Webex Contact Center integration with telephony solutions
What type of telephony must a customer have in order to integrate Cisco Webex Contact center?
Does Webex contact center work with any telephony solution? Webex Contact Center integration with telephony.
To integrate Cisco Webex Contact Center into a client, telephony must meet certain requirements to ensure smooth integration and optimal performance. Webex Contact Center supports multiple telephony solutions. Generally speaking, the customer must have a telephony solution that supports the following types of infrastructure and protocols:
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VoIP (Voice over IP) telephony
- Webex Contact Center is designed to work primarily with IP-based telephony (VoIP), as this is the most efficient and flexible way to manage voice interactions in the cloud.
- Recommended protocol: SIP (Session Initiation Protocol).
- SIP is a widely used standard for establishing, maintaining and terminating communication sessions, and Webex Contact Center integrates seamlessly with SIP solutions, facilitating connectivity between customer telephony systems and the Webex platform.
Examples of compatible solutions:
- Cisco Unified Communications Manager (UCM).
- Avaya (with SIP protocols configured).
- Asterisk and other SIP-based telephony platforms.
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Cloud-Based Telephony (Cloud-Based Telephony)
- If the customer already uses a cloud telephony solution (such as Twilio, RingCentral, 8×8, Genesys Cloud, Amazon Connect, etc.), Webex Contact Center also supports these platforms.
- These solutions generally allow integration through APIs, connectors or SIP Trunks, allowing Webex Contact Center to manage voice, chat, and other channel interactions centrally.
Examples of supported cloud solutions:
- Twilio.
- Genesys Cloud.
- Amazon Connect.
- RingCentral.
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Hybrid Phone Systems (On-Premises and Cloud)
- For customers using a combination of on-premises and cloud telephony infrastructure (hybrid solutions), Webex Contact Center can also be integrated through integration bridges or SIP gateways that allow connection between on-premises systems (such as a PBX) and the cloud.
- SIP Gateway: Used to connect the traditional telephony infrastructure (such as PBX or PSTN lines) to the Webex cloud platform.
Examples of compatible hybrid solutions:
- Cisco UCM with Webex Calling.
- Hybrid solutions from Avaya or Mitel.
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Traditional Telephony Solutions (PSTN)
- Webex Contact Center can integrate with traditional telephone networks (PSTN), but this generally requires a SIP gateway solution or a Session Border Controller (SBC) to translate analog to digital signals, enabling interoperability between the traditional telephony infrastructure and Webex.
- SBC or SIP Trunks are used to route calls through Webex Contact Center from traditional telephony networks.
Additional requirements:
- Adequate bandwidth: Voice call quality and channel connectivity must be guaranteed, so it is recommended to have sufficient bandwidth and quality of service (QoS) to handle contact center interactions without quality degradation.
- SIP connection: If a VoIP or PBX platform is used, the solution must be able to handle SIP trunks and ensure that interactions are correctly routed to Webex Contact Center.
Summary:
To integrate Cisco Webex Contact Center, the client must have a VoIP telephony infrastructure based on SIP, either through a PBX system (such as Cisco UCM, Avaya, or Asterisk) or a cloud telephony solution. In addition, if traditional telephony technologies (PSTN) are used, it will be necessary to use SIP gateways or Session Border Controllers (SBC) to ensure interoperability.
