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.
The following table
includes the deployment consideration for Avaya PG. The Avaya PG is supported
only in 4000 and 12000 agent deployment models.
Duplexed PG Implementation
ICM web Option
Silent Monitoring (RSM)
Multimedia support (ECE)
ACD remote from PG
Extension Digits Supported
Skills per agent
Avaya PG High
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.