Cisco Contact Center Integration with EF CX Cloud

Establish Connectivity-CX Cloud to Cisco Contact Center

Network Connectivity

Integrating the on-premises Cisco Contact Center with cloud-based EFCX applications necessitates robust network connectivity to ensure smooth communication and data exchange between the environments. Here's a refined approach to achieve this:

1. Assess Network Connectivity Options: Begin by evaluating whether a direct network connection with Network Address Translation (NAT) or a VPN tunnel is more suitable for integrating the solution.

2. Direct Connection with NAT: If EFCX needs to communicate with Cisco Finesse inside the LAN, consider establishing a direct connection with NAT on the main gateway Router/Firewall. This setup redirects inward traffic to Cisco Finesse within the LAN.

3. VPN Tunnel for Security: If direct inward traffic with NAT poses security concerns, opt for establishing a Site-to-Site VPN to connect the on-premises network with the cloud infrastructure. This secure VPN tunnel can be configured to permit only the necessary protocols, ports, and algorithms for communication.

What should be the Prerequisites?

Below are the primary requirements to establish connectivity

1- Public IP addresses of cloud instance and On-Premises infrastructure ( for VPN tunnel endpoints)

2- TCP / UDP port list for secure communication

3- Internal subnet network ID for LAN and cloud

4- Finesse Server IP address

Servers Connectivity

1. The agent should have access to EFCX-AgentDesk via the internet or VPN site-site tunnel.

2. EFCX should have access to the Cisco Finesse Servers over ports 443, 7443, and 8445.

Agents Connectivity

For Agents Connectivity, see the following guides:

• AgentDesk Environment Configurations for Cisco

• Cisco Voice Channel Configuration Guide