[cisco-voip] Get data from Convergys IVR to Cisco UCCX for it to screen pop

[Anthony Holloway]

There's no built in integration.  You'll have to look at middleware.  I.e.,
Convergence writes contact information to a DB and then UCCX looks it up
based on some identifier: ANI or DNIS (this is like translation routes in
ICM).

Another option is DTMF.  But I would call that a lesser option.  Thought it
is used in other solutions in the Cisco world.  E.g., CUC Cross Cluster
Sign-In/Transfers.


On Tue, Oct 22, 2013 at 12:19 PM, Grace Maximuangu <
Grace.Maximuangu at blackbox.com> wrote:

>  Any Idea on how to get data from a Convergys IVR to Cisco UCCX for it to
> screen pop? Is this feasible?****
>
> I can’t find anything in the SRND!****
>
> ** **
>
> ** **
>
> :-:gm****
>
> ** **
>
> Grace Maximuangu****
>
> Voice Solutions Engineer****
>
> *Black Box Network Services*
>
> Cell: 213.268.6342****
>
> grace.maximuangu at blackbox.com****
>
> www.blackbox.com ****
>
> ** **
>
> [image: bbox logo.JPG]****
>
> ** **
>
> *From:* Grace Maximuangu
> *Sent:* Sunday, October 20, 2013 2:13 PM
> *To:* cisco-voip at puck.nether.net; 'Anthony Holloway'
> *Subject:* Migration Avaya ACD, Convergys IVR and Verint Call
> Recording/QM and WFM to UCCX****
>
> ** **
>
> Current setup today is with an Avaya ACD, Convergys IVR and Verint Call
> Recording/QM and WFM****
>
>  The team is considering the idea of replacing the AVAYA ACD with a Cisco
> UCCX system – but retain the Convergys IVR and Verint CR/QM/WFM solution.
> ****
>
>   ****
>
> Today the Convergys IVR front ends all calls into the team and allows the
> caller to access all kinds of information from the billing systems etc, via
> database dips.  Once the Convergys IVR has that information, we’d like to
> deliver that information to a UCCX agent should the caller opt out of the
> IVR menu’s and wish to speak to an agent.  So I am wondering how this would
> be accomplished with Cisco UCCX.****
>
>   ****
>
> Today, with the AVAYA ACD, the Convergys IVR writes the gathered
> information to a database on the AVAYA system so when the agent receives
> the call, that information is screen-popped to the AVAYA agent.  ****
>
> ** **
>
> What is your take on this or better yet recommendations****
>
> ** **
>
> Thanks****
>
> ** **
>
> ** **
>
> :-:gm****
>
> ** **
>
> Grace Maximuangu****
>
> Voice Solutions Engineer****
>
> *Black Box Network Services*
>
> Cell: 213.268.6342****
>
> grace.maximuangu at blackbox.com****
>
> www.blackbox.com ****
>
> ** **
>
> [image: bbox logo.JPG]****
>
> ** **
>
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