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With the largest installed base in the industry, and many years of a close relationship between the two companies, NICE is proud to be a Platinum partner in Avaya’s Developer Connection program. NICE Enterprise Grade Solutions integrate with Avaya Communication Manager (CM) and Avaya Proactive Contact (PC), providing advanced VoIP and traditional call recording.
Avaya Communication Manager Integration
Computer Telephony Integration (CTI)
NICE supports a wide range of CTI connectivity options for gaining interaction information in Avaya Communication Manager environments. The available tagging information varies per integration, and may include the following:
- Station Number
- Automatic Number Identification (ANI) #
- Dialed Number Identification Service (DNIS) #
- Direction
- Agent ID
- Call ID
- TDM Trunk Information
- Vector Directory Number (VDN) and ACD Split, or Skill Group and ID - integration dependant
Data which was collected by the VDN, as well as information that a third party application has associated with the call and was reported over CTI utilizing User to User Information (UUI) or similar fields can also be used to tag calls.
The following integrations are available:
- TSAPI service on Avaya Application Enablement Services (AES)
- CVLAN service on Avaya Application Enablement Services (AES)
- Avaya Interaction Center
- Genesys Customer Interaction Management (CIM) Platform
- Cisco Unified Intelligent Contact Management (ICM) Enterprise
Warm-standby CTI server resiliency is supported in all these integrations. Hot-standby CTI server resiliency is supported with Genesys CIM Platform.
Recording methods
The following recording methods are available for Avaya Communication Manager integrations:
- Trunk-side
- Station-side
- Passive VoIP Recording
- Active VoIP Recording
Avaya Proactive Contact Integration
Avaya Proactive Contact (PC) or Predictive Dialing Systems (PDS) are used in contact centers for proactive and opportunistic management of customer relationships via outbound calls. A blended solution, comprising Avaya Proactive Contact alongside an inbound call distribution solution, is commonly used, where the inbound solution may be Avaya Communication Manager, Nortel Communication Server or some other technology.
Computer Telephony Integration (CTI)
The integration with Avaya Proactive Contact environment is dependant on the Proactive Contact solution configuration.
In soft dialer (also known as Proactive Contact CTI) configuration, the Proactive Contact solution uses Avaya Application Enablement Services (AES) to dial out and receive calls. In such deployments NICE integrates with the TSAPI service on the AES. In a blended solution of soft dialer and an inbound system, this integration will provide interaction information for inbound and internal calls as well.
The available tagging information may include the following fields:
- Station Number
- Automatic Number Identification (ANI) #
- Dialed Number Identification Service (DNIS) #
- Direction
- Agent ID
- Call ID
- TDM Trunk Information
- Vector Directory Number (VDN)
For integrating with hard dialer (Proactive Contact Large Cabinet and PG230) configurations, NICE integrates with the Proactive Contact Event Service and provides additional fields. These can include the agent job details, the call completion code value and customer/account information reported over the CTI.
In a blended solution of hard dialer and an inbound system, an additional CTI will serve for providing outbound and internal calls information.
Recording methods
- Trunk-side
- Station-side
- Passive VoIP Recording
- Active VoIP Recording
Recording Modes
The following recording modes are available with Avaya Communication Manager and Avaya Proactive Contact integrations:
- Total Recording, providing continuous recording of all the devices that are set to be recorded, with a recording resource being pre-allocated per device. This recording mode is usually used when recording is required for liability, compliance and risk management.
- Interaction-based Recording, where the recording is done on a call basis. In this mode the recording trigger may be a user request (Record-on-Demand), a Selective Recording rule set upon the call tagging information, or a Sampled Recording rule, mostly serving for quality management in contact centers.
Recording Redundancy
Recording redundancy solutions are available for Total Recording solutions by means of N+1 logger chains. Passive VoIP recoding also supports 1:1 mirrored recording.
Redundancy solutions for interaction-based recording involve cluster configuration for critical system components.
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