Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
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Avaya ARS Unified ICM Configuration
2.4. Configuring the ARS PG
The Unified ICM Peripheral Gateway (PG) corresponds to an Avaya G3
PBX type of switch. You should configure only one Unified ICM Peripheral
in Unified ICM Configuration Manager for each Avaya G3 PBX. If there is
to be hard phone support on the Avaya, it must have the Expert Agent
Selection (EAS) environment.
PBX type of switch. You should configure only one Unified ICM Peripheral
in Unified ICM Configuration Manager for each Avaya G3 PBX. If there is
to be hard phone support on the Avaya, it must have the Expert Agent
Selection (EAS) environment.
2.5. Configuring Heartbeat
The heartbeat is a notification that informs Unified ICM about the customer
functions. To obtain Heartbeat support from ACD in Avaya ARI, you need
to configure as follows:
functions. To obtain Heartbeat support from ACD in Avaya ARI, you need
to configure as follows:
1. Upgrade to ICM 7.2(7).
2. Disable the heartbeat for that particular link in AES (If not disabled
already).
3. Restart AES.
4. Restart the PG machine.
Note:
This configuration is required only when heartbeat is enabled for the link in
use.
use.
2.6. Configuring Peripheral Monitor
Peripheral Monitors are used to designate two classes of objects for the
Avaya SoftACD. The first object is the skill group/hunt group defined on
the Avaya PBX that Avaya agents can log into for hard phone support. The
second set of objects is Avaya VDNs that are used for Post-Routing and
Translation-Routing. (Calls can be Pre-Routed to Post-Routing VDNs). This
includes all the Virtual VRU script VDNs. The extensions of these objects
require an appropriately configured VDN on the Avaya. Refer to Section
VDN Configuration for more information on Avaya VDN configuration.
Avaya SoftACD. The first object is the skill group/hunt group defined on
the Avaya PBX that Avaya agents can log into for hard phone support. The
second set of objects is Avaya VDNs that are used for Post-Routing and
Translation-Routing. (Calls can be Pre-Routed to Post-Routing VDNs). This
includes all the Virtual VRU script VDNs. The extensions of these objects
require an appropriately configured VDN on the Avaya. Refer to Section
VDN Configuration for more information on Avaya VDN configuration.
2.6.1. Configuring Skill Group
A peripheral monitor is configured for the extension representing the agent
skill that agents on the Avaya log into via their hard phones. Note that calls
are not actually sent to this skill extension. This extension is monitored
solely as a method to inform the Avaya Gateway at startup that the Avaya
skill group should be monitored to detect when agents log in or log out via
their hard phones.
skill that agents on the Avaya log into via their hard phones. Note that calls
are not actually sent to this skill extension. This extension is monitored
solely as a method to inform the Avaya Gateway at startup that the Avaya
skill group should be monitored to detect when agents log in or log out via
their hard phones.
2.6.2. Configuring VDN
A VDN is an extension on the switch that does not terminate at an actual
device. It is an internal end-point that can take a call and perform
programmable actions with the call. You may associate a vector
device. It is an internal end-point that can take a call and perform
programmable actions with the call. You may associate a vector
1
A vector is a program written in a proprietary language of the Avaya switch.
with a
VDN. When the call is delivered to a VDN with an attached vector, the