Cisco Cisco E-Mail Manager Unity Integration Option Riferimenti tecnici
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1. Overview
The Cisco Unified Intelligent Contact Management (Unified ICM) Peripheral
Gateway (PG) supports Avaya ACD using CVLAN Service, running on Avaya
Application Enablement Services (AES). This is the preferred method to
interface to the Avaya ACD.
Gateway (PG) supports Avaya ACD using CVLAN Service, running on Avaya
Application Enablement Services (AES). This is the preferred method to
interface to the Avaya ACD.
CVLAN is an Avaya software option that allows the Unified ICM PG to
communicate with the Avaya ACD. CVLAN provides the PG with real-time call
events and allows the PG to query the ECS/MultiVantage/Avaya about splits,
trunk groups, and agents. For more information about the supported ACD
switches, see Cisco ICM Software Supported Switches (ACDs) available at
communicate with the Avaya ACD. CVLAN provides the PG with real-time call
events and allows the PG to query the ECS/MultiVantage/Avaya about splits,
trunk groups, and agents. For more information about the supported ACD
switches, see Cisco ICM Software Supported Switches (ACDs) available at
CVLAN also allows the PG to perform Post-Routing, station monitoring, and
third-party call control. The CVLAN software can be purchased from Avaya.
third-party call control. The CVLAN software can be purchased from Avaya.
The Call Management System (CMS) is the Avaya ACD Management
Information System (MIS). It provides the PG with real-time agent state data for
non-station-monitored agents.
Information System (MIS). It provides the PG with real-time agent state data for
non-station-monitored agents.
This chapter describes the options for connecting the Avaya ACD to the Unified
ICM PG. To work with the system software, the Avaya ACD must meet several
hardware and software requirements. This chapter lists the requirements for both
CMS and non-CMS environments.
ICM PG. To work with the system software, the Avaya ACD must meet several
hardware and software requirements. This chapter lists the requirements for both
CMS and non-CMS environments.
Note:
Avaya ACD is used across this document to represent the different names used
by Avaya for their platform, such as Avaya Aura Communication Manager,
Avaya Communication Manager, MultiVantage, and Definity.
Avaya Communication Manager, MultiVantage, and Definity.