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Cisco Voice Channel Configuration Guide

For CX4.2 see this guide.


  • 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.
    • 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.  


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