cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
308
Views
1
Helpful
1
Replies

Using MS Teams Calling for Cisco UCCX and Finesse

JonesR
Level 1
Level 1

Good Morning All,

We currently have a deployment of the UCCX contact center and using Cisco Jabber for Calling only, we have disabled Jabber chat to move the business over to MS Teams.

As you can imagine staff are now asking when calling will move into Teams, we could make this happen quickly however it is the contact center that will be the issue.

Is it possible to make MS teams and Cisco UCCX work together the same as they do with Cisco Jabber without the requirement of Cisco Jabber running/installed? (I am expecting a no) 

What other solutions are there to overcome this issue? 

Thank you in advance.

1 Accepted Solution

Accepted Solutions

Jonathan Schulenberg
Hall of Fame
Hall of Fame

CCX expects CTI control over the agent’s device. The closest you can get with an off-net uncontrollable destination is the Extend and Connect feature of Jabber. This moves the audio path to something external to CUCM, traditionally a PSTN TN (eg cell phone or landline). CUCM uses a MTP to emulate a controllable device for CCX. The agent still uses Jabber to set/define that destination though.

By contrast, Webex Contact Center has no CTI dependency for the agent device; it can be anything. It’s also directly certified for MS Phone System integrations.

View solution in original post

1 Reply 1

Jonathan Schulenberg
Hall of Fame
Hall of Fame

CCX expects CTI control over the agent’s device. The closest you can get with an off-net uncontrollable destination is the Extend and Connect feature of Jabber. This moves the audio path to something external to CUCM, traditionally a PSTN TN (eg cell phone or landline). CUCM uses a MTP to emulate a controllable device for CCX. The agent still uses Jabber to set/define that destination though.

By contrast, Webex Contact Center has no CTI dependency for the agent device; it can be anything. It’s also directly certified for MS Phone System integrations.