I offer unique products that are not available on the market as box solutions. Usually, integrator companies offer these similar solutions as part of their integration projects.

VoiceGen

Integration with Avaya CMS

Verint WFM Integration Module

• Cisco
• Avaya
• Genesys
• Verint
• Zoom

I provide professional consulting for installation, configuration and deep seamless integration for contact centers of the following vendors:

• Genesys
• Verint
• Cisco
• Avaya
• Zoom

Accomplished projects:

Genesys:

- Migration from the Genesys GVP 7.6 system to the new Genesys GVP 8.1 platform. I was involved in the role of architect and also implementation engineer.

- Application development in the environment of Genesys Voice Studio, as well as Genesys Composer for versions Genesys GVP 7.6 and 8.1

- Integration of voice applications with 3rd party systems (with the banking system via SOAP)

- Customization of Genesys Agent Desktop

- Integration Genesys Agent Desktop with CRM systems

- Installation and customization of the Genesys Agent Scripting system

Verint:

- Installation, configuration, and integration of Verint Quality Monitoring solutions (quality management system)

- Installation, configuration, and integration of the Verint WFM system (personnel management system)

- Installation of recording systems Verint Impact360, as well as Witness 7.1 / 7.8

Zoom:

- Installation and configuration of Zoom CallREC

- Integration of Zoom CallREC with CC systems such as Genesys, Cisco

- Customization of Zoom CallREC solution

Cisco:

- Install and configure Cisco UCCE

- Integrating Cisco Agent Desktop with Third-Party Systems

- Voice Application Development for Cisco IP IVR and Cisco Voice Platform

Avaya:

- Installation and configuration Verint WFM in comprehensive infrastructure Avaya

- Development of integration module for Eclipse IDE - Avaya Orchestration Designer

- Installation and configuration Avaya AEP. Voice Application Development for Avaya AEP / Avaya OD

- Installation and configuration Avaya Dynamic Routing (Avaya BRE)

Statistics

Full list of my projects by area:

• Cisco
• Avaya
• Genesys
• Verint
• Zoom

About product

The solution allows you to integrate 3rd party systems with Avaya CMS without additional licenses costs. There are a number of projects where we may consider it: 

• Workforce Management Systems (Like Verint WMF or Genesys WFM)
• Custom reporting solution (Dashboard software)

This software product is designed to receive historical statistics and real-time statistics. In fact, this is a software module acting as an integration intermediary between the two systems. The following information may be provided for external to Avaya systems:

Real-time statistic:

• REASONCODE - current agent status (ready, not ready, break...) 
• EVENTCODE - additional status information
• TIMELABEL - timestamp when the state changed

Historical statistic:

• SPLIT - name of agent group
• TIMELABEL - timestamp
• ACDCALLS - total numbers of answered calls
• ASA - average speed of answer
• AHD - average handle time
• ABNCALLS - total number of abandoned calls
• SVCLEVEL - service level
• STAFF - the number of agents working in the group for the reporting period

And many other metrics available in Avaya CMS

What is it for?

This module allows you to legally integrate with Avaya PBX, without purchasing expensive Avaya licenses, and only one Supversior license will be involved. The module has a positive experience in using in an industrial environment with 500 agent positions in one of the largest retail banks.

To integrate third-party solutions, the following predefined reports are required on the Avaya CMS side:

• Order 185282 - for a new  Avaya CMS installation
• Order 185284 - for an existing Avaya CMS installation

This solution can significantly reduce the total cost of Avaya licenses. In some cases, the savings will be $50,000.

How does it work?

The solution uses standard possibilities of Avaya CMS without violating license agreements.

The diagram shows the general principle of this solution:

The architecture of the module is pretty flexible for embedding in any infrastructure. The most important feature of the solution - fault tolerance.

Additional information

You can get additional information about the product just contact me on this page