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Call recording and predictive dialing for Cisco UCM (Call Manager) and IPCC (UCCE /UCCX)

Cisco are leaders in IP communications both in Enterprise, Hosted and Carrier environments. Magnetic North has been a “Verified by Cisco” partner for some years and the two companies have a wealth of common customers and partners.

Magnetic North have achieved the latest Cisco accreditation for Maximise version 3.0, which Cisco independently tested in their labs based in Texas, United States. It has been confirmed that this complies with all versions of their call manager software including the latest releases, Cisco Unified Communications Manager version 8.5 (CUCM), Cisco Unified Contact Center Express version 8.0 (UCCX) and Cisco Unified Contact Center Enterprise version 8.5 (UCCE).

How does Optimise call recording integrate with Cisco?

Optimise integrates tightly to Cisco’s flagship Unified Communication Manager (Formerly Cisco Call Manager) , IPCC, IPCC Express (now known as Unified Call Centre Enterprise and Unified Call Centre Express or UCCE and UCCM) and ICM platforms to deliver a seamless Call Recording solution with a rich customer experience including great call indexing detail.

Optimise call recording fully support Cisco hot-desking, agent ID tracking, call chaining and more.

Platforms it works with
- Call Manager 3 or above with TAPI CTI
- IPCC 6 or above with Peripheral Gateway CTI interface

VOIP recording is achieved using either SPAN ports on Cisco routers provide us with a copy of the VOIP traffic to record, or we recommend and encourage customers to use specialist network Tap units which provide a more scalable solution and have less impact on the overall network and its management.

How does Maximise predictive dialer integrate with Cisco?

Maximise predictive dialing for Cisco Unified Communications Manager / Call Manager and Cisco IPCC and IPCC Express (now known as UCCE and UCCX) provides a software only scalable solution for preview, progressive and predictive dialing to any Cisco VOIP phone. Integration to UCCE (formerly IPCC Enterprise) provides for dynamic call blending of inbound and outbound calls in a single reporting model for blended agents.

Platforms it works with
- Call Manager 3 or above with TAPI CTI
- IPCC 6 or above with Peripheral Gateway CTI interface (CTI/OS) for inbound / outbound dynamic call blending.

Maximise integrates to Cisco Call Manager for pure outbound environments using Call Manager TAPi Server API interface and uses CTI Ports as virtual dialing ports to provide a complete soft dialing solution that requires no hardware or specialist equipment. We recommend 2 dialing (CTI) ports be configured per concurrently logged in agent.

Maximise integration to Cisco IPCC is via the CTI/OS API Interface on the IPCC Peripheral Gateway and this provides for Call Blending capability for agents who need to handle both inbound and outbound call traffic.


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