Cisco Cisco IPCC Web Option Technical References
12
Overview
1.1. Avaya ACD Interface Requirements
A basic, simplexed Unified ICM PG has the following interface requirements:
You can have at least one CTI link on the Avaya ACD. Up to eight CTI
links can be supported for higher call loads.
If CMS is used, the PG requires one Ethernet connection to the CMS
system that is connected to the Avaya ACD.
If CMS is used, the PG requires a Unified ICM Real-Time Adherence
(RTA) custom report. This report is developed and provided by Avaya for
the Unified ICM system.
the Unified ICM system.
Note:
A configuration without the CMS may be possible, subject to the restrictions
listed in “Avaya ACD ‘CMS-less’ Interface,” later in this chapter. If a
“CMS-less” solution is possible, all references to CMS requirements in this
document do not apply.
“CMS-less” solution is possible, all references to CMS requirements in this
document do not apply.
1.1.1.
Avaya ACD with CVLAN Service running on Avaya AES
The AES interface allows the PG and Avaya ACD to communicate directly. In
this configuration, CVLAN Service is running on Avaya AES software. The PG
connects directly to the Avaya ACD via an Ethernet LAN. The PG acts as a
client while the Avaya ACD acts as the server. An adjunct processor platform is
not required in this configuration.
this configuration, CVLAN Service is running on Avaya AES software. The PG
connects directly to the Avaya ACD via an Ethernet LAN. The PG acts as a
client while the Avaya ACD acts as the server. An adjunct processor platform is
not required in this configuration.
with Avaya ACD.