Connect Voca CIC to Microsoft Operator Connect Service Providers

This scenario enables you to establish a SIP connection between the Voca CIC service and an Operator Connect service provider. 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 the Operator Connect service.

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Do the following:

1.

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

2.

Create a channel, enabling both the Voca CIC and Operator Connect services (see Adding Channels).

3.

Create an Operator Connect service under the Operator Connect enabled channel (see Onboarding Operator Connect Service).

4.

Upload DIDs to the Operator Connect service (see Uploading Operator Connect Numbers).

5.

Create Voca CIC service under the Voca CIC enabled channel (see Onboarding Voca CIC Service).

6.

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 in the Voca CIC interface for the DID uploaded to the OC dial plan (see Voca Flow Builder).

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