Connect an AI phone agent to Cisco Unified CM

Cisco Unified CM at a glance

Cisco Unified Communications Manager (CUCM) is Cisco's on-premises call control. At the edge of the network there is usually a Cisco Unified Border Element (CUBE) acting as the SBC.

How the connection works

• A SIP trunk in CUCM to CUBE, and from CUBE a dial-peer to Tibinet, using an IP-based connection.
• Route patterns 85XX and 88XXXXX send the agent numbers to the trunk.
• For the way back: an inbound dial-peer on CUBE and a calling search space that can reach the transfer numbers.

You can read how it works in general on connecting an AI phone agent to your phone system. All ports, codecs and settings are listed in the technical details.

What your IT team does

1. 1

   Dial-peers on CUBE

   Create dial-peers to the SIP address we give you, with G.711 A-law and dtmf-relay rtp-nte.

2. 2

   Allow our address

   Allow our address through the firewall and on CUBE (trusted list).

3. 3

   Route patterns

   Add route patterns in CUCM that send 85XX and 88XXXXX to the trunk.

4. 4

   Route back

   Add an inbound route and a CSS for the transfer numbers.

5. 5

   Encryption (optional)

   Switch on TLS and SRTP on the dial-peer if you want to.

Transferring calls

• Cold transfer: by default through a second call to your environment.
• REFER (optional): the trunk and CUBE must accept REFER. If not, the platform automatically falls back to the second call.
• Warm transfer: your colleague first hears a summary and presses 1 (accept) or 2 (decline). If nobody answers, the caller stays with the agent.
• The summary is also sent as a SIP header. Whether your handsets display it depends on your configuration and handsets; we do not promise it.

Points to watch

Cisco is a trademark of Cisco Systems. Tibinet is not a partner of, or affiliated with, Cisco.