Connect Voca CIC to Microsoft Calling Plan or Operator Connect

This scenario enables you to establish a SIP connection between the Voca CIC service and either Microsoft Calling Plan or Microsoft Operator Connect. 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 to the Microsoft Phone System using Microsoft Calling Plan or Operator Connect services.

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Do the following:

1.

Ensure that the Service Provider tenant is enabled for the Live CX and Voca CIC services (see Adding Service Provider Tenants).

2.

Add a channel, enabling both the Live CX and Voca CIC services (see Adding Channels).

3.

Ensure that the channel is enabled for the Live CX and Voca CIC services (see Adding Channels).

4.

Create a new Live CX service (see Onboarding Live CX Service) and Voca CIC service (see Onboarding Voca CIC Service) under the Live CX and Voca CIC enabled channel .

5.

Create a new CX SIP connection 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.

6.

Create a SIP connection for the PSTN pair of the above Live CX connection using the relevant PSTN script (see Add PSTN SIP Connection).

7.

Upload the number to the 'LiveCX' dial plan for connecting outbound calls to Live CX entity from Voca CIC (see Uploading numbers).

8.

Open the Management portal (see Day Two Management using Management Portal (Tenant Mode)) and then configure the following:

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IVRs/Call flow configuration as required in the Voca CIC interface for the DID uploaded to customer Teams admin center through Operator Connect or Microsoft Calling Plan (see Voca Flow Builder).

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Enable Microsoft Calling Plan or Operator Connect configuration (see Voca Admin Guide).