The AES interface allows the PG and Avaya ACD to communicate directly.

In this configuration, CVLAN / TSAPI Service runs on Avaya AES software.

The PG connects directly to the Avaya ACD through an Ethernet LAN. The PG acts as a client while the Avaya ACD acts as the server. An adjunct processor platform is not required in this configuration.

The following figure shows an example of AES interface with Avaya ACD.

The CMS, if used, connects to Unified ICM visible LAN through a single Ethernet connection. A Cisco CMS custom report is installed on the CMS platform (one for each Peripheral Interface Manager).

The Avaya ACD Interface figure shows a two‑ACD site. Some sites may have a single ACD only.

Install the PG and Avaya ACD on the same LAN.

For specifics on AES Server installation and SCO UNIX patch requirements, see the Configuring AES section.

The Avaya CMS provides snapshots of the real-time agent login/logout and non-ACD-related agent state data to the PG through the CMS Ethernet connection. In configurations that use CMS, a custom report is required to ensure that real-time call and agent data is available to the system software.

CMS Report Versions

Avaya has Unified ICM RTA custom reports in Expert Agent Selection (EAS) and non‑EAS versions. The Avaya CMS Professional Services Group installs the proper Unified ICM custom report (EAS or non‑EAS) on the CMS. To support EAS, the custom report must have a major revision of at least 3 (for example: 3.x.x).

Single- and Multiple-PIM Configurations

One custom report must be installed on the CMS for each Peripheral Interface Manager (PIM) on the PG. A PIM is a system software module that allows communication between a peripheral and the PG. For example, if you have one Avaya ACD and a duplexed PG, each PG has one PIM. Therefore, the CMS requires two custom reports. If you have two ACDs and a duplexed PG, each PG has two PIMs. The CMS would therefore require four custom reports (two for each PG).

On a single Avaya ACD duplexed PG environment two CMS reports are installed. However, only one of the reports provide agent state data to the PG at any given time.

In other words, only one CMS report is running at any given time per Avaya ACD. From a resource utilization perspective on CMS, a single CMS report (when running) is equivalent to one more Supervisor running a real‑time report.

For more information on CMS report requirements, see the CMS Cisco Real-Time Report section.

Note

Customers who are using CMS with Unified ICM, over 1,000 agents/high call loads, may want to change certain ICM ACD PIM default settings. Changing settings may improve agent station visibility. But it can also cause a possible increase in message traffic to the Avaya ACD, switch CPU load, and network traffic between the PG and Central Controller (CC). Customers are supposed to work with the Cisco Content Security and Control (CSC) to evaluate and mitigate any possible issues. Cisco CSC must refer to internal documents on PIM registry configuration.

ICM software support Avaya ACD configurations that do not use the Avaya CMS. Typically, this configuration is available only when agent count is less than 1,000 agents. However, the suitability of a CMS-less installation for a site may depend on several factors. This includes agent counts, Busy Hour Call Rate (BHCR), third-party activity, post-routing, and other Avaya CTI applications (if any).

Note

If a CMS-less solution is used, all references to CMS requirements in this document do not apply. In a CMS-less environment, both Unified ICM and Avaya ACD systems must meet more configuration requirements: Additional Unified ICM Software Configuration The following changes are possible using the Configure ICM tools. It is necessary for you to set all agents in the Unified ICM database. Map agents to skill groups in the Unified ICM database. The agent to-skill-group mapping must match the Avaya ACD configuration. In addition, the subgroup must correctly map to the agent’s priority. It is essential for you to set monitored instruments in the Peripheral Monitor table of the Unified ICM database. Agent stations are to be monitored. Set up Peripheral Targets in the Unified ICM database for all Vector Directory Numbers (VDNs) through which monitored calls flow.

Additional Avaya Requirements

In a PG configuration that does not use CMS, additional configuration is necessary on Avaya.

• PG requires skill groups to be monitored to track agent login and logout events. No agents can log in to that skill group if a skill group is not monitored. PG uses 3PDC or Monitor request API's to monitor a skill group, based on the interface (CVLAN/TSAPI).

Avaya currently restricts one application to third-party domain control of a skill group.

• Enable Event Minimization for the CVLAN CTI links used by the Peripheral Gateway. This is not applicable when PG uses TSAPI Interface to connect to AES.

• External applications that alter agent state on the Avaya ACM should use the CTI Server interface of the PG.

Each Avaya Ethernet CTI link can support a BHCR. This BHCR is of approximately 32,000 in general use by the PG and excludes Post-Routing or third-party call control. This is an approximate value. This value are affected by following factors:

• The number of agents

• Anticipated peak busy hour call rate

• Average number of CTI events/calls

• Number of splits

• Trunk groups

• VDNs

Establish a dedicated Ethernet CTI link for Unified ICM application.

For more information on Ethernet BHCRs, see the Ethernet Busy Hour Call Rates section.