Media and CTI connectors
Media Manager offers built-in connectors for Computer Telephony Integration (CTI) and audio acquisition. There are two types of connectors available:
- Self-hosted connectors
- Contact Center as a Service (CCaaS)
Self-hosted connectors
The most common self-hosted media integration uses the combination of Recording Controller Connector (RCC) and Media Connector (MC).
CTI connectors convert call events from proprietary platforms into Media Manager supported formats. Common integrations include:
- Genesys Engage (T-Server/SIPServer)
- Genesys Cloud BYOC
- Avaya AES
- Cisco CUCM
- GED188
- AES agent status (Connector for detecting agent login/logout using Automatic Call Distribution (ACD) address events)
Supported call events:
- Call started
- Call ended
- Call paused
- Call resumed
- Party added (conference)
- Party deleted
- Data updated
The following self-hosted connectors are available for Nuance Media Manager.
Note:
To view the latest versions of the connectors, click the corresponding SOG links. Each link provides access to all available versions, along with the Supported Operating Guide (SOG) and release notes for each version.| Connector | Description | SOG |
|---|---|---|
| Media Connector | The Media Connector receives RTP audio traffic. Together with a Recording connector such as the SIPREC RCC, the Media Connector acquires RTP media from the on-premises SBC, converts the audio stream to gRPC, and forwards it to Media Manager in the Gatekeeper Cloud. | Media Connector SOG |
| SIPREC RCC | The SIPREC Recorder Controller Connector (RCC) acts as a Session Recording Server (SRS) that can interact with a customer’s SBC to manage the recording of calls through SIPREC protocol. The RCC and the Media Connector (MC) together do the work of acquiring RTP media from the SBC, converting it to gRPC, and forwarding it to Media Manager in the Gatekeeper Cloud. | SIPREC RCC SOG |
| Genesys Engage | The Genesys Engage Connector provides the integration between Gatekeeper and the self-hosted Genesys T-Server/SIP Server. The connector subscribes to CTI events for agents who are logged in to Gatekeeper and notifies Media Manager about these events. | Genesys Engage SOG |
| Genesys Cloud BYOC | The Genesys Cloud BYOC CTI Connector provides the integration between Gatekeeper and the Genesys Cloud platform. The connector subscribes to CTI events for agents who are logged in to Gatekeeper and notifies Media Manager about these events. | Genesys Cloud BYOC SOG |
| Cisco CUCM | The Cisco CUCM Connector provides the integration between Gatekeeper and the self-hosted Cisco CUCM server. The connector subscribes to CTI events for agents who are logged in to Gatekeeper and notifies Media Manager about these events. | Cisco CUCM SOG |
| Avaya AES | The Avaya Application Enablement Services (AES) CTI Connector provides the integration between Gatekeeper and the self-hosted Avaya server. The connector subscribes to CTI events for agents who are logged in to Gatekeeper and notifies Media Manager about these events. | Avaya AES SOG |
| Avaya AES Agent Status | The Avaya AES Agent Status Connector provides the integration between Gatekeeper and the self-hosted AES server. The connector subscribes to ACD address events to detect agent login or logout from the ACD skill groups, then notifies Gatekeeper SMDC to start or stop silent data collection for the agent extensions. | Avaya AES Agent Status SOG |
| OVS RCC | The Open Virtual Switch Recorder Controller Connector (OVS RCC) acts as a controller that can interact with a customer’s Open Virtual Switch (OVS) to manage the recording of calls through the OpenFlow protocol. The RCC and the Media Connector together acquires RTP media from the OVS Server (to which an RTP SPAN is connected), converting it to gRPC, and forwarding it to Media Manager in the Gatekeeper cloud. | OVS RCC SOG |
| Cisco GED188 | The Cisco GED188 CTI Connector provides the integration between Gatekeeper and the on-premises Cisco UCCE Peripheral Gateways (PGs). It subscribes to CTI events for agents who are logged in to Gatekeeper and notifies Media Manager about these events. | Cisco GED188 SOG |
Contact Center as a Service
For customers using Contact Center as a Service (CCaaS) instead of traditional CTI / Telephony platforms, the cloud-to-cloud integration is usually possible.
Media Manager offers support for:
- Amazon Connect (Audio: Cloud-to-Cloud / CTI: via agent desktop)
- Five9 (Cloud-to-Cloud)
- Genesys Cloud (Cloud-to-Cloud)
Contact Nuance support for guidance and support on these, or other CCaaS platforms.
The following CCaaS connectors are available for Nuance Media Manager.
Note:
To view the latest versions of the connectors, click the corresponding SOG links. Each link provides access to all available versions, along with the Supported Operating Guide (SOG) for each version.| Connector | Description | SOG |
|---|---|---|
| Amazon Connect | The Amazon Connect CCaaS Connector receives audio from the Amazon Kinesis Streams API. The connector converts the audio stream to gRPC and forwards it to Media Manager in the Gatekeeper cloud. | Amazon Connect SOG |
| Five9 | The Five9 VoiceStream CCaaS Connector works as a server receiving audio and CTI events from Five9 VoiceStream. The connector receives and parses the CTI events and the audio stream pushed by Five9 and sends them to the Media Manager, properly ordered and formatted. | Five9 SOG |
| Genesys Cloud | The Genesys Cloud CCaaS Connector provides integration between Gatekeeper and the Genesys Cloud platform. It subscribes to the CTI events for agents who are logged into the Web Agent Console and notifies Media Manager about these events. The Genesys CTI connector acts as a client, and the Genesys media connector acts as a server. The connector receives and parses CTI events and the audio stream pushed by Genesys and send them to the Media Manager, properly ordered and formatted. | Genesys Cloud SOG |