Integration Overview
Version support: 3.0
The Avaya POM integration is used to design and deploy outbound voice, SMS, and e-mail campaigns and is designed to work with active VoIP (using Avaya DMCC-MR, DMCC-SO, or DMCC-SSC as an audio source. Call control and metadata are provided by the Avaya POM dialer.
The customer is expected to have a working environment with Avaya Proactive Outreach Manager. No specific configuration of Avaya POM components is required to integrate with the Uptivity software.
|
Component |
Function |
|---|---|
| Avaya PBX | PBX component that controls the audio being presented to and from digital phones, IP phones, or both. |
| Avaya POM | Dials outbound calls. Directs the PBX to connect calls to agents. Sends events (such as CALLCONNECT, CALLDISCONNECT, and so forth) and other data (such as Agent ID) to the Uptivity server. |
| Uptivity Server |
Provides an interface to the Uptivity recording node to start/stop call recording. Generates call records in the Uptivity database that store Agent ID and other information. |
Need-to-Knows
For information and procedures related to configuration, consult the Uptivity installation team.
This is a CTI-only integration, and must be used with a primary integration for audio acquisition (DMCC-MR, DMCC-SO, or DMCC-SSC).
Terminology
To ensure a common frame of reference, this guide uses the following terms in conjunction with this Avaya integration:
|
Term |
Definition |
|---|---|
| AACC | Avaya Aura Contact Center. The AACC server hosts software that provides agent-related CTI events. |
| AES | Application Enablement Services. The AES server hosts software that provides phone-related CTI events. |
| Avaya CMS | Avaya Call Management System. This contact center product is designed for businesses with complex contact center operations and high call volume. Sometimes referred to as Avaya CM. |
| DMCC | Device Media Call Control. This functionality of the Avaya AES server provides a means of active recording via VoIP, even for endpoints that are not IP telephones. |
| POM | Proactive Outreach Manager. POM is an outbound platform (dialer) for creation and management of outbound and blended phone campaigns and customer communications. |
| TSAPI | Telephone Services Application Programming Interface. Avaya TSAPI is the actual software that provides the call control events and metadata to NICE Uptivity. |
| S8300, S8500, S8700 | These are common models of Avaya PBX equipment. |
Avaya Requirements
Software
- Avaya POM Release 3.0 or newer
These requirements are in addition to the audio source requirements; refer to the relevant customer guide for details.
Software and Licensing
No additional software or licensing is needed.
Uptivity Requirements
Hardware, Software, and Licensing
General Uptivity hardware and software requirements are specified in the customer guide for the audio source integration. Those guides also explain the licensing requirements. No additional Uptivity licensing is needed.
Specific hardware and system software required for your implementation is determined by Uptivity Sales Engineering during the discovery and system design process. No system hardware or software should be purchased or requisitioned until the final system design document is complete.
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