Chronicall integration with an Avaya CM System can provide in-depth information. Below is an example of an Avaya CM with Application Enablement Server (AES) data pull. If you do not have an AES or use Elite Agent Selection (EAS), you can disregard the relevant sections:
- In Gold, we have standard network connections for allowing devices to communicate with each other
- It is expected for the relevant machines (Avaya CM, AES, and Chronicall) to be assigned static IP Addresses and to have relevant ports opened
- For more information on our ports, click here
- It is expected for the relevant machines (Avaya CM, AES, and Chronicall) to be assigned static IP Addresses and to have relevant ports opened
- In Red, we have standard PBX connections
- As you can see, the Stations (known as extensions) and Agent ID's (Agents) need to register to the main PBX but agents actually sign into the station
- The common purpose of Elite Agent Selection (EAS pronounced as "ease") is for setting up skills-based routing and ACD (Automatic Call Distribution) groups
- In Blue, we have our data connections to the Chronicall service & respective connections to the main Avaya CM and the AES
- It should be noted that the system operates using a dual connection. The main CM provides our CDR feed while the AES provides our TSAPI feed
- The data feed we get with CDR is not in-depth but does provide most of the relevant notes of connected parties and durations of those connections
- To see this data, we will need to have the CM send us CDR data. More information on that can be found by clicking here
- NOTE: We will not see holds, parks, transfers, etc. from stations nor will we see anything beyond the primary VDN/Vector
- The data feed we get with TSAPI does provide a great deal more information based on station data and any additional VDN/Vector data
- To see this data, we will need to have access to the CM for the purpose of pulling down user data
- More information can be found by clicking here and reading to step 11
- We will also need to be able to read data from the AES via T-Link
- More information can be found by clicking here and reading through sections 1.5 & 1.6
- To see this data, we will need to have access to the CM for the purpose of pulling down user data
- The data feed we get with CDR is not in-depth but does provide most of the relevant notes of connected parties and durations of those connections
- It should be noted that the system operates using a dual connection. The main CM provides our CDR feed while the AES provides our TSAPI feed