Cisco Cisco IP Contact Center Release 4.6.1 Technical References
Avaya ACD Interface Requirements
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Figure 1: Avaya ACD Interface
The CMS, if used, connects to Unified ICM visible LAN via a single Ethernet
connection. A Cisco CMS custom report is installed on the CMS platform (one
for each Peripheral Interface Manager).
connection. A Cisco CMS custom report is installed on the CMS platform (one
for each Peripheral Interface Manager).
shows a two-ACD site. Some sites may have a single ACD only.
Avaya and Cisco strongly recommend that the PG and Avaya ACD be on the
same LAN.
same LAN.
See also:
For specifics on AES Server installation and SCO UNIX patch requirements,
see the “
” section.
1.1.2.
Call Management System (CMS)
The Avaya CMS provides snapshots of the real-time agent login/logout and non-
ACD related agent state data to the PG via the CMS Ethernet connection
ACD related agent state data to the PG via the CMS Ethernet connection
TP
F
1
F
PT
. In
configurations that use CMS, a custom report is required to ensure that real-time
call and agent data is available to the system software.
call and agent data is available to the system software.
CMS Report Versions
Avaya has Unified ICM RTA custom reports in Expert Agent Selection (EAS)
and non-EAS versions. The Avaya CMS Professional Services Group installs
the proper Unified ICM
and non-EAS versions. The Avaya CMS Professional Services Group installs
the proper Unified ICM
custom report (EAS or non-EAS) on the CMS. To
support EAS, the custom report must have a major revision of at least 3 (for
example: 3.x.x).
example: 3.x.x).
PT
1
T
P
A CMS-less version of the PG is available; however, certain restrictions apply. See
“Avaya ‘CMS-less’ Interface,” later in this section.