This space uses two Imagicle platform components throughout. If you are new to Imagicle AI Contact Center, read this before the onboarding guides.
UCX Suite
UCX Suite is the integration engine that talks directly to your calling platform (Cisco UCM, Cisco Webex Calling, or Microsoft Teams). It handles SIP trunking, call queuing (ACD), auto attendants, directories, and call/screen recording capture.
It comes in two deployment forms:
-
UCX on-prem Suite — installed on your own infrastructure, typically paired with Cisco UCM
-
UCX Cloud Suite — hosted by Imagicle, typically paired with Webex Calling or Microsoft Teams
Most of the steps in Onboarding by platform configure UCX Suite: the connection to your calling platform, plus the queues, auto attendants and directories that live on top of it.
UCX Platform
UCX Platform (often abbreviated UCXP) is the cloud web portal layered above UCX Suite. It handles identity and access rather than telephony:
-
Single Sign-On (SSO) against Webex or SAML/OIDC identity providers
-
Users' synchronization against Webex Control Hub or MS Entra ID
-
License assignment across the three AI Contact Center profiles (Voice Core, Voice Pro, Omnichannel)
UCX Platform is also where the two cloud-native modules live: AI Receptionist and Smartflows. You need admin access to UCX Platform before you can configure either of them — see UCX Platform - Global Configurations.
How they fit together
|
|
UCX Suite |
UCX Platform |
|---|---|---|
|
Talks to |
Your calling platform (Cisco UCM, Webex Calling, MS Teams) |
Identity providers, Webex Control Hub, MS Entra ID |
|
Handles |
SIP trunking, queues, auto attendants, directories, recording capture |
SSO, users sync, licenses, AI Receptionist, Smartflows |
|
Configured in |
Call Recording interface: where it lives depends on the platform
This is a common point of confusion, so it's worth spelling out. Where the recordings search & playback interface is available depends on how the call is captured, not just on the calling platform:
|
Platform / capture method |
Interface in UCX Suite |
Interface in UCXP |
|---|---|---|
|
Cisco UCM |
Available (on-prem or Cloud) |
Available |
|
Webex Calling — leveraging UCX Suite’s native recording engine |
Available (Cloud only) |
Optional |
|
Webex Calling — native Webex recording provider/connector |
Not available |
Available |
|
Microsoft Teams |
Optional |
Available |
Regardless of which row applies, the AI-based features (transcription, sentiment analysis, AI summary, Agent Scoring) are only available through the UCXP interface. This means recordings have to be uploaded to the Imagicle cloud to get AI Insights, even in an otherwise on-prem UCX Suite deployment — this is not optional if AI Insights is part of the deal.
See Compliancy Recording with AI Insights - Configurations for the actual configuration steps.