Cisco Unified Intelligent Contact Management (Unified ICM) Peripheral Gateway (PG) supports Avaya Automatic Call Distributor (ACD). Avaya PG is the component that communicates to the Avaya ACD device that has agents on it. Avaya PG supports ACD using CVLAN (Call Visor LAN) Service, running on Avaya Application Enablement Services (AES). CVLAN is an Avaya software option that allows the Unified ICM PG to communicate with the Avaya ACD. CVLAN also allows the PG to perform Post-Routing, station monitoring, and third-party call control. For more information about Avaya PG, see Avaya PG Considerations.
Avaya PG is an optional cisco component supported for 4000 and 12000 agent deployments only. Each Avaya PG is counted towards the total number of supported PGs.
Avaya PG Considerations
Avaya PG Design Considerations
The following table includes the deployment consideration for Avaya PG. The Avaya PG is supported only in 4000 and 12000 agent deployment models.
|Feature/Call Flow||Design Considerations|
|Duplexed PG Implementation||Supported|
|Unified ICM web Option||Supported|
|Remote Silent Monitoring (RSM)||Not Supported|
|Multimedia support (ECE)||Not Supported|
|Precision Queues||Not Supported|
|Finesse Desktop support||Not Supported|
|Split PG over WAN||Not Supported|
|Avaya ACD remote from PG||Not Supported|
|Extension Digits Supported||10|
|Agents per PG||2000|
|Maximum Skills per agent||20|
|Maximum UII size||40 bytes|
Avaya PG High Availability
When PG(PIM) side A fails, PG(PIM) side B becomes active. Agents who are on call continues, with no third-party call control (conference, transfer, and so on) available from their agent desktop. During the failover to the B-Side PIM. Agents who are not on a call, CTI desktop disable their agent state or third-party call control buttons on the desktop. After the failover completes, the agent desktop buttons are restored. When PG side A recovers, the PIM does not fall-back, PG side B remains active and call processing continues.