Customer Integration Guide
This guide is intended to assist customers to make informed decisions for CXone Mpower WFM Engagement Hub integration with Avaya CMS version 17.0 and above later which supports voice and chat.
Revision History
|
Revision |
Date |
Description |
|---|---|---|
| 1.0 | 8/1/25 | Initial version of document. |
Overview
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 for CXone Mpower WFM Cloud Solution
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.
WFM Cloud Technical Solution Flow for Historical and Real-Time with CXone Mpower Engagement Hub
Component Diagram
View image
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)
.png)
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
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 |
| 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
The following attributes can be configured using Agent Queue report:
|
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
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 |
| 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
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+"" |
| 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
REAL TIME AGENT STATES DATA :
|
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.