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.

Parameter name

Description

Cisco UCCE PG CTI Server
IP(s) and port(s)

After clicking on the gear icon at the end of the line, the following fields can be configured:

Master IP Address
Master Port
Slave IP Address
Slave Port

CTI Server Protocol Version

Using a higher protocol version than the highest supported by the CTI Server will cause communication failures.
However, using a lower version than the highest supported, the CTI Server has to reencode every message.
Protocol versions based on UCCE version:

UCCE Version	Protocol Version
UCCE Version 10.0	18-19
UCCE Version 9.0	16-17
UCCE Version 8.5	15
UCCE Version 8.0	14
ICM Version 7.0	10-13
ICM Version 5.0	9
ICM Version 4.6	8
ICM Version 4.5	7
ICM Version 4.1	6
ICM Version 4.0	5

Peripheral ID

If only a specific Peripheral should be monitored, then set this setting to that Peripheral ID.
Otherwise, leave this setting on 999999999, and the system will monitor every Peripheral.

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.