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.