Connect Voca CIC to Third-party Live CX

This scenario enables you to establish an additional SIP connection between the Voca CIC service and the Live CX service, integrating with a third-party Contact Center. For example, Genesys, or Five9. Voca CC receives inbound calls through the configured SBC and processes them according to the Call Flow configuration defined in the Voca CIC interface. For example, you can transfer incoming calls from Voca CIC through the SBC device to a third-party Contact Center.

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Do the following:

1.

Ensure that the Service Provider tenant is enabled for the Live CX service. See Adding Service Provider Tenants.

2.

Add a channel, enabling both the Live CX service. See Adding Channels.

3.

Create Live CX service (see Onboarding Live CX Service) under the customer whose attached service provider or channel enabled for the Live CX service.

4.

Create CX SIP connection for the Third-party entity (see Add Live CX SIP Connection).

5.

Create SIP connection for the PSTN pair of the connection created in the above step using the relevant PSTN script (see Add PSTN SIP Connection).

6.

Create CX SIP connection for the Voca CIC leg using 'LiveCX-Voca-Add-Voca-side' script (see Add Live CX SIP Connection). For this connection, you must configure the customer variable for the FQDN of the Voca CC server.

7.

Create SIP connection for the PSTN pair of the connection created in the above step using the relevant PSTN script (see Add PSTN SIP Connection).