Cisco UCCX 8.02 adapter issue

[Former Member]

Hi folks, we have a question about how to integrate the UCCX 8.02 product with ICI / BCM when the adapter documentation states that UCCX (Express version) is unsupported. What we're seeking is simply to get the inbound call event captured, the calling number identified and passed for query so that a pop-up can be made on the agent's desktop.

Seems simple enough?  LOL.  Looking for some guidance.  We've poured through the Cisco documentation, and have not had much luck finding anything nearly in depth enough from the ICI and BCM side so we can write some pseudo-code for a work-around.

Any insights will be greatly appreciated...!!

Thx,  AB

[former_member340454]

Hi Anthony,

It´s seems that the Cisco UCCX 8.02 do not send the call foward to any third-party software according with the release notes (Cisco UCCX802), So I think the solution is replace this equipament and use a VoIP gateway, or you can use another Cisco equipament.

http://www.cisco.com/web/software/280840578/62316/UCCX802Su4rn.pdf

Best regards,

Rodrigo Lucas

[Former Member]

Thanks Rodrigo,

You're right about the in-operability of this version with our interaction center. Hence, what we're trying to accomplish is capture the inbound call number from the memory register and/or Cisco call event log so we can make an RFC to validate the contents against any known business partner contact number.

It's a bit of a work-around, but necessary because it's what we have to work with for now.

If you have anything on the ICI and/or BCM side that can help guide us through a customization like this it'd be awesome!

Um abraco,  AB

[former_member340454]

Hi Anthony,

Ok, But you only want to capture the number of the caller from Cisco and the call will not received in SAP BCM?

As we know the Cisco do not send the call forward.

About the cisco equipment I do not know how to help you to collect this data

Abraços

Rodrigo