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 topic provides a reference to the required inContact WFM v2 components for this integration.

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 Avaya system. 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 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 WFM v2 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 WFM v2 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 WFM v2 servers.
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:

  • Informix Client Software Development Kit with ODBC

Licensing

This integration requires the following licensing:

  • One (1) inContact WFM v2 license per user