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This blog is to share our expertise in Cisco UCM, UCCX/UCCE and Cisco Meeting Server

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How to enable video in Cisco UCCX/UCCE

Since Cisco Remote Expert Mobile/Cobrowse solution reached its end-of-sale there is no native app adding video channel to a Cisco-based contact center.

A great alternative is Aurus RichCall for Cisco UCCX/UCCE, which offers a best-in-class support for Cisco environment. There are 3 points of integration - Cisco UCM, Cisco UCCX and Cisco Finesse.

Here is the call flow explaining how we achieved that.

1. A customer initiates an online call

Customer uses a widget embedded into a website.

2. RichCall server makes a SIP call to CUCM

RichCall server uses the preconfigured SIP trunk to make a SIP call to the UCCX CTI port configured in Cisco UCM.

3. UCCX routes the call to an agent

UCCX places the call to one of UCCX queues and routes it to one of the available agents.

4. An agent answers the call

An agent answers the call using his Cisco endpoint. One of UCCX call variables indicates that the incoming call is a video call.

5. RichCall establishes interactive session

RichCall established an interactive video-enabled session. The agent uses RichCall Agent UI embedded in Cisco Finesse for video and web-collaboration with the client.

More about Aurus RichCall for Cisco contact center