Cisco UCCE Integration

Overview

The Verba Recording System supports direct Cisco Unified Contact Center Enterprise (UCCE) integration as part of the Verba Cisco JTAPI Service. Using this integration the recording system provides access to Cisco UCCE specific call data. 

Multiple new possibilities are available in your Verba Recording System based on the collection of UCCE 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

The UCCE integration is only available when using Cisco network-based recording.

Collected UCCE parameters

• Alerting Device ID

• ANI

• Answering Device ID

• Call Type

• Call Variable 1

• Call Variable 2

• Call Variable 3

• Call Variable 4

• Call Variable 5

• Call Variable 6

• Call Variable 7

• Call Variable 8

• Call Variable 9

• Call Variable 10

• Called Device ID

• Called Party Disposition

• Caller Entered Digits

• Calling Device ID

• Campaign ID

• Customer Account Number

• Customer Phone Number

• Dialed Number

• DNIS

• Last Redirect Device ID

• Line Handle

• Line Type

• Peripheral ID

• Peripheral Type

• Query Rule ID

• Service ID

• Service Number

• Skill Group ID

• Skill Group Number

• Skill Group Priority

• Trunk Group Number

• Trunk Number

• User Prompt

• UUI

Configuring the Cisco Central Recording Service for UCCE integration

The Cisco UCCE 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 UCCE template, associate it with the desired Verba user group (the group where your UCCE agents and supervisors are) via the following web interface configuration page: Users / Groups / <select a group> / Metadata Template Association

In order to read the data of custom fields from UCCE, in the UCCE Metadata Template set the Property Id of Call Variable X to the identifier of the custom field (as shown in UCCE)

Step 2 - On the Verba web interface, navigate to System / Servers, select the Recording Server where the Verba Cisco JTAPI Service is enabled.

Step 3 - Click on the Change Configuration Settings tab and expand the Cisco JTAPI Configuration / Cisco UCCE Integration section.

Step 4 - Fill out the configuration fields according to the table below.

Step 5 - Click on the 

 icon 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, UCCE related metadata will be collected for all new calls. Check Call Details.

You can show Cisco UCCE metadata as columns in your search results by modifying the Conversation List Layout.