inContact Workforce Management v2 Requirements for Avaya CMS Integrations
inContact Workforce Management v2 can integrate with Avaya Call Management Systems (CMS) to receive both historical call data and real-time agent status information.
This
For more information, see Avaya CMS Integration Overview.
Hardware
A physical or virtual server is required at the customer's site to host the Hub services that obtain information from the system. inContact WFMv2 hardware requirements vary depending on the deployment model and whether additional inContact Workforce Optimization products are being deployed. Appropriate hardware is identified during the discovery process.
Ports
The following table provides details about the ports used in this integration.
| Process | Port | Transport | Direction | Description |
|---|---|---|---|---|
| ODBC | 50000 | TCP | Outbound | Default Avaya listener port on the CMS server for ODBC connection requests. This port must be open on both the Avaya CMS and inContact WFMv2 servers. |
| Generic-RTA | 6970 | TCP | Inbound | Listener for real-time agent status information from Avaya CMS. This port must be open on both the Avaya CMS and inContact WFMv2 servers. |
| RT-Socket | 6996 | TCP | Inbound | Listener for ACD Call/Split status information from Avaya CMS. This port must be open on both the Avaya CMS and inContact WFMv2 servers. |
| inContact WFMv2 Hubs | 80 | HTTP | Bi-directional | Communication between the inContact WFMv2 Real-Time and Historical Hubs, and the inContact WFMv2, takes place over this standard Internet port. The port must be open on the inContact WFMv2 server and any network firewalls. |
Software
This integration has been tested with and is supported for:
- inContact Workforce Management v2 16.1 or later
The following third-party software is also required:
- Informix Client Software Development Kit with ODBC
Licensing
This integration requires the following licensing:
- One (1) inContact WFMv2 license per user