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  • 1.  Integration of Genesys Pure Cloud with Pure Engage SIP server

    Posted 05-25-2022 04:19

    Hi,

    We are using Genesys Pure Cloud setup as of now and using webrtc to take voice calls.

    However, we want to use an external softphone as a SIP endpoint for RTP and cloud softphone only for the call control function.

    We thought of integrating Genesys Pure Cloud with the Pure Engage SIP server. The extension will be configured on the SIP server and the agent will be configured on the pure cloud.

    Agent on pure cloud and extension on SIP server should be integrated over CTI.

    Has anyone achieved the same? Is it doable?


    #Integrations
    #Telephony

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    Hari Shankar
    Clarisys Global Ltd
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  • 2.  RE: Integration of Genesys Pure Cloud with Pure Engage SIP server

    Posted 05-26-2022 04:46
    Edited by Piotr Danielewski 05-26-2022 04:46

    Hi there!

    Think there is a way, but it wouldn't be WebRTC any more, and it's not a nice one :-)

    Option one, would be to create remote phones that would have the numbers registered in your SBC, and SBC would just bounce traffic back to your SIP server, where phones would be registered. 

    You can also create a SIP Phone base  (Generic SIP) config and just point it to your SIP server.

    In both solutions you'd have to be running some softphone outside Cloud CX (but I think that Engage Softphone could do it).

    Biggest question here, would be: why ?



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    Piotr Danielewski
    EY Global Services Limited
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    Original Message


  • 3.  RE: Integration of Genesys Pure Cloud with Pure Engage SIP server

    Posted 05-26-2022 20:37
    I agree with Piotr here.  It's absolutely achievable, having your SIP Server DN be your remote phone contact # setup in Genesys Cloud.  There's other things you could do but that becomes a balance between over-complicating it and actual usefulness.  This may include things like adding in UUI Data support in each direction that you could then make use of in either Architect Flows or your IRD routing strategies/Composer Flows.

    You may want ot look at the medium-long term view of where your Engage platform is going to be before you build something too fancy.

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    Vaun McCarthy
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    Original Message


  • 4.  RE: Integration of Genesys Pure Cloud with Pure Engage SIP server

    Posted 05-31-2022 02:54
    Thanks Piotr,

    Remote phone: We configured the Remote phone and pointed it towards the on-premise extension and IP, the Remote phone shows operational but we cannot see any registration request on - SIP server.

    Generic Phone: We created the one but could not find the option to provide the IP address of my On-Prem SIP server. can you please assist?


    Regards,
    Hari Shankar

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    Hari Shankar
    Clarisys Global Ltd
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    Original Message


  • 5.  RE: Integration of Genesys Pure Cloud with Pure Engage SIP server

    Posted 05-31-2022 03:02
    Hari, in this case your Remote Phone won't "register" to SIP Server because it's not a SIP endpoint.  The idea here is that you'd use WDE either with SIP Endpoint, or some other nailed-up connection.  The remote phone would just point to the DN/DDI but you'd need an actual device/software endpoint on the other side of that to handle the actual call.

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    Vaun McCarthy
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    Original Message


  • 6.  RE: Integration of Genesys Pure Cloud with Pure Engage SIP server

    Posted 05-31-2022 11:16
    We used a PhonerLite (third party softphone) as SIP Endpoint logged in with the same extension as mentioned in Remote phone.

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    Hari Shankar
    Clarisys Global Ltd
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    Original Message


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