Customer Integration Guide - Avaya CMS

Integrating Avaya CMS (On-Premises) with CXone Mpower WFM

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

Scope

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

  • Applicable to voice channel integrations

  • Designed for Avaya CMS version 17 and above

Customer Responsibilities

  • Customer is responsible for setting up the Avaya system channels and routing.

  • Customer must have an active subscription to Avaya CMS and respective licenses for the channels. For CXone Mpower WFM.

  • Customer is responsible to download and install connector.

Media Types Supported

Media Channels

  • Inbound Voice Call

  • Inbound Live Chat

  • Inbound Facebook Message

  • Inbound Case (via conversations)

Data Types

  • Inbound Voice

  • Manual Outbound Dialer

  • Chat

Intervals Supported

Interval is configurable in Avaya CMS connector and the customer can configure to 15-minute or 30-minute statistics interval for historical data integration.

Historical and Real-Time Supported

WFM Engagement Hub Integration supports both historical and real-time integrations.

Avaya CMS Vendor Versions Supported

This integration supports version 17.0 and above.

Technical Solution

Technical Solution for CXone Mpower WFM Cloud Solution

CXone Mpower WFM Cloud Solution Introduction for Real-Time

Example:

  • The Avaya CMS Connector provides 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.

CXone Mpower WFM Cloud Technical Solution Flow for Historical and Real-Time with CXone Mpower Engagement Hub

Protocol Summary

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.

Customer has to provide the JDBC connection details while installing the Avaya CMS 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.

Avaya CMS Real time & Historical Architecture (On Prem)

Historical Integration

Media Types and Classifications

Supported Avaya CMS Engagement Hub Integration data types include:

  • Inbound Voice Call

  • Manual Outbound Dialer

  • Chat

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).

Data Requirements

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

Queue Data

Table name from Avaya CMS Informix DB: hsplit

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
AbandonedShort Field not available with ACD
AbandonedLong ABNCALLS
HandledShort Field not available with ACD
HandledLong ACDCALLS
HandleTime ACDTIME
WorkTime ACWTIME
QueueDelayTime RINGTIME
SvcLvlPct SERVICELEVEL OR 100* (ACCEPTABLE / (ACDCALLS + ABNCALLS))
RightPartyHandleTime O_ACDTIME
RightPartyContacts O_ACDCALLS
WrongPartyHandleTime Field not available with ACD
WrongPartyContacts Field not available with ACD
Backlog MAXINQUEUE
BacklogNotExpired CALLSOFFERED - (ABNCALLS + DISCCALLS)
BacklogExpired DISCCALLS
HoldTime HOLDTIME
Active Not Applicable

Agent Queue Data

Table name from Avaya CMS DB: hagent

CXone WFM field Name

Avaya CMS ACD field Name
QueueValue Field not available with ACD
QueueName SPLIT
IsOutbound Field not available with ACD
AgentValue LOGID
AgentId Field not available with ACD
Handled ACDCALLS
HandledTime ACDTIME
WorkTime ACWTIME
RightPartyHandleTime O_ACDTIME
RightPartyContacts O_ACDCALLS
WrongPartyHandleTime Field not available with ACD
WrongPartyContacts Field not available with ACD
HoldTime HOLDTIME
Active NOT APPLICABLE

Agent System Performance Data

Table name from Avaya CMS DB: hagent

CXone WFM field Name

Avaya CMS ACD field Name
AgentValue LOGID
AgentId Field not available with ACD
ReadyTime TI_AVAILTIME
ReadyTime TI_OTHERTIME
LoginTime Field not available with ACD and not mandatory for Intraday

Agent Activity Report

Table name from Avaya CMS DB: ag_actv

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+""
StartTime STARTTIME_UTC
Duration duration
Reason If WORKMODE value is 110 then reason should be LOGOUTREASON considered otherwise AUXREASON should be considered.

Reposting Capability and Limitations

  • The NiCE historical integration currently does not support manual process to re-post historical reports. Contact NiCE Support if you need historical reports to be re-posted.

  • In case of issues, logs at customer end need to be investigated.

Real-Time Integration

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

Data Mapping

Fields Required

Is Available
loginId Yes
acdId Yes
eventCode Yes
reasonCode Yes
eventUtcTime Yes

Data constraints

  • NiCE CXone Mpower WFM Agent Logon ID = Agent ID

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

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

  • Agent State max length = 100 characters

Restrictions and Limitations

Limitations

Automated and manual Replay and Reload mechanisms are not supported.

Revision History

Revision

Date

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