Connect Voca CIC to Webex Cloud Connect

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.

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Do the following:

1.

Ensure that the service provider tenant is enabled for the Webex Cloud Connect service. See Adding Service Provider Tenants.

2.

Add a channel, enabling both the Voca CIC and Webex Cloud Connect services. See Adding Channels.

3.

Create Webex Cloud Connect service (see Onboarding the Webex Service) under the customer whose attached service provider or channel is enabled for the Webex Cloud Connect service.

4.

Create Webex Cloud Connect with PSTN SIP connection (see Add Live Webex Cloud Connect SIP Connection). For this connection, you must configure the customer variable for the FQDN of the Voca CC server.

5.

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

6.

Upload the number to the 'Webex' dial plan 'WebexCcpp' for connecting outbound calls to Webex entity from Voca CIC (see Uploading Numbers).

7.

Create Voca CIC service (see Onboarding Voca CIC Service) under the customer that you added the Webex Cloud Connect service.

8.

Configure the IVRs/Call flow configuration as required for the DID uploaded to Live CX dial plan (see Voca Flow Builder).