Avaya CMS Integration Overview

To download a complete PDF guide for this integration, click here.

Reference Details

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

Historical data is imported via ODBC from the IBM Informix database in CMS. Avaya CMS offers both an External Call History Interface (ECHI) and an Internal Call History Interface (ICHI). Only one can be active at any given time. This integration can work with either.

Real-time agent status is obtained via the CMS Real Time Adherence (Generic-RTA) interface. Split/skill data is obtained through the CMS RT-Socket interface.

Integration Components

The following diagram shows a general architecture for this solution. The purpose of each Avaya CMS component is explained in the accompanying table. For details on the inContact WFM v2 components, see inContact Workforce Management v2 Integrations Overview.

Component Function
Avaya CMS inContact WFM v2 imports historical call data from the CMS Informix database using an ODBC connection.
Generic-RTA Interface Used by CMS to provide real-time statistical data for agents and splits/skills.
RT-Socket Interface Used by CMS to provide real-time statistical data for agents and splits/skills.

Customer Responsibilities

Customers are responsible for supplying the physical connection(s), IP connection(s), or both to the Avaya system, as well as for obtaining any licensing required by Avaya.

The following table provides a high-level overview of the customer configuration steps in Avaya CMS integrations.

Step Description
1 Complete all necessary physical and IP connections between the inContact WFM v2 server(s) and the LAN.
2 Obtain any necessary Avaya software and licensing.
3 Configure (or confirm configuration of) the switch in CMS.
4 Allocate space for call records.
5 On the CMS server, create a user account for inContact WFM v2 and make it a member of the UNIX dbaccess group.
6 Enable either the ECHI or ICHI interface.
7 Start the Generic-RTA and RT-Socket interfaces.
8 Provide the CMS installation disk to the inContact WFM v2 installation team so they can install the Informix SDK with ODBC driver on the inContact WFM v2 server.
9

Provide the following information to the installation team:

  • IP address, server name, database name, and time zone for the Avaya CMS server
  • Port used for ODBC access if different from the default port
  • Ports used by the Generic-RTA and RT-Socket interfaces if different from the default ports
  • Username and password for the CMS account created for inContact WFM v2

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