Predictika · Healthcare contact center software

An AI sales agent's Spok Care Connect console deployment, checked before it goes out

An AI sales agent prepares a deployment of the Spok Care Connect Suite operator console on Cisco Unified Communications Manager and Webex Contact Center for a hospital contact center: servers, database, certificates, workstations, Cisco licenses and accounts. Before the deployment goes out, the agent sends it to Predictika, which checks it against a declarative model of the requirements Spok publishes and returns a verdict, every reason and the figures it computed.

Scope: Spok Care Connect Suite 2.6+ operator console deployed on Cisco CUCM 15.0 and Webex Contact Center (server-based). See everything this validator covers

This validator models deployments of the Spok Care Connect Suite 2.6+ operator console with Cisco CUCM and Webex Contact Center, not just the scenarios shown below.

  • Care Connect servers — three Care Connect servers, a load balancer in front of them, SQL Server 2019 or 2022 (standalone or AlwaysOn) and a CA-signed SSL certificate with CRL.
  • Operator workstations and Cisco — Windows 11 (64-bit) workstations, Cisco TAPI on the platform servers, CUCM 15.0 with a publisher and subscribers, DNS entries, certificates the Spok servers and workstations trust, and the SBC linked to Webex Contact Center through a WxC SIP trunk.
  • Licenses and accounts — one CUCM Enhanced license, one Webex Contact Center Standard license and one agent account for each operator, plus the supervisor account, service account and OrgID. The number of SIP Station licenses for the Park servers is not published, so it goes to approval until confirmed.

Any deployment of this product combination that touches these rules is in scope — not only the scenarios pictured here. Not covered: prices (Spok publishes no price list, so this validator produces no price build-up or line-item quote), the hosted Care Connect solution, paging devices and services, Spok Mobile, Spok Voice Connect, other PBX and contact center platforms, the forward and backward compatibility table for earlier Care Connect releases, and the Care Connect 2.x hardware sizing guide.

The AI sales agentBuilds the deployment from the conversation and says it is ready.
Predictika validatorChecks every rule at once and returns the verdict, each finding, and the computed figures.

7 scenarios in 3 groups · each group runs from the agent’s first attempt to the outcome · click one to switch

What the agent proposes

The AI sales agent says

Illustrative agent statement. The validator receives the structured request below.

Proposing agent: AI sales agent (scripted)

Before sending, the agent must call Recorded run

Predictika validator


      

        
        
        
      

      
Waiting for the call.

      
    

  

  
  

    
Where rules-based CPQ gets it wrong
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Our assessment of what a typical rules-based CPQ (product rules, price rules and validation rules, as in Salesforce CPQ) does with the same cases. It is a judgment about effort and reliability, not a claim that nothing can be built.

    
What the validator caughtTypical rules-based CPQPredictika
Licenses and accounts that scale with the number of operatorsOnly with care
Each count has to be compared with the operator count typed on the order; every change of operators means re-checking three separate figures.		The operator count and each license and account count arrive in one request and are compared on every call.
Every problem returned in one answerOnly with workarounds
Rules tend to fire as the order is saved or a step is completed, so a rep often fixes one error and meets the next.		All findings come back together, whatever order the choices arrived in.

  

  

    
What this validator catches: findings from its test cases
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Every rule is checked on every call, in any order the choices arrive; one problem never hides another. Blocking findings stop the quote; approval findings need a person to sign off; everything else is computed.

    
1The deployment has 2 Care Connect servers; the Spok requirements for Care Connect Suite 2.6+ with Webex Contact Center list three (3).
2The deployment has 0 Care Connect servers; the Spok requirements for Care Connect Suite 2.6+ with Webex Contact Center list three (3).
3No load balancer is in front of the Care Connect servers; the requirements list one.
4The database is not SQL Server 2019 or 2022, the versions the requirements list.
5The SQL Server is not set up as standalone or AlwaysOn, the configurations the requirements list.
6The Care Connect servers do not have a CA-signed SSL certificate, which the requirements list.
7The SSL certificate for the Care Connect servers has no CRL; the requirements list a CA-signed SSL certificate with CRL.
8The operator workstations do not run Windows 11 (64-bit), the workstation operating system the requirements list for the CTI service.
9Cisco TAPI is not installed on the Care Connect platform servers, as the requirements list.
10The Cisco Unified Communications Manager version is not 15.0, the version the requirements list for Care Connect Suite 2.6+ with Webex Contact Center.
11CUCM is not configured with a publisher and subscribers, as the requirements list.
12There are no DNS entries for the CUCM publisher and subscribers, which the requirements list.
13The Spok servers and workstations do not trust the CA that signed the certificates on the Cisco services and SBCs, which the requirements list.
14The CUCM-connected SBC is not integrated with Webex Contact Center through a WxC SIP trunk, as the requirements list.
15The deployment has 23 CUCM Enhanced licenses for 24 operator consoles; each operator console requires an Enhanced license.
16The deployment has 23 Webex Contact Center Standard licenses for 24 agents; the requirements list a minimum of one Standard license for each agent.
17The deployment has 23 Webex Contact Center agent accounts for 24 operators; the requirements list an agent account for each operator.
18There is no Webex Contact Center Supervisor account, which the requirements list.
19There is no Webex Service Account, which the requirements list.
20The Webex Contact Center OrgID has not been provided, which the requirements list.
21No SIP Station (3rd party basic) licenses are planned for the calls to the Park servers, which the requirements list.
22The number of SIP Station (3rd party basic) licenses for the calls to the Park servers is still to be confirmed; the requirements leave licensing to the client and the Cisco representative.
23The deployment has 10 CUCM Enhanced licenses for 24 operator consoles; each operator console requires an Enhanced license.
24The deployment has 12 Webex Contact Center Standard licenses for 24 agents; the requirements list a minimum of one Standard license for each agent.
25The deployment has 20 Webex Contact Center agent accounts for 24 operators; the requirements list an agent account for each operator.
26The deployment has 0 CUCM Enhanced licenses for 60 operator consoles; each operator console requires an Enhanced license.
27The deployment has 0 Webex Contact Center Standard licenses for 60 agents; the requirements list a minimum of one Standard license for each agent.
28The deployment has 0 Webex Contact Center agent accounts for 60 operators; the requirements list an agent account for each operator.

  

  

    
Scenarios and results
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The recorded result of the validator for each scenario on this page: the request the AI agent sent, the verdict, and every finding, in the order they appear above.

    
1. Servers and certificates: A 40-operator deployment on two servers with SQL Server 2017 and no load balancer

    
The agent's request. Please check this Spok Care Connect Suite 2.6+ deployment for the contact center at Larkfield Community Hospital: 40 operator consoles on 2 Care Connect servers, with SQL Server 2017 (AlwaysOn), Cisco CUCM 15.0 and Webex Contact Center, and operator workstations on Windows 11 (64-bit), with Cisco TAPI on the platform servers, a CUCM publisher and subscribers, DNS entries for them, the CA trusted by the Spok servers and workstations and the SBC linked to Webex Contact Center over a WxC SIP trunk. It has 40 CUCM Enhanced licenses, 40 Webex Contact Center Standard licenses and 40 agent accounts, plus a supervisor account, a service account and the OrgID, and SIP Station licenses covering the Park server calls. It is ready to go.

    
Verdict: Blocked.

    
    
      
  • Fewer than three Care Connect servers. The deployment has 2 Care Connect servers; the Spok requirements for Care Connect Suite 2.6+ with Webex Contact Center list three (3).
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  • No load balancer. No load balancer is in front of the Care Connect servers; the requirements list one.
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  • SQL Server version not listed. The database is not SQL Server 2019 or 2022, the versions the requirements list.
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  • No CA-signed certificate. The Care Connect servers do not have a CA-signed SSL certificate, which the requirements list.
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2. Servers and certificates: The agent resubmits after fixing the errors

    
The agent's request. Please check this Spok Care Connect Suite 2.6+ deployment for the contact center at Larkfield Community Hospital: 40 operator consoles on 3 Care Connect servers, with SQL Server 2022 (AlwaysOn), Cisco CUCM 15.0 and Webex Contact Center, and operator workstations on Windows 11 (64-bit), with a load balancer in front of the servers, a CA-signed SSL certificate with CRL, Cisco TAPI on the platform servers, a CUCM publisher and subscribers, DNS entries for them, the CA trusted by the Spok servers and workstations and the SBC linked to Webex Contact Center over a WxC SIP trunk. It has 40 CUCM Enhanced licenses, 40 Webex Contact Center Standard licenses and 40 agent accounts, plus a supervisor account, a service account and the OrgID, and SIP Station licenses covering the Park server calls. It is ready to go.

    
Verdict: Allowed.

    
    
      
  • Requirements summary. 40 operator consoles need 40 CUCM Enhanced licenses, 40 Webex Contact Center Standard licenses and 40 agent accounts, on 3 Care Connect servers.
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3. Licenses and accounts: A 24-operator deployment with fewer Standard licenses and agent accounts than operators and no supervisor account

    
The agent's request. Please check this Spok Care Connect Suite 2.6+ deployment for the contact center at Larkfield Community Hospital: 24 operator consoles on 3 Care Connect servers, with SQL Server 2022 (AlwaysOn), Cisco CUCM 15.0 and Webex Contact Center, and operator workstations on Windows 11 (64-bit), with a load balancer in front of the servers, a CA-signed SSL certificate with CRL, Cisco TAPI on the platform servers, a CUCM publisher and subscribers, DNS entries for them, the CA trusted by the Spok servers and workstations and the SBC linked to Webex Contact Center over a WxC SIP trunk. It has 24 CUCM Enhanced licenses, 20 Webex Contact Center Standard licenses and 22 agent accounts, plus a service account and the OrgID, and SIP Station licenses for the Park servers with the count still to be confirmed. It is ready to go.

    
Verdict: Blocked.

    
    
      
  • Too few Webex Contact Center Standard licenses. The deployment has 20 Webex Contact Center Standard licenses for 24 agents; the requirements list a minimum of one Standard license for each agent.
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  • Too few Webex Contact Center agent accounts. The deployment has 22 Webex Contact Center agent accounts for 24 operators; the requirements list an agent account for each operator.
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  • No supervisor account. There is no Webex Contact Center Supervisor account, which the requirements list.
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  • SIP Station license count to confirm. The number of SIP Station (3rd party basic) licenses for the calls to the Park servers is still to be confirmed; the requirements leave licensing to the client and the Cisco representative.
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4. Licenses and accounts: The agent resubmits after fixing the errors

    
The agent's request. Please check this Spok Care Connect Suite 2.6+ deployment for the contact center at Larkfield Community Hospital: 24 operator consoles on 3 Care Connect servers, with SQL Server 2022 (AlwaysOn), Cisco CUCM 15.0 and Webex Contact Center, and operator workstations on Windows 11 (64-bit), with a load balancer in front of the servers, a CA-signed SSL certificate with CRL, Cisco TAPI on the platform servers, a CUCM publisher and subscribers, DNS entries for them, the CA trusted by the Spok servers and workstations and the SBC linked to Webex Contact Center over a WxC SIP trunk. It has 24 CUCM Enhanced licenses, 24 Webex Contact Center Standard licenses and 24 agent accounts, plus a supervisor account, a service account and the OrgID, and SIP Station licenses for the Park servers with the count still to be confirmed. It is ready to go.

    
Verdict: Needs approval.

    
    
      
  • SIP Station license count to confirm. The number of SIP Station (3rd party basic) licenses for the calls to the Park servers is still to be confirmed; the requirements leave licensing to the client and the Cisco representative.
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  • Requirements summary. 24 operator consoles need 24 CUCM Enhanced licenses, 24 Webex Contact Center Standard licenses and 24 agent accounts, on 3 Care Connect servers.
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5. Licenses and accounts: The agent resubmits after fixing the errors

    
The agent's request. Please check this Spok Care Connect Suite 2.6+ deployment for the contact center at Larkfield Community Hospital: 24 operator consoles on 3 Care Connect servers, with SQL Server 2022 (AlwaysOn), Cisco CUCM 15.0 and Webex Contact Center, and operator workstations on Windows 11 (64-bit), with a load balancer in front of the servers, a CA-signed SSL certificate with CRL, Cisco TAPI on the platform servers, a CUCM publisher and subscribers, DNS entries for them, the CA trusted by the Spok servers and workstations and the SBC linked to Webex Contact Center over a WxC SIP trunk. It has 24 CUCM Enhanced licenses, 24 Webex Contact Center Standard licenses and 24 agent accounts, plus a supervisor account, a service account and the OrgID, and SIP Station licenses covering the Park server calls. It is ready to go.

    
Verdict: Allowed.

    
    
      
  • Requirements summary. 24 operator consoles need 24 CUCM Enhanced licenses, 24 Webex Contact Center Standard licenses and 24 agent accounts, on 3 Care Connect servers.
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6. Cisco and workstations: A 24-operator deployment on CUCM 14 with Windows 10 workstations

    
The agent's request. Please check this Spok Care Connect Suite 2.6+ deployment for the contact center at Larkfield Community Hospital: 24 operator consoles on 3 Care Connect servers, with SQL Server 2022 (AlwaysOn), Cisco CUCM 14 and Webex Contact Center, and operator workstations on Windows 10 (64-bit), with a load balancer in front of the servers, a CA-signed SSL certificate with CRL, a CUCM publisher and subscribers, DNS entries for them, the CA trusted by the Spok servers and workstations and the SBC linked to Webex Contact Center over a WxC SIP trunk. It has 24 CUCM Enhanced licenses, 24 Webex Contact Center Standard licenses and 24 agent accounts, plus a supervisor account, a service account and the OrgID, and SIP Station licenses covering the Park server calls. It is ready to go.

    
Verdict: Blocked.

    
    
      
  • Workstation not on Windows 11 64-bit. The operator workstations do not run Windows 11 (64-bit), the workstation operating system the requirements list for the CTI service.
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  • Cisco TAPI not installed. Cisco TAPI is not installed on the Care Connect platform servers, as the requirements list.
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  • CUCM version not 15.0. The Cisco Unified Communications Manager version is not 15.0, the version the requirements list for Care Connect Suite 2.6+ with Webex Contact Center.
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7. Cisco and workstations: The agent resubmits after fixing the errors

    
The agent's request. Please check this Spok Care Connect Suite 2.6+ deployment for the contact center at Larkfield Community Hospital: 24 operator consoles on 3 Care Connect servers, with SQL Server 2022 (AlwaysOn), Cisco CUCM 15.0 and Webex Contact Center, and operator workstations on Windows 11 (64-bit), with a load balancer in front of the servers, a CA-signed SSL certificate with CRL, Cisco TAPI on the platform servers, a CUCM publisher and subscribers, DNS entries for them, the CA trusted by the Spok servers and workstations and the SBC linked to Webex Contact Center over a WxC SIP trunk. It has 24 CUCM Enhanced licenses, 24 Webex Contact Center Standard licenses and 24 agent accounts, plus a supervisor account, a service account and the OrgID, and SIP Station licenses covering the Park server calls. It is ready to go.

    
Verdict: Allowed.

    
    
      
  • Requirements summary. 24 operator consoles need 24 CUCM Enhanced licenses, 24 Webex Contact Center Standard licenses and 24 agent accounts, on 3 Care Connect servers.
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Narration transcript
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The text of the narrated walkthrough, step by step.

    
    
      
  1. Welcome to a demo of Predictika's Validator. An AI sales agent prepares a deployment of the Spok Care Connect Suite operator console on Cisco Unified Communications Manager and Webex Contact Center for a hospital contact center: servers, database, certificates, and more. Before the deployment goes out, the agent sends it to Predictika, which checks it against a declarative model of the requirements Spok publishes and returns a verdict, every reason and the figures it computed.
    2. 
      
  2. I will start with the first request by the agent.
    3. 
      
  3. The agent says. Please check this Spok Care Connect Suite 2.6+ deployment for the contact center at Larkfield Community Hospital: 40 operator consoles on 2 Care Connect servers. It has 40 CUCM Enhanced licenses, 40 Webex Contact Center Standard licenses and 40 agent accounts, plus a supervisor account. The rest of the request is on screen.
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  4. Before it goes out, the agent calls the validator.
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  5. Blocked, with four findings, all in one answer. The deployment has 2 Care Connect servers; the Spok requirements for Care Connect Suite 2.6+ with Webex Contact Center list three (3). No load balancer is in front of the Care Connect servers; the requirements list one. The database is not SQL Server 2019 or 2022, the versions the requirements list. The other one is on screen.
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  6. The validator returned four blocking findings in one answer. A check that reads one field at a time would pass most of this; it shows only when the choices in the quote are checked against each other.
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  7. What this shows: for licenses and accounts that scale with the number of operators, a rules-based CPQ is error-prone for this.
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  8. Now the agent resubmits.
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  9. The corrected request. It changes the Care Connect servers to 3, the load balancer to in place, the SQL Server to 2022, AlwaysOn and the CA-signed SSL certificate to in place.
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  10. It calls the validator again.
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  11. This time the validator clears it.
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  12. All four earlier findings are cleared.
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  13. Four problems caught in one call, fixed in one pass, and a clean quote. That is the value of Predictika's validator: catching mistakes before they reach the customer. Now you can try the other scenarios yourself.
    14.