Cisco Voice Channel Configuration Guide
Recommendations
Finesse and CX Server Time should be synced.
Always keep the Customer Activity Timeout greater than the configured call timeout on Cisco (finesse) for the Cisco voice channel.
System Configurations
The Cisco Finesse admin should be contacted for the configuration of the Finesse agents and gadgets.
Once those are set up, the following guide can be used to update and integrate with CX.
Unified Admin Configurations
Channel Manager Config
The following variables need to be added in the channel provider for the CISCO_CC channel type on unified-admin. The provider webhook is not required in this case
Add a channel connector for the provider configured above for the CISCO_CC channel type on unified-admin.
Add a channel for CISCO_CC channel type on unified-admin.
Add the desired channel name.
You can add any number as a service identifier for the channel. (The same identifier should be used in the Agent Desk configurations for the attribute
CISCO_SERVICE_IDENTIFIER)Select the configured Bot.
Select the configured channel connector.
Configure the activity timeout. (The recommended value for the customer inactivity timeout should be greater than the one configured for a call in the contact center; otherwise, the system may cause issues.)
Select Channel Mode, i.e., HYBRID. (supported by the system as of yet.)
Set the Routing Mode as EXTERNAL.
To configure an Outbound conversation, enable the Default Outbound Channel for the Cisco voice channel being used.
Channel Category Config
Set the ManagedByRoutingEngine, Autosync state with the parent state & Interruptible flag to false for the default CISCO CC category.
The MaxTaskRequest should be set to 1.
Agent Channel Categories Config
For each user, the max task request should be set to 1 for CISCO CC mrd.
