Cisco Voice Channel Configuration 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.
- Then we need to set the values in channel-connector for the provider configured above for VOICE channel type on unified-admin.
- 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.
- The service identifier should be set the same as the static identifier set in the Unified-Agent ConfigMaps under the key CISCO_SERVICE_IDENTIFIER.
- The identifier is required for the channel identification in case of any CISCO_CC type 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.
- To set Routing Mode as EXTERNAL.
- To configure Outbound conversation, enable Default Outbound Channel for the voice channel being used.
Media Routing Domain (MRD) Config
- Set the ManagedByRoutingEngine flag to false for the default VOICE MRD.