Prepare Cisco Environment for CXone Mpower Multi-ACD (Open)

A Cisco telephony system supports two configurations:

  • IP Phone-based Recording (BiB) requires any of these SBCs: Cisco CUBE/vCUBE, AudioCodes SBC, or Oracle (Acme Packet).

  • Network-based Recording (NBR) requires both Cisco CUBE/vCUBE and one of the additional SBCs: CUBE/vCUBE, AudioCodes SBC, or Oracle (Acme Packet).

The Cisco telephony system can include the following interface types:

  • CTI interface: Cisco JTAPI (mandatory)

  • CTI interface: Cisco CTI Server (optional; multiple interfaces may be included)

  • CTI interface: Cisco UCCX CTI (optional; multiple interfaces may be included)

  • Cisco CUBE Media Interface: Defining this interface is not required

  • The UCCE/UCCX outbound dialer can be used with the Cisco system without any additional configuration, as it is supported out-of-the-box.

The interfaces can be configured in a Cisco telephony system in one of the following ways:

  • JTAPI

  • JTAPI and one or more Cisco CTI Servers

  • JTAPI and one or more Cisco UCCX CTI Servers

Multi-ACD (Open) Recording is officially certified and recognized by Cisco as compliant with CUCM 14 and 15.