Solution Design Guide for Cisco Hosted Collaboration Solution for Contact Center, Release 12.0

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Book Title

Solution Design Guide for Cisco Hosted Collaboration Solution for Contact Center, Release 12.0

Chapter Title

Avaya PG

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Updated:
January 9, 2019

Chapter: Avaya PG

Avaya PG

Avaya PG

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.


Note

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
Agent Reporting Supported
Duplexed PG Implementation Supported
Unified ICM web Option Supported
Straight Calls Supported
Transfer Calls Supported
Conference Calls Supported
Translation Route Supported
Remote Silent Monitoring (RSM) Not Supported
MediaSense Not Supported
Multimedia support (ECE) Not Supported
Precision Queues Not Supported
Finesse Desktop support Not Supported
Outbound 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.

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