Webex Contact Center and CUCM without Webex Calling

[RaoulKurjah]

Hi everyone, I'm Raoul Kurjah. Some colleagues and I have been experimenting with Webex Contact Center on our Webex Gold Tenant. Currently we're trying to integrate Webex Contact Center with CUCM such that we can utilize CUCM on-premises to manage devices, and utilize Webex Contact Center for our contact center solution.

So far, we've used this documentation to get to the point of being able to call in through the PSTN and reach our contact center flow on Webex Contact Center. However, the problem arises when an agent attempts to answer the call. We can see the call coming in on the agent desktop, but we're then met with a RONA error message.

We've boiled the problem down to the fact that there is no device tied to an extension number that we can associate the agent to for them to be able to receive and answer the call. Since we don't have Webex Calling, we would like to integrate with CUCM to resolve this issue by using the phones registered on CUCM and associate them to agents.

We'd be grateful for any advice or guidance anyone can provide in terms of if this is a suitable solution, if it's possible, or if we're missing anything obvious. Looking forward to the discussions and thanks in advance.

[MapleLeaf]

You can use a LGW and just send the calls to your CUCM cluster.

[bill.king1]

Hi, so dumb question, but do your phones have DIDs tied to them? So phone SEPAAAAAA has DID 2151234567 tied to it, and in Webex CC you tell them to send it to that phone number? Is that what you're looking to do?

[b.winter]

As @bill.king1 and @MapleLeaf indicated.
The agent in WxCC needs to have an extension assigned, with which he logs into the agent desktop.

This extension must be callable by the WxCC. The WxCC starts a normal SIP call to this agent extension.
And if you are talking about connecting CUCM, you need to have some sort of LGW, that connects the Webex world with your CUCM.

So when an agent is selected, the call flow to the agent is e.g.:
WxCC --> LGW --> CUCM --> Phone/Jabber

During the order of WxCC, you are normally asked which PSTN connection and setup (Webex Calling, or CUCM, ...) you will use for WxCC.
You cannot just start connecting your CUCM with WxCC, because there are also tasks needed on the Cisco side.
If this wasn't done, you need to talk to Cisco again and clarify the setup.

[b.winter]

Hi,
"...but that’s the only feasible way to achieve the integration between CUCM and Webex Contact Centre without Webex Calling." is a very "confident" statement.

First, WxCC integration with CUCM is a standard scenario designed by Cisco.
Second, you don't even need any 3rd party applications or servers

The following picture shows the possible PSTN options for WxCC

Option 3 using BYO PSTN with a LGW. And the same construct can be re-used to connect to CUCM.

[Roger Kallberg]

We use WxCC with CM endpoints without Wbx Calling and don’t use any custom integration as you mention.

[prawat155]

A unified agent desktop integrated with Webex Contact Center workspace might work here. In this approach, you will need to have a unified agent desktop with custom integration requirements. One, it needs to be integrated with webex contact center workspace for agents, which is easily available through third-party contact center solution providers. Secondly, the agent desktop further needs to be integrated with CUCM for capturing telephony events. The integration requirements are a bit unique, but that’s the only feasible way to achieve the integration between CUCM and Webex Contact Centre without Webex Calling. You may try NovelVox’s Unified Agent Desktop. They support custom agent desktop integration by offering ready integration with over 75 third-party applications. 

Hope this helps!!