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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
    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
December 09, 2024 | 11777 view(s) | 6 people thought this was helpful

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

list-menuIn this article
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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

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.

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

Communications, Services, and Additional Information

  • To receive timely, relevant information from Cisco, sign up at Cisco Profile Manager.

  • To get the business impact you’re looking for with the technologies that matter, visit Cisco Services.

  • To submit a service request, visit Cisco Support.

  • To discover validated apps, products, solutions, and services, visit Cisco Marketplace.

  • To obtain general networking, training, and certification titles, visit Cisco Press.

  • To find warranty information for a specific product or product family, access Cisco Warranty Finder.

Cisco Bug Search Tool

Cisco Bug Search Tool (BST) provides web-based access to the Cisco bug tracking system. This system maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides you with detailed defect information about your products and software.

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

  • 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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