Cisco BroadWorks Configurations

Imagicle Advanced Queuing can interacts with BroadWorks calling platform leveraging a SIP trunk to accept incoming call and transfer them to the targets/agents.

The required configuration on BroadWorks includes the following steps:

• Identity/Device Profile configuration
• User(s) Profile configuration
• User(s) Addresses configuration
• User(s) Services Assignment

1. Identity/Device Profile

Please access to Cisco BroadWorks administration web portal and go to Enterprise ⇒ Resources:

Click on Identity/Device Profiles and hit "Add" to configure a new Identity Profile. Such profile is required for each Imagicle UC Suite node where queue calls should be routed. 

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Please compile the form with the following data:

• Identity/Device Profile Name: Name of your choice, identifying the Imagicle UC Suite server
• Identity/Device Profile Type: Select "Generic SIP IP-PBX" from pull-down menu
• Protocol: Select "SIP 2.0" from pull-down menu
• Host Name/IP Address: Add Imagicle UC Suite FQDN or IP address
• Port & Transport: TCP Port 5062

You can leave other parameters to default values. See below sample:

2. User Profile

Each queue defined in Imagicle Advanced Queuing application should have a corresponding "virtual" User in BroadWorks platform. Please go to Enterprise ⇒ Users ⇒ Profile

Hit "Profile" and compile the form with the following data:

• Last Name & First Name: Name of your choice, identifying the Imagicle Queue
• Calling Line ID Last Name & First Name: This is the caller ID appearing on agent's phone when a call is received from this queue

You can leave other parameters to default values. See below sample:

3. User Addresses

Now you need to provide the destination route to allow callers to reach the Imagicle queue. Please go back to Enterprise ⇒ Users and select previously defined User's Profile

Hit "Addresses" and compile the form with the following data:

• Phone Number: Previously defined User, from pull-down menu
• Extension: Optional Speed-Dial short number
• Identity/Device Profile Name: Please select the Identity/Device Profile previously defined in step #1
• Line/Port: to be populated with queue number @ company domain
• Contact: sip:: This section should be compiled ONLY when an Imagicle HA cluster is implemented. In this case, please compile first two lines with queue number @ <Imagicle_IP>:5062, where <Imagicle_IP> are respectively the primary and backup Imagicle nodes.

You can leave other parameters to default values. See below sample:

4. Service Assignment

Now you need to assign some services to queue-related user, to allow proper SIP handling of call transfers from/to the Imagicle queue. Please go back to Enterprise ⇒ Users and select previously defined User's Profile.

Hit "Assign Services" and move below red-circled items from "Available Services" to "User Services", by clicking "Add >" button: