Cisco Cisco IP Contact Center Release 4.6.2 Technical References
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Avaya PBX Configuration for ARS
3.1. ASAI/CTI Link Configuration
Event Minimization must be set to NO. Agent Soft Phones will not have
call control if it is enabled.
call control if it is enabled.
3.2. Station Configuration
In the station configuration, only two line appearances should be configured.
Avaya ARS does not support three line appearances. “Restrict Last Line
Appearance” should be set to ‘y’. “Auto Answer” should be set to ‘n’.
Avaya ARS does not support three line appearances. “Restrict Last Line
Appearance” should be set to ‘y’. “Auto Answer” should be set to ‘n’.
3.3. Hard Phone Configuration
If you wish to use the hard phone support provided by the ARS
PIM/Gateway, you must have certain configuration settings in both the
Avaya and Unified ICM. On the Avaya PBX, you need to set up the agents
and a skill group (hunt group) for the agents to log in to. Only one skill
group should be configured.
PIM/Gateway, you must have certain configuration settings in both the
Avaya and Unified ICM. On the Avaya PBX, you need to set up the agents
and a skill group (hunt group) for the agents to log in to. Only one skill
group should be configured.
3.3.1. Avaya PBX Feature Access Code Configuration
In most cases, the Feature Access Codes (FACs) for various agent actions is
already defined for the Avaya PBX. The features that we are interested in
including are:
• Agent Login
• Agent Logout
• Auto In
• Aux Work
The access codes supported must be programmed into the programmable
buttons on the hard phones. The agents using their hard phones will need to
know these codes to control their states with the hard phone. Manual entries
of the Feature Access Codes are not supported. All other Feature Access
Codes that are not mentioned here are not supported and should not be used.
already defined for the Avaya PBX. The features that we are interested in
including are:
• Agent Login
• Agent Logout
• Auto In
• Aux Work
The access codes supported must be programmed into the programmable
buttons on the hard phones. The agents using their hard phones will need to
know these codes to control their states with the hard phone. Manual entries
of the Feature Access Codes are not supported. All other Feature Access
Codes that are not mentioned here are not supported and should not be used.
If Service Observation is used on a logged in phone, the agent state and call
state of the observed agent will be affected and call control will be lost on
the soft phone. If Service Observation is used on a non-logged in phone, the
side affects will not exist.
state of the observed agent will be affected and call control will be lost on
the soft phone. If Service Observation is used on a non-logged in phone, the
side affects will not exist.
3.4. VDN Configuration
The Avaya Gateway requires creation of eight types of VDNs and associated
vectors on the Avaya. From the perspective of the configuration
requirements, these are the only types to support the Gateway and SoftACD.
They do not appear to the Avaya Gateway as nonstandard. With the
exception of the call treatment vector, each vector corresponds to an SCI
message to be sent to the PIM
vectors on the Avaya. From the perspective of the configuration
requirements, these are the only types to support the Gateway and SoftACD.
They do not appear to the Avaya Gateway as nonstandard. With the
exception of the call treatment vector, each vector corresponds to an SCI
message to be sent to the PIM
The VDN extensions must match the extensions used in the Unified ICM
configuration for Peripheral Monitors and the dialed numbers configured for
new calls.
configuration for Peripheral Monitors and the dialed numbers configured for
new calls.