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Overview: Cisco Webex CC

This is an overview for Spok console users who are currently running in a Cisco Unified Communications Manager (CUCM) environment with integration to Cisco Webex Contact Center (WxCC).

Outlined below are the changes made for the new Spok Care Connect Suite 2.6+ integration model for WxCC. Forward and backward compatibility are also outlined below.

General Requirements for CUCM and WxCC for Care Connect Suite CCS 2.6 for CTI (26.1+)

• Cisco TSP
• Cisco Webex Contact Center integrated to CUCM via WxC SIP trunks.
• CA Signed SSL Certificates for all HTTPS interfaces on CUCM

General Supportability for Care Connect Suite CCS 2.6+

Cisco CUCM (15.0)/WxCC

• Spok integrates to Cisco TSP for non-ACD call control, and answer/hold of ACD line.
• Spok integrates to WxCC via public REST and Websocket API for Agent State, Call Control of ACD line, and Screen Pop data.

Spok CCS 2.6+ with CUCM 15 & WxCC

General Requirements for Windows Servers

For a Care Connect Server-based application, ensure that the following requirements are met:

• SQL Server 2019/2022 in standalone or AlwaysOn configuration
  • For Spok Console Suite or MediCall Suite as a base, use the same SQL server
  • For Smart Suite as a base, use a Microsoft SQL Server. Select Care Connect Server in the Care Connect 2.x Hardware Reference Guide for detailed specifications.
• Load balancer in front of Care Connect Servers
• CA-signed SSL certificate with CRL for Care Connect Servers
• Three (3) Care Connect Servers. Select Care Connect Server in the Care Connect 2.x Hardware Reference Guide for detailed specifications.

General Requirements for Workstation Consoles and Phones Workstation OS for CTI Service (Windows 11, 64-bit)

• Cisco Unified Call Manager PBX version Support (CUCM 15.0)
  • Cisco TAPI must be installed on CCS Platform Servers.
• Cisco Webex Contact Center
  • Webex Contact Center Agent account for each operator Webex Contact Center Supervisor account Webex Service Account
  • WxCC OrgID
• IP phones for agents (phones can be 8851 SIP with wired headset, or WebEx App Softphone w/ CUCM Phone Service with headset)

General Requirements for Cisco Licensing

A Cisco system requires licensing for both the CUCM and the Webex Contact Center. Determining the licensing requirements for a site is the responsibility of the client and the Cisco representative. However, there are some requirements that need to be in place for a successful integration with the Spok applications being used. Use the information below to ensure that enough licenses have been purchased to cover the needs of the Spok applications.

• For the CUCM licenses, each Operator Console requires an Enhanced license
• For a WxCC environment, a minimum of one Standard license for each agent is required
• Cisco Unified Call Manager 15.0
  • Configured with publisher and subscribers
  • DNS entries for Publisher and Subscribers
  • CA Signed certificates installed across all services & SBCs.
    • Spok Servers and Workstations must trust the CA
    • Must have a valid CRL
  • CUCM connected SBC integrated to Webex Contact Center via WxC SIP trunk(s).
• SIP Station (3^rd party basic) licenses to cover the necessary calls to the Park server(s).