Cisco Unified ICM PG and Avaya ACD
The Cisco Unified Intelligent Contact Management (Unified ICM) Peripheral Gateway (PG) supports Avaya ACD using CVLAN or TSAPI Service, running on Avaya Application Enablement Services (AES).
CVLAN and TSAPI are Avaya software options that allow the Unified ICM PG to communicate with the Avaya ACD. Both CVLAN and TSAPI provide the PG with real time call events and allow the PG to query the ECS/MultiVantage/Avaya about splits, trunk groups, and agents.
CVLAN and TSAPI allow the PG to perform post‑routing, station monitoring, and third-party call control.
The CVLAN and TSAPI software can be purchased from Avaya.
The Call Management System (CMS) is the Avaya ACD Management Information System (MIS). It provides the PG with real‑time agent state data for non-station-monitored agents.
This chapter describes the options for connecting the Avaya ACD to the Unified ICM PG. To work with the system software, the Avaya ACD must meet several hardware and software requirements. This chapter lists the requirements for both CMS and non-CMS environments.
Avaya ACD is used across this document to represent the different names used by Avaya for their platform. Some of these names are Avaya Aura Communication Manager, Avaya Communication Manager, MultiVantage, Definity, and so on.