Breadcrumbs

Cisco Voice Channel Configuration Guide


For CX4.2 see this guide.


Recommendations

  • Finesse and CIM Server Time should be synced.

  • Always keep the Customer Activity Timeout greater than the one configured on cisco(finesse) for the voice channel.

Unified Admin Configurations

Channel Manager Config

  • The following variables need to be added in the channel provider for the VOICE channel type on unified-admin.

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  • Then we need to set the values in channel-connector for the provider configured above for VOICE channel type on unified-admin.


            image2023-1-9_9-59-8.png


  • Then we need to configure values in channel settings for VOICE channel type on unified-admin.

    • Add the desired channel name.

    • Add the configured DN(Dial Number) for the contact center as a Service identifier for the channel.

    • Select the configured Bot.

    • Select the configured channel connector.

    • Select Channel Mode i.e HYBRID. (supported by the system as of yet.)

    • Configure the activity timeout.

      Note: 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.

                                                                          image2023-1-9_10-3-21.png  

    • To set Routing Mode as EXTERNAL.
                                                    image2023-2-23_23-24-34.png

    • To configure Outbound conversation, enable Default Outbound Channel for the voice channel being used. 
                                  image2023-2-16_10-15-18.png


Media Routing Domain (MRD) Config

  • Set the ManagedByRoutingEngine flag to false for the default VOICE MRD.  

                                                                  image2023-2-23_23-27-22.png