Avaya Call Center with CUCM?

[leftyx]

I used to work on an Avaya, but it has been a while. We had CMS R16 with Avaya Aura.

My question what is the current...latest Call Center Solution and can it work with Cisco Call Manager...and if so does it work just like a normal call center or are there pieces you cannot use?

I remember VDn/Vector's needed with skills that were all programmed in the Avaya PBX itself, not sure how that would all be handled by the CUCM. Any info would be greatly appreciated.

 

[kyle555]

I suppose you could use Cisco endpoints for the voice if you want to leave the Cisco phones on the desk. They won't integrate directly to Avaya with login keys or anything.

Like Genesys or Interactive Intelligence or any other call center, you can pop it in, build trunks to the other PBX you want to use for speech path (CUCM in your case) and in the soft client your agents log in with, they can define their speech path go to some other number - the Cisco deskphone.

You'd still need an Avaya PBX to do it, but with the new release, there's VMWare based DSPs and if you integrated your PSTN trunking in from the Cisco side just right, you could theoretically get it working all in virtual machines.