Connection settings for Avaya CM with Contact Center Elite

NOTE   If your organization has New WFM, then New WFM implementations are done in a separate process. A select number of integrated platforms can be configured using the WFM Integrations page (see Manage WFM integrations). If your integrated platform is not listed on the WFM Integrations page, then it requires a project managed by Calabrio Professional Services.

Prerequisites

The following configurations are required for Calabrio ONE QM to reconcile calls to your Avaya system.

  • Enable special application: SA8702 - CDR Enhancements for Network. Contact an authorized Avaya account representative to obtain the license. This feature causes the UCID to follow the call.
  • Enable special application: SA8201 - Start Time and 4-Digit Year CDR Custom Fields.
  • An Avaya CM login with CDR access.
  • CDR configured to save CDRs to disk.
  • Trunks configured to generate CDR records.
  • Individual extensions configured to generate CDR records, Intra-switch CDR. Call splitting must be enabled to have accurate times for parties that have dropped from a multiparty call. If not, end times register as the time the call ended, which is when all parties have dropped from the call.

  • The following CDR Parameters must be configured in your Avaya system.

    • ucid
    • start-time
    • end-time
    • start-date(4)
    • end-date(4)
    • sec-dur
    • dialed-num
    • calling-num
    • in-crt-id
    • out-crt-id
    • return
    • line-feed

Page location

Application Management > Global > System Configuration > ACD Configuration > select Avaya CM with Contact Center Elite as the ACD

The following fields appear if you select Avaya CM with Contact Center Elite as the ACD.

Field Description

ACD Filtering

Use an ACD filter to limit the users who are synced from the ACD. For example, you might configure a Team Name filter that allows you to sync users who belong to a team that matches a certain naming pattern. You can configure multiple ACD filters.

Avaya CM with Contact Center Elite Configuration

SMS Server URL—URL for the SMS server.

IMPORTANT   You must complete this field for QM and WFM sync.

Avaya Communication Manager Information

Communication Manager IP Address—Avaya Communication Manager IP address or host name.

Communication Manager Login—The user name of a user with access to the Avaya database.

Communication Manager Password—The password of a user with access to the Avaya database.

Virtual Extension Prefix—The prefix used to identify virtual stations in the Avaya CM. Calabrio ONE syncs each station whose name begins with this prefix as a virtual extension device.

EXAMPLE   The names of all virtual stations in your Avaya CM begin with “DMCC,” and you want to sync these stations with Calabrio ONE as virtual extension devices. In the Virtual Extension Prefix field, enter DMCC.

If you do not want to sync any stations as virtual extension devices, leave the Virtual Extension Prefix field blank.

CMS ACD ID—The ID for the CMS ACD.

Agent Name Format—Select the method for parsing agent names during ACD sync.

IMPORTANT   

You must complete the Avaya Communication Manager Information fields for the following features:

  • WFM—Sync
  • QM—Sync and Avaya data sync

Real Time Adherence (RTA) Port

The port number for the Avaya RTA port.

IMPORTANT   You must complete the Real Time Adherence (RTA) Port field for WFM real-time adherence.

Synchronization Interval

Interval (Minutes)—Enter how often, in minutes, the ACD is synchronized with the Data Server.

Avaya GIS Configuration

Directory—Enter the directory path from which the Data Server looks to import Avaya GIS data.

NOTE   Whatever path you enter here, Calabrio ONE creates a subfolder named with your business name.

The port number for the Avaya RTA port.

IMPORTANT   You must complete the Avaya GIS Configuration fields for WFM historical data capture.

Avaya Call Management System (CMS) Connection Configuration

CMS Server Address—The hostname or IP address for the CMS server.

CMS Username—The user name for the account used to access CMS data.

CMS Password—The password for the account used to access CMS data.

CMS Operating Timezone—The timezone that the CMS data is reported in.

IMPORTANT   You must complete the Avaya CMS Connection Configuration fields for QM ACD data sync.

CDR Connection Configuration

CDR Date Format—The format of the CDR date.

CDR Gathering Method—The method used to gather Avaya CDRs:

  • FTP (Default)
  • Streaming (Reliable Session Protocol)

CDR Server Address—IP address of the Avaya CM CDR server.

CDR Access User Name—User name for the account used to access data on the Avaya CM CDR server.

CDR Access Password—Password for the account used to access data on the Avaya CM CDR server.

CDR Streaming Port—The port to listen on for Avaya CDR.

CDR Operating Timezone—Time zone of the Avaya CM CDR server.

Data Retention (Days)—Number of days data will be stored on the Avaya CM CDR server.

IMPORTANT   You must complete the CDR Connection Configuration fields for QM reconciliation and gateway recording.

CDR Parameter Layout

Data structure layout for the Avaya CM CDR server.

BEST PRACTICE   Copy the second page of CDR configuration settings into this field.