Using a Third Party Unified Messaging (UM) Platform - SIP Diversion

SIP Diversion in CIC allows you to use a third party UM platform for voice mail collection and retrieval, by identifying the SIP address (also known as the Voicemail pilot number) to reach the UM server. By configuring Exchange 2010 to act as your unified messaging application with out-of-the-box configuration settings in CIC, the integration diverts the call to the UM server after receiving a “ring no answer” from the CIC user.

Note: For more information on configuring CIC to use UM, see Unified Messaging Integration with CIC Technical Reference in the PureConnect Documentation Library.

SIP Diversion is enabled in Interaction Administrator by configuring settings in the following pages:

• SIP Line Transport: Configure Transport Protocol, Audio Protocol, and Receive Port

• SIP Line Session: Select Disable Delayed Media

• Station Type: Select Exchange

• SIP Station Addresses: Configure Identification SIP Address, Connection SIP Address (User Portion and Host), Contact Line

• SIP Station Session: Select Disable Delayed Media

• Station Custom Attributes: Add the Divert For TUI attribute

Note: Third party UM configuration is available only if a SIP and a third party UM license (Exchange) are present.