Cisco Cisco IP Contact Center Release 4.6.2 Technical References

14 

Overview 

 

One custom report must be installed on the CMS for each Peripheral Interface 
Manager (PIM) on the PG. A PIM is a system software module that allows 
communication between a peripheral and the PG. For example, if you have one 
Avaya ACD and a duplexed PG, each PG has one PIM. Therefore, the CMS 
requires two custom reports. If you have two ACDs and a duplexed PG, each PG 
has two PIMs. The CMS would therefore require four custom reports (two for 
each PG). 

Even though two CMS reports are installed in a single Avaya ACD duplexed PG 
environment, only one of the CMS reports is actively providing agent state data 
to the PG at any given time. In other words, only one CMS report is running at 
any given time per Avaya ACD. From a resource utilization perspective on 
CMS, a single CMS report (when running) is equivalent to one additional 
Supervisor running a real-time report. 

For more information on CMS report requirements, see the “

” section. 

Customers who are using CMS with Unified ICM, upgrading to ICM 4.1, 

and have over 1,000 agents/high call loads, may want to change certain ICM 
4.1 ACD PIM default settings. Changing settings may improve agent station 
visibility but can also result in a possible increase in message traffic to the 
Avaya ACD, switch CPU load, and network traffic between the PG and 
Central Controller (CC). Customers should work with the Cisco Content 
Security and Control (CSC) to evaluate and mitigate any possible issues. 
Cisco CSC should refer to internal documents on PIM registry configuration

.

 

ICM software Releases 4.1 and greater support Avaya ACD configurations that 
do not use the Avaya CMS. Typically, this configuration is available only when 
agent count is less than 1,000 agents. However, the suitability of a CMS-less 
installation for a site may depend on a number of factors, including agent 
counts, Busy Hour Call Rate (BHCR), third-party activity, post-routing, and 
other Avaya CTI applications (if any). 

If a CMS-less solution is used, all references to CMS requirements in this 

document do not apply. 

In a CMS-less environment, both Unified ICM and Avaya ACD systems must 
meet several additional configuration requirements: 

The following changes are possible using the Configure ICM tools. 

 

You must configure all agents in Unified ICM database. 

 

You must map agents to skill groups in Unified ICM database. The 

agent-to-skill-group mapping must match the Avaya ACD configuration. In 
addition, the subgroup must correctly map to the agent’s priority. 

 

You must configure monitored instruments in the Peripheral Monitor 

table of Unified ICM database. Agent stations should be monitored. 

 

You must configure Peripheral Targets in Unified ICM database for all 

Vector Directory Numbers (VDNs) through which monitored calls flow.