inContact Workforce Management v2 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
For more information, see Avaya Aura Contact Center 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 AACC. inContact WFM v2 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 | 1972 | TCP | Outbound | Default Avaya listener port on the AACC server for ODBC connection requests. This port must be open on the inContact WFM v2 server and the AACC server. |
| inContact WFM v2 Hubs | 80 | HTTP | Bi-directional | Communication between the inContact WFM v2 Real-Time and Historical Hubs, and the inContact WFM v2, takes place over this standard Internet port. The port must be open on the inContact WFM v2 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:
- Intersystems Cache ODBC driver (available on the CCMS installation disk)
Licensing
This integration requires the following licensing:
- One (1) inContact WFM v2 license per user