I need help or information on handling calls from CISCO UCCE using azure bot

Novigo 0

I am trying to integrate azure bot with CISCO UCCE to handle the calls by voice bot. Need your help in setup and configuration.

kothapally Snigdha 950 Reputation points Microsoft Vendor

2025-01-06T17:57:41.2266667+00:00
Hi Novigo,

Greetings & Welcome to the Microsoft Q&A forum! Thank you for sharing your query.

To integrate an Azure bot with Cisco UCCE for handling calls by voice bot, follow these steps:

Start by creating an Azure Communication Services resource in your Azure portal. This will provide you with access to the Communication Services API and SDKs. please refer this https://learn.microsoft.com/en-us/azure/communication-services/samples/calling-hero-sample?pivots=platform-web

Obtain a phone number or use a virtual phone number for the chatbot to interact with users. This can be done using the Azure Communication Services resource you created in step.

With the chatbot and phone number set up, use the Communication Services API to make and receive phone calls, send and receive text messages, and manage voice interactions with users.

Finally, deploy the chatbot to a hosting platform, such as Azure App Service, and make it accessible to users through the phone number or virtual phone number.

I hope this helps you! Thankyou!
kothapally Snigdha 950 Reputation points Microsoft Vendor

2025-01-08T08:32:26.5066667+00:00

Hi Novigo,

Following up to see if the above response was helpful.
Novigo 0 Reputation points

2025-01-09T08:35:39.54+00:00

Hi kothapally Snigdha,

Thanks for the response , I have already implemented IVR solution using azure communication services and azure bot. However my requirement here is call should be coming from Cisco UCCE call manger instead calling to a phone number of ACS. Calls fro UCCE need to be handled using azure bot.

I am looking for a solution to integrate my azure bot with Cisco UCCE

Thanks
kothapally Snigdha 950 Reputation points Microsoft Vendor

2025-01-15T08:21:57.7233333+00:00
Hi Novigo,

sorry for delay.

Integrating an Azure Bot with Cisco Unified Contact Center Enterprise (UCCE) to handle incoming calls requires a structured approach. Here’ some steps to follow.

Calls from the Cisco UCCE call manager should be routed to the Azure Bot instead of a traditional phone number. This may involve setting up a SIP trunk or similar connection.

Ensure your Azure Bot is configured and deployed using the Azure Bot Service. You can utilize the Microsoft Bot Framework to create and manage your bot's capabilities.

Cisco UCCE provides APIs that can be used to integrate with external systems. Familiarize yourself with these APIs, particularly those related to call control and routing.

Establish a SIP trunk between Cisco UCCE and Azure Communication Services (ACS). This will allow calls to be routed from UCCE directly to your Azure Bot.

You may need to configure the UCCE call manager to recognize the Azure endpoint as a valid destination for calls.

Develop logic within your Azure Bot to handle incoming calls effectively. This includes recognizing intents, processing user input, and generating appropriate responses.

Use Azure Cognitive Services for speech recognition and natural language understanding if needed.

Conduct thorough testing of the integration to ensure that calls are routed correctly, and that the bot responds appropriately.

Validate that all expected functionalities, such as call transfers or escalations to human agents, work as intended.

After deployment, monitor the performance of your bot and the overall system integration.

Use analytics tools available in both Azure and Cisco UCCE to gather insights on call handling efficiency and user satisfaction.

I hope this helps you. Thank you.
Novigo 0 Reputation points

2025-01-15T08:33:21.7633333+00:00

Thanks kothapally Snigdha,

This gives some insight. If you have any reference link how to integrate azure bot using sip trunk, kindly share .

Thanks again
kothapally Snigdha 950 Reputation points Microsoft Vendor

2025-01-17T18:16:53.68+00:00

Hi Novigo,

sorry for delay.To integrate azure bot using sip trunk, can you please kindly refer this document https://learn.microsoft.com/en-us/azure/communication-services/concepts/telephony/direct-routing-sip-specification.

I hope this helps you Thank you.
kothapally Snigdha 950 Reputation points Microsoft Vendor

2025-01-21T05:31:58.29+00:00

Hi Novigo,

Following up to see if the above response was helpful.

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