In this article we are listing all the required configurations to apply on Cisco UCM/Webex Calling DI, UCX Suite and UCX Platform to properly onboard Imagicle AI Contact Center solution with all its components.
Configuration steps shared with other platforms are collected in Common UCX Suite Configuration — this page lists only the steps specific to Cisco UCM.
Configurations on Cisco UCM
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Feature Description |
Configurations to apply |
KB Article links |
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Make sure you have already applied global settings. |
Common preliminary configurations. |
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Unencrypted call routing to Imagicle queues |
Define an clean SIP trunk between CUCM and Imagicle UCX Suite |
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Encrypted call routing to Imagicle queues and Auto Attendant. |
Define a Secure SIP trunk between CUCM and Imagicle UCX Suite, with relevant Route Patterns to queues and Auto Attendant (used also for AI Receptionist) |
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Enable Camp-on feature |
Add a CUCM Route Pattern, including an unused prefix. |
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Enable Imagicle HA |
Additional RL/RG/SIP trunk for redundancy purposes. |
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Enable CTI call control and monitoring |
Dedicated Application user |
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Enable Silent Monitoring & Whisper Coaching features (AI Voice Pro and AI Omnichannel profiles only) |
Monitoring CSS on Supervisors' phone devices. |
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Enable Park Ports range (AI Voice Pro and AI Omnichannel profiles only) |
Range of park ports to be used by agents. |
How to configure and troubleshoot UCX Attendant Console Call Park feature |
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Enable access to Imagicle directories from XML-enabled Cisco IP Phones |
Define a Phone Service on purpose |
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Enable CURRI-based Caller ID resolution |
Leveraging previously defined Imagicle ECC. |
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Enable optional "Smart Numbers" feature |
Speed Dial range definition, with relevant Route Pattern, leveraging previously defined Imagicle ECC. |
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Enable access to Imagicle directories by leveraging Cisco MRA |
Cisco Expressway configurations to allow Internet access from Jabber clients and IP Phones |
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Unencrypted recording streams routing to Imagicle Call Recording. |
Define an clean SIP trunk between CUCM and Imagicle UCX Suite |
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Encrypted recording streams routing to Imagicle Call Recording. |
Define a Secure SIP trunk between CUCM and Imagicle UCX Suite |
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Enable Imagicle Call Recording HA |
Add RL/RG and a redundant SIP Trunk |
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SIPREC recording on Cisco CUBE |
Configurations to be applied on Cisco Voice GW or CUBE |
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Phone forking Built-in Bridge recording method |
CUCM recording profile, phone device and DN enablements. |
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Gateway forking Built-in Bridge recording method (NBR) |
Additional CUCM and Voice GW configurations. |
Cisco Built-in Bridge gateway forking additional configurations |
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Automated Dial-in Conference recording method |
CUCM dedicated pilot number and relevant Route Pattern |
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On-demand recording buttons on Cisco IP Phones |
Based on Softkey Template or XML Phone Service |
On-demand Recording trigger for Built-in Bridge, Live Keep and Dial-in Recording Methods |
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Enable Call Recording with overlapping dial plan or shared lines |
Specific Partition(s) configurations to allow recording of overlapped extensions. |
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Call Recording privacy voice announcement |
CUCM dedicated pilot number and relevant Route Pattern |
Configurations on UCX Suite
For the steps common to all platforms (email, monitoring, queues, auto attendants, directories, agent clients, call recording global settings) see Common UCX Suite Configuration. Complete this section first, then continue there for the remaining steps, followed by UCX Platform - Global Configurations.
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Feature Description |
Configurations to apply |
KB Article links |
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Enable CTI/TAPI monitoring on UCX on-prem Suite. |
TSP Installation on UCX on-prem Suite |
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CUCM Calling Platform IP/FQDN and AppUser credentials. |
IP Telephony System Parameters |
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Imagicle needs to know the CUCM dial plan, to properly normalize phone numbers and distinguish between internal extensions and PSTN numbers. |
Numbering Plan Parameters |
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Populate the Users' database from an external source, including fields mapping. |
Choose the data source: CUCM or AD/LDAP |
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Establish a connection to Cisco UPS to retrieve real-time rich presence status (required for UCX Console only). |
Presence Server Configuration and diagnostics |
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Imagicle Cluster enablement, to provide HA and data replication across multiple nodes. |
HA Cluster creation. Optional SimpleFailover tool |
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Imagicle gadgets are available for several apps and they can be added in Webex and MS-Teams clients. |
Gadgets configuration: Webex Desktop / MS-Teams Desktop/Mobile |
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Click-to-call from Imagicle gadgets |
Specific gadget URLs for click-to-call feature |