Connect LabAmazon Connect study

Integrations

CUCM and Webex beside Connect

Learn it in 5 minutes

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About five minutes of reading

There is no AWS-managed CUCM CTI adapter in the docs this campus cites. The seam is the phone number.

Leave extensions on CUCM or Webex Calling. Claim or port the public contact-center numbers to Connect. When a Connect agent must reach a desk, transfer to that number. When a desk must reach the center, dial the Connect number. Webex Contact Center, if you still have it, is a second CCaaS during dual-run, not a component.

E911 for people who still have a CUCM phone can stay on CUCM. Agents who only have the CCP need the Connect E911 design in the Ecosystem track. Do not assume the PBX location covers a home agent on the CCP.

  • Test the transfer in both directions.
  • Codec and DTMF on the CUCM side still matter after the transfer.
  • Caller ID from Connect must be a number CUCM's route plan accepts.
  • Document which system records the second leg.

Number on this page: Seam PSTN. Transfer to phone number

Visual

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CUCM and Webex beside Connect
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

They meet when one dials the other.

Worked example

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  1. Keep. The PBX for desks.
  2. Move. The public number.
  3. Transfer. Test both ways.
  4. E911. Separate designs for desk and CCP.

What usually goes wrong: A diagram with a SIP trunk and no evidence Connect can register to it.

Quiz

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Question 1

Which term matches this description? CUCM or Webex keeps enterprise extensions. Connect keeps the public contact center number. They meet by transfer, not by a shared dial plan.

Show the cited answer

CUCM or Webex keeps enterprise extensions. Connect keeps the public contact center number. They meet by transfer, not by a shared dial plan. The term is Side-by-side.

Flow block in Connect Customer: Transfer to phone number - Amazon Connect Customer AWS docs. last checked 2026-10

Question 2

Which term matches this description? Caller ID from Connect must be a number CUCM's route plan accepts.

Show the cited answer

Caller ID from Connect must be a number CUCM's route plan accepts. The term is CUCM and Webex beside Connect (3).

Flow block in Connect Customer: Transfer to phone number - Amazon Connect Customer AWS docs. last checked 2026-10

Question 3

Which term matches this description? The placeholder phone channel is not a real number.

Show the cited answer

The placeholder phone channel is not a real number. The term is ServiceNow Voice (3).

Docs | ServiceNow community. last checked 2026-10

Sources

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Flow block in Connect Customer: Transfer to phone number - Amazon Connect Customer AWS docs. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

Ecosystem

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Glossary

  • Salesforce CTI Adapter A managed package plus a serverless app that embeds the CCP in Salesforce.
  • SCC-AC Salesforce Contact Center with Amazon Connect. Voice stays on Connect. Messaging can be Connect or Salesforce.
  • ServiceNow Voice The ServiceNow integration that imports flows, maps queues to Advanced Work Assignment, and can attach AI voice agents.
  • Teams chat bridge A published pattern: a Teams app, Azure Bot Service, API Gateway, Lambda, and StartChatContact. It is chat, not a phone trunk.

Mind map

Open the Integrations mind map

Sister technologies

The CRM, the PBX, and the chat client each own a different seam. Mixing them up builds a transfer that pops the wrong record.

Config and troubleshooting

A diagram with a SIP trunk and no evidence Connect can register to it.

Salesforce and ServiceNow do not receive contact attributes unless you write them and call out. The association is what lets the flow invoke the function that sets the customer id.

IntegrationAssociation Lambda functions

CloudFormation study snippet
Resources:
  PopAssociation:
    Type: AWS::Connect::IntegrationAssociation
    Properties:
      InstanceId: !GetAtt CampusInstance.Id
      IntegrationType: LAMBDA_FUNCTION
      IntegrationArn: !GetAtt ScreenPop.Arn

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

sources.json