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Simple AI peers with Cisco over a SIP trunk. CUCM handles call control and UCCX handles queueing and agent delivery; Simple AI handles the conversations routed to it and hands them back for live agent escalation. Cisco Unified Communications Manager (CUCM), Unified Contact Center Express (UCCX), Unified CCE, and Webex Contact Center all connect over SIP.

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What You Can Do

  • Inbound routing — a CTI route point or IVR script answers the call, then transfers it to Simple AI over the trunk.
  • Outbound campaigns — the Cisco dialer handles pacing and compliance, and transfers connected calls to Simple AI.
  • Direct outbound — Simple AI places calls through the trunk with your existing caller ID.
  • Live agent escalation — Simple AI transfers back to a CTI route point, queue, or agent extension.
  • Context on transfer — call metadata rides along in X- prefixed SIP headers for screen pop and CRM lookup.

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How It Connects

  1. CUCM receives the call and matches a route pattern.
  2. A CTI route point or IVR script decides the AI should handle the call and transfers it to Simple AI over the SIP trunk.
  3. Simple AI runs the conversation and transfers back when escalation is needed.
  4. UCCX queues the returned call and delivers it to an agent with the transferred context.

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Setup

  1. Create a SIP trunk in CUCM pointing at Simple AI’s SIP endpoint, with a route pattern for the AI destination, and allowlist our signaling and media IPs.
  2. Give your account team your SIP endpoint, auth method, and the numbers involved in E.164 format.
  3. Add the handoff to the CTI route points or UCCX scripts that should use the AI, and a return destination for escalation.
  4. Test inbound, outbound, and escalation, verifying caller ID, audio, DTMF, and agent-side context.
Your account team configures the Simple AI side. Contact support@usesimple.ai to get started.