Avaya Requirements for Avaya CMS Integrations

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 WFM v2. 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.