This document describes the procedure to set up the Cisco Intelligent
Contact Management (ICM) Peripheral Gateway (PG) to interface with an Avaya
Definity G3 Call Center.
Note: This document is only applicable to Definity ECS ACD which runs in
the Expert Agent Selection – Preference Handling Distribution (EAS-PHD)
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
In order to install a Cisco ICM PG to interface with an Avaya Definity
G3 Call Center, complete these steps:
Set the CVLAN/MAPD interface for Event Minimization to
Set the CVLAN/MAPD interface Terminal End-Point Identifier (TEI)
value to 3.
Specify active associations. The valid values are 2048, 4096, and
8192. You can modify this setting only from the Avaya, and to do so, you must
recompile the code for the CVLAN server. When you have set the number of
associations on the Avaya, ensure that the PG matches this number.
Configure all Vector Directory Numbers (VDNs) as peripheral
Include the skillnum argument and all monitored
skillgroup IDs in the Call Management System (CMS) skillgroups
You can encounter numerous problems with reports and routing if you
configure the Cisco ICM PG improperly. If you encounter such problems, call the
Cisco Applications Technology Group (ATG) Technical Assistance Center (TAC) and
request a copy of the document "GED95 - ICR System Manager Guide