Cheers,

Rich...

[Aaron Harrison · Accepted solution]

Hi

UCCX uses the CCM JTAPI system to control phones, CTI Route points, CTI Ports etc, and uses CCM for authentication of users and lots of other stuff.

The bottom line is that it's very tightly integrated to CCM, and requires CCM to operate. You can't use it with other systems...

Regards

Aaron

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[Jonathan Schulenberg]

Not supported. You will need to integrate it with UCM or CME. Either of those call agents can support a SIP trunk to a third-party PBX however.

[Aaron Harrison · Accepted solution]

Ah yes... forgot CME :-)

The other point is that the Agents need to be on IP handsets controllable via CTI, so they couldn't be lines on the PBX over the SIP trunk.

Regards

Aaron

[ritsonr]

Nice one guys, thanks... We're seeing a lot of customers wanting the simplicity of a cloud based IPT solution to replace end of support Call Manager 4.2 implementations but they still want the functionality of IPCC and many of the cloud based options dont offer many features compared... So we'll go with decommission of server based CUCM and replace with CME... thanks again