Preface

Change History

This table lists and links to changes made to this guide and gives the dates those changes were made. Earliest changes appear in the bottom rows.

Change See Date

Document updated for MR Release 12.5(2)

July 2022

Added the Release number-12.5(2) to the title

Added a new section for Network Take-Back and Transfer Support

Network Take-Back and Transfer Support

Added a new chapter that has details about migrating your existing Avaya PGs from the CVLAN interface to the TSAPI interface.

CVLAN to TSAPI Migration

Initial Release of Document for Release 12.5(1)

February 2020

About this Guide

This document contains the specific information you need to maintain an Avaya Peripheral Gateway (PG) in a Unified Intelligent Contact Management (Unified ICM) environment. It is intended to be used as the Avaya‑specific companion to the Unified ICM software documentation set.

While the other Unified ICM documents cover general topics such as configuring an overall Unified ICM system and writing scripts to route contact center requests, this document provides specific information on configuring an Avaya PG and making any necessary adjustments to the Avaya ACD configuration.

Audience

This document is intended for Unified ICM system managers. The reader understands the Unified ICM functions as described in the following documents:

  • Cisco Unified Contact Center Enterprise Installation and Upgrade Guide

  • Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise

The reader should also have specific knowledge about the Avaya and CMS systems.

Field Notice

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Conventions

This document uses the following conventions:

Convention Description
boldface

font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names.

For example:

  • Choose Edit > Find

  • Click Finish

italic

font

Italic font is used to indicate the following:

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  • A syntax value that the user must replace. Example: IF (condition,true-value, false-value)

  • A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example:

<html><title>Cisco Systems, Inc. </title></html>

< >

Angle brackets are used to indicate the following:

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