Integration with Avaya

Voice & Telephony
1

I need some clarification on the requirements needed on the Avaya end for integration with Genesys.

Our integration with Avaya will be via TSAPI for 300 Agents with 90 GVP ports.

  1. Is 300 Avaya TSAPI lic sufficient?
  2. Would we require another 300 Avaya Elite Agent lic ?
    a) If YES, why is this lic still required since Genesys is now performing the intelligent routing to agents (and we dont need Avaya advance routing now) ?
    b) If NO, how would Genesys agents login via the Avaya hardphone, since a login via the hardphone would require 1 Avaya license? (e.g. if their workstation with the softphone is faulty)
    c. Any alternative Avaya lic (e.g Basic instead of Elite lic) ?
2

1. Is 300 Avaya TSAPI lic sufficient?

No.
In normal call flow, GVP port should also “CTI-enabled” as well.
Otherwise, business attached data cannot be transferred along the call path
i.e., 300 agents + 90 GVP/IVRS port = 390
Note: if you have VTO (for busy treatment) or outbound dialer ports, add these number to “total” TSAPI license count

2. Would we require another 300 Avaya Elite Agent lic ?
a) If YES, why is this lic still required since Genesys is now performing the intelligent routing to agents (and we dont need Avaya advance routing now) ?

In order to have Genesys URS to work, the feature “External host-based routing” is required in Avaya (the vector script command “adjunct”). The feature is bundled in the “Elite” (please do verify with your PABX supplier!)

b) If NO, how would Genesys agents login via the Avaya hardphone, since a login via the hardphone would require 1 Avaya license? (e.g. if their workstation with the softphone is faulty)

Agent login license is different from Elite (advanced routing such as External host-based routing).
Soft-phone logins the hardphone via Genesys T-server (through TSAPI server, the CTI-link equivalence component). Thus, both soft-phone and hard-phone agent status should be synchronized.

In Genesys, ‘soft agent login/mode’ can be configured.
In most environment, hard and soft phones are synchronized (i.e., PABX side license) to cater fallback scenario.

c. Any alternative Avaya lic (e.g Basic instead of Elite lic) ?

Don’t recall on Avaya term; there was a “Delux” in the past… again, please consult Avaya suppiler.

Other notes:
Genesys TSAPI T-server for Avaya is quite new…
Similar discussion can be found in
http://www.sggu.com/smf/index.php/topic,3105.0.html

If possbile, consult Genesys resellers, consultant or SE.

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3

  1. when you mentioned “In Genesys, ‘soft agent login/mode’ can be configured.”, does this refer to Genesys Emulated Agent deployment?

  2. Thus, does it mean that I only require 1 x Elite Agent lic to “turn-on” the Avaya feature for “External host-based routing” and we can configure the ‘soft agent login/mode’ in Genesys ? (i.e. I won’t require 300 Elite Agent / Delux license then)

thank you in advance

4

  1. Yes… you’re right

  2. I’m afraid it is not Avaya license policy
    I don’t think it offers 299 basic EAS license and 1 for Elite (or anything enabling external host-based routing) license
    → consult your VAR to confirm!

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