Communication Recording Agent and Cisco Unified Contact Center Express (UCCX)
This topic provides general architecture details for the Uniphore Cisco UCCX integration. For system deployment details specific to a customer environment please refer to the customer’s Solution Design Document from Uniphore.
Note
This topic covers the UCCX contact center component only, and is designed to be used in combination with a supported Communication Recording Agent recording integration.
The general architecture for the Communication Recording Agent integration with Cisco UCCX is relatively straightforward. Using this integration, Cisco UCCX contact center metadata is captured along with each call recording via a GED-188 CTI Connection to the UCCX Server.
Note
This CTI integration supports resiliency – in effect, this is driven by the resiliency models supported by the associated telephony integration. Please refer to your recording Integration Guidelines for full details.
See Call Metadata for UCCX specific metadata.