Avaya Requirements for AACC Integrations

inContact Workforce Management v2 can integrate with Avaya Aura Contact Center (AACC) 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 Aura Contact Center Integration Overview.

Hardware

This integration has been tested with and is supported for:

  • Avaya Communication Server (CS) 1000

Software

This integration has been tested with and is supported for:

  • AACC Manager Server v6.4 with the RSM service enabled
  • Avaya Aura CCMS RTD SDK (installed on the inContact WFM v2 server)

Licensing

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

  • One CCMS user account license for inContact WFM v2. The account must have access to real-time reports. Typically, the CCMS Administrator account is used.