Step 1
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Call Transcript Service
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Create a tenant for the customer.
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Refer section Create Manual Tenant in Configuration Guide for Cisco Unified ICM/Contact Center Enterprise.
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Step 2
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CUCM
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Configure SIP trunk from CUCM to CVP (CVP is the recording server).
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Refer section Configure the SIP Trunk from CUCM to Recording Server in Configuration Guide for Cisco Unified Customer Voice Portal.
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Enable agent phones for NBR media forking (gateway-preferred forking).
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Refer section Gateway Setup for Network-based Recording in Configuration Guide for Cisco Unified Customer Voice Portal..
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Step 3
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CUBE
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Configure CUBE to route the calls coming from CVP to the Call Transcript Service.
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Refer section Configure CUBE to Route Calls from CVP to Call Transcript in Configuration Guide for Cisco Unified ICM/Contact Center Enterprise.
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Step 4
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Cloud Connect
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Onboard the tenant created in Step 1 into the current deployment.
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Refer section Set CloudConnect evapoint config in Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.
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Step 5
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Unified CVP
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Integrate Cloud Connect from Cisco CVP NOAMP.
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Refer section Operations Console > Integration in Administration Guide for Cisco Unified Customer Voice Portal.
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Import Cloud Connect certificate to CVP keystore.
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Refer section Operations Console > Integration in Administration Guide for Cisco Unified Customer Voice Portal.
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Step 6
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Unified CCE
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Configure ICM / CCE.
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Refer section Configuration for Call Transcript Integration in Configuration Guide for Cisco Unified ICM/Contact Center Enterprise.
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Step 7
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Cisco Finesse
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Configure Cloud Connect.
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Refer section Configure Cloud Connect Server Settings in Configuration Guide for Cisco Unified ICM/Contact Center Enterprise.
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Configure Highlights.
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Refer section Highlight Custom Keywords in Call Transcript Gadget in Configuration Guide for Cisco Unified ICM/Contact Center Enterprise.
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Configure Gadgets.
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Refer section Add Call Transcript Gadget in Configuration Guide for Cisco Unified ICM/Contact Center Enterprise.
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