Cisco Cisco IP Contact Center Release 4.6.1 Technical References

 

 

 

 

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The Cisco Unified Intelligent Contact Management (Unified ICM) Peripheral 
Gateway (PG) supports Avaya ACD using CVLAN Service, running on Avaya 
Application Enablement Services (AES). This is the preferred method to 
interface to the Avaya ACD.  

CVLAN is an Avaya software option that allows the Unified ICM PG to 
communicate with the Avaya ACD. CVLAN provides the PG with real-time call 
events and allows the PG to query the ECS/MultiVantage/Avaya about splits, 
trunk groups, and agents. For more information about the supported ACD 
switches, see Cisco ICM Software Supported Switches (ACDs) available at 

.  

CVLAN also allows the PG to perform Post-Routing, station monitoring, and 
third-party call control. The CVLAN software can be purchased from Avaya. 

The Call Management System (CMS) is the Avaya ACD Management 
Information System (MIS). It provides the PG with real-time agent state data for 
non-station-monitored agents. 

This chapter describes the options for connecting the Avaya ACD to the Unified 
ICM PG. To work with the system software, the Avaya ACD must meet several 
hardware and software requirements. This chapter lists the requirements for both 
CMS and non-CMS environments. 

Avaya ACD is used across this document to represent the different names used 

by Avaya for their platform, such as Avaya Aura Communication Manager, 
Avaya Communication Manager, MultiVantage, and Definity.