The Verba Recording System supports direct Cisco Unified Contact Center Express (UCCX) integration as part of the Verba Cisco JTAPI Service. Using this integration the recording system provides access to Cisco UCCX specific call data.
Multiple new possibilities are available in your Verba Recording System based on the collection of UCCX information:
- dialed number searches - search for calls that came through a specific phone number
- queue-based QM projects - add all calls coming from a queue to a certain quality management project
- identifying calls of an agent - focus on the calls of a certain agent (no matter where they sit in the contact center)
search in IVR input - search for IVR collected information, like customer IDs and zip codes
more CDR information - get more insight into the history of your recorded calls
Collected UCCX parameters
- Application Name
- CSQ Name
- Calling Device ID
- Called Device ID
- Called Agent ID
- Alerting Device ID
- Answering Device ID
- Answering Agent ID
- Dialed Number
- Last Redirect Device ID
- Connection Device ID
Configuring the Cisco Central Recording Service for UCCX integration
Cisco UCCX integration is built-in into your standard Verba Recording System solution.
Step 1 - The metadata is stored in a pre-configured metadata template. To use the built-in Cisco UCCX template, associate it with the desired Verba user group (the group where your UCCX agents and supervisors are) via the following web interface configuration page:
Administration / Groups / <select a group> / Metadata Template Association
Step 3 - Click on the Change Configuration Settings tab and expand the Cisco JTAPI Configuration / Cisco UCCX Integration section.
Step 4 - Type the IP addresses of your UCCX servers into the Cisco UCCX IP Address(es) field. Master and Slave UCCX servers should be listed in the same row separated by commas. Independent UCCX servers should be separated by new lines.
Step 5 - Click on theicon to save your settings.
Step 6 - The system will notify you that the changes need to be applied to the server by restarting the involved services or rereading the new configuration. Execute the required tasks.
After executing the steps above, UCCX related metadata is being collected for all new calls. Check Call Details.