Customer Integration Guide - Avaya CMS

Introduction

This guide supports customers integrating on-premises Avaya CMS (version 17.0 and above) with NiCE CXone WFM using the Engagement Hub. It provides implementation guidance for voice and chat channel integrations, targeting IT administrators, system integrators, and WFM planners.

Scope

This guide:

  • Covers historical, real-time, and intraday data exchange.

  • Applicable to voice channel integrations.

  • Designed for Avaya CMS version 17 and above.

  • Separate queues for inbound and outbound historical data.

Not in Scope

  • Outbound and digital channel events.

  • Inbound and outbound in the same queue. If the data (both inbound and outbound) is sent in the same queue eg. voice call back data then this complete record will be ignored and not be considered for calculation of forecasting

  • Abandon Service Level.

  • Manual reload of historical data.

Customer responsibilities

  • The customer is responsible for downloading and installing the connector, with guidance from the implementation team.

    You can view the contents of the Downloads page only after logging into the NiCE CXone WFM application. If you are not logged in, no files will be available for download.

  • The customer must configure Avaya system channels and routing as required.

  • An active subscription to Avaya CMS is required, along with the appropriate licenses for the channels and for NiCE CXone WFM.

  • During installation of the Avaya CMS connector, the customer must provide JDBC connection details.

  • For real-time data, the customer must configure the Avaya CMS system with the host and port of the machine where the connector is installed.

  • Assign a technical point-of-contact to coordinate with the implementation team.

Integration Overview

Prerequisites

Ensure the following configurations and access are in place before implementation:

  • Data accessibility via JDBC for historical and TCP for real time agent state events.

  • Ensure accessibility to the IBM Informix database.

  • Configure the firewall to allow outbound traffic on ports 443 and 80.

  • Agent IDs and Skill IDs must be mapped in NiCE CXone WFM according to customer-specific requirements.

  • Provide access to a testing environment for validation and configuration.(if applicable)

Architecture

  • Avaya CMS (on-prem) → Connector → ACD Hub → CXone WFM.

  • The Avaya CMS Connector provides Historic & RTA functionality for Engagement Hub Integration.

  • The Engagement Hub setup is on the NiCE owned AWS account.

  • The Avaya CMS Connector setup is hosted on the customer on-premise.

Supported media types

  • Inbound Voice

  • Manual Outbound Dialer

Media channel classifications

  • Immediate response (via inbound voice)

  • Deferrable response (via chat)

  • Outbound (via manual outbound dialer)

Protocols

  • For real-time, the customer has to configure Avaya CMS system with host and port of the machine where Avaya CMS connector is installed.

  • For historical reports, Avaya CMS connector establishes JDBC connection with Avaya CMS system.

Data types supported

  • Historical Data (15 min)

    • Forecast data

    • Intraday

    • Adherence BI report

  • Real-Time Adherence (Agent State Transitions) via Connector

Data retrieval specifics

Avaya CMS connector supports these data retrieval mechanisms:

  • Real Time: Avaya CMS connector will listen to TCP host & port configured in Avaya CMS system for real time agent state events.

  • Historical: Avaya CMS connector will establish JDBC connection with Avaya CMS system to fetch historical data periodically.

Deployment models

On-prem ACD with on-prem connector, with cloud-based WFM.

Contact data pegging

  • Contacts Pegging - interval when contact completes

  • Contact Time Values - interval when contact completes

All the values for Engagement Hub integration contacts are pegged at the end in the interval when the contact completes.

Example: If a contact begins in one 15-minute interval (12:00 to 12:15) and completes in another interval (12:15 to 12:30), the contact is pegged in the interval when the contact completes (12:15 to 12:30).

Historical Integration

Historical: Avaya CMS connector will establish JDBC connection with Avaya CMS system to fetch historical data periodically.

Report data is available in 15-minute intervals. Here are the supported data sets:

Data mapping & definitions

Report data is available in 15-minute intervals. Here are the supported data sets:

Queue Data

Table name from Avaya CMS Informix DB: hsplit

The following attributes can be configured using Queue Data Report:

CXone WFM field Name

Avaya CMS ACD field Name
QueueValue Field not available with ACD
QueueName SPLIT
IsOutbound Field not available with ACD
ContactsReceived CALLSOFFERED - DEQUECALLS - OUTFLOWCALLS

ibContactsHandled

ACDCALLS - O_ACDCALLS

obContactsHandled

O_ACDCALLS

ibHandledSL

Array of String of service level

Ex. ["10/30","20/50","30/100"]

Each value is of the format:

(Percentage of acdcallsX seconds/ X seconds)

X is the threshold

ibAbandonedSL

Array of String of service level

Ex. ["10/30","20/50","30/100"]

Each value is of the format:

(Percentage of abncallsX seconds/ X seconds)

X is the threshold

ibHandledShort

Field not available with ACD
AbandonedLong ABNCALLS
ibHandledShort Field not available with ACD

ibHandledLong

Field not available with ACD

ibAbandonedShort

Field not available with ACD

ibAbandonedLong

Field not available with ACD

ibAbandoned

ABNCALLS - O_ABNCALLS

obAbandoned

O_ABNCALLS

ibTalkTime

ACDTIME - O_ACDTIME

ibHoldTime

HOLDTIME

ibAcwTime

ACWTIME - O_ACWTIME

obTalkTime

O_ACDTIME

obHoldTime

Field not available with ACD

obAcwTime

O_ACWTIME

obDialsContact

Field not available with ACD

obConnectsContact

Field not available with ACD

averageSpeedOfAnswer

ANSTIME / ACDCALLS

rightPartyTalkTime

o_acdtime

rightPartyContacts

o_acdcalls

wrongPartyTalkTime

Field not available with ACD

wrongPartyContacts

Field not available with ACD

backlog

maxinqueue

backlogNotExpired

CALLSOFFERED - (ABNCALLS + DISCCALLS)

backlogExpired

disccalls

active

Field not available with ACD
Agent Queue Data

Table name from Avaya CMS DB: hagent

The following attributes can be configured using Agent Queue report:

CXone WFM field Name

Avaya CMS ACD field Name
queueValue Queue identifier
queueName split
agentValue logid
agentId Agent identifier

ibContactsHandled

ACDCALLS - O_ACDCALLS

obContactsHandled

O_ACDCALLS

ibTalkTime

ACDTIME - O_ACDTIME

ibHoldTime

HOLDTIME

ibAcwTime

i_acwtime ACWTIME - O_ACWTIME

obTalkTime

o_acdtime

obHoldTime

Field not available with ACD

obAcwTime

o_acwtime

obDialsContact

 Field not available with ACD Field not available with ACD

obConnectsContact

 Field not available with ACD Field not available with ACD

rightPartyTalkTime

o_acdtime

rightPartyContacts

o_acdcalls

wrongPartyTalkTime

 Field not available with ACD

wrongPartyContacts

 Field not available with ACD

active

 Field not available with ACD
Agent system data

Table name from Avaya CMS DB: hagent

The following attributes can be configured using Agent System Performance Report:

CXone WFM field Name

Avaya CMS ACD field Name
agentValue LOGID
agentId Field not available with ACD

inContactsHandled

da_acdcalls

inContactsHandleTime

da_acdtime + da_acwtime

readyTime

ti_availtime

notReadyTime

ti_auxtime

obContactsHandled

auxoutcalls + acwoutcalls

obContactsHandleTime

auxoutitme + acwouttime

loginTime

ti_stafftime
Agent activity report

Table name from Avaya CMS DB: ag_actv

The following attributes can be configured using Agent Activity Report:

CXone WFM field Name

Avaya CMS ACD field Name
agentValue Field not available with ACD
agentId LOGID
userName Field not available with ACD
state workMode+""
startDateTime STARTTIME_UTC
duration duration
reason If WORKMODE value is 110 then reason should be LOGOUTREASON considered otherwise AUXREASON should be considered.

workingState

AUXREASON

subState

 Not available with ACD

isContinuous (boolean)

 Not available with ACD

session []

 Not available with ACD

parameter []

 Not available with ACD

This mapping provides a basic reference for how dashboard components function within the default configuration. However, component behavior may vary based on specific customer requirements

Real-Time Integration

The Real-Time Adherence (RTA) interface provides agent data, specifically their current states, from Avaya CMS to NiCE NiCE CXone WFM.

Data mapping

Real time agent states data

CXone WFM field Name

Description
loginId LOGID
acdId ACD_ID_INDEX
workingState Field not available with ACD
subState Field not available with ACD

eventCode

workMode+""
eventUtcTime TIME_IN_STATE_INDEX

sessions []

Field not available with ACD

reasonCode

REASON_CODE_INDEX

Default agent states

Standard CMS RTA events

Event identifier

 Reason code

Definition
0 0   Unknown
10 10   Unstaff
20 20   Available
30 30   ACD
31 31   ACD Out
32 32   ACD In
N/A 600 0 AUXOutonHold
N/A 600 1 to 99 AUXOutonHold w/Reason (600 sent in field 2, Reason sent in field 4)
40 40   ACW
41 41   ACW Out
42 42   ACW In
50 50 0 Pure AUX
50 50 1 to 99 AUX w/Reason Code 1-99 (50 sent in field 2, Reason sent in field 4)
51 51   AUX Out
52 52   AUX In
60 60   DACD
61 61   DACD Out
62 62   DACD In
70 70   DACW
71 71   DACW Out
72 72   DACW In
80 80   Ring
100 100   Logon - transient - rarely seen
110 110   Logoff - transient - rarely seen
220 220   Other
N/A 700   Agent On Hold

Data constraints

  • NiCE NiCE CXone WFM Agent Logon ID = Agent ID

  • Logon ID max length = Unlimited - system generated ARN (maximum 256 characters)

  • NiCE NiCE CXone WFM Agent State = Agent's current state

  • Agent State max length = 100 characters

Observations & Limitations

Observations

Sample(verified or added after customer onboarding):

  • Handle Time and Talk Time are calculated at the end of the interaction interval.

  • AUX/ACW states depend on accurate agent state transitions.

  • Queue mapping can affect accuracy of service level metrics.

Known limitations

  • Automated and manual Replay and Reload mechanisms are not supported.

  • Metrics can be skewed if agent logins/logouts do not occur within same interval.

  • CMS-generated fields may differ in interpretation depending on report structure.

Monitoring & Troubleshooting

Monitoring

  • Log files on Connector.

  • Data delivery confirmation.

Troubleshooting tips

  • Check agent/queue mismatches.

FAQs

  1. What if agent IDs change?

    Ensure consistent ID mapping in WFM to avoid adherence mismatches.

  2. Can real-time adherence include AUX state tracking?

    Yes, AUX, ACW, and Ready/Not Ready states are tracked if supported by your CMS version and report configuration.

  3. What are the technical requirements for integration?

    Over 350 MB disk space for installation and at least 1GB for execution.

  4. How is data security handled during integration?

    As per each customer's requirement because customer configures their internal network as per their security requirements.

  5. Can multiple Avaya CMS instances be integrated into a single NICE WFM environment?

    Currently only 1 ACD mapping is been supported.

  6. What happens if the integration fails or data is delayed?

    Reach out to the support team.

  7. Is there any downtime required during setup?

    For new customer, downtime is as per the initial CXOne WFM setup process.

Support & Resources

  • NICE Professional Services Contact

  • CXone WFM Help Center

Revision History

Revision

Date

Description
1.0 8/1/25 Initial version of document.