Cisco UCCX Integration

Supported for on-premise DEPLOYMENTS + Hybrid Deployments

Purpose

This guide provides a general overview of Cisco UCCX Integration for Customer's Cisco UCCX Administrators. No previous steps are required.

Prerequisites

1. Customer’s Cisco UCCX Administrator access credentials.

2. Customer's Active Directory Administrator access credentials.

Integration Details

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

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.

What Is Supported

Limitations

• The Eleveo integration does not support Wrap-up with UCCX

• If there are users on the UCCX side that are not members of any of the groups in this mapping, they will not be imported to User Management.