Connect Voca CIC to Live CX

This scenario enables you to establish a SIP connection between the Voca CIC service and the Live CX service using the LiveCX-Voca-Add-Voca-side script. Inbound calls are received by Voca CC through the configured SBC, and are then processed according to the Voca CIC Call Flow configuration. For example, you can transfer incoming calls from Voca CIC through the SBC device to a CX Call Center.

This setup is based on the Genesys Cloud CX, however, you can also connect to other Third-party Cloud CX platforms such as Five9 using this procedure.

➢ Do the following:
1. Ensure that the service provider tenant is enabled for the Live CX and Direct Routing services. See Adding Service Provider Tenants.
2. Add a channel, enabling both the Voca CIC and Live CX services. See Add Channels.
3. Create Live CX service (see Onboarding Live CX Service) under the customer whose attached service provider or channel is enabled for the Live CX service.
4. Create CX SIP connection using 'LiveCX-Voca-Add-Voca-side' script (see Add Live CX SIP Connection). For this connection, the predefined Proxy Set toward Voca CIC will be used.
5. Create SIP connection for the PSTN pair of the above Live CX connection using the 'LiveCX-Voca-Add-PSTN-side' script (see Add PSTN SIP Connection).
6. Upload the number to the 'CustVoca' dial plan for connecting outbound calls to Live CX entity from Voca CIC (see Uploading Numbers).
7. Create Voca CIC service (see Onboarding Voca CIC Service) under the customer whose attached service provider or channel is enabled for the Voca CIC service.
8. Configure the IVRs/Call flow configuration as required for the DID uploaded to Live CX dial plan (see Voca Flow Builder).