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inContact WFMv2 ACD Integrations > Avaya CMS Integration > Avaya Requirements for CMS Integration

Avaya Requirements for Avaya CMS Integrations

OverviewClosed

inContact Workforce Management v2 can integrate with Avaya Call Management System (CMS) to receive both historical call data and real-time agent status information.

This topic provides a reference to the required Avaya components for this integration.

For more information, see Avaya CMS Integration Overview.

Hardware

This integration has been tested with and is supported for:

  • Avaya CMS-compatible Media Server (typically Avaya S8300, S8500, or S8700)

Software

This integration has been tested with and is supported for:

  • Avaya Call Management System R17
  • RT_Socket Interface v4.3.28
  • Generic-RTA Interface v6.1.17, pl:0

Licensing

In addition to CMS licenses, this integration requires the following licensing:

  • One CMS user account license for inContact WFMv2. This account must be a UNIX dbaccess group member.
  • RT-Socket license
  • Generic-RTA license

RT-Socket has a built-in limit of 3,500 agents that can be increased by Avaya. Contact Avaya Professional Services for more information.