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In this article
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Provision Voice for Cisco Webex Contact Center
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    Overview
      Audience
      Change History
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    Multiregion Support
      Callers Are in One Region and Agents Are in Multiple Regions
      Callers and Agents Are in Multiple Regions
      Considerations for Agents in India
    Related Documentation
      Conventions
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        Communications, Services, and Additional Information
          Cisco Bug Search Tool
        Documentation Feedback
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        Webex Contact Center Call Flow
          Call Flow Introduction
            Inbound Call to an IVR
              Inbound Call to an Agent
                Conference and Consult Transfer
                  Callback or Outbound Call to PSTN
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                  CUBE License and Sizing Requirements
                    CUBE Licenses
                      CUBE Session Size
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                      Types of Connectivity
                        Supported Connectivity Types
                          Public Internet
                            Private Connectivity
                              Non-Standard Deployments
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                              Component Redundancy
                                Component Redundancy Introduction
                                  Redundancy Across Enterprise Data Centers Within a Geographic Region
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                                  Enterprise CUBE to Webex Contact Center Configuration Example
                                    Enter Global Configuration Mode
                                      Basic Configuration
                                        Common Configuration
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                                        Secure SIP Trunk Between CUBE and Webex Contact Center
                                          Secure SIP Trunk Overview
                                            Example: Configure SIP TLS
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                                            Configure a SIP Trunk for Your Tenant
                                              Before You Configure
                                                Provision Your Tenant
                                                  Webex Contact Center Regions
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                                                  Webex Contact Center Glossary
                                                    Glossary
                                                    In this article
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                                                    Provision Voice for Cisco Webex Contact Center
                                                      dropdown icon
                                                      Overview
                                                        Audience
                                                        Change History
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                                                      Multiregion Support
                                                        Callers Are in One Region and Agents Are in Multiple Regions
                                                        Callers and Agents Are in Multiple Regions
                                                        Considerations for Agents in India
                                                      Related Documentation
                                                        Conventions
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                                                          Communications, Services, and Additional Information
                                                            Cisco Bug Search Tool
                                                          Documentation Feedback
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                                                          Webex Contact Center Call Flow
                                                            Call Flow Introduction
                                                              Inbound Call to an IVR
                                                                Inbound Call to an Agent
                                                                  Conference and Consult Transfer
                                                                    Callback or Outbound Call to PSTN
                                                                    dropdown icon
                                                                    CUBE License and Sizing Requirements
                                                                      CUBE Licenses
                                                                        CUBE Session Size
                                                                        dropdown icon
                                                                        Types of Connectivity
                                                                          Supported Connectivity Types
                                                                            Public Internet
                                                                              Private Connectivity
                                                                                Non-Standard Deployments
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                                                                                Component Redundancy
                                                                                  Component Redundancy Introduction
                                                                                    Redundancy Across Enterprise Data Centers Within a Geographic Region
                                                                                    dropdown icon
                                                                                    Enterprise CUBE to Webex Contact Center Configuration Example
                                                                                      Enter Global Configuration Mode
                                                                                        Basic Configuration
                                                                                          Common Configuration
                                                                                          dropdown icon
                                                                                          Secure SIP Trunk Between CUBE and Webex Contact Center
                                                                                            Secure SIP Trunk Overview
                                                                                              Example: Configure SIP TLS
                                                                                              dropdown icon
                                                                                              Configure a SIP Trunk for Your Tenant
                                                                                                Before You Configure
                                                                                                  Provision Your Tenant
                                                                                                    Webex Contact Center Regions
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                                                                                                    Webex Contact Center Glossary
                                                                                                      Glossary

                                                                                                      Cisco Webex Contact Center Voice POP Bridge (vPOP) Onboarding Guide

                                                                                                      list-menuIn this article

                                                                                                      This article provides a detailed information about onboarding Cisco Webex Contact Center using the Voice POP Bridge (vPOP), a legacy method for connecting traditional phone networks (PSTN) for inbound and outbound calls.

                                                                                                      Provision Voice for Cisco Webex Contact Center

                                                                                                      Overview

                                                                                                      Customer enterprises can use a Cisco Unified Border Element (CUBE) as the session border controller (SBC) to connect to Webex Contact Center. The enterprise CUBE connects to a carrier for PSTN or VoIP connectivity on one side and to Webex Contact Center on the other side to enable contact center services. Both inbound and outbound calls to Webex Contact Center route through the enterprise CUBE. The customer provides the SIP trunk, activated bidirectionally to the service provider and Webex Contact Center, to enable the call traffic between the platforms. For more information about CUBE, see the Cisco Unified Border Element Configuration Guide in https://www.cisco.com/c/en/us/support/unified-communications/unified-border-element/products-installation-and-configuration-guides-list.html.

                                                                                                      Cisco Service Provider or Enterprise Architecture
                                                                                                      Cisco Service Provider or Enterprise Architecture

                                                                                                      Either the service provider or the customer enterprise can own and operate the CUBE and the Private Branch Exchange (PBX). In this case:

                                                                                                      • All inbound calls to Webex Contact Center come through the carrier at the enterprise CUBE.

                                                                                                      • Webex Contact Center sends all outbound calls, whether to customers or agents, through the enterprise CUBE.

                                                                                                      • Webex Contact Center works with the service provider to bill the customer directly for PSTN usage, without going through Webex Contact Center billing.

                                                                                                      Webex Contact Center supports CUBE, Virtual CUBE (vCUBE), and third-party SBC.

                                                                                                      When the service provider owns the SBC and PBX, Webex Contact Center provides a SIP header to identify the customer enterprise to the service provider. Service providers configure the specific SIP header through the Application Service Provider dashboard.

                                                                                                      Webex Contact Center supports these SIP headers:

                                                                                                      • Diversion

                                                                                                      • PAI

                                                                                                      • OTG

                                                                                                      • DTG

                                                                                                      • TGRP

                                                                                                      • RPID

                                                                                                      The customer enterprise may own and operate the CUBE and the PBX, which eliminates the need for a SIP header.

                                                                                                      Audience

                                                                                                      This document is intended for users who use Cisco Webex Contact Center.

                                                                                                      Multiregion Support

                                                                                                      Webex Contact Center with Webex Calling Telephony supports multiple regions (either countries or regions) for the agents and callers. We support the following scenarios:

                                                                                                      • Callers are located one region and agents are located in multiple regions.

                                                                                                      • Callers and agents are located in multiple regions.

                                                                                                      In these scenarios, the system provides inbound-call and outdial-call support. For inbound calls, the callers call to the Cloud-Connected PSTN (Cisco Webex cloud) or the Local Gateway (LGW) setup. The calls route to the agents. Agents can make outdial calls to any region.

                                                                                                      The agents belong to different locations as configured in Control Hub. The agent's configuration has the number and extension for their location.

                                                                                                      Inbound numbers are associated with the regions in Control Hub. Calls route to the agents according to the routing strategy configured in Webex Contact Center.

                                                                                                      The following figure shows a global solution for Webex Contact Center with Webex Calling.

                                                                                                      Home data site with two regions connected with the Cisco Webex backbone.
                                                                                                      Global Solution with Webex Calling

                                                                                                      Media such as IVR and call recording reside in the Home Region. Agents across the globe can have Webex Calling phones or endpoints behind the Local Gateway deployment options.

                                                                                                      The incoming call enters into the Home Region and routes to Remote Region 1, where an Agent answers the call.
                                                                                                      Global Deployment Call Flow

                                                                                                      The location of the Home Region requires careful consideration to minimize the distance between the regions, the callers, and the agents. The following figure shows the call path for agents and callers in a region that is remote from the Home Region. In this scenario, the distance between the Home Region and the Remote Region can introduce unacceptable latency in the call.

                                                                                                      The call flow starts with the caller in the remote region. The path goes to the home region and then back into the remote region to the agent.
                                                                                                      Global Deployment Call Flow with the Callers and Agents in a Remote Region

                                                                                                      The following sections discuss the scenario details and considerations for agents in India.

                                                                                                      Callers Are in One Region and Agents Are in Multiple Regions

                                                                                                      In this scenario, the Webex Contact Center has agents in different regions and associated with several data centers. The callers are from a single region.

                                                                                                      The callers call the Webex Contact Center. The system routes their calls to the contact center and, based on time-of-day configuration, routes the calls to available agents in one of the regions.

                                                                                                      To support this scenario:

                                                                                                      • The Webex Contact Center uses Webex Calling (VPOP Bridge or LGW).

                                                                                                      • If the agent endpoint is on a BYoPSTN, the call is a local call from the voice platform for the agent’s region.

                                                                                                      • If the agent endpoint is a Cisco IP Phone or the Webex Calling app, the call may be local for the agent’s region.

                                                                                                      • The agent desktop URL is in the same region as the agent.

                                                                                                      This scenario is for an inbound voice call, but the system supports similar scenarios for outdial calls.

                                                                                                      Callers and Agents Are in Multiple Regions

                                                                                                      In this scenario, the contact center has agents in multiple regions and associated with several data centers. The callers are from multiple regions.

                                                                                                      The callers call the contact center. The system routes their calls to the contact center and, based on time-of-day configuration, routes the calls to available agents in one of the regions.

                                                                                                      To support this scenario:

                                                                                                      • The contact center uses Webex Calling (VPOP Bridge or LGW).

                                                                                                      • If the agent endpoint is on a BYoPSTN, the call is a local call from the voice platform for the agent’s region.

                                                                                                      • If the agent endpoint is an IP-Connected device, the call may be local from the voice platform for the agent’s region.

                                                                                                      • The agent desktop URL is in the same region as the agent.

                                                                                                      This scenario is for an inbound voice call, but the system supports similar scenarios for outdial calls.

                                                                                                      Considerations for Agents in India

                                                                                                      The following rules apply for agents in India.

                                                                                                      1. If a call is routed to India through the PSTN, the call must stay on the PSTN. This requirement includes calls that route to India from the PSTN, through a local Cisco Unified Communications Manager (Unified CM), and then handled by an agent. The agent must be on the PSTN.

                                                                                                      2. If a call is routed to India through VoIP, the call must stay on VoIP.

                                                                                                      Calls outside of India can interconnect in any way. For example, a call may be routed to the US through the PSTN, and then routed to India by VoIP. However, after this call arrives in India, it must remain as a VoIP call.

                                                                                                      Conventions

                                                                                                      This guide uses the following conventions.

                                                                                                      Convention

                                                                                                      Description

                                                                                                      Boldface font

                                                                                                      Text in a boldface font indicates commands, such as user entries, keys, buttons, and submenu names. For example:

                                                                                                      • Choose Edit > Find.

                                                                                                      • Click Finish.

                                                                                                      Italic font

                                                                                                      Text in an italic font indicates the following:

                                                                                                      • A new term. Example: A skill group is a collection of agents who share similar skills.

                                                                                                      • Emphasis. Example: Do not use the numerical naming convention.

                                                                                                      • An argument for which you must supply values.

                                                                                                        Example:

                                                                                                        IF (condition, true-value, false-value)

                                                                                                      • A book title. Example:

                                                                                                        See the Webex Contact Center Getting Started Guide.

                                                                                                      Window font

                                                                                                      Text in a Window font, such as Courier, indicates the following:

                                                                                                      • Text as it appears in code or information that the system displays. Example:

                                                                                                        <html><title>Cisco Systems,Inc. </title></html>

                                                                                                      • Filenames. Example: tserver.properties.

                                                                                                      • Directory paths. Example:

                                                                                                        C:\Program Files\Adobe

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                                                                                                      Cisco Bug Search Tool

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                                                                                                      Webex Contact Center Call Flow

                                                                                                      Call Flow Introduction

                                                                                                      Inbound and outbound calls to Webex Contact Center come through a carrier, which is routed through the Enterprise and Cisco Unified Border Element (CUBE). Every call can include multiple sessions, depending on the call flow. The following sections describe some typical call flows.

                                                                                                      Inbound Call to an IVR

                                                                                                      An inbound call from the caller to the Webex Contact Center Voice Post Office Protocol (VPOP) creates a single session in the enterprise CUBE and a single session in the Webex Contact Center CUBE.

                                                                                                      Inbound Call to IVR
                                                                                                      Inbound Call to IVR

                                                                                                      Inbound Call to an Agent

                                                                                                      An inbound call to an agent adds an outbound session in the Webex Contact Center CUBE and a single session in the enterprise CUBE.

                                                                                                      Inbound Call to an Agent
                                                                                                      Inbound Call to an Agent

                                                                                                      Conference and Consult Transfer

                                                                                                      An agent-to-agent conference or consult transfer adds an outbound session in the Webex Contact Center and the enterprise CUBE.

                                                                                                      Webex Contact Center Voice POP
                                                                                                      Agent-to-Agent Conference

                                                                                                      Callback or Outbound Call to PSTN

                                                                                                      An outbound call creates two sessions, one from the Enterprise tenant to Webex Contact Center and another from Webex Contact Center to the Enterprise.

                                                                                                      Outbound Call to PSTN
                                                                                                      Outbound Call to PSTN

                                                                                                      CUBE License and Sizing Requirements

                                                                                                      CUBE Licenses

                                                                                                      Cisco Unified Border Element (CUBE) licenses apply per session and require a two-way session. For more information, see Cisco Unified Border Element Data Sheet.

                                                                                                      CUBE license sizing is the sum of the number of agent sessions and the number of calls at the Interactive Voice Response (IVR). Use the Cisco Unified Border Element Data Sheet to determine the maximum number of sessions that your CUBE platform supports.

                                                                                                      The number of licenses must be equal to the maximum capacity of the customer enterprise.

                                                                                                      licenses = (number of agents X 2) + (number of active sessions in queue)

                                                                                                      Example

                                                                                                      • At peak time if you have 100 agents responding to customer calls, each call has two active sessions. The number of sessions is 200.

                                                                                                      • The number of calls in the queue in this instance is 100, which creates 100 sessions.

                                                                                                      • Therefore, the total number of sessions equals 300, which is 300 licenses.

                                                                                                      CUBE Session Size

                                                                                                      A CUBE device can handle 1/3 of the SIP sessions, if you secure the calls with either TLS or SRTP.

                                                                                                      sessions = ((number of agents X 2) + (number of active sessions in queue)) X 3

                                                                                                      Using the example of 100 calls in a queue with 100 agents responding to calls, the number of sessions is:

                                                                                                      ((100 X 2)+ 100) X 3 = 900.

                                                                                                      You can size the CUBE for 300 sessions if you provision a private WAN for the SIP Trunk.

                                                                                                      To help determine the maximum number of agents, assume that:

                                                                                                      • 50% of the calls are queued and use IVR ports, while the remaining 50% of calls are active with agents.

                                                                                                      • 10% of the calls use the consult and conference-supplementary services.

                                                                                                      • TLS or SRTP secure 100% of the calls.

                                                                                                      Using these assumptions, CUBE platforms can support one agent for every 9.3 sessions.

                                                                                                      Types of Connectivity

                                                                                                      Supported Connectivity Types

                                                                                                      Webex Contact Center supports the following types of connectivity.

                                                                                                      Connectivity

                                                                                                      Types

                                                                                                      Public Internet

                                                                                                      Direct

                                                                                                      IPSec Virtual Private Network (VPN) or IPSec over Generic Routing Encapsulation (GRE)

                                                                                                      Site-to-Site (S2S)

                                                                                                      SRTP/SIP TLS

                                                                                                      Private Connectivity (Approval Required)

                                                                                                      MPLS

                                                                                                      Point-to-Point (P2P)

                                                                                                      VPLS

                                                                                                      SD-WAN

                                                                                                      Private WAN

                                                                                                      Data Center Cross-Connect

                                                                                                      Equinix Fabric Connections

                                                                                                      IOS Version for CUBE or vCUBE should support TLS 1.2.

                                                                                                      Public Internet

                                                                                                      Direct SIP Trunk (Over the Top)

                                                                                                      Cisco recommends that customers place the CUBE or SBC on a public IP address.

                                                                                                      Pros

                                                                                                      Cons

                                                                                                      • Fastest to deploy.

                                                                                                      • Inexpensive.

                                                                                                      • Best effort.

                                                                                                      • May not meet security requirements.

                                                                                                      Typical Direct Connection
                                                                                                      Typical Direct Connection

                                                                                                      Because a direct connection is the most simplistic approach, it is also the least flexible. The benefits of a simplified topology are ease of management and troubleshooting. The customer completes the network diagrams and submits them to the Voice team, and dial-peers are created. You can place the CUBE in a DMZ to alleviate the complexities of dealing with Network Access Translation (NAT). The CUBE itself is a firewall, and most providers place their CUBE in a public IP space and use its security capabilities.

                                                                                                      VPNs

                                                                                                      A VPN is another type of connection that uses the public internet. Use VPNs when a customer requires a secure connection for SIP and RTP. A VPN might also be required if the customer cannot place the CUBE in a public IP space. A provisioning meeting with Voice Engineering is required for VPN connections.

                                                                                                      Pros

                                                                                                      Cons

                                                                                                      • Secured connection

                                                                                                      • No additional costs

                                                                                                      • Takes time to implement

                                                                                                      Voice Ports

                                                                                                      • RTP: 8000–48199

                                                                                                      • SIP: UDP 5060

                                                                                                      IPSec VPN or IPSec over GRE

                                                                                                      The following options are available for VPN Connectivity:

                                                                                                      • SBC to SBC connectivity

                                                                                                      • GW to GW connectivity

                                                                                                      Typical IPsec or IPSec over GRE Tunnel.
                                                                                                      Typical IPsec or IPSec over GRE Tunnel

                                                                                                      Webex Contact Center (IPSec or IPSec over GRE tunnel, and Webex Contact Center S2S Connectivity) must use UDP/5060 instead of TCP/5060.

                                                                                                      An IPSec VPN or IPSec over GRE is a good option for a secure SIP Trunk when the CUBE is on a public IP space. This is an SBC to SBC connection with VPN tunnels. You must also consider private IP address schemes to avoid any overlap between customers. For GRE connections, IP subnets are 10.x.248.x and 10.x.249.x.

                                                                                                      Site-to-Site (S2S)

                                                                                                      A S2S connection can be deployed if the customer needs a secure connection or cannot place the CUBE in a public IP space. This is a gateway to gateway connection. There are no subnets specifically designated for S2S VPN connections as routing is based on interesting traffic without the involvement of a logical interface.

                                                                                                      Typical Site-to-Site Connection
                                                                                                      Typical Site-to-Site Connection

                                                                                                      SIP TLS and SRTP

                                                                                                      SRTP/SIP TLS is another option when the CUBE is on a public IP address. However, there is a performance hit wit SRTP/SIP TLS. A CUBE device can handle one-third of the SIP sessions if you have secured the calls using either TLS or SRTP. This is a SBC to SBC connection.

                                                                                                      Typical SIP TLS and SRTP connection
                                                                                                      Typical SIP TLS and SRTP Connection

                                                                                                      Public and Self-Signed Certificates

                                                                                                      In order to establish a SIP TLS connection, it is necessary to exchange certificates. The following options are available:

                                                                                                      • Self-signed certificates are generated and exchanged between the customer and Webex Contact Center.

                                                                                                      • Public CA—Complete the following steps to support a Public CA:

                                                                                                        • Customer shares the root certificate, which is loaded into the Webex Contact Center SBC.

                                                                                                          You must provide both root and intermediate/subordinate certificate.

                                                                                                        • Customer updates the DNS to include the IP addresses of the Webex Contact Center SBCs.

                                                                                                      Private Connectivity

                                                                                                      Large enterprise providers often prefer a direct connection because it provides a dedicated and secure circuit. If the customer needs a direct connection, provide them with the Cisco Webex Contact Center VPOP Circuit Order Guidelines as the initial step. The next step is a follow-up design meeting with the Webex Contact Center Voice Engineering team and the customer engineers. The customer provides a detailed network diagram of the customer's voice network, including PSTN carrier interconnects, for the meeting. Cisco won't host any customer equipment.

                                                                                                      Cisco Webex Contact Center also offers Equinix Fabric connections for customers who have collocations with Equinix.

                                                                                                      Equinix Fabric Connections

                                                                                                      For more information on Equinix Fabric, see:

                                                                                                      Typical Private connection
                                                                                                      Typical Private Connection

                                                                                                      Irrespective of whether the customer chooses MPLS, P2P, VPLS, or SD-WAN, the topology looks similar and all circuits end in the Webex Contact Center router/GW (gateway) and not in Webex Contact Center CUBEs.

                                                                                                      The bandwidth requirements for a direct connect are based on the G.711 codec (~100 kbps per call leg), which allows for two call legs per session.

                                                                                                      Pros

                                                                                                      Cons

                                                                                                      • High reliability.

                                                                                                      • Dedicated bandwidth.

                                                                                                      • A direct connection is the most expensive.

                                                                                                      • Longest time to implement.

                                                                                                      Equinix Fabric connections offer port redundancy, faster virtual connection ordering, and provisioning. Cisco recommends using Equinix connection, rather than using other private connection methods.

                                                                                                      Data Center Cross Connect

                                                                                                      If a customer decides to use a private connection, you must order data center cross connects as described in the Cisco Webex Contact Center VPOP Circuit Order Guidelines. The customer is responsible for the cost that is incurred, and for getting the customer's circuit to the designated drop.

                                                                                                      Customers who opt for a private connection receive the Cisco Webex Contact Center VPOP Circuit Order Guidelines during the onboarding process.

                                                                                                      Typical Data Center Cross Connect
                                                                                                      Typical Data Center Cross Connect

                                                                                                      Non-Standard Deployments

                                                                                                      Non-Standard Deployments

                                                                                                      If the recommended topologies do not meet all the requirements of the customer's network, a design meeting must be scheduled with the Cisco Voice Engineering team via the customer's Cisco account team for a special approval process. The following sections are examples of non-standard deployments and deployments that are not recommended:

                                                                                                      A2Q Exceptions

                                                                                                      PSTN Provider terminating the circuit directly to Webex Contact Center VPOP.

                                                                                                      Gold Tenant Exceptions

                                                                                                      Cisco strongly recommends a direct SIP Trunk for Gold Tenant customers. This is the over-the-top topology of placing the CUBE in a public IP space. The need for a Gold Tenant often exists with larger providers; however, the provider requires the Gold Tenant to be a proof of concept for the provider's intended production deployment. The proof of concept Gold Tenant often exceeds using open internet access for a SIP Trunk and would require one of the previously discussed connection types.

                                                                                                      Gold Tenant customers will not be monitored.

                                                                                                      Public Internet – CUBE Behind Firewall

                                                                                                      Placing a CUBE on a private IP address behind a NAT firewall is another deployment option. The security requirements from the customer’s IT department can stipulate that the voice application reside behind a firewall. This option has a few known drawbacks. Even though this may not cause issues in the network layer, it may result in issues in the SIP application layer. The private IP address is used within the SIP messages, which causes call processing failures. Firewall capacity is another factor to be considered for this type of deployment. Firewalls must be sized appropriately to handle VoIP traffic; the firewall may otherwise become a bottleneck and can impact call quality and call processing.

                                                                                                      Typical Cube behind firewall
                                                                                                      Typical Cube Behind Firewall

                                                                                                      The following are the disadvantages of this deployment:

                                                                                                      • Possible CUBE configuration and setup issues at the beginning.

                                                                                                      • Increased load on firewall that could impact voice quality.

                                                                                                      • The customer is responsible for CUBE setup and firewall sizing.

                                                                                                      • Not a recommended topology due to impact on SLAs.

                                                                                                      This topology is not recommended due to the complexities of dealing with SIP and NAT. A meeting with the Cisco Voice Engineering team and the customer is required for approval of this type of deployment.

                                                                                                      Component Redundancy

                                                                                                      Component Redundancy Introduction

                                                                                                      Component redundancy allows Webex Contact Center to provide resilience when there is a service outage. You can configure both Webex Contact Center cloud and enterprise CUBE to be redundant:

                                                                                                      • Within a geographic region—You can set up more than one POP within an enterprise.

                                                                                                      • Across enterprise data centers within a geographic region.

                                                                                                      • Within enterprise networks—You can also set up CUBE in high availability (HA) mode. HA mode preserves oth signaling and media.

                                                                                                      All signaling and media are sourced to and from the virtual IP address.

                                                                                                      Webex Contact Center uses two VPOPs to ensure high availability. For optimal performance, the service provider should also set up two POPs. This ensures that the hunting between the Webex Contact Center VPOPs is an even round robin.

                                                                                                      Redundancy Across Enterprise Data Centers Within a Geographic Region

                                                                                                      You can configure two data centers within the enterprise to connect to the same Webex Contact Center VPOP, within the same geographic region.

                                                                                                      Redundancy Across Enterprise Data Centers Within a Geographic Region
                                                                                                      Redundancy Across Enterprise Data Centers Within a Geographic Region

                                                                                                      Enterprise CUBE to Webex Contact Center Configuration Example

                                                                                                      Enter Global Configuration Mode

                                                                                                      This configuration example applies to the Cisco IOS Voice Gateway and the Cisco Unified Border Element (CUBE) Voice gateway. For complete CUBE configuration instructions, see the Cisco Unified Border Element Configuration Guide in https://www.cisco.com/c/en/us/support/unified-communications/unified-border-element/products-installation-and-configuration-guides-list.html. All configurations in this example use global configuration mode.

                                                                                                      1

                                                                                                      Enter enable to enter privileged EXEC mode.

                                                                                                      2

                                                                                                      Enter configuration terminal to enter global configuration mode.

                                                                                                      Basic Configuration

                                                                                                      SIP Timers (MIN-SE) are set to 3600 across all VPOPs in Webex Contact Center. You can update this setting globally or modify it in the Invite to the Webex Contact Center.

                                                                                                      voice service voip
                                                                                                      Sip
                                                                                                      Min-se 3600

                                                                                                      Configure Voice Codec Class

                                                                                                      voice class codec 100
                                                                                                       codec preference 1 g711alaw
                                                                                                       codec preference 2 g711ulaw

                                                                                                      Inbound Dial-Peer for Calls from Webex Contact Center

                                                                                                      dial-peer voice 200 voip
                                                                                                       session protocol sipv2
                                                                                                       voice-class codec 100
                                                                                                       dtmf-relay rtp-nte
                                                                                                       no vad

                                                                                                      Outbound Dial-Peer for Calls to Webex Contact Center

                                                                                                      dial-peer voice 100 voip
                                                                                                       destination-pattern <Pattern towards Webex CC>
                                                                                                       session protocol sipv2
                                                                                                       session target ipv4:<Webex CC SBC IPs>
                                                                                                       voice-class codec 100
                                                                                                       voice-class sip options-keepalive
                                                                                                       dtmf-relay rtp-nte
                                                                                                       no vad

                                                                                                      Common Configuration

                                                                                                      This example shows Webex Contact Center trunk provisioning in the USA with the following topology.

                                                                                                      Trunk Provisioning for Webex Contact Center

                                                                                                      Setup details:

                                                                                                      • Configure SIP Keepalive Options.

                                                                                                      • New dial peers with target destination IP address Webex CC LAX and JFK CUBEs.

                                                                                                      • Dial-peer preference can be either setup to round robin, or primary and secondary.

                                                                                                      • Codec is set up for G711 ulaw and G711 alaw (connections outside US). DTMF is RFC2833.

                                                                                                      • SIP Communication is over UDP port 5060 and RTP ports 8000 to 48199.

                                                                                                      • Dial plan where the destination pattern matches Webex Contact Center to agents through PBX and PSTN.

                                                                                                      • More than one POP for high availability.

                                                                                                      • MIN SE timer on Webex CC is 3600; session timers should either be updated to this value or should allow SIP negotiation to this value during a call setup.

                                                                                                      If you are using CUBE/vCUBE, Cisco recommends that you use an IOS version which supports TLS 1.2.

                                                                                                      Secure SIP Trunk Between CUBE and Webex Contact Center

                                                                                                      Secure SIP Trunk Overview

                                                                                                      This example demonstrates how to configure a SIP Transport Layer Security (TLS) connection between Cisco Unified Border Element (CUBE) and Webex Contact Center.

                                                                                                      Example: Configure SIP TLS

                                                                                                      Before you begin

                                                                                                      Ensure that:

                                                                                                      • The endpoints have the same date and time. You can synchronize endpoints by using a Network Time Protocol (NTP) server.

                                                                                                      • You have TCP connectivity.

                                                                                                      • The CUBE has the security and UCK9 licenses installed.

                                                                                                      1

                                                                                                      Create a trustpoint to hold the self-signed certificate of the CUBE:

                                                                                                      crypto pki trustpoint CUBEtest(can be any name) 
                                                                                                      enrollment self-signed 
                                                                                                      serial-number none 
                                                                                                      fqdn none i
                                                                                                      p-address none 
                                                                                                      subject-name cn= ISR4451-B.cisco.lab !(match the hostname of the router) 
                                                                                                      revocation-check none 
                                                                                                      rsakeypair ISR4451-B.cisco.lab !(match the hostname of the router)
                                                                                                      
                                                                                                      2

                                                                                                      Generate a self-signed certificate:

                                                                                                      crypto pki enroll CUBEtest 
                                                                                                      
                                                                                                      % The fully-qualified domain name will not be included in the certificate 
                                                                                                      
                                                                                                      Generate Self Signed Router Certificate? [yes/no]: yes
                                                                                                      
                                                                                                      3

                                                                                                      Export the certificate:

                                                                                                      crypto pki export CUBEtest pem terminal
                                                                                                      4

                                                                                                      Copy the self-signed certificate that you exported and save it as a text file with the .pem file extension.

                                                                                                      5

                                                                                                      Upload the self-signed CUBE certificate to Webex Contact Center.

                                                                                                      6

                                                                                                      Copy the certificate from Webex Contact Center.

                                                                                                      7

                                                                                                      Upload the Webex Contact Center certificate to CUBE:

                                                                                                      crypto pki trustpoint HOSTNAME 
                                                                                                      enrollment terminal 
                                                                                                      revocation-check none 
                                                                                                      crypto pku authenticate HOSTNAME 
                                                                                                      
                                                                                                      (PASTE THE CJP CERT HERE AND THEN PRESS ENTER TWICE)
                                                                                                      

                                                                                                      Enter yes when you are prompted to accept the certificate.

                                                                                                      8

                                                                                                      Configure SIP to use the self-signed certificate trustpoint that you created in step 1:

                                                                                                      crypto signaling default trustpoint CUBEtest
                                                                                                      9

                                                                                                      Configure the dial peers with transport layer security:

                                                                                                      voice class sip-options-keepalive 100
                                                                                                      transport tcp tls
                                                                                                      dial-peer voice 9999 voip 
                                                                                                      answer-address 35.. 
                                                                                                      destination-pattern 9999 
                                                                                                      session protocol sipv2 
                                                                                                      session target ipv4:<Webex CC SBC IPs> 
                                                                                                      session transport tcp tls 
                                                                                                      voice-class sip options-keepalive profile 100 
                                                                                                      srtp
                                                                                                      

                                                                                                      Configure a SIP Trunk for Your Tenant

                                                                                                      Provision Your Tenant

                                                                                                      Cisco uses the provisioning information that you provide to configure the Webex Contact Center session border controller for your tenant. Make sure that the information you provide matches your order, and is accurate.

                                                                                                      For instructions on how to provision your tenant, see the administration and user guides at:

                                                                                                      • Configure a SIP trunk that connects your customer's IP address to the configured border controller. Make sure that you select CUBE as your SIP Trunk Type. Configure a SIP trunk for each CUBE that you deploy.

                                                                                                      • Create and provision a tenant.

                                                                                                      • Assign SIP trunk to the tenant, add dial numbers, and provision your new tenant.

                                                                                                      After you provision the tenant and configure the Webex Contact Center CUBE, you receive an email that the tenant is ready for use.

                                                                                                      Webex Contact Center Regions

                                                                                                      VPOP is available for tenant connection by region:

                                                                                                      • US: Los Angeles and New York

                                                                                                      • Europe: London, Amsterdam, Frankfurt

                                                                                                      • Canada: Toronto and Vancouver

                                                                                                      • Australia: Sydney and Melbourne

                                                                                                      • Japan: Tokyo and Osaka

                                                                                                      • South America: São Paulo and Rio de Janeiro

                                                                                                      • India: Pune and Hyderabad

                                                                                                      • Singapore

                                                                                                      Webex Contact Center Glossary

                                                                                                      Glossary

                                                                                                      Acronym or Term

                                                                                                      Description

                                                                                                      A2Q

                                                                                                      Assurance to Quality

                                                                                                      ACD

                                                                                                      Automatic call distribution

                                                                                                      ADA

                                                                                                      Webex Contact Center Agent Desktop Application

                                                                                                      ADR

                                                                                                      Agent Detail Report

                                                                                                      AES

                                                                                                      Advanced Encryption Standard

                                                                                                      ANI

                                                                                                      Automatic Number Identification

                                                                                                      API

                                                                                                      Application Programming Interface

                                                                                                      BST

                                                                                                      Cisco Bug Search Tool

                                                                                                      BYoPSTN

                                                                                                      Bring Your Own PSTN

                                                                                                      Customer (enterprise) owned existing premise-based PSTN.

                                                                                                      CA

                                                                                                      Certificate Authority

                                                                                                      CAD

                                                                                                      Call-associated data

                                                                                                      CC

                                                                                                      Contact Center

                                                                                                      CCDR

                                                                                                      Cumulative call detail records

                                                                                                      CCG

                                                                                                      Computer Communications Group

                                                                                                      CCP

                                                                                                      Cloud-Connected PSTN

                                                                                                      CDR

                                                                                                      Call detail records

                                                                                                      CSS

                                                                                                      Contact Selection Strategy

                                                                                                      CSV

                                                                                                      Comma-separated values

                                                                                                      CTQ

                                                                                                      Consult-to-queue

                                                                                                      CUBE

                                                                                                      Cisco Unified Border Element

                                                                                                      DID

                                                                                                      Direct Inward Dial

                                                                                                      DMZ

                                                                                                      Demilitarized zone

                                                                                                      DN

                                                                                                      Directory Number

                                                                                                      DNC

                                                                                                      Do Not Call

                                                                                                      DNIS

                                                                                                      Dialed number identification service

                                                                                                      DNS

                                                                                                      Domain Name System

                                                                                                      DTG

                                                                                                      (SIP Header)

                                                                                                      Destination Trunk Group

                                                                                                      DTMF

                                                                                                      Dual-Tone Multi-Frequency

                                                                                                      EP

                                                                                                      Entry point

                                                                                                      ESR

                                                                                                      Extended Support Release

                                                                                                      FIPS

                                                                                                      Federal Information Processing Standards

                                                                                                      GIF

                                                                                                      Graphics Interchange Format

                                                                                                      GRE

                                                                                                      Generic Routing Encapsulation

                                                                                                      GW

                                                                                                      Gateway

                                                                                                      HA

                                                                                                      High Availability

                                                                                                      HTML

                                                                                                      Hypertext Markup Language

                                                                                                      IB

                                                                                                      Inward Bound

                                                                                                      ID

                                                                                                      Identity, Identification

                                                                                                      IMAP

                                                                                                      Internet Message Access Protocol

                                                                                                      IOS

                                                                                                      Mobile operating system (formerly iPhone OS)

                                                                                                      IP

                                                                                                      Internet Protocol

                                                                                                      IPsec

                                                                                                      Internet Protocol Security

                                                                                                      ITSP

                                                                                                      Internet telephony service provider

                                                                                                      IVR

                                                                                                      Interactive Voice Response

                                                                                                      JPG and JPEG

                                                                                                      Joint Photographic Experts Group

                                                                                                      A digital image file

                                                                                                      LAN

                                                                                                      Local Area Network

                                                                                                      LCM

                                                                                                      List and Campaign Manager

                                                                                                      LGW

                                                                                                      Local Gateway

                                                                                                      MPLS

                                                                                                      Multiprotocol Label Switching

                                                                                                      NAT

                                                                                                      Network Access Translation

                                                                                                      NDC

                                                                                                      Network Data Collection

                                                                                                      NTP

                                                                                                      Network Time Protocol

                                                                                                      OB

                                                                                                      Outward Bound

                                                                                                      OTG

                                                                                                      (SIP Header)

                                                                                                      Originating Trunk Group

                                                                                                      P2P

                                                                                                      Point to Point

                                                                                                      PAI

                                                                                                      (SIP Header)

                                                                                                      P-asserted identity

                                                                                                      PBX

                                                                                                      Private Branch Exchange

                                                                                                      PCI DSS

                                                                                                      Payment Card Industry Data Security Standard

                                                                                                      PDF

                                                                                                      Portable Document Format

                                                                                                      PEWC

                                                                                                      Prior express written consent

                                                                                                      PII

                                                                                                      Personally identifiable information

                                                                                                      PNG

                                                                                                      Portable Network Graphic

                                                                                                      POP

                                                                                                      Post Office Protocol

                                                                                                      PSTN

                                                                                                      Public Switched Telephone Network

                                                                                                      QoS

                                                                                                      Quality of Service

                                                                                                      RFC

                                                                                                      Request for Comments

                                                                                                      RONA

                                                                                                      Redirect On No Answer

                                                                                                      RPID

                                                                                                      (SIP Header)

                                                                                                      Remote Party ID

                                                                                                      RTT

                                                                                                      Round Trip Time

                                                                                                      S2S

                                                                                                      Site-to-Site

                                                                                                      SBC

                                                                                                      Session border controller

                                                                                                      SBR

                                                                                                      Skills-Based Routing

                                                                                                      SD-WAN

                                                                                                      Software-defined Wide Area Network

                                                                                                      SIP

                                                                                                      Session Internet Protocol

                                                                                                      SL

                                                                                                      Service level

                                                                                                      SLA

                                                                                                      Service level agreement

                                                                                                      SMS

                                                                                                      Short message service

                                                                                                      SMTP

                                                                                                      Simple Mail Transfer Protocol

                                                                                                      SP

                                                                                                      Service Provider

                                                                                                      SRTP

                                                                                                      Secure Real-time Transport Protocol

                                                                                                      SSL

                                                                                                      Secure Sockets Layer

                                                                                                      TCP

                                                                                                      Transmission Control Protocol

                                                                                                      TGRP

                                                                                                      (SIP Header)

                                                                                                      Trunk Group Routing Protocol

                                                                                                      TLS

                                                                                                      Transport Layer Security

                                                                                                      UDP

                                                                                                      User Datagram Protocol

                                                                                                      UI

                                                                                                      User Interface

                                                                                                      URI

                                                                                                      Uniform Resource Identifier

                                                                                                      URL

                                                                                                      Uniform Resource Locator

                                                                                                      UTC

                                                                                                      Universal Time Clock

                                                                                                      vCube

                                                                                                      Virtual CUBE

                                                                                                      VoIP

                                                                                                      Voice over IP

                                                                                                      VPLS

                                                                                                      Virtual private LAN service

                                                                                                      VPN

                                                                                                      Virtual Private Network

                                                                                                      VPOP

                                                                                                      Voice point of presence

                                                                                                      In Webex Contact Center 1.0, VPOP integrates Webex Contact Center to the PSTN and the first connectivity point for customers. It also has media server for treatment and call recording.

                                                                                                      VPOP Bridge

                                                                                                      Voice point of presence bridge

                                                                                                      In Webex Contact Center, VPOP Bridge connects the Service Provider's PSTN to the Voice Media Layer.

                                                                                                      WAN

                                                                                                      Wide area network

                                                                                                      WCB

                                                                                                      Word Command Buffer

                                                                                                      Webex CC

                                                                                                      Webex Contact Center

                                                                                                      WFO

                                                                                                      Workforce Optimization

                                                                                                      XML

                                                                                                      Extended Markup Language

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