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Cisco UCCX Integration

  • Purpose of this guide: This guide provides a general overview of Cisco UCCX Integration.

  • Audience: Customer's Cisco UCCX Administrators.

  • Previous steps: No previous steps are required.

  • When: Use this guide to understand what is required to deploy Eleveo integration with Cisco UCCX.


Integration Details

Integration of Eleveo with Cisco UCCX is achieved by using the Integration Module and UCCX Data Importers.

The UCCX Integration Module connects Eleveo Call Recording to a third-party Cisco Unified Contact Center Express solution. The connection with Cisco UCCX is based on the UCCX CTI communication protocol. A connection with Call Recording is implemented through the Call Recording API.

The Integration Module connects to the UCCX server in bridge mode. This ensures that it receives all agent-state and call events. It also subscribes to UCCX configuration updates for agents and devices. The Cisco JTAPI recording method is required for UCCX integration, as information lookup in both systems (UCCX and Call Recording) leverages call identification (GlobalCallID), only available through Cisco JTAPI. The UCCX Integration Module supports both Active and Passive recording types. 

Import of users and groups is handled by UCCX User Data Importer, while the import of WFM historical and adherence data is handled by UCCX WFM Data Importer.

Supported Integration Use Cases

Eleveo supports integrations for the following purposes:

  • Recording – Recording is achieved via JTAPI recording.

  • Screen Capture – Is supported by Eleveo for UCCX

  • Users and groups import – Ensure that the correct users and groups are matched to media recordings

  • User Authentication – User authentication is supported

  • Conversation Explorer – Search, view, and playback recorded media

  • Quality Management – Perform quality reviews from within Eleveo Quality Management

  • Live Monitor – Is supported by Eleveo for UCCX

  • WFO Analytics – UCCX data can be displayed within the Dashboard

  • WFM Historical Data Import – Is supported by Eleveo for UCCX

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